User Focused Monitoring UFM celebrating 10 years

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• User Focused Monitoring (UFM) celebrating 10
  years!
• Karen Doherty, Westminster PCT
• Maurice Arbuthnott, UFM Interviewer

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• Introduction
• Introduction to UFM model
• Outcomes
• UFM Interviewer

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• Introduction
• one of Westminsters longest standing and most
  successful examples of user involvement 10
  years old this September
• set up by a diverse team of local service users
  to monitor our mental health services
• user team are trained and supported to conduct
  interviews and site visits to research the
  experiences of local mental health service users

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The UFM Team

• diverse team of 12 mental health service users
• recruited locally from users groups, services,
  advertising, word of mouth
• meet monthly ongoing training and support
• devise and develop questionnaires
• conduct all interviews and site visits
• guide and contribute to reports
• follow-up implementation of UFM recommendations

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• Aims of UFM
• to give a voice to service users and Experts by
  Experience especially those whose voices are
  rarely heard
• to allow services users to actively influence
  service planning and delivery
• to provide ongoing user-led monitoring of mental
  health services
• to promote positive changes in mental health
  services

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• UFM How it works
• in-depth interviews conducted with a random
  sample of service users
• views of service users collated in UFM reports
  with recommendations for change
• service responds with Action Plans
• UFM team follows up and monitors recommended
  changes and improvements

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Outcomes and Achievements

• User involvement
• interviewed over 1,000 service users
• trained 40 local services users as interviewers
• provided 10 years of sustained user
• involvement in service monitoring and
  development

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Outcomes and Achievements

• User involvement
• improved the process of commissioning (planning
  and buying) mental health services
• developed one of the first User Payments policies
• proved the user voice is a valid and important
  one

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Outcomes and Achievements

• Improving community mental health services
• highlighted the need for medication information
  new medication leaflets being distributed
  Trust-wide in all key languages and Medicines
  Helpline launched
• highlighted significant concerns by service users
  about physical health and the need to strengthen
  work across the boundary between primary
  (community) and secondary (hospital) care