PRACTICAL PARTNERSHIP: USER-DRIVEN SERVICE EVALUATION

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PRACTICAL PARTNERSHIP USER-DRIVEN SERVICE
EVALUATION

• Jeff Bashton, Jim Cowan, Chris Russell

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Three-way Partnership

• Introductions
• Three phases of the work
• Before the training course
• The training course
• After the training course
• Summary
• Comments and questions

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Pre-Training Context

• New community care division
• User involvement one of .. Implementation
  streams i.e. happening at period of rapid change
  within the mainstream of adult social services
• Very different style of leadership
• Community partners is ..
• Community partners one of six developments
  supporting user involvement
• Others are-
• WCA funded to do CP

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Pre-Training Context

• A new user steering group for the new Community
  Care division.
• Principles and Practice of user involvement
  document
• Budget for paying service users
• Policy documents
• New Newsletter about user involvement

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The Training Challenge

• Time available and peoples starting point
• Mixed group of staff and service users
• Scope
• Method
• Content

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Training day one

• Ice breaker
• Ground rules
• What is research
• Research the five-step model, illustration
• Ways of getting information
• Begin to plan interviews

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Training day two

• Interview practice
• Planning the evaluation of the community care
  review
• Background to Wandsworth Adult Services
  restructuring
• Making sense of data (analysing interviews)
• Focus groups introduction, practice, writing
  them up

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Training day three

• Designing questionaires
• Interview schedules and focus group topic guides
• Planning the evaluation of the community care
  review
• Making sense of focus group findings
• Presenting results (report, presentation)
• Next steps

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Post-Training

• Four meetings so far kicking the feedback process
  into touch
• Include a pilot of the whole process 400
  questionnaires sent out in March
• 3 service users are ringing service users who
  requested phone contact
• 4 are sifting returned questionnaires
• 2 are preparing to run focus groups with staff
  taking notes

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Other Developments

• Theres been another 3-day programme
• Focusing on mystery shopping training and
  recruitment
• Similar to first course action meetings held to
  implement training
• 5 Service users at the Mystery Shopping meeting
  and 6 at the Training meeting
• Each have further dates fixed

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User Involvement in Adult Social Care

• Outcomes Framework, star ratings and the state of
  user involvement
• Rowntree Report and networking
• User knowledge crucial
• Role of the voluntary sector

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User Involvement in Adult Social Care

• The modernising agenda and technocratic social
  work
• Horners book What is Social Work?
• Are service users natural allies of a social
  work profession at this time?

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Contact Information

• Chris Russell
• Tel [phone]
• Email chris_at_barn.abelgratis.co.uk
• Jeff Bashton
• Tel [phone]
• Email jeff_at_bashton.com
• Jim Cowan
• Tel [phone]
• Email jcowan_at_wandsworth.gov.uk