We encourage people to say how they feel about all aspects of the service they receive and we give them the tools and support to do this. This includes their views about how we deliver support to them, their care plans and the activities they want to do.
At each service, we support people to be part of their local and regional service user forum, where they can tell us what matters to them. This ensures service users’ voices are heard, and are also a great way for individuals to meet new people from other services and exchange ideas.
A number of service users have been trained as Experts by Experience. Their role is part of the Quality Development Review Team who inspect services to ensure the quality of care remains high.
We also train and support people to be a valued member of the recruitment and interview process in many of our services.
Feedback from the people we support is vital to making sure we are doing things well, and we have questionnaires to support this feedback. Adapted questionnaires are used for people who need support in communication and that way we can be sure all voices are heard and acted upon. All feedback is collated and fed back to the board members.