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Meaningful Service User Involvement Service User Involvement. Karen Nicholls 7/17/2015 1 Introduction Service user involvement has been around since the 1990’s in varying forms of success and levels of involvement Early forms of Service User Involvement included: 7/17/2015 Clinical trials PAL groups Advocacy 2 Service User Involvement Some current Service User Involvement includes: Consultations e.g.. Personality Disorder - No Longer a Diagnosis of Exclusion Planning, running & evaluating services-employed by CMHTs Training As Commissioners who decide on funding and future services Active participation in all levels of research, inc academia and NHS e.g. Project Advisory group Interview Panels CPA management and crisis plans 7/17/2015 3 Challenges Faced by Service Users 7/17/2015 Bridging the ‘them/us’ gap- professionals maybe seen as authoritarian figures Does it feel worthwhile? Anxiety about meeting strangers/going to new places Feeling able to speak up and be heard. Communication difficulties with HPs Will I be paid? Conflict with other Service Users Fighting Stigma/being taken seriously 4 Stigma 7/17/2015 Basic personality flawed “cant do relationships” Attention Seeking Manipulative Untreatable Therapist’s nightmare Nutters 5 Challenges faced by staff 7/17/2015 Challenges traditional roles Anxieties about the unpredictability of situations Disseminating between useful criticism and general complaining Having support and money to follow through with Service Users’ ideas or input Time and resources Chaotic Lifestyles/Unreliability of SUs SUs often not familiar with acronyms like PCTs, NIMHE etc, which can be time consuming explaining at meetings 6 Benefits of Involvement For Service Users 7/17/2015 Empowering Building self confidence and self esteem Being ‘heard’ and having opinions valued Building new skills Learning to interact with others in a positive and meaningful way Improved services/care plans that meet their desired needs Removes HPs from idolised roles See them as fallible human beings 7 Benefits of Involvement For Staff 7/17/2015 Research proves treatment outcomes improved Receiving real feedback..”fresh eyes” Real tangibility of issues as related by experiences of the Service User.. Fuller more honest picture Diverse knowledge/feedback = improved working practice = improved and sustainable service 8 What can be learnt from a Service User? Feedback Training Helping the professionals understand the realities of their issues thus helping staff to help them more effectively Skills 7/17/2015 Helps define and develop appropriate services Give a “front line” view of how changes affect them What works / what doesn’t Many service users have a variety of pre-existing skills that could provide an invaluable resource Learning from one another aids an upward spiral of skills development 9 Getting Service Users Involved 7/17/2015 Write to patients/actively encourage involvement on any level Invite active participation in CPA and crisis plan management Communication of upcoming events Invite users to discuss/provide ideas for improvement e.g. steering groups Build up a team of committed individuals Include service users in recruitment/training and workshops Networking with other agencies 10 Getting Service Users Involved Do’s 7/17/2015 Encourage ideas alongside existing complaints Value and affirm any input Payment-expenses/travel Update and feedback any progress Include diverse service users to gain diverse feedback 11 Getting Service Users Involved Do’s 7/17/2015 Give adequate notice Flexibility and understanding Keep low key Be persistent/patient Communication! 12 Getting Service Users Involved Don’ts 7/17/2015 Dismiss ideas Patronise-we do have brains! Undervalue the importance of issues to service users that seem trivial Be tokenistic Be put off by lack of funding Favour certain individuals Underestimate the power of the Service User! 13 Conclusion 7/17/2015 Everyone benefits from mutual collaboration Successful Service User Involvement is a process of development and learning for all 14 Thank You Any Questions? Useful Links http://www.mind.org.uk/Information/Factsheets/User+empowerment http://www.spkweb.org.uk/Subjects/Service_user_involvement/ http://www.ukmhrn.info/dnn/ServiceUserInvolvement/tabid/98/Default.aspx http://www.dh.gov.uk/PublicationsAndStatistics/Publications/PublicationsPolicyAndGuidance/Pub licationsPolicyAndGuidanceArticle/fs/en?CONTENT_ID=4126863&chk=phQ4Mv 7/17/2015 15 BPD WEBSITES 7/17/2015 AMERICAN http://www.bpdrecovery.com/ http://www.ezboard.com then under “Find Your Board” type- “Borderline personality disorder Today” UK UK websites very informative &some find them very supportive http://www.borderline.co.uk http://www.bpdworld.org/ 16