I heard from one of our service managers today about service users meeting to discuss complaint themes and present these back to the service. This is a fantastic innovation with the people we support empowered to identify areas for improvement and to facilitate change.
This approach requires a leap of faith and trust from the service’s management team. There needs to be a belief that there will be more benefit than cost and service users need support to be effective.
This won’t work everywhere but is a good addition to a toolkit of approaches for improvement and can be replicated.