Day 89: User-led Change

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.

Day 24: User Engagement

There has been a huge amount written over the years on Ladder of Engagement, which takes you from sharing information all the way up to genuine co-production.  There is great opportunity now for a shift-change in how we partner with people to develop services that help them to meet their outcomes through excellent experiences.

We must be purposeful in our approach to this, saying, meaning, and resourcing our approaches to co-production with the people who have the greatest knowledge of what excellence looks like and what it means to have bad experience – they are the people who use our services.