Service user and public engagement
We are experienced in designing, coaching and in undertaking service user and public engagement initiatives. This could be: ‘back room’ advice and support, playing an active part in establishing a sustained programme of user involvement; conducting street surveys, focus groups and mediation or the design and facilitation of a high profile conference.
How we work
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We pay particular attention to building trust and understanding in this work with the client, and to establishing the purpose and expectation of the initiative to the client’s organisation. From this we can explore users’ and general public perspectives: clarifying the offer and what is being asked of them. We recommend a small advisory group that includes service users to help with design, preparation and follow through. |
Aimed at:Service planners and commissioners Service directors and leaders in provider organisations Reconfiguration programme managers Leaders in service improvement |
Potential Outcomes
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Opinions on proposed or existing services Creation of productive dialogue Understanding of health and social care planning choices Establish user engagement programme |
Practical ideas to improve services New understanding of service user’s experience New service priorities |
Action planning following Health Care Commission Investigation
Peter Mumford and colleague, Breda Flaherty, designed an innovative stakeholder involvement programme following a highly critical HCC report on Sutton and Merton PCT’s service for people with a learning disability to create a shared action plan across staff, services users and carers to improve services. Read more…
Contentious service reconfigurationEPI Associates was commissioned to prepare, design and facilitate a workshop to tackle conflict over the location and future configuration of midwifery services serving a population of 750,000 residents. Read more… |
Users involved in service improvementEPI Associates was commissioned by the nursing directorate of a multi-site acute trust faced with a poorly criticised service. There was a commitment from the hospital board to significantly improve users’ experience and the quality of care received. Read more… |