Abstract
Background and purpose:
Service-user involvement in the planning and evaluation of services is being established as a core principle in adult social care, and is gaining momentum in adult safeguarding. This paper provides an overview of an innovative approach to engaging service-users in adult safeguarding.
The service evaluation initiative ‘10,000 Voices’ introduced a patient focused approach to shaping the way health services are delivered in Northern Ireland. In this current project, the 10,000 Voices initiative was adapted for use in adult safeguarding. This multiagency approach to adult safeguarding enabled the project to engage various agencies in a single evaluation process. The aims of the project were to: test the 10,000 Voices’ methodology to ensure that it is easy to understand and accessible for service-users; test the process of collecting feedback in the form of service-user accounts of their safeguarding experiences; test the feedback questions; and demonstrate that positive change in practice and commissioning could result from gathering experiences.
Methods:
The project utilsied Sensemaker® methodology, providing an innovative way of capturing service-user experiences through a narrative approach which generates both qualitative and quantitative data. Linking individual narratives with ‘signifier’ questions the participant identifies the meaning behind their story. Six cognitively tested questions were agreed. Two regional workshops were held with key stakeholders to identify the measurement factors relating to each question. The pilot project ran from May 2016 to July 2016, across all HSC Trusts in Northern Ireland. All service-users or carers who met the inclusion criteria were invited to participate.
Surveys were completed through a face-to-face meeting with the project key worker. Data analysis utilised the Sensemaker® tool, seen to minimise the risk of professional bias in interpreting data.
Findings:
Thirty-six surveys were completed. Project workers found the survey tool and accompanying guidance accessible and easy to use. The core measurement questions appeared to be understandable and respondents gave comprehensive accounts of personal experiences.
Safeguarding interventions were often felt to be traumatic and confusing, although often a trusting social work relationship enabled safe choices to be made. The large majority of respondents felt safer at the end of the investigation. In the absence of criminal convictions, there is a need for professionals in to highlight alternative parallel approaches to safeguarding including developing protective interventions, building on service-user’s resilience and existing community strengths. The importance of effective communication was highlighted; information in a selection of formats is needed, with stress and trauma inhibiting an individual’s ability to process information.
Conclusion
The project outcomes included an improvement in the understanding of service user experiences of the Adult Safeguarding process; an increase in the profile of service user experience as a key element of service commissioning and improvement, and an increase in professionals’ awareness of required changes. Achieving these outcomes was dependent on incorporating the findings into local and regional service model improvement plans. This outline of obtaining service user feedback can inform user involvement in other contexts.
Service-user involvement in the planning and evaluation of services is being established as a core principle in adult social care, and is gaining momentum in adult safeguarding. This paper provides an overview of an innovative approach to engaging service-users in adult safeguarding.
The service evaluation initiative ‘10,000 Voices’ introduced a patient focused approach to shaping the way health services are delivered in Northern Ireland. In this current project, the 10,000 Voices initiative was adapted for use in adult safeguarding. This multiagency approach to adult safeguarding enabled the project to engage various agencies in a single evaluation process. The aims of the project were to: test the 10,000 Voices’ methodology to ensure that it is easy to understand and accessible for service-users; test the process of collecting feedback in the form of service-user accounts of their safeguarding experiences; test the feedback questions; and demonstrate that positive change in practice and commissioning could result from gathering experiences.
Methods:
The project utilsied Sensemaker® methodology, providing an innovative way of capturing service-user experiences through a narrative approach which generates both qualitative and quantitative data. Linking individual narratives with ‘signifier’ questions the participant identifies the meaning behind their story. Six cognitively tested questions were agreed. Two regional workshops were held with key stakeholders to identify the measurement factors relating to each question. The pilot project ran from May 2016 to July 2016, across all HSC Trusts in Northern Ireland. All service-users or carers who met the inclusion criteria were invited to participate.
Surveys were completed through a face-to-face meeting with the project key worker. Data analysis utilised the Sensemaker® tool, seen to minimise the risk of professional bias in interpreting data.
Findings:
Thirty-six surveys were completed. Project workers found the survey tool and accompanying guidance accessible and easy to use. The core measurement questions appeared to be understandable and respondents gave comprehensive accounts of personal experiences.
Safeguarding interventions were often felt to be traumatic and confusing, although often a trusting social work relationship enabled safe choices to be made. The large majority of respondents felt safer at the end of the investigation. In the absence of criminal convictions, there is a need for professionals in to highlight alternative parallel approaches to safeguarding including developing protective interventions, building on service-user’s resilience and existing community strengths. The importance of effective communication was highlighted; information in a selection of formats is needed, with stress and trauma inhibiting an individual’s ability to process information.
Conclusion
The project outcomes included an improvement in the understanding of service user experiences of the Adult Safeguarding process; an increase in the profile of service user experience as a key element of service commissioning and improvement, and an increase in professionals’ awareness of required changes. Achieving these outcomes was dependent on incorporating the findings into local and regional service model improvement plans. This outline of obtaining service user feedback can inform user involvement in other contexts.
Original language | English |
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Publication status | Published - 20 Apr 2018 |
Event | 8th EUROPEAN CONFERENCE FOR SOCIAL WORK RESEARCH: Social Work in Transition: Challenges for Social Work Research in a Changing Local and Global World - Edinburgh University, Edinburgh, United Kingdom Duration: 18 Apr 2018 → 20 Apr 2018 |
Conference
Conference | 8th EUROPEAN CONFERENCE FOR SOCIAL WORK RESEARCH |
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Country/Territory | United Kingdom |
City | Edinburgh |
Period | 18/04/2018 → 20/04/2018 |