PRACTICAL PARTNERSHIP: USER-DRIVEN SERVICE EVALUATION

1. PRACTICAL PARTNERSHIP: USER-DRIVEN SERVICE EVALUATION Jeff Bashton, Jim Cowan, Chris Russell

2. Three-way Partnership • Introductions • Three phases of the work: • Before the training course • The training course • After the training course • Summary • Comments and questions

3. Pre-Training Context • ‘New’ community care division • User involvement one of ‘.. Implementation streams’ i.e. happening at period of rapid change within the mainstream of adult social services • Very different style of leadership • Community partners is .. • Community partners – one of six developments supporting user involvement • Others are:- • WCA funded to do CP

4. Pre-Training Context • A new user steering group for the ‘new’ Community Care division. • Principles and Practice of user involvement document • Budget for paying service users • Policy documents • New Newsletter about user involvement

5. The Training Challenge • Time available and peoples’ starting point • Mixed group of staff and service users • Scope • Method • Content

6. Training day one • Ice breaker • Ground rules • What is research • Research: the five-step model, illustration • Ways of getting information • Begin to plan interviews

7. Training day two • Interview practice • Planning the evaluation of the community care review • Background to Wandsworth Adult Services restructuring • Making sense of data (analysing interviews) • Focus groups: introduction, practice, writing them up

8. Training day three • Designing questionaires • Interview schedules and focus group topic guides • Planning the evaluation of the community care review • Making sense of focus group findings • Presenting results (report, presentation) • Next steps

9. Post-Training • Four meetings so far kicking the feedback process into touch • Include a pilot of the whole process 400 questionnaires sent out in March • 3 service users are ringing service users who requested phone contact • 4 are sifting returned questionnaires • 2 are preparing to run focus groups with staff taking notes

10. Other Developments • There’s been another 3-day programme • Focusing on mystery shopping training and recruitment • Similar to first course action meetings held to implement training • 5 Service users at the Mystery Shopping meeting and 6 at the Training meeting • Each have further dates fixed

11. User Involvement in Adult Social Care • Outcomes Framework, star ratings and the state of user involvement • Rowntree Report and networking • User knowledge crucial • Role of the voluntary sector

12. User Involvement in Adult Social Care • The modernising agenda and technocratic social work • Horner’s book What is Social Work? • Are service users ‘natural’ allies of a social work profession at this time?

13. Contact Information • Chris Russell Tel: 01588 630 344 Email: chris@barn.abelgratis.co.uk • Jeff Bashton Tel: 0208 504 3867 Email: jeff@bashton.com • Jim Cowan Tel: 0208 871 8190 Email: jcowan@wandsworth.gov.uk