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Philosophy behind User Groups.
In the caring professions such as the NHS or Social Services to think of Users as consumers can and will be alien not only to the service recipient but also the service provider. This is perfectly natural as no one in their right mind wishes to be a consumer of cancer services or degenerative illness services etc. Service providers also do not wish to be looked upon either as purely doing it for the money. Human nature being what it is however can in some circumstances lead to services not actually putting the Users interest first and in some instances can lead to inappropriate and inefficient services.
A way of looking at Users of services that are provided by public bodies such as the NHS or Councils is to think of Users as consumers. In the private sector if organisations do not provide the consumer with what they require they will eventually go out of business. The main driving force behind ensuring companies remain competitive is provided by the consumer, or “market forces,” as it is more commonly known. In the public sector service providers, can if allowed, fail to modernise and not suffer the consequence of going out of business. This can mean that not only does the end User suffer but also service providers can be placed in impossible positions where they still try to provide services with inadequate resources as the pressures on these services increase.
A properly run User Group may provide an additional driving force to help improve efficiency of services. It can also act as an additional asset to lobby the relevant Authorities should a lack of resources be the underlying problem.
A Source of Market Research (Users needs):
In the private sector a manufacturer or service provider conducts market research to determine what the end User requires. In the public sector market research is not always conducted. This can lead to the service provider delivering a service they believe is for the best when in fact the end User requires something different. By having a User Group where true consultation takes place “market research” can be conducted.
Professionals may view User groups as an erosion of their perceived power. This may lead to professionals in positions of authority blocking any change processes required by Users of a service. Professionals may also perceive User Groups as a criticism on their professional judgment. User Groups can also be seen as yet another overhead on already stretched resources. To overcome these problems User Groups must be seen to add value to the services.
In order to balance the conflict of interests that may exist between service providers and recipients a set of principles should be agreed upon by all the major stakeholders in a service. If these principles are based on morality then the most vulnerable should always have their interests put first. By adopting a set of principles the power (authority) does not then lie either with the service provider or the service recipient. The power lies within the principles. The User group works to the set of principles that were agreed upon by all stakeholders during the countywide consultation into physical disabilities.
When working together both parties own any decisions that are made. This helps prevent the “them and us attitude” that can lead to negative conflict and a blame culture.
The White paper The new NHS: Modern, Dependable (Department of Health, 1997) Introduced the term Clinical Governance. It was defined as
“ a framework through which the NHS organisations are accountable for continuously improving the quality of their services and safeguarding high standards of care by creating an environment in which excellence in clinical care will flourish”
The Patient Experience is one of the Seven Pillars of Clinical Governance that the Strategic Health Authority proposed back in February 2000. In order to measure quality the User (Consumer) must be involved. Creating a safe environment and conducting independent, properly constructed User surveys can give a true picture of the “ Patient Experience”
User Guide Index Job descriptions Task Analysis. |
I research into disability
I am an expert.
I help the disabled
I know a lot about the disabled.
I am disabled
I know Too Much about being disabled.
Aims and Objectives of User Group
1. To ensure that service providers are given a balanced view of Users needs, wishes and views of services.
2. To ensure that services delivered reflect the Users needs, wishes and views by working in partnership with service providers.
3. To develop a communication strategy for keeping Users informed about services and the existence of the User Group.
Roles and Responsibilities of User Group
1. To ensure that all service Users are informed about the aims and objectives of the User Group. (Procedure No PDUG 01/04)
2. To ensure the User Group principles are adhered to as far as is reasonably practicable. (Procedure No PDUG 02/04)
3. To ensure that all service Users are kept informed. (Procedure No PDUG 03/04)
4. To ensure that a trained User representative is available to sit on interviewing panels where appropriate. (Procedure No PDUG 04/04)
5. To ensure a safe environment is provided where Users can be consulted on issues relevant to their needs as service Users. (Procedure No PDUG 05/04)
6. To ensure services are monitored from a Users perspective. (Procedure No PDUG 06/04)
7. To ensure the User Group is adding value to the service. (Procedure No PDUG 07/04)