Having Your Say
1 PRINCIPLES AND AIMS
NDWA is committed to continually reviewing and improving the quality of its services by the effective involvement of service users.
NDWA aims
- to ensure staff receive training about service user involvement and consultation
- to provide ‘creative’ procedures to facilitate involvement
- to provide comprehensive information to service users about NDWA services
- to ensure that the interests of service users are reflected in the development of services
- to clearly document evidence to indicate that views of service users are listened to.
2 SERVICE USER INVOLVEMENT
2.1 Why involve service users?
NDWA values the participation and involvement of service users in its work and believes that this involvement can help to ensure that:
- service users are empowered to make decisions about things which affect them directly
- children’s views are heard and taken into account when making decisions which affect them
- the unique perspectives of service users can assist in the improvement of service delivery
- service users are able to gain experience through the process of being involved which may support their personal growth and confidence.
2.2 Who can become involved?
NDWA encourages involvement in the operational and strategic work of NDWA both from current service users and those who have previously used services.
2.3 Where can service users effect change?
NDWA encourages those who use its services to give their views and be involved in:
(a) Personal Service Development including
- Individual support plans
- House meeting discussions
- Cleaning rotas
- Decoration/furniture
- Service/exit questionnaires
(b) Organisational development including:
- Reviewing policies and procedures
- Interviewing
- Revision of forms
- Feedback to other agencies
- Service promotion and publicity
- Volunteering
(c ) Supporting people strategic development including
- Supporting people forums
- Peer reviewing
- Publicity
- Feedback through service review
2.4 How NDWA will enable service users to be involved
- Payment of travel expenses
- Payment and sourcing of crèche/childcare
- Training and induction
- Advocacy
- Specialist provision eg signing, interpreting, induction loop, large print or audio versions of information
- Having clear communication processes
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