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LONDON BOROUGH OF REDBRIDGE

        Developing a model for Service User and Carer
        Involvement in the Transforming Adult Social
        Care Programme



 

Comments to  

Julie Fanning 
Executive Policy Adviser 
                                                            
Community Care 
Ley Street House,                                       
497‐499 Ley Street, 
Ilford, Essex IG2 7QX 
 
E‐Mail:          julie.fanning@redbridge.gov.uk 
Telephone:       020 8708 5167 
Facsimile:       020 8708 5170 

                                                                

                                                        




                                                                       




                                                                   Page  of 34 
Contents
                                              Page
Introduction                                   3-4
Background                                     5
Piloting the Model                             6
Proposed Model for Service User Involvement    7
The Model Guidelines for Service User
and Carer Involvement                          8 - 13
Appendices
Appendix 1 -
Feedback from Christine Burke and
Micheline Mason                               14 - 18
Appendix 2 -
Responses to evaluation questions             19- 22
Appendix 3 -
3.1     What you told us about the event      23- 27
3.2     How you would like to be involved     28-29
Appendix 4 –
Our vision for the future                     30
Appendix 5 -
Questionnaire                                 31- 34     


                             Page 2 of 34 
Introduction
Adult Social Care is changing, putting people who use services at the heart
of their own care and support. Services will be provided differently to meet
individual needs giving people who use services and their carers greater
control over their lives. The key to achieving successful and lasting change
in social care, is by gaining the genuine involvement of a wide range of
interested people, including those who use services, enabling them to
share their knowledge and experience and to positively influence change.




Redbridge has a good track record of involving people who use services
and carers in the planning, development and monitoring of services.
However this has been largely uncoordinated and often involves only one
group of people with a particular service need. As we begin
implementation of the Government Strategy “Putting People First”, we
have a responsibility to develop ways of ensuring people can exercise
choice and control over their lives, and to help give them a voice on service
development through advocacy and brokerage support linked to the
development of User Led Organisations based on the model of Centres for
Independent Living. We will also need to provide access to universal
information and advice services for all citizens.




                                Page 3 of 34 
In order to ensure that we involve people effectively we need to develop a
way of consulting and involving people equally, which builds on the good
processes that are already in place.




We need a framework which takes a cross cutting approach to consultation,
identifying shared areas of interest, as well as issues which impact on single
interest groups. This framework will equally value the views of individuals,
groups and wider forums, providing as many people as possible with the
opportunity to share their views on our plans for transforming adult social
care.

The proposals contained in this report bring together the findings from
earlier consultations and a Workshop held on 29 September 2009. The
report is in two parts firstly to propose a way of involving more people in
the changes in Adult Social Care in a consistent way and secondly to
suggest a way of working that will ensure we are as inclusive as possible.




We spoke to people who use services, voluntary organisations, other service
providers as well as NHS and Council staff. We were told that we should not
try to duplicate what was already working well but to try to find a way of co-
ordinating involvement building on existing good practice
                                 Page 4 of 34 
Background

A number of people have already put themselves forward to be involved in
Transforming Adult Social Care when they attended the following
Workshops, that were held during the summer of 2009 including :-

    • Informing the Commissioning Strategy (21 April 2009);

    • Developing a User Led Organisation in Redbridge (3 June 2009); and

    • Developing a model for User and Carer involvement (29 September
      2009)

Reports and outcomes from the workshops were sent to everyone that
came and are available on the council website at Redbridgei.gov.uk. At
the close of each event participants were asked if they would like to be
involved in future work. We had excellent feedback and a number of people
said they would like to be involved either by joining working groups,
receiving information by post or email such as newsletters or surveys. See
Appendix 3.2

We invited independent Facilitators, Christine Burke and Micheline Mason
to help us think about how we could develop an
effective model for service user and carer
involvement. We agreed that their report from
this work and a proposed model would form the
basis of our first consultation to pilot our model
and test whether it works. If it does work, we will
continue to evaluate and expand the model to
include a wider range of stakeholders.

We will also need to consider how our proposals fit in with the work
currently being coordinated in the voluntary sector to develop a User Led
Organisation (ULO) in Redbridge, based on a coalition model. A diagram
showing how the work meshes together with the work of the TASC
Workstreams and the ULO is included in this document as Appendix 3. We
will also consider links to the consultation framework in place as part of the
Redbridge Strategic Partnership.
                                 Page 5 of 34 
Piloting the Model
The diagram over the page sets out the proposed model, which we will
pilot in order to test its effectiveness. It shows that we have heard what we
were advised by people that use services, that is that we should look at the
arrangements that are already in place and build on that expertise,
knowledge and commitment. Hopefully the groups mentioned will be
easily recognised and if there are any gaps or if we have left anyone off we
would like to hear about it. We will use the guidelines set out below (pages
), which were developed from service user and carer suggestions at the
Workshop on 29th September 2009.

We will approach the lead organisations to help us identify individuals that
could become Citizen Leaders responsible for representing their
community and will form the Redbridge Service User Reference Group
(ReSurg). They will be provided with appropriate training and support to
undertake this role.

When the consultation is complete we will evaluate the process. If the
findings show we have been successful in reaching our target audience we
will continue to refine the model along the same lines, taking account of
feedback we have received.

As part of the consultation process we will be asking some key questions
which will help us find out if the model and the guidelines work well for
everyone. The consultation questions can be seen at the back of this report
as Appendix 2




                                Page 6 of 34 
    Proposed Model for Service User Involvement in Transforming Adult Social Care

 




                                             Page  7 of 34 
 


The Model Guidelines for Service User and Carer
Involvement

The guidelines below have been put together to help consultations be clear
and includes everyone. They will help with developing a commitment to
making consultations real. These guidelines do not form a rulebook and
should be used with other forms of good practice.



         Guidelines
         The first step is to write a consultation plan including a budget. It
         needs to state how it will be evaluated. The following format may
be helpful.



              Pre-meeting
              Why is the consultation being carried out?

What is the main reason for wanting to consult? Is it due to a legal
requirement? What do you expect to achieve from the consultation?

What is the consultation about?

What are you asking in the consultation; what can be changed?

Who does the subject of the consultation affect?

Who could be affected by the subject being consulted on? Who should be
given the chance to take part in the consultation?

Are you including everyone?

Have you identified the equalities groups you need to involve and how?



                                 Page 8of 34 
Will you do an Equalities impact assessment?



Have you allowed enough time to feedback?

Is your timeline realistic to make sure you are able to check responses
before using consultation information.

What methods will be used?

Choosing methods that makes sure you are including everyone. Also the
invitation should be sent in different styles to make sure it reaches
everyone. That it gives people an option how they wish to be consulted.

How will the consultation responses be used?

People need to know that when they are being consulted their voices will
be heard and taken seriously.

You need to be transparent about what you are not consulting about
because you cannot change it.

How will you feedback?

You need to explain from the beginning how this will happen.

How will you evaluate the consultation?

Being clear from the beginning what you will do if you do not meet all the
above and how you will know you have. How will you check and who will
do this?

           Accessibility - Venue/information

           The choice of the venue should include physical access, parking,
           transport links, being welcoming, good food, right temperature,
           enough space and light, no barriers (like columns) in the room,
           break out rooms, facilities for young people if appropriate.

Information needs to be in as many formats as possible including easy read
and electronic.


                                 Page 9 of 34 
It needs to be clear if people are being paid to participate or not, and how
much. Claim forms need to be provided.

Supporters need to be well briefed in terms of the process and also their
role (they are there to support people’s voice, not for their voice to be
heard). If need be they could be consulted separately.

            Good Organisation

            Good organisation will determine the quality of the
            consultation. Plenty of advance notice – consult a religious
            calendar to avoid festivals or religious events; well designed
information; booking facilitators, set programme for consultation which
might include home visits, booking language interpreters including BSL if
required, booking and briefing supporters; arranging pre-meetings.

                   Transport

                   Check if people need transport organised to drop off and
                   pick up at the beginning and end of the day. Transport
needs to be organised around the needs of the session, not the providers
e.g. day centres. Consider the use of taxis.

Other Factors to Consider

Seriousness of intent: The consultations should not happen unless you
intend to act on their recommendations.

Respect: An attitude of respect needs to be taken if you are asking people
to volunteer time, effort and experience.



The Consultation

The example questions below are suggestions that can be varied
depending on nature of the consultation.

    1. What do you want?

    2. What has been useful so far?

    3. What are the barriers to be overcome?
                                Page 10 of 34 
Listening to Each Other

              The listening exercise described in this report will help
              participants to think aloud in a confidential and supported
              way. It gives an opportunity to explore their thoughts of what
they want for themselves as a benchmark to what they are being consulted
             about.

             How to Include Everyone

             This question needs to be asked before the consultation is
             designed in order to make sure that everyone is reached e.g.
             meeting the needs of people who are deaf, blind, need
interpretation, in hospital or prison, unable to leave home, do not use
words or who need a different environment in order for them to say what
they want. This may lead to different styles of consultation and
communication being used, including home visits.

Consultations should be organised at weekends and evenings as well as
during working hours in order to include working people.

A briefing paper needs to be sent with the invitation explaining exactly
what the process before, during and after will be. This should be in an
accessible format and take into consideration different flexible methods
that need to be taken in order to include everyone.

External Facilitation

There are benefits in using external facilitation as this will help participants
to speak up without fear. Families and individuals often say that they would
not say anything negative in fear that they may lose the support that they
already have. Also if people want to say something about the nature of
support it would be important that the facilitators there to help them speak
up are not from the services they are using. This is also true for young
people if their teachers or parents are present.

There are benefits in organising a separate session or at the feedback
process to inform and make sure people voices are heard by those in power
in an anonymous way.
                                 Page 11 of 34 
Other Things

              Check for dietary requirements, make sure vegetarian and meat
              dishes are separate, make sure there is a room for people to
pray if they need to; electronic equipment and sitting arrangements should
be set well in advance.

Clear Structure to the Day

The process of the day needs to be explained fully. The structure of the day
should include small groups and pairs as well as speakers, so everyone has a
chance to contribute. Structured listening is useful. Presentations need to
be short, clear and accessible. Use of film, music, pictures all help keep
peoples interest.

The pace of the day needs to be a realistic one to allow people to think and
express themselves despite any language or communication
differences.

Timekeeping - Beginnings and ending and breaks should be
respected to avoid fatigue.

People should have access to refreshments and comfort facilities
throughout the day.



Feedback after the event

After the event participants should be given information as to what will
happen next. They need to know when they will receive minutes of the
consultation and information of outcomes, and if there will be any further
meetings.  
 

 

 




                                Page 12 of 34 
Closing Remarks

             Although good consultation is important it does not replace
             the need for disabled people and elders to organise in order
             to be able to define what they want and fight for their rights.
User led organisations need to also be supported and resourced so they can
lead the agenda themselves.




                                Page 13 of 34 
 

                                                                              Appendix 1

             Feedback from Christine Burke and
    Micheline Mason on the Consultation Workshop
                   Held on 29th September 2009

Introduction
The Government’s intent to consult with the public has led, and is leading to many
consultations to involve citizens in guiding the outcomes of future policies. In order to
prevent this from becoming tokenistic or ineffective it is important for all wishing to
consult to be clear why they are consulting and what impact these voices will have. This
is even more important when trying to involve those they find it hard to reach, e.g.
disabled people or ethnic minorities. This report is written in the hope that it will create a
flexible and inclusive model for ensuring we are able to hear everyone’s voice.

The Government has written a strategy called Putting People First. It says that Adult
Social Services have to change the way it works by making services more person centred
and more able to meet the needs of everyone who needs to use services by giving them
more choice. Lots of different people with different needs use social care services. So
they will want to have a say about how changes might affect them.

Staff in Adult Social Services need to hear what people think about the plans for change
and want to put in place a way of finding out from lots of people whether the changes
make things better for them and their families.



The Brief We Were Given
The London Borough of Redbridge invited the
Foundation for People with Learning Disabilities (the
Foundation) to help them to develop a model for
Involvement and Consultation for Service User and
Carers in the Transforming Adult Social Care
Programme. 




                                       Page 14 of 34 
The Foundation was asked to help find out the best way of working together across
service user groups and helping people to take a lead in consultation and involvement.
Christine Burke, Service Development Manager at the Foundation, and Micheline Mason,
Disabled activist and Associate Consultant for the Foundation, were commissioned to
help work out how to improve service user and carer involvement.

This report is based on feedback from the workshop to see if their ideas will work and be
a good process for service user and carer involvement.




Methodology
A workshop was organised and the London Borough of Redbridge invited older people,
carers, people with disabilities and / or mental health problems and people with a
learning disability. They asked them to tell us what is the best way of making sure as
many people as possible can get involved in planning future services and don’t miss out
on getting the services and support they need.

The Foundation asked for a brief, including an accessible version, to be sent out by
Redbridge to all coming to the planning workshop and the actual workshop.

The facilitators met to plan and prepare materials for the day and for a pre-meeting with
people with learning disabilities.

The Pre-workshop Meeting
We wanted to make sure the people invited knew what
they were being consulted about and why. For this
reason we held a pre-meeting with a number of people
with learning disabilities to help explain the brief and the
point of consultation. We did this to find out what would
help them to be included.

At the pre meeting participants asked that:

    •   All information was in plain English and accessible

    •   The pace was such that allowed them thinking time

    •   That they had a supporter to explain things if they needed it

    •   To have space for working in pairs or small groups

    •   To use Traffic Light Cards in order to make sure that everyone was able to ask a
        question, interrupt if things were not clear or too fast (this model uses a series of

                                       Page 15 of 34 
coloured cards to
        facilitate participation,                                                 e.g a
        red card indicates                                                        ‘stop, I
        have missed a point,                                                      can
        you repeat)

    •   Regular breaks

    •   For future
        consultations and meetings to have a pre-meeting like the one designed for this
        process to be organised for them.

We used this information in the design of the workshop.

The Workshop
People were welcomed and made to feel comfortable. Hot drinks and refreshments
were available on arrival with staff on hand.

As it was a big group (over 60) we sat people around tables with a facilitator on each
table. We set up a Power Point screen where everyone could see from their tables.

We explained the programme for the day and all the materials to be used. Big sheets of
paper with questions were available so they did not have to worry about having to
remember what they were being asked to do at each stage. A graphic record of the
sequence of the day was kept on the wall to help with remembering what people said.

Our aim for the morning session was to give the group an experience of being
consulted.

We opened with a briefing session from the Local Authority (LA) so that everyone was
clear why they were there.

We began the day with a 10 minute presentation from one of the consultants who is
herself a disabled activist. She spoke about the struggle
disabled people had had in the past to overcome their
oppression, and of many of the things they had achieved
once they became a united movement for change. We
did this in order to put the day into a historical context of
the importance of disabled people having a voice
because they were excluded before. This was to help
people see the importance of the efforts they were
making by coming to the day, even though actual change may not be immediate or
obvious. 

The next part of the programme was a listening exercise.

                                      Page 16 of 34 
We asked people to pick a partner, and to take equal turns to listen to each other. We
instructed the listeners to not interrupt, give advice or change the subject, but simply to
listen with delight whilst the other person took the chance to think aloud about the
question we asked. We asked that the content of what each person said was to be
confidential (no one except themselves could refer to it afterwards). We timed the
sessions (3 minutes each) and then asked for a few people to say what the experience
had been like.

The reason we did this was to give people a safer than usual chance to explore their real
thoughts and feelings, and also to learn to really listen to others without interrupting. In
ordinary life this opportunity is very rare. A consultation is primarily asking people to
think for themselves rather than just say what they think people want to hear.

The next bit of the programme was asking three questions, with the partners from the
first exercise. These are listed below along with the reasoning behind each:



1. What Makes a Good Life?

     In order for everyone to have a clear definition of the meaning of consultation
     participants were asked to think about what makes a good life. We asked this
     particular question to focus people on their own goals, rather than the goals of
     service providers, which would then guide their responses to future consultation
     i.e. ‘Will this policy help me to achieve the life I want?’

2. What helps us to achieve a good life?

     We asked this so that people could think about support and services which had
     been useful to them as a benchmark. These are things they might want more of.

3. What gets in the way of achieving a good life?

     An opportunity for people to think about the barriers to their goals and the
     changes which might be needed in order to remove these barriers.

After this we broke for lunch.

After lunch we started the second half of the programme. The purpose of the second
half was to reflect on the process which had been experienced in the morning, which we
hoped had been a model of good practice.




                                      Page 17 of 34 
We then asked them to evaluate the first half of the day by asking the following
questions:

    •   What made it good?

    •   What could be better?

    •   Would it work for everyone? If not why not?

    •   Whose voice is missing?

The answers to these questions gave us the guidance for good consultation.

We asked a final question:

    •   How would you know you have been heard?

This was to give us the guidance of what should follow a good consultation exercise.

Some evaluation responses are listed below while the full responses can be found in the
Appendix:

The whole day felt welcoming, comfortable and easy.

Good to share experiences.

There was a clear structure to the day.

The pre-meeting helped me to feel I could participate and heard.

Thinking about ideas.

Change of attitude “this is 2009 not 1889”.

Process needs to take into account and identify gaps to enable a wider representation of
individual needs and access to services.




                                          Page 18 of 34 
Appendix 2


Responses to evaluation questions


What worked or not on the day?
The whole day felt welcoming, comfortable and easy.

Good to share experiences

Good to hear what other people think

I enjoyed having space to listen and be listened to.

Well organised

Accessible venue

There was a clear structure to the day.

The pre-meeting helped me to feel I could participate and heard

Staff very helpful Redbridge and Holiday Inn

Delegates helpful to each other, good mix of people

People from different backgrounds

Venue Good – easy to get to, plenty of parking stress free (Signage outside needed to be
bigger)

Food was good

Very inclusive, relaxed, accessible to all

Good to have someone accompanying to help

We had excellent help from Redbridge staff, ie organising transport and passing on
information we didn’t know

We all shared ideas

Managing to arrive on time

Doing a trial yesterday (Prep day)

                                             Page 19 of 34 
Microphone helps everyone to hear

Nice lunch/Nice staff/Lots of drinks

Meeting new people

Listening Properly

People from different backgrounds

Transport links

Accessible venue

It has been interesting

Being Heard

That learning Disabilities were spoken about as well as other disability groups

Thinking about ideas

Historic Introduction

Informal Seating arrangements



How will you know you have been heard?
Development of Service User group

Improved Communication

More Service User Involvement

Feedback by word of mouth

Feedback from actions/outcomes

Actions to be implemented with timescale adhered too

Acknowledgement from service providers – availability of more resources

When things begin to happen – changes made

When others stop talking

When other choices are offered

When things change

                                       Page 20 of 34 
When People see results

Change of attitude “this is 2009 not 1889”

Up to date directory of services

Need to see action being taken – so we are being listened to

Report of meeting in user friendly language - on Tape/CD

See write up of event in press – Redbridge life, Redbridge I

When things are better

Have regular check up on how things are progressing (every 6 months)

Statement of intent and commitment sent to Director of RASS – request a response so we are
aware of on-going dialogue

Programme the changes – deadlines for action

When we have got a quality service we require

In person centre planning “give me what I want and I will know you heard me!”



Would it work for everyone?
Yes – if prepared to listen with good feedback

Important to have wide representation

No – People with language difficulties

No – housebound

No – Certain types dementia related illnesses

No – not able to reach out to everyone the process needs to be tailored to more specific needs
for certain individuals

No – process needs to take into account and identify gaps to enable a wider representation
of individual needs and access to services

It would have to be needs led

Mixing with people from different service user groups helps to share issues

People with complex needs or issues with group meeting being crowded might prefer pre-
meets or small group of 1 to 1
                                         Page 21 of 34 
Yes if we followed this process

If it was clearer what it was about, more people might have come.

No – only with plenty of support

Not for people who have difficulty in understanding big words

Yes if had traffic light cards but too difficult to use in big meetings

Some people need to go at slower pace

Did other groups need the same sort of pre meeting as we had?

Monthly information forum, more that one, to cover local areas

No – would need to be differently structured for the visually impaired, deaf, housebound,
hospitalised or anyone with language difficulties

Need more visual input rather than just talking

No – more suitable venue needed – Pales, walls difficult to see

No - Smaller like minded groups eg. by disabilities

No – One to One/Face to Face/Telephone works better for some people




                                          Page 22 of 34 
Appendix 3.1

    Developing a model for Service User Consultation in Redbridge

                     What you told us about the event

             Did you find out what you wanted to know?



                               4%   0%
               11%
                                                        33%
                                                                           Fully
                                                                           Mostly
                                                                           Half-met
                                                                           Slightly
                                                                           Not at all


                52%




                  Was the workshop useful?



             9%        2% 2%
                                                              Fully
                                                 46%          Mostly
                                                              Half-met
                                                              Slightly
      41%                                                     Not at all




                                Page 23 of 34 
Did the speakers give you useful information?



           11%   2% 2%
                                                  Fully
                                            46%   Mostly
                                                  Half-met
                                                  Slightly
     39%                                          Not at all




             Were the facilitiators helpful?



                      0%
                                                  Fully
    37%
                                                  Mostly
                                                  Half-met
                                                  Slightly
                                            63%
                                                  Not at all




                           Page 24 of 34 
Length of Event



            2%         7%

                                           Too long
                                           Just right
                                           Too short

          91%




                  Venue



                0%4%
                                          Poor
    41%                             31%
                                          Fair
                                          Good
                                          Very Good
                                          Excellent
                   24%




                   Page 25 of 34 
Catering



                   0%        9%
                                           13%   Poor
    48%                                          Fair
                                                 Good
                                                 Very Good
                                          30%    Excellent




      Would you like to know more about how we
        are developing Support Planning and
              Brokerage in Redbridge?


                        0%


                                                        Yes
                                                        No


                     100%




                         Page 26 of 34 
I am a....

                                          Service User

                13%                       Carer
    13%
                                    48%   PA
    0%
                                          Voluntary Sector
          26%                             Representative
                                          Staff Member
                                          LBR/NHSR/NELFT




                       Page 27 of 34 
 

                                                                 Appendix 3.2
 



          How often would you like to receive information?



                22%                                  Quarterly

                                                     Not Sure

    34%                              44%             As a major
                                                     development arrises



 


                Would you like to be invited to other
                 Transforming Social Care events?



                          2%

                                               40%           Yes
                                                             No
    58%                                                      Made aware




                                                                            

 

 

 

 

 
                                  Page 28 of 34  
 

 


            Would you like to join a reference group?




                                                            42%
                                                                        Yes
                                                                        No
    58%




 


           How would you like to be communicated with?



                      39%


             30%
                                        28% 29%
                                                                 25%
          23%


                            16%

                                                           10%




      Newsletters    E-bulletin         Events            Redbridge I

                     Preferred Method   Could be useful

 




                                  Page 29 of 34 
Developing a model for user involvement
                                                                        r     Com
                                                                   Wide           mun
                                                                                      ity                               in Transforming Adult Social Care
                                                              Existing User     Redbridge
                                                                   Led           Strategic
                                                              Organisations     Partnership
                                                                  gaps?

                                                        Existing       User Led          Local
                                                      consultation  Organisation Involvement
                                                                            z
                                                        forums     * common goals       Network
                                                                   * all user groups (LINks) gaps?
                                                         gaps?

                                                                                                                                                                                   Outcomes
                                                                              Voluntary                                                        Outp
                                                                               sector                             * Independent Living                uts
                                                                                                                          Advisors
                                                                                                                                     * Help to self assess
                                                                                                               * Disability rights                                           Centre for Independent
                                                                                                                                                         * Brokerage
                                                                         User Specific                                             * Advice, information,                             Living
                                                                    Redbridge                                                            advocacy          * Peer support
                                                                                          Provider
                                                                   Service User
                                                                                         Reference
                                                                    Reference                                                                        * Universal offer for
                                                                                           Group
                                                                      Group                                                                            information and
                                                                                                                                  * Users and carers
                                                                                                                                                       advice available
Joint Strategic      In dep                                         Communications                                  * Roles defined     aware
                           th n                                                                                                                 * Support in place
    Needs             assess eeds                                                                        * Accessible systems in * Market developed
                                                                                                                                                                             Independence, Choice
                            ment                                                          Co                                                                                     and Control
 Assessment                                                                                  m                     place
                                                          l
                                                 l C ng




                                                                                              m
                                                       ita




Working Group     Commu                                                                        iss                            * Workforce trained
                                              cia ldi
                                                    ap




                       nity Eng                                                                    io         * Safeguarding
                                            So Bui




                                a                                                                    ni
                      Sub Gro gement                                           Workshops                ng      framework                   Outp
                                                                                                                                                 uts
                              up                           User Led            * Direct Payment
                                                         Organisation              users
                                                         Workshop -                * Providers
                                                          voluntary                * Market testing
                                                                    Transforming
                                                                                                          Systems
                                       Workforce




                                                                     Adult Social
                                                                        Care
                                                                                                            and
                                                                      Executive                           Support
                                                           Workshop
                                                           * Support




                                                                                                                                                                                              Appendix 4
                                                           planning
                                                           * Brokerage
                                                                                                          ng
                                                                (LDP)                                   di
                                                   Customer                                           ar
                                                    Journey                                        gu
                                                                                              Safe
                                                                        Universal
                                                                     Information &
                                                                         Advice                                        Page 30 of 34 
 
                                                                      Appendix 5

          Developing a Model for Service User Engagement in

             Transforming Adult Social Care Questionnaire




We would like to know what you think about this Report.

This report is a record of what people who use health and social care
services told us at a Workshop on 29th September 2009. It also sets out what
we think you described as a way of involving people that use services and
their carers in the work we are doing to improve and modernise adult social
care.

To help us be sure that this is a good idea we are asking people who use
services and their carers to answer the following questions. You can either
fill in the form yourself or you can tell someone what you think and ask
them to tell us your ideas, by writing, emailing or telephoning Julie
Fanning, her contact details are on the front cover.

To help us reach as many people as possible we will set up a group called
the Redbridge Service User Reference Group and we will call it ReSURG for
short. The people that come to ReSURG will be asked to talk to lots of other
people about what happened at the ReSURG meetings and to tell ReSURG
what the people they spoke to thought about the ideas discussed.




                                                                                

     

     




                                Page 31 of 34 
Would you like to know more about becoming involved in changes to
 Adult Care?




 Please tell us how you would like to be contacted?




Name:




 I am a:



 1Service User

 1Carer

 1PA

 1Voluntary Sector Representative

 1Staff Member LBR/NHSR/NELFT




                              Page 32 of 34 
 

    1.   Is this a good idea?

         Yes (   )         No (     )

         1.1 If you answered no, how could we make it better?


          




    2.   Have we listed the right Groups in the coloured outer circle?

         Yes (       )     No ( )

         2.1 If you answered no, who should have been included?

              




    3.   Do you think the Guidelines for involving people who use
         services are right?

         Yes ( )           No ( )

         3.1 If you answered no, how could we make it better?

              




                                    Page 33 of 34 
4.   Is there anything else we should do to help people have their
         say?

         Yes ( )               No ( )

         4.1 If you answered yes , could you tell us?


          

          

          

          

          

          




    5.   Is there anything else you would like to say about the workshop
         on 29th September 2009, the Model we are suggesting or the
         Guidelines?


          




Please address completed questionnaires to:  
Julie Fanning, Executive Policy Adviser 
Community Care, Ley Street House, 497‐499 Ley Street, Ilford, Essex IG2 7QX



                                        Page 34 of 34 

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Developing a model for involvement in social care (redbridge)

  • 1. LONDON BOROUGH OF REDBRIDGE Developing a model for Service User and Carer Involvement in the Transforming Adult Social Care Programme   Comments to   Julie Fanning  Executive Policy Adviser    Community Care  Ley Street House,     497‐499 Ley Street,  Ilford, Essex IG2 7QX    E‐Mail:  julie.fanning@redbridge.gov.uk  Telephone:  020 8708 5167  Facsimile:  020 8708 5170            Page  of 34 
  • 2. Contents Page Introduction 3-4 Background 5 Piloting the Model 6 Proposed Model for Service User Involvement 7 The Model Guidelines for Service User and Carer Involvement 8 - 13 Appendices Appendix 1 - Feedback from Christine Burke and Micheline Mason 14 - 18 Appendix 2 - Responses to evaluation questions 19- 22 Appendix 3 - 3.1 What you told us about the event 23- 27 3.2 How you would like to be involved 28-29 Appendix 4 – Our vision for the future 30 Appendix 5 - Questionnaire  31- 34     Page 2 of 34 
  • 3. Introduction Adult Social Care is changing, putting people who use services at the heart of their own care and support. Services will be provided differently to meet individual needs giving people who use services and their carers greater control over their lives. The key to achieving successful and lasting change in social care, is by gaining the genuine involvement of a wide range of interested people, including those who use services, enabling them to share their knowledge and experience and to positively influence change. Redbridge has a good track record of involving people who use services and carers in the planning, development and monitoring of services. However this has been largely uncoordinated and often involves only one group of people with a particular service need. As we begin implementation of the Government Strategy “Putting People First”, we have a responsibility to develop ways of ensuring people can exercise choice and control over their lives, and to help give them a voice on service development through advocacy and brokerage support linked to the development of User Led Organisations based on the model of Centres for Independent Living. We will also need to provide access to universal information and advice services for all citizens.   Page 3 of 34 
  • 4. In order to ensure that we involve people effectively we need to develop a way of consulting and involving people equally, which builds on the good processes that are already in place. We need a framework which takes a cross cutting approach to consultation, identifying shared areas of interest, as well as issues which impact on single interest groups. This framework will equally value the views of individuals, groups and wider forums, providing as many people as possible with the opportunity to share their views on our plans for transforming adult social care. The proposals contained in this report bring together the findings from earlier consultations and a Workshop held on 29 September 2009. The report is in two parts firstly to propose a way of involving more people in the changes in Adult Social Care in a consistent way and secondly to suggest a way of working that will ensure we are as inclusive as possible. We spoke to people who use services, voluntary organisations, other service providers as well as NHS and Council staff. We were told that we should not try to duplicate what was already working well but to try to find a way of co- ordinating involvement building on existing good practice   Page 4 of 34 
  • 5. Background A number of people have already put themselves forward to be involved in Transforming Adult Social Care when they attended the following Workshops, that were held during the summer of 2009 including :- • Informing the Commissioning Strategy (21 April 2009); • Developing a User Led Organisation in Redbridge (3 June 2009); and • Developing a model for User and Carer involvement (29 September 2009) Reports and outcomes from the workshops were sent to everyone that came and are available on the council website at Redbridgei.gov.uk. At the close of each event participants were asked if they would like to be involved in future work. We had excellent feedback and a number of people said they would like to be involved either by joining working groups, receiving information by post or email such as newsletters or surveys. See Appendix 3.2 We invited independent Facilitators, Christine Burke and Micheline Mason to help us think about how we could develop an effective model for service user and carer involvement. We agreed that their report from this work and a proposed model would form the basis of our first consultation to pilot our model and test whether it works. If it does work, we will continue to evaluate and expand the model to include a wider range of stakeholders. We will also need to consider how our proposals fit in with the work currently being coordinated in the voluntary sector to develop a User Led Organisation (ULO) in Redbridge, based on a coalition model. A diagram showing how the work meshes together with the work of the TASC Workstreams and the ULO is included in this document as Appendix 3. We will also consider links to the consultation framework in place as part of the Redbridge Strategic Partnership.   Page 5 of 34 
  • 6. Piloting the Model The diagram over the page sets out the proposed model, which we will pilot in order to test its effectiveness. It shows that we have heard what we were advised by people that use services, that is that we should look at the arrangements that are already in place and build on that expertise, knowledge and commitment. Hopefully the groups mentioned will be easily recognised and if there are any gaps or if we have left anyone off we would like to hear about it. We will use the guidelines set out below (pages ), which were developed from service user and carer suggestions at the Workshop on 29th September 2009. We will approach the lead organisations to help us identify individuals that could become Citizen Leaders responsible for representing their community and will form the Redbridge Service User Reference Group (ReSurg). They will be provided with appropriate training and support to undertake this role. When the consultation is complete we will evaluate the process. If the findings show we have been successful in reaching our target audience we will continue to refine the model along the same lines, taking account of feedback we have received. As part of the consultation process we will be asking some key questions which will help us find out if the model and the guidelines work well for everyone. The consultation questions can be seen at the back of this report as Appendix 2   Page 6 of 34 
  • 7.   Proposed Model for Service User Involvement in Transforming Adult Social Care       Page  7 of 34 
  • 8.   The Model Guidelines for Service User and Carer Involvement The guidelines below have been put together to help consultations be clear and includes everyone. They will help with developing a commitment to making consultations real. These guidelines do not form a rulebook and should be used with other forms of good practice. Guidelines The first step is to write a consultation plan including a budget. It needs to state how it will be evaluated. The following format may be helpful. Pre-meeting Why is the consultation being carried out? What is the main reason for wanting to consult? Is it due to a legal requirement? What do you expect to achieve from the consultation? What is the consultation about? What are you asking in the consultation; what can be changed? Who does the subject of the consultation affect? Who could be affected by the subject being consulted on? Who should be given the chance to take part in the consultation? Are you including everyone? Have you identified the equalities groups you need to involve and how?   Page 8of 34 
  • 9. Will you do an Equalities impact assessment? Have you allowed enough time to feedback? Is your timeline realistic to make sure you are able to check responses before using consultation information. What methods will be used? Choosing methods that makes sure you are including everyone. Also the invitation should be sent in different styles to make sure it reaches everyone. That it gives people an option how they wish to be consulted. How will the consultation responses be used? People need to know that when they are being consulted their voices will be heard and taken seriously. You need to be transparent about what you are not consulting about because you cannot change it. How will you feedback? You need to explain from the beginning how this will happen. How will you evaluate the consultation? Being clear from the beginning what you will do if you do not meet all the above and how you will know you have. How will you check and who will do this? Accessibility - Venue/information The choice of the venue should include physical access, parking, transport links, being welcoming, good food, right temperature, enough space and light, no barriers (like columns) in the room, break out rooms, facilities for young people if appropriate. Information needs to be in as many formats as possible including easy read and electronic.   Page 9 of 34 
  • 10. It needs to be clear if people are being paid to participate or not, and how much. Claim forms need to be provided. Supporters need to be well briefed in terms of the process and also their role (they are there to support people’s voice, not for their voice to be heard). If need be they could be consulted separately. Good Organisation Good organisation will determine the quality of the consultation. Plenty of advance notice – consult a religious calendar to avoid festivals or religious events; well designed information; booking facilitators, set programme for consultation which might include home visits, booking language interpreters including BSL if required, booking and briefing supporters; arranging pre-meetings. Transport Check if people need transport organised to drop off and pick up at the beginning and end of the day. Transport needs to be organised around the needs of the session, not the providers e.g. day centres. Consider the use of taxis. Other Factors to Consider Seriousness of intent: The consultations should not happen unless you intend to act on their recommendations. Respect: An attitude of respect needs to be taken if you are asking people to volunteer time, effort and experience. The Consultation The example questions below are suggestions that can be varied depending on nature of the consultation. 1. What do you want? 2. What has been useful so far? 3. What are the barriers to be overcome?   Page 10 of 34 
  • 11. Listening to Each Other The listening exercise described in this report will help participants to think aloud in a confidential and supported way. It gives an opportunity to explore their thoughts of what they want for themselves as a benchmark to what they are being consulted about. How to Include Everyone This question needs to be asked before the consultation is designed in order to make sure that everyone is reached e.g. meeting the needs of people who are deaf, blind, need interpretation, in hospital or prison, unable to leave home, do not use words or who need a different environment in order for them to say what they want. This may lead to different styles of consultation and communication being used, including home visits. Consultations should be organised at weekends and evenings as well as during working hours in order to include working people. A briefing paper needs to be sent with the invitation explaining exactly what the process before, during and after will be. This should be in an accessible format and take into consideration different flexible methods that need to be taken in order to include everyone. External Facilitation There are benefits in using external facilitation as this will help participants to speak up without fear. Families and individuals often say that they would not say anything negative in fear that they may lose the support that they already have. Also if people want to say something about the nature of support it would be important that the facilitators there to help them speak up are not from the services they are using. This is also true for young people if their teachers or parents are present. There are benefits in organising a separate session or at the feedback process to inform and make sure people voices are heard by those in power in an anonymous way.   Page 11 of 34 
  • 12. Other Things Check for dietary requirements, make sure vegetarian and meat dishes are separate, make sure there is a room for people to pray if they need to; electronic equipment and sitting arrangements should be set well in advance. Clear Structure to the Day The process of the day needs to be explained fully. The structure of the day should include small groups and pairs as well as speakers, so everyone has a chance to contribute. Structured listening is useful. Presentations need to be short, clear and accessible. Use of film, music, pictures all help keep peoples interest. The pace of the day needs to be a realistic one to allow people to think and express themselves despite any language or communication differences. Timekeeping - Beginnings and ending and breaks should be respected to avoid fatigue. People should have access to refreshments and comfort facilities throughout the day. Feedback after the event After the event participants should be given information as to what will happen next. They need to know when they will receive minutes of the consultation and information of outcomes, and if there will be any further meetings.           Page 12 of 34 
  • 13. Closing Remarks Although good consultation is important it does not replace the need for disabled people and elders to organise in order to be able to define what they want and fight for their rights. User led organisations need to also be supported and resourced so they can lead the agenda themselves.   Page 13 of 34 
  • 14.   Appendix 1 Feedback from Christine Burke and Micheline Mason on the Consultation Workshop Held on 29th September 2009 Introduction The Government’s intent to consult with the public has led, and is leading to many consultations to involve citizens in guiding the outcomes of future policies. In order to prevent this from becoming tokenistic or ineffective it is important for all wishing to consult to be clear why they are consulting and what impact these voices will have. This is even more important when trying to involve those they find it hard to reach, e.g. disabled people or ethnic minorities. This report is written in the hope that it will create a flexible and inclusive model for ensuring we are able to hear everyone’s voice. The Government has written a strategy called Putting People First. It says that Adult Social Services have to change the way it works by making services more person centred and more able to meet the needs of everyone who needs to use services by giving them more choice. Lots of different people with different needs use social care services. So they will want to have a say about how changes might affect them. Staff in Adult Social Services need to hear what people think about the plans for change and want to put in place a way of finding out from lots of people whether the changes make things better for them and their families. The Brief We Were Given The London Borough of Redbridge invited the Foundation for People with Learning Disabilities (the Foundation) to help them to develop a model for Involvement and Consultation for Service User and Carers in the Transforming Adult Social Care Programme.    Page 14 of 34 
  • 15. The Foundation was asked to help find out the best way of working together across service user groups and helping people to take a lead in consultation and involvement. Christine Burke, Service Development Manager at the Foundation, and Micheline Mason, Disabled activist and Associate Consultant for the Foundation, were commissioned to help work out how to improve service user and carer involvement. This report is based on feedback from the workshop to see if their ideas will work and be a good process for service user and carer involvement. Methodology A workshop was organised and the London Borough of Redbridge invited older people, carers, people with disabilities and / or mental health problems and people with a learning disability. They asked them to tell us what is the best way of making sure as many people as possible can get involved in planning future services and don’t miss out on getting the services and support they need. The Foundation asked for a brief, including an accessible version, to be sent out by Redbridge to all coming to the planning workshop and the actual workshop. The facilitators met to plan and prepare materials for the day and for a pre-meeting with people with learning disabilities. The Pre-workshop Meeting We wanted to make sure the people invited knew what they were being consulted about and why. For this reason we held a pre-meeting with a number of people with learning disabilities to help explain the brief and the point of consultation. We did this to find out what would help them to be included. At the pre meeting participants asked that: • All information was in plain English and accessible • The pace was such that allowed them thinking time • That they had a supporter to explain things if they needed it • To have space for working in pairs or small groups • To use Traffic Light Cards in order to make sure that everyone was able to ask a question, interrupt if things were not clear or too fast (this model uses a series of   Page 15 of 34 
  • 16. coloured cards to facilitate participation, e.g a red card indicates ‘stop, I have missed a point, can you repeat) • Regular breaks • For future consultations and meetings to have a pre-meeting like the one designed for this process to be organised for them. We used this information in the design of the workshop. The Workshop People were welcomed and made to feel comfortable. Hot drinks and refreshments were available on arrival with staff on hand. As it was a big group (over 60) we sat people around tables with a facilitator on each table. We set up a Power Point screen where everyone could see from their tables. We explained the programme for the day and all the materials to be used. Big sheets of paper with questions were available so they did not have to worry about having to remember what they were being asked to do at each stage. A graphic record of the sequence of the day was kept on the wall to help with remembering what people said. Our aim for the morning session was to give the group an experience of being consulted. We opened with a briefing session from the Local Authority (LA) so that everyone was clear why they were there. We began the day with a 10 minute presentation from one of the consultants who is herself a disabled activist. She spoke about the struggle disabled people had had in the past to overcome their oppression, and of many of the things they had achieved once they became a united movement for change. We did this in order to put the day into a historical context of the importance of disabled people having a voice because they were excluded before. This was to help people see the importance of the efforts they were making by coming to the day, even though actual change may not be immediate or obvious.  The next part of the programme was a listening exercise.   Page 16 of 34 
  • 17. We asked people to pick a partner, and to take equal turns to listen to each other. We instructed the listeners to not interrupt, give advice or change the subject, but simply to listen with delight whilst the other person took the chance to think aloud about the question we asked. We asked that the content of what each person said was to be confidential (no one except themselves could refer to it afterwards). We timed the sessions (3 minutes each) and then asked for a few people to say what the experience had been like. The reason we did this was to give people a safer than usual chance to explore their real thoughts and feelings, and also to learn to really listen to others without interrupting. In ordinary life this opportunity is very rare. A consultation is primarily asking people to think for themselves rather than just say what they think people want to hear. The next bit of the programme was asking three questions, with the partners from the first exercise. These are listed below along with the reasoning behind each: 1. What Makes a Good Life? In order for everyone to have a clear definition of the meaning of consultation participants were asked to think about what makes a good life. We asked this particular question to focus people on their own goals, rather than the goals of service providers, which would then guide their responses to future consultation i.e. ‘Will this policy help me to achieve the life I want?’ 2. What helps us to achieve a good life? We asked this so that people could think about support and services which had been useful to them as a benchmark. These are things they might want more of. 3. What gets in the way of achieving a good life? An opportunity for people to think about the barriers to their goals and the changes which might be needed in order to remove these barriers. After this we broke for lunch. After lunch we started the second half of the programme. The purpose of the second half was to reflect on the process which had been experienced in the morning, which we hoped had been a model of good practice.   Page 17 of 34 
  • 18. We then asked them to evaluate the first half of the day by asking the following questions: • What made it good? • What could be better? • Would it work for everyone? If not why not? • Whose voice is missing? The answers to these questions gave us the guidance for good consultation. We asked a final question: • How would you know you have been heard? This was to give us the guidance of what should follow a good consultation exercise. Some evaluation responses are listed below while the full responses can be found in the Appendix: The whole day felt welcoming, comfortable and easy. Good to share experiences. There was a clear structure to the day. The pre-meeting helped me to feel I could participate and heard. Thinking about ideas. Change of attitude “this is 2009 not 1889”. Process needs to take into account and identify gaps to enable a wider representation of individual needs and access to services.   Page 18 of 34 
  • 19. Appendix 2 Responses to evaluation questions What worked or not on the day? The whole day felt welcoming, comfortable and easy. Good to share experiences Good to hear what other people think I enjoyed having space to listen and be listened to. Well organised Accessible venue There was a clear structure to the day. The pre-meeting helped me to feel I could participate and heard Staff very helpful Redbridge and Holiday Inn Delegates helpful to each other, good mix of people People from different backgrounds Venue Good – easy to get to, plenty of parking stress free (Signage outside needed to be bigger) Food was good Very inclusive, relaxed, accessible to all Good to have someone accompanying to help We had excellent help from Redbridge staff, ie organising transport and passing on information we didn’t know We all shared ideas Managing to arrive on time Doing a trial yesterday (Prep day)   Page 19 of 34 
  • 20. Microphone helps everyone to hear Nice lunch/Nice staff/Lots of drinks Meeting new people Listening Properly People from different backgrounds Transport links Accessible venue It has been interesting Being Heard That learning Disabilities were spoken about as well as other disability groups Thinking about ideas Historic Introduction Informal Seating arrangements How will you know you have been heard? Development of Service User group Improved Communication More Service User Involvement Feedback by word of mouth Feedback from actions/outcomes Actions to be implemented with timescale adhered too Acknowledgement from service providers – availability of more resources When things begin to happen – changes made When others stop talking When other choices are offered When things change   Page 20 of 34 
  • 21. When People see results Change of attitude “this is 2009 not 1889” Up to date directory of services Need to see action being taken – so we are being listened to Report of meeting in user friendly language - on Tape/CD See write up of event in press – Redbridge life, Redbridge I When things are better Have regular check up on how things are progressing (every 6 months) Statement of intent and commitment sent to Director of RASS – request a response so we are aware of on-going dialogue Programme the changes – deadlines for action When we have got a quality service we require In person centre planning “give me what I want and I will know you heard me!” Would it work for everyone? Yes – if prepared to listen with good feedback Important to have wide representation No – People with language difficulties No – housebound No – Certain types dementia related illnesses No – not able to reach out to everyone the process needs to be tailored to more specific needs for certain individuals No – process needs to take into account and identify gaps to enable a wider representation of individual needs and access to services It would have to be needs led Mixing with people from different service user groups helps to share issues People with complex needs or issues with group meeting being crowded might prefer pre- meets or small group of 1 to 1   Page 21 of 34 
  • 22. Yes if we followed this process If it was clearer what it was about, more people might have come. No – only with plenty of support Not for people who have difficulty in understanding big words Yes if had traffic light cards but too difficult to use in big meetings Some people need to go at slower pace Did other groups need the same sort of pre meeting as we had? Monthly information forum, more that one, to cover local areas No – would need to be differently structured for the visually impaired, deaf, housebound, hospitalised or anyone with language difficulties Need more visual input rather than just talking No – more suitable venue needed – Pales, walls difficult to see No - Smaller like minded groups eg. by disabilities No – One to One/Face to Face/Telephone works better for some people   Page 22 of 34 
  • 23. Appendix 3.1 Developing a model for Service User Consultation in Redbridge What you told us about the event Did you find out what you wanted to know? 4% 0% 11% 33% Fully Mostly Half-met Slightly Not at all 52% Was the workshop useful? 9% 2% 2% Fully 46% Mostly Half-met Slightly 41% Not at all   Page 23 of 34 
  • 24. Did the speakers give you useful information? 11% 2% 2% Fully 46% Mostly Half-met Slightly 39% Not at all Were the facilitiators helpful? 0% Fully 37% Mostly Half-met Slightly 63% Not at all   Page 24 of 34 
  • 25. Length of Event 2% 7% Too long Just right Too short 91% Venue 0%4% Poor 41% 31% Fair Good Very Good Excellent 24%   Page 25 of 34 
  • 26. Catering 0% 9% 13% Poor 48% Fair Good Very Good 30% Excellent Would you like to know more about how we are developing Support Planning and Brokerage in Redbridge? 0% Yes No 100%   Page 26 of 34 
  • 27. I am a.... Service User 13% Carer 13% 48% PA 0% Voluntary Sector 26% Representative Staff Member LBR/NHSR/NELFT   Page 27 of 34 
  • 28.     Appendix 3.2   How often would you like to receive information? 22% Quarterly Not Sure 34% 44% As a major development arrises   Would you like to be invited to other Transforming Social Care events? 2% 40% Yes No 58% Made aware               Page 28 of 34  
  • 29.     Would you like to join a reference group? 42% Yes No 58%   How would you like to be communicated with? 39% 30% 28% 29% 25% 23% 16% 10% Newsletters E-bulletin Events Redbridge I Preferred Method Could be useful     Page 29 of 34 
  • 30. Developing a model for user involvement r Com Wide mun ity in Transforming Adult Social Care Existing User Redbridge Led Strategic Organisations Partnership gaps? Existing User Led Local consultation Organisation Involvement z forums * common goals Network * all user groups (LINks) gaps? gaps? Outcomes Voluntary Outp sector * Independent Living uts Advisors * Help to self assess * Disability rights Centre for Independent * Brokerage User Specific * Advice, information, Living Redbridge advocacy * Peer support Provider Service User Reference Reference * Universal offer for Group Group information and * Users and carers advice available Joint Strategic In dep Communications * Roles defined aware th n * Support in place Needs assess eeds * Accessible systems in * Market developed Independence, Choice ment Co and Control Assessment m place l l C ng m ita Working Group Commu iss * Workforce trained cia ldi ap nity Eng io * Safeguarding So Bui a ni Sub Gro gement Workshops ng framework Outp uts up User Led * Direct Payment Organisation users Workshop - * Providers voluntary * Market testing Transforming Systems Workforce Adult Social Care and Executive Support Workshop * Support Appendix 4 planning * Brokerage ng (LDP) di Customer ar Journey gu Safe Universal Information &   Advice Page 30 of 34 
  • 31.   Appendix 5 Developing a Model for Service User Engagement in Transforming Adult Social Care Questionnaire We would like to know what you think about this Report. This report is a record of what people who use health and social care services told us at a Workshop on 29th September 2009. It also sets out what we think you described as a way of involving people that use services and their carers in the work we are doing to improve and modernise adult social care. To help us be sure that this is a good idea we are asking people who use services and their carers to answer the following questions. You can either fill in the form yourself or you can tell someone what you think and ask them to tell us your ideas, by writing, emailing or telephoning Julie Fanning, her contact details are on the front cover. To help us reach as many people as possible we will set up a group called the Redbridge Service User Reference Group and we will call it ReSURG for short. The people that come to ReSURG will be asked to talk to lots of other people about what happened at the ReSURG meetings and to tell ReSURG what the people they spoke to thought about the ideas discussed.               Page 31 of 34 
  • 32. Would you like to know more about becoming involved in changes to Adult Care? Please tell us how you would like to be contacted? Name: I am a: 1Service User 1Carer 1PA 1Voluntary Sector Representative 1Staff Member LBR/NHSR/NELFT   Page 32 of 34 
  • 33.   1. Is this a good idea? Yes ( ) No ( ) 1.1 If you answered no, how could we make it better?   2. Have we listed the right Groups in the coloured outer circle? Yes ( ) No ( ) 2.1 If you answered no, who should have been included?   3. Do you think the Guidelines for involving people who use services are right? Yes ( ) No ( ) 3.1 If you answered no, how could we make it better?     Page 33 of 34 
  • 34. 4. Is there anything else we should do to help people have their say? Yes ( ) No ( ) 4.1 If you answered yes , could you tell us?             5. Is there anything else you would like to say about the workshop on 29th September 2009, the Model we are suggesting or the Guidelines?   Please address completed questionnaires to:   Julie Fanning, Executive Policy Adviser  Community Care, Ley Street House, 497‐499 Ley Street, Ilford, Essex IG2 7QX   Page 34 of 34