How can we actively involve our service users?
The Pupil Parliament
Sir Francis Hill Community Primary School in Lincolnshire proved that
effective consultation is possible even when your service users are aged
4-11. The school introduced an innovative Children's Parliament as an
active forum to consult pupils. The elected members discuss issues raised
by their classmates and pass suggestions for action or improvement to the
school's top management - the Headteacher!
How it works: each of the primary school's 12 classes holds an annual
vote for a representative, who attends the Parliament. A member of staff
oversees the fortnightly meetings and an older child acts as secretary,
taking the minutes, which are posted on school notice boards. Any findings
or requests as a result of the discussion in the Parliament are brought to
the Headteacher, Derek Anderson.
He says: 'We were commended for the Parliament, the fact that the
children were being consulted and their views acted on. That's the key
to it, that you have mechanisms in place for users to express their
opinions, and you have evidence that those views are being considered and
being put into effect. The information coming from the Parliament does have
an influence on what happens in the school.'
Two of the early changes brought about by the Parliament since it was set
up in 2000 were replacing the scratchy paper and old-fashioned fittings in
the children's toilets, and allowing children access to drinking water
in the classrooms.
All the Parliament representatives are clearly identified in school with a
badge and they occasionally speak about their work in assemblies. A
prominent display of local newspaper articles in the school reception,
helps to keep a high profile for this successful initiative.
Want to know more? Contact: Derek Anderson, Headteacher,
Tel. 01522 520359, Email: derek.anderson@sir-francis-hill.lincs.sch.uk
The personal touch
Patients at Preston Disablement Services Centre, who have lost a limb
and/or use a wheelchair are regular users of the centre, so their visits
allow staff to get to know them personally. This unique interface means
that staff can, and do, listen to and act upon users' views on a daily
basis. Staff regard the involvement of users as vital to achieving success.
Such involvement takes place at a number of levels. The centre has two very
active user groups and patient satisfaction surveys are carried out on a
regular basis. Patients also serve on working groups which steer key
projects such as the re-tendering of artificial limb contracts and the
production of a patient information pack.
This involvement of users, together with the enthusiasm of the staff, has
led to major improvements. One recent example is the construction of an
artificial limb and wheelchair test track where patients can try out their
equipment on various surfaces and terrains in a safe, pleasant garden area
next to the centre. One user explains the value of this initiative:
'for some people it can be very hard to come to terms with losing a
limb or being confined to a wheelchair. Having a track like this can only
help those people to get better at getting about and will improve the good
treatment we already get from the staff at the centre.'
Want to know more? Contact: Kim Hoyles, Business Planning
and Quality Manager
Tel. 01772 716921, Email: kim.hoyles@lthtr.nhs.uk
A faster service
'We have got much better at asking our customers what they want,'
says Christine Nickles, Head of Communication for the UK Passport Service.
The service carried out market research with customers in 2000 to see if
the usual turnaround time of ten days satisfied their needs. The research
showed there was a demand for a special, faster service, and that people
were willing to pay extra for it. As a result, the UK Passport Service now
offers a one-week and a one-day service.
'People want a fast and responsive service,' says Christine.
'Some people will need their passports particularly quickly, and by
asking them we discovered a demand for two time spans, a week and a day,
and we were able to develop the service to meet those needs. People were
prepared to pay extra for this, which means other customers aren't
subsidising the faster service.'
Want to know more? Contact: Christine Nickles, Head of
Communication
Tel. 020 7901 2470, Email: christine.nickles@ukpa.gsi.gov.uk
