Service User Involvement Policy
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1 Service User Involvement Policy Document History: Version: Date: Drafted by: Authorised by: Reason for Revision: This policy was approved on 12 th October 2011 and will be reviewed within two calendar years. Woking Mind Service Involvement Policy Page 1 of 5
2 Service User involvement policy 1. Statement of Intent In the current Business Plan, Woking Mind made the following Statement of Intent: Woking Mind will work to empower service users to take a full part in all areas of its work and believes that service user involvement should be more than consultation. It should empower service users to take a central role in designing, developing and delivering services and to take ownership and responsibility for services. Woking Mind is committed to placing service users at the centre of all its activities. That includes recruiting and supporting service users to become trustees and paid members of staff, supporting service users as volunteers, helping service users to play a full role in developing and delivering services, and supporting service users to develop and deliver their own services. In this way, we hope to become a truly service user led organisation in which service user involvement is a central part of everything we do. 2. Scope of Policy This policy applies to the trustees, staff and volunteers and service users within Woking Mind. 3. Definitions A service user is defined, for the purpose of this policy as someone who has direct personal experience of mental distress. This may or may not mean a current user or previous user of Woking Mind s services, or of statutory mental health services. 4. Aims and Values Woking Mind believes that service user involvement is important because services that reflect and take into account the experience, needs and wishes of their users are more likely to be effective in promoting better mental health and the recovery of the service user and that service users are the best persons to determine how those needs should be met. This policy aims to have the following outcomes: - promoting self-esteem of those who take part - raising user expectations - promoting partnerships to improve service quality - reducing conflict and exclusion - finding new ways of delivering existing services and developing new services 2
3 All service users should have the opportunity: - To inform and influence Woking Mind s service development, ie planning, delivery, monitoring, evaluation, training and recruitment of staff. - To make informed choices about the support they receive. - To be informed about their services and rights, including equal opportunities, complaints, health & safety, etc. - To be listened to and supported by Woking Mind s trustees, staff and volunteers 5. Approach Woking Mind is committed to offer opportunities for involvement at all stages in a person s contact with the organisation. Service user involvement may be related to a person s individual support, the organisation or making representation to other mental health organisations or bodies. 6. User involvement in their own service Staff / Volunteers shall ensure that all users: - Are involved in defining what they want out of the services they are offered at Woking Mind. - Are involved in regular qualitative reviews of services - Are able to talk to someone independent if they have a difficulty that cannot be resolved with the person concerned. - Are involved in Woking Mind s complaints procedure. - Are nominated to the Woking Mind s management committee. 7. Recruitment and selection There will be user involvement in all recruitment of staff. All interview panels will include a service user who will be appropriately trained and supported. In addition, service users will review job descriptions. 8. Evaluation and monitoring Woking Mind will work with users to continually improve service quality. To build on existing experience the organisation will work with users to improve techniques for monitoring each project area, and support interested users in being involved in offering feedback on Woking Mind s services. 9. Governance Woking Mind will encourage and support service users who wish to become trustees. The support will include enhanced training and personal support, including opportunities to discuss the agenda before each meeting. 3
4 10. Strategic Planning Users will be encouraged to take part in strategic and business planning events, policy making and activities that determine the vision and direction of Woking Mind s development 11. Involvement in Training of Staff Users may be able to access internal or external training opportunities to support them to develop skills and participate in services. A programme for delivery of training in user involvement is to be developed. 12. New Service Development All new services will be developed in partnership with their potential users. No service will be approved for development without written evidence of service user consultation. 13. Users becoming Staff or Volunteers Woking Mind believes that service users can bring unique understand and empathy to staff and volunteer roles and encourages service users to apply for posts and opportunities. Every application is subject to the Equal Opportunities processes. 14. Specific Methods of Service User Involvement Community Meeting: User community meetings will be held every month. These will be held at CornerHouse on the first Monday of every month. Staff will be responsible for ensuring that all users of their services are aware of the meeting. The remit of the community meeting will be to consider any issues relating to the services provided by Woking Mind and any other issues that service users wish to raise. This may include services provided by other service providers, which will be passed on as appropriate. Management Committee: At least half of the management committee will comprise of service users. The terms of reference (as delegated by the trustees) ensure that this is the decision making body for all operational issues associated with the day to day running of the charity as well as future service developments. Before any new project is approved for development it will be discussed at the community meeting. Trustees: Trustees will ensure that all service users are aware of the role of the Trustees and the support available for those interested in the role. 4
5 Annual General Meeting: Every effort will be made to assist members to attend and participate in the annual general meeting. 15. Policy Audit and Review This Policy will be audited annually to ensure that Woking Mind continues to improve service user involvement. This Policy will be reviewed every year and further actions to progress the policy aims will be identified. Identified actions will become part of the Woking Mind s Business Planning Objectives as appropriate. 5
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