2. Quality & Involvement

3. Aims of the day To explore how to involve service users To explore how to evidence involvement in your work To explore the links between involvement and quality service delivery

4. Quality Organisations Exercise Think of a company where you have had good customer service How do you think they achieve this?

5. Excellent companies… Challenge the status quo Are innovative Try to do it better even when they are the best Involve their customers!

6. What is needed for a quality service? Results orientation Customer focus Leadership and constancy of purpose Management by processes and facts People development and involvement Continuous learning, innovation and improvement Partnership development Corporate social responsibility

7. Quality Jargon Standards Audit Self-Assessment Systems Processes Assurance Control Excellence Continuous improvement Benchmark(ing)

8. Standard An accepted example of something against which others are judged or measured. A quality model in which the organisation must demonstrate quality to a required standard e.g. Investors in People, National Care Standards

9. What standards do we work to? Alzheimer Scotland Standards National Care Standards SVQ standards SSSC Codes of Practice Personal Standards

10. Alzheimer Scotland Standards Your Referral Your Assessment Your Support Communication Activities Keeping Well Eating Well Expressing your views

11. Care Commission Quality Assessment Framework 4 themes  Quality of Life  Quality of Environment/Information  Quality of Staffing  Quality of Management & Leadership Self-assessment Grading Overall score

12. Quality statement examples We ensure that service users and carers participate in assessing and improving the quality of care and support provided by the service We use quality assurance systems and processes which involve service users, carers, staff and stakeholders to assess the quality of service we provide

13. Involvement…the history What do we mean by involvement? Involvement with a capital “I” SDWG – conferences, DVD, training GDAG/Carer panels- campaigning, publications, lay assessors Council membership Usually involving pwd in earlier stages, still verbally articulate

14. The future?….Personalisation “…means thinking about public services and social care in an entirely different way- starting with the person rather than the service.” “…means starting with the individual person with strengths and preferences who may have a network of support and resources, which can include family and friends.” “…reinforces the idea that the individual is best placed to know what they need and how those needs can best be met.” Social Care Institute for Excellence Personalisation- a rough guide

15. Involvement in practice Challenge is to recognise involvement with a small “i” It’s not an add on we do it already the need to record involvement

16. Involvement is about… Expressing views and opinions Making choices Influencing! All can be done at any stage of the illness

17. Recording involvement Why? It helps us see patterns / themes It helps us improve what we do It is evidence of what we do -for managers and external (e.g. Care Commission/funders)

18. Involvement discussion How do you currently involve people? Give examples of your practice What works well and what are the barriers? How do you evidence this?

19. Evidence Exercise – scenario & support plan

20. Effective Recording Turn your responses into evidence by using the feedback form Are you showing outcomes for individuals?

21. Involvement toolkit Involvement Guidelines Service user questionnaire Service user interview Evidence recording sheet Observation form Talking mats

22. Involvement Guidelines Involving people with dementia and carers in the services they use Interviewing service users and carers Observation of individuals or groups Focus groups Themed days

23. Service User Questionnaire Flexible in its use Customise for your service Most useful for pwd in earlier stages

24. Service User Interview Flexible Informal Adapt questions if necessary Ask extra questions to clarify Consider cues in environment

25. Evidence Recording Sheet Flexible (discussions, meetings, observations) Formal/informal Shows outcomes Useful for all stages

26. Observation Form Flexible Formal way of recording observation Independent observer Most useful for later stages

27. Talking Mats Low tech Little writing required Easy to capture evidence Visual Good for keeping on topic Most useful in moderate stages

28. To summarise Involving service users – is essential needs to be personalised for the individual is about meeting & exceeding standards leads to seeking ongoing improvement helps to show outcomes helps you to evidence your work and show how things are improving (and identify how to improve)

29. Thanks for your involvement!!