BOARD PRESENTATION 1 The process of involving consumers in - - PowerPoint PPT Presentation

CONSUMER PARTICIPATION

IN

ALCOHOL AND OTHER DRUGS SERVICES

BOARD PRESENTATION

1

The process of involving consumers in decision making about :

• service planning
• policy development
• priority setting
• quality in service

delivery

2

WHA

HAT IS IS

CONSU

ONSUMER MER

PAR

ARTICIP TICIPATION TION ?

Some

• meone
• ne wh

who u

• uses,

s, ha has used, , or

• r is

is eligible igible to us

• use

alcohol

• hol and

nd ot

• the

her drugs s servic vices es Thos hose peop

• ple

e wh who a

• are refu

fused ed service vices s or

• r wh

who r

• refu

fuse se service vices Family, ily, fr friend nds s and nd signi nifican ficant ot

• the

hers of p

• f peop
• ple wh

who

• use service

vices, s, regardless dless of

• f wh

whethe her r or n

• r not
• t t

the hey y directly ctly use the hese se service vices s the hemselves selves Othe hers s affe ffected ted by AO y AOD poli

• licy

y and nd laws ws

3

WHY

HY DO CON ONSUMER SUMER PAR ARTIC TICIP IPATION TION?

An An eth ethical and ical and de democ mocratic tic right right

4

“People have the right and duty to participate individually and collectively in the planning and implementation of their health care.” WHO 1978

5

 a requirement for all publicly funded alcohol and other drugs services, and is embedded in sector policy  ensures public accountability  to deliver the best possible services to those it serves  evidence-based benefits

WHY WHY DO DO CO CONSUM NSUMER ER PAR ARTICIP TICIPATION TION? ?

• leads to improvements in

health outcomes for consumers

• supports consumers in

managing their own health.

• leads to more accessible

and effective health services.

• facilitates participation by

those traditionally marginalised by mainstream health services

• is integral to the success
• f the development,

implementation and evaluation of health strategies and programs

• effective participation is

achieved through the adoption of a range of methods

Consumer Focus Collaboration Organisation

6

EVID

VIDENCE ENCE FOR OR CONSU ONSUMER MER PAR ARTICIP TICIPATION TION

DOMAINS

OMAINS OF OF PAR ARTIC TICIP IPATION TION

Polic licy Rese sear arch ch Education ation Organisation anisation Indiv ividual idual Care

7

LEVE

EVELS LS OF OF CON ONSUMER SUMER PAR ARTIC TICIP IPATION TION

8

Level of Power Level Type Descripti ription

• n

Ac Activi vities

High Contr trol

All l decis isions ions are made by consumer ers and consum umer ers have ve contr trol

• l of resour

urces es.

• Consumer run organisations
• Self help groups

Medium dium Partn tner ersh ship ip

Consumer ers and provider iders are joint nt decis ision ion makers. Pe Peer r worker ers, , educat ator

• rs,

, traine ners

• Staff selection panels
• Steering committees

Low Consu sultat ltatio ion

Consumer ers are present nted d with a plan n or direc ectiv ive e design gned ed by the servic ice e provider ider and invit vited ed to to give e feedb dbac ack. . Control

• l is

firmly ly with servic vice e provider iders.

• Suggestion boxes
• Surveys
• Focus groups
• Service user groups

Infor

• rmation

mation

This is not

• t consumer

er partic icip ipati ation

• n but it increas

eases es pow

• wer

er, , enable les servic ice e users to to make e decis isions ions about t their ir ow

• wn

treatme tment t and supports consum umer er partic icip ipati ation.

• n.
• Information to service users

about t servic vices es and treat atmen ent

• ption

ions

• Charter of Rights
• Complaints systems
• Consumer participation

Po Polic icies ies

BOAR

ARD OF OF MAN ANAGEME GEMENT NT MEMB EMBERSHIP ERSHIP

• High level consumer

participation

• Contribute to

governance of

• rganisation
• Usually a requirement
• f organisation’s

constitution

• Experts by experience
• Bring specific skills

and expertise

9

QUALITY

ALITY ASSURANCE SSURANCE

• Opportunity to evaluate

effectiveness of programs

• Engenders feeling of

personal value and worth

• Views relevant and

worthwhile

• Organisation has ‘outside’

perspective

• Leads to greater consumer

participation

• Must be trained
• Independent feedback

required

10

S

T R A T E G

I

C

P

L A N N

I

N G

• Involvement needs be planned
• Participants must be given preparation
• Personal attendance is ideal
• Can include surveys, focus groups, other

feedback

11

Consumers provide input into training Less stigmatised attitude towards consumers Encourages practitioners to consider consumers before potential adverse action Gives consumer perspective - key messages Formal process for recruitment Require training and support Must be remunerated 12

EDUC

DUCATION TION AND AND TRAI RAININ NING

POLICY

OLICY DEV EVEL ELOPME OPMENT NT

• Great capacity to improve

services

• Need training and support
• Avoid token participation
• Involve consumers early
• Have clearly defined role
• Use surveys, focus groups,

interviews

• Provide feedback

13

14

The Consumer Participation Action Plan

CONSUMER PARTICIPATION PLANNING PROCESS

15

Decide what is working and what isn‘t Identify past and current consumer participation activities including activities that support participation

16

STEP

TEP 1: A

1: AUDIT

UDIT PAST AST & C

& CURR

URRENT ENT ACTIV CTIVITIES ITIES

STEP

TEP 2:

2: IMPR

MPROVE VE CURREN URRENT ACTIVITIES CTIVITIES

• Think about what works
• Think about what doesn’t work
• Get others involved:
• Who else is interested in your workplace? Is the

management team on board?

• How can you get consumers involved in your

improvements?

17

STEP

TEP 3:

3: BUILD

UILD NEW EW ACTI CTIVIT VITIES IES

18

• What activities complement present practice?
• Think about organisational readiness – eg training,

address barriers

• Think about structure and size of organisation and

who uses your organisation – types of participation achievable, available resources

• Recruit/train service users

STEP

TEP 4:

4: EVAL

ALUATE TE NEW EW ACTI CTIVIT VITIES IES

what to measure tools feedback action

19

CYCLE

CLE OF OF CONTI ONTINUOU NUOUS IMPR MPROVEM VEMENT FOR FOR

CONSU

ONSUMER MER PAR ARTICIP TICIPATION ION

Audit dit Impr prove Build ld Eval aluat uate

20

BENEF

ENEFITS ITS FOR FOR OUR UR SER ERVICE VICE

• creates greater cooperation
• consumers less likely to express resentment and suspicion
• untapped resource for feedback and solutions
• trust built between service users and staff
• greater staff job satisfaction as services improve

21

BENEFITS

ENEFITS FOR FOR OUR UR CON ONSUMERS SUMERS

Impr mproves es effecti ectiven eness ess of the service vice system em As Assists ts recover ery y through

• ugh

empo mpowermen erment t and d psychological chological wellbein lbeing Increa creases es sk skills ls and d conf nfiden idence ce Impr mproves es capacity acity in the wider er commu mmunity nity

22

MEANINGF

EANINGFUL PAR ARTICIP TICIPATION TION = P

= POSITI

OSITIVE VE CHANGE HANGE

23

Organisat isational ional Process ss Consumer sumer Input nput Posit itiv ive e Change nge No Change nge Feedb dback ack No Feedb dback ack

KEY

EYS TO TO SUCCESS UCCESS

* Organisational readiness

* Getting others involved

* Involving consumers early

* Making consumers aware of opportunities

* Writing a consumer participation policy

24

KEY

EYS TO TO SUCCESS UCCESS

* Start small * Ensure activities are

sustainable

* Develop a pool of consumer participants * Train and support consumer participants * Become a member of APSU

25

Consumer participation is built from the bottom up but it must be supported from the top down.

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AND

ND FIN INALL ALLY ………….

CON

ONSUMER SUMER PAR ARTIC TICIP IPATION TION IN IN

ALCOHO

COHOL AND AND OTHER THER DRUG UG

SER

ERVIC VICES ES

End of End of Pr Prese esent ntation tion Tha hank nk You

• u

27

A f e d e r a l p r o j e c t f u n d e d b y t h e D e p a r t m e n t o f H e a l t h , S u b s t a n c e M i s u s e S e r v i c e D e l i v e r y G r a n t s F u n d