The Supporting People Programme expects support services
delivered in sheltered and supported housing to be service user led with
a clear understanding of how service users are consulted and can
complain about any aspect of the service that they receive. This one
day event will provide participants with the ability to adopt a positive
and pro-active approach in managing complaints and encouraging
constructive user consultation within the complaints management process.
It encourages participants to embrace complaints as opportunities that
enable improvement and a constructive review of performance, rather than
a personal afront. It is equally applicable for front line staff as
well as managers as its aim is to promote an open and positive approach
to managing complaints and service user consultation throughout the
service.
Aims & Objectives Of The Course
The aim of this event is to provide participants with
sufficient understanding of the
need for service users to have a say about the service they receive,
whether by complaints or user consultation & participation, so that
these areas are viewed in a positive way and how to use feedback from
service users to improve the service.
Participants will develop their skills, attitudes and knowledge in the
areas of:
·
The requirements of C1.6 and S1.2 of the Supporting People Quality
Assessment Framework
·
Tenant participation, complaints & user consultation
·
Empowerment and inclusion for service users
·
Barriers to consultation and how to overcome them
·
The needs of minority service users & those deemed harder to reach
·
How to measure & use outcomes from complaints and user consultation to
improve service delivery
·
Good practice
·
Organisational considerations
Objectives
By the end of the course participants should be able to:
·
Understand how to meet the requirements of the QAF
·Explore
the barriers to user consultation and making complaints
·
Consider effective ways to encourage service users to have a say,
including those from minority groups and those deemed harder to reach
·
View complaints & user feedback as a positive tool for continuous
improvement
·
Clarify what service users can & cannot influence
·
Clarified what service users need to know
·
Explored how to put ideas into practice
·
Clarified how to measure and evidence good practice & achievement
Summary
The course is designed
to be flexible and the content and setting can be varied to meet the
particular requirements of individual groups. Participants will be
encouraged to adopt a supportive and positive approach to the group as a
whole. It is hoped that this will allow individuals to achieve greater
proficiency and confidence through taking part in a stimulating and
enjoyable learning programme.
