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The purpose of this paper is to provide an overview of consumer and community engagement in health service planning, quality improvement and programme evaluation in Australia, and key components and importance of a strong suite of tools for achieving effective outcomes.

This paper is a non-systematic review of Australian national, state and territory websites in relation to policy commitment to consumer engagement, best practice framework for consumer engagement and recent project example.

Consumer engagement is a recognised component of the Australian health system. It is reflected in the national and state health policy and is a mandatory requirement of hospital accreditation. The application of co-design principles is gaining increasing popularity in health service planning and programme evaluation. Co-design is an important enabler of patient/community-centred service planning and evaluation; however, on its own it may lead to poorer outcomes. Co-design must occur within a broader systemic framework.

The research identifies a conceptual framework, approaches and tools of value to health service management and planners.

Consumer and community engagements are critical to the development of consumer-centric services. However, this should complement and add value to, not divert attention away from established principles of service planning, continuous quality improvement and programme evaluation. To do so may result in poorer quality health and well-being outcomes, reduced efficiency and ultimately reduced consumer and community satisfaction with services. This paper examines consumer and community engagement within the broader planning and quality improvement framework and practical implications for keeping planning, research and evaluation on track.

This article draws on research into care managers' roles and tasks in the evaluation of planned care. Its approach reinforces the significance of evaluation skills in a work context where there may be different interpretations of the notion of review. It emphasises the need to strike a balance between the demands of evaluation and audit and recommends that care managers be encouraged to develop evaluation skills as part of their continuing professional development and to use such skills to inform strategic service planning.

Supporting community participation and social inclusion is a key goal of modernised day services but there is a lack of instruments to measure these outcomes. This paper discusses issues around the measurement of social inclusion, presents a pilot study and introduces the Inclusion Web, a strategy to record changes in social networks and environment while supporting the concept of a shared perspective of social inclusion. Two aspects of social and community participation are quantified and tallied over eight life domains: people (personal relationships) and places (institutions that matter to the individual).

The purpose of this paper is to demonstrate that applied spatial modelling can inform the planning, delivery and evaluation of retail services, offering improvements over traditional retail impact assessment (RIA), especially within localities which experience seasonal fluctuations in demand.

The paper first describes a new theoretically informed tourist-based spatial interaction model (SIM) which has been custom-built and calibrated to capture the dynamics of the grocery sector in Cornwall, UK. It tests the power of the model to predict store performance for stores not used in the original calibration process, using client data for a new store development. The model is operationalised for the evaluation of various retail development schemes, demonstrating its contribution across a full suite of location decision making application areas.

The paper demonstrates that this highly disaggregate modelling framework can provide considerable insight into the local economic and social impacts of new store developments, rarely addressed in the retail location modelling literature.

Whilst SIMs have been widely used in retail location research by the private sector, the paper shows that such a model can have considerable value for public sector retail planning, a sector which seemed to have abandoned such models from the 1980s onwards, replacing them with often very limited and crude RIA.

The ability to review the forecasting capabilities of a model (termed post-investment review) are very rare in academic research. This paper offers new evidence that SIMs can support the RIA process.

I describe the development of a group in North London that aimed to increase the involvement of carers in the development and monitoring of mental health services across the borough. I enabled the carers to evaluate their experiences of the group using a participatory action research model. The evaluation was divided into two phases. Phase 1 focused on how the carers developed effective processes to facilitate the individuals in the group to represent not only their experiences but those of the collective. I describe how a critical incident facilitated this discussion and how the carers used the action research cycle to enable this change. Phase 2 enabled the group to reflect on their experiences of the group's impact upon them. The carers identified the following main themes of their experience of the group: shared experience of mental health stigma; empowerment and increased confidence; increased knowledge to enable them to care for themselves and their loved one more effectively, although this was tinged with a sense of frustration. In this process, I reflect on the vision that I had for Carers Against Stigma (CAS) as a user researcher and practitioner working with carers. I discuss the potential conflict that I faced as a practitioner and researcher initiating a carer‐led group. The theoretical implications of the individual service representative representing the views of the collective are discussed, and their needs for access and support to be involved in research and service evaluation are identified.

Discusses, on the basis of existing quality initiatives, a systematic and integrated approach to mental health care in Northern Ireland. Utilizes two approaches: the Brunel Quality Management System and the FACE‐IQMS model.

This article describes a system for measuring performance in Edinburgh, developed across all services working with people sleeping rough. This performance framework is based on outcomes rather than processes. A single monitoring system has been developed that is used by a wide range of services. Monitoring is built around a matrix of change, mapping changes in the life circumstances of people using services. Data can be collated from all services and translated into strategic performance. Although this approach presents major challenges for all partners, it offers a major improvement in how services are monitored.

This paper reports on the evaluation of a scheme to promote service user involvement in the care delivered by a mental health trust. A case study methodology was employed to describe the particularity of the scheme in context as experienced by service users and staff involved in its delivery. Mixed methods of semi‐structured interviews and focus groups created the opportunity for all stakeholders to engage in action research through a mutual learning process about the scheme in operation with a view to making changes to improve and develop it in the future. The qualitative data collected was content analysed and grouped according to key themes, which included the benefits of the scheme, the conditions for it to work successfully, suggested changes, limitations of the scheme, and service user involvement generally in a hospital setting. The role of service users as both paid scheme co‐ordinators and volunteer representatives highlights the contribution that people who use mental health services can play in influencing service delivery when employed in relevant and appropriate roles within a mental health organisation.

Steps take in Brighton Health District, with the help of CASPE Research (Clinical, Accountability, Service Planning and Evaluation), to build and maintain an approach to Quality Assurance (QA) are described. The system is based on co‐ordination of — and assistance to — voluntary peer review by clinicians and other professionals. The joint work has two aspects: first, implementation of microcomputer‐assisted trials of QA in a small number of clinical departments and professional/ non‐medical departments which aim to provide a productive environment for development of new indicators of the quality of care, and systems for their use, that are practical and economic for local use in the NHS. Second, the indicators are provisionally evaluated, and, where successful, related to service planning and resource management in the district. Indicators that are successful in Brighton will also be tested in other districts where CASPE is working.

In the recent climate of consumerism and consumer focused care, health and social care needs to be more responsive than ever before. Consumer needs and preferences can be elicited with accepted validity and reliability only by strict methodological control, customerisation of the questionnaire and skilled interpretation. To construct, conduct, interpret and implement improved service provision, requires a trained work force and infrastructure. This article aims to appraise various aspects of consumer surveys and to assess their value as effective service improvement tools.

The customer is the sole reason organisations exist. Consumer surveys are used worldwide as service and quality of care improvement tools by all types of service providers including health service providers. The article critically appraises the value of consumer surveys as service improvement tools in health services tool and its future applications.

No one type of survey is the best or ideal. The key is the selection of the correct survey methodology, unique and customised for the particular type/aspect of care being evaluated. The method used should reflect the importance of the information required.

Methodological rigor is essential for the effectiveness of consumer surveys as service improvement tools. Unfortunately so far there is no universal consensus on superiority of one particular methodology over another or any benefit of one specific methodology in a given situation. More training and some dedicated resource allocation is required to develop consumer surveys. More research is needed to develop specific survey methodology and evaluation techniques for improved validity and reliability of the surveys as service improvement tools. Measurement of consumer preferences/priorities, evaluation of services and key performance scores, is not easy.

Consumer surveys seem impressive tools as they provide the customer a voice for change or modification. However, from a scientific point‐of‐view their credibility in service improvement in terms of reproducibility, reliability and validity, has remained debatable.

This artcile is a critical appraisal of the value of consumer surveys as a service improvement tool in health services – a lesson which needs to be learnt.