At MHC we value customer feedback and place great importance on actively seeking the thoughts and feelings of those we support in our homes and hospitals.
Feedback, whether positive or negative, is essential in informing us on areas which may need improving or celebrating. Our feedback is gained through service user questionnaires, family and friends and less formally within service user meetings.
In essence, we use the experiences of the service users to improve the care we deliver.
To promote service user involvement further, MHC identified the need to include service users in the delivery of induction training to new staff within the organisation. The aim of this is to place the service user at the centre of the care process, starting at the point of induction training. Who better to offer guidance and advice to staff on how they wished to be cared for than the individual in receipt of the care?
After careful preparation and various considerations Septembers induction saw the first of the sessions take place.
A teaching plan was agreed, with support from Wendy Goulbourn, Senior Social Worker. Service users led a conversational dialogue with the induction class on topics they wished to discuss;
- Living in a home in MHC
- What qualities I value in staff supporting me.
The questions identified as most important by the service users included;
- How long have you lived in a home in MHC?
- What do you like about living in this home?
- What could we do better in MHC?
- What should staff do when you feel upset or angry?
- What should staff not do when you feel like this?
- What do you value in the staff supporting you?
The session although informal, provided good insight in to the experiences of service users within MHC and in sharing this experience, allowed new staff to gain an understanding of what qualities service users’ value in the staff supporting them.
The successful nature of this training session has led to the decision to incorporate this as a regular part of the induction programme. Plans are now in place to look at how similar sessions can be delivered to existing staff.
Key benefits from the session is the positive impact participation in this training has had on the service users involved. It was evident from their feedback that they had enjoyed taking part in the training and readily agreed to be involved in the next induction of new staff. As service user involvement becomes more imbedded within the training programme at MHC, it is hoped that this will improve the self-esteem of the facilitators through having a role that is valued and contributes to the wider organisation.