|
|
|
Enabling Information: A report on improving access and raising standards in information services for disabled people and their carers in Scotland.
The agencies involved differ widely in their staffing and funding arrangements, in who their clients are, and in their philosophy, but more significantly in whether or not they are primarily information and advice providers. In the case of social workers, health professionals or housing officials, and also in the case of commercial companies, the provision of information may well be seen as secondary to service provision, despite the statutory duty imposed on local authorities.
In relation to this latter category the Working Group would like to make particular recommendations about the way in which information provision is regarded, and the extent to which information training can be included in professional training. Nonetheless even where information is given as an adjunct to service provision, consumers have a right to expect the information to be accurate, current and appropriate to their needs.
Despite the variety of agencies involved, standards should be drawn up in such a way as to be relevant to all information providers. In the field of housing information and advice, draft national standards have recently been drawn up and broadly welcomed by the statutory and voluntary sectors. (35)
Similarly despite the wide range of disabilities, the Working Group believes that the standards should be expressed in such a way that it is unnecessary to have different or extra standards for particular disabilities. The particular needs of people with learning disabilities or with mental health problems should be incorporated in common standards. If a standard can be stated, for example that an information or advice giver should ensure that the client has understood the advice or information given, this will require the advice giver to take the steps necessary to ensure that the client has indeed understood the information and advice given, and that the client is then in a position to act on that advice. If the client is clearly unable to act on advice without help or advocacy, then it will be important that the referral procedures of that agency ensure that the client is passed on to someone better able to take his or her case forward. Very similar considerations apply to people from ethnic minority groups.
The Working Group recognises that not all agencies provide the same type of service, and that there is clearly a need for a variety of levels of information and advice. Libraries have an important role to play in improving information services, but cannot offer advice. Grampian Caredata which provides a computerised database of health and community care information for the whole of Grampian, describes itself as a signposting service. In terms of quality standards, what is important is that the level of service provided by any particular agency is defined and made clear to users of that service.
The Working Group believes that it is desirable that any national standards apply to national bodies, as much as to local groups, and that it is essential that national bodies define quite explicitly what information service they aim to provide and who they are providing it to. This point was made by PSI in its report on the work done with national providers.(36) National providers have a wide range of users, including disabled people, professionals and local information services, and to ensure that a national provider is meeting the needs of its users it is necessary to define the service which it aims to provide to these various client groups and to have methods for finding out whether it is meeting the needs of those groups.
3.2 Content of Standards
3.2.1 Agencies in the voluntary sector are increasingly recognising the need to work to standards: in some cases this may be a condition of receiving funding, or of being contracted to provide a service in a particular field. Quality systems such as BS 5750, the Scottish Quality Management System a