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Guide to User-Led Service Reviews

11. Checklist for planning and  practical arrangements

Ensure that the review team:

• Membership is representative of a broad range of disabled people.
• Is well-organised and clear about the objectives.
• Has identified and allocated all tasks.
• Has suitable premises with adequate facilities in which to meet.
• Has appropriate access to administrative support and materials.
• Has necessary support workers and materials for those team members who require them.
• Has effective systems for keeping everyone informed about decisions and actions.

Ensure that the questionnaire:

• Covers every issue you want to address with service users.
• Is very easy to use for both the review team and service users.
• Is produced in appropriate alternative formats.
• Can be completed by service users in as many ways as possible – e.g. in their homes and sent to you, by personal visit to you, by telephone, by e-mail etc.
• Is accompanied by a clear explanatory leaflet.

Ensure that for the interviews:

• You are taking every possible step to encourage people to participate, by:
• Being as flexible as possible in terms of where, when and how interviews can be carried out.
• Meeting people’s costs and transport requirements.
• Ensuring the availability of signers, interpreters, and any other supports which people may need.
• Interviewers are meeting during the process to review progress and take steps to improve quality and consistency, and to share ideas and observations.
• Note-taking is timely and efficient.

If review team members are visiting people or meeting people at various locations in the community:

• Identity cards with a photograph should be carried.
• Street maps should be carried.
• Access to necessary facilities should always be possible – e.g. adequate toilets and transport.
• Use of mobile phones should be considered.
• They should always be able to contact each other and should arrange to do so regularly.
• They should have cash to cover any likely expenses.
• They should have adequate note-pads, clipboards and pens.

Ensure that the final report:

• Briefly and accurately reflects the results of the review.
• Is presented to service users and other interested parties.
• Is presented effectively to the service management.
• Is used as a tool for change, and followed up by the review team with timescales and review meetings agreed with the service management.

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