Guide to User-Led Service Reviews
9. Feeding back the results and implementing change
Issue the report to the service management and arrange to meet with them shortly afterwards.
The report should identify which aspects of the service the users value and are very satisfied with, and which they are not satisfied with. It should also indicate what changes have been suggested and where there are gaps in the service provision or delivery methods.
Agree a timescale with the service management for them to consider the report and cost and programme the changes and improvements. Meet again to discuss and seek to agree their proposals. Agree a timescale and a future meeting to review progress, perhaps in three, six or twelve months, depending on the nature of the work involved.
It may be useful to invite service users to a meeting at this stage so they can hear directly about the proposals and add any further comments or seek any clarification. It may be useful to do this at an AGM or Special General Meeting, inviting service users and others such as funders.
Issue a summary of the review team report and the management proposals to all the service users who completed questionnaires and/or were interviewed.
We suggest a user-led service review is carried out on a regular basis, perhaps every three to five years, to check that what you’re doing is working.
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