service user participation and leadership in services mary o’hagan, st andrews, 2011

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SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

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Page 1: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

SERVICE USER PARTICIPATION AND LEADERSHIP

IN SERVICES

Mary O’Hagan, St Andrews, 2011

Page 2: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

INTRODUCTIONS

Mary O’Hagan

Name and organisation of participants

Page 3: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

PURPOSE OF MORNING

To provide a helicopter view of service user leadership and participation

To scan the internal and external contexts that help or hinder service user participation and leadership in Fife

Page 4: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

DEFINITIONS

Tables

What do we mean by:•Service user•Participation•Leadership•SUPL?

(3 mins)

Page 5: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

SUPL LEVELS

Individual•Own recovery•Client-staff relationship

Service•Service user run initiatives•Mainstream services

System•Local•National

Page 6: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

DEGREES OF POWER

Neglect

Professional Power Shared Power User Power

Institutional era Transitional era

Recovery era

Paternalism

Tokenism Participation Leadership

LOW HIGH

Page 7: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

SUPL ORIGINS

Human rightsCustomer rights

User/survivor movement (40 yrs) Government policy (20 yrs)

Page 8: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

WHY IS SUPL IMPORTANT?

Tables

Why does SUPL in services:• Improve services?• Improve recovery?

(5 mins)

Page 9: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

SUPL TODAY?

Discussion

How well is Fife implementing SUPL today at all levels:• Individual – Own recovery, client-staff relationship• Service – Service user run and mainstream services• System – Local to national

Page 10: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

SEISMIC SHIFTS NEEDED

The four ‘P’s:• Philosophical• Psychological• Power• Practical

Page 11: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

PHILOSOPHICAL SHIFTS

Beliefs about madness – a challenging but legitimate human experience.

Responses to madness – support people to lead own recovery, according to values of:•Hope•Self-determination over life•Choices of services•Valued place in world.

Page 12: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

PSYCHOLOGICAL SHIFTS

New identities and roles:• Service users – active agents• Workforce – expert resource• Families – supporters of recovery• Communities – unfearful and inclusive

Page 13: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

POWER SHIFTS

Transfer decisions & resources to service users

Individuals• Collaboration, personalisation• Prevent coercion

Collective• Independent systemic advocacy• Service users as leaders in services

Page 14: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

PRACTICAL SHIFTS - INDIVIDUAL

Prevent legal and extra-legal coercion.

Practice collaboration eg strengths assessment/ personal planning, shared medication management, shared risk management, self-directed care, personal budgets.

Improve access to peer support & recovery education.

Page 15: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

PRACTCIAL SHIFTS – PEER SERVICES

Plan, fund and develop peer run services:• Support groups and networks• Support in housing, education and employment.• Support in crisis• Artistic, cultural and social activities.• Recovery education for peers.• Mentoring, counseling and befriending.• Systemic and individual advocacy.• Information development and distribution.

Page 16: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

PRACTICAL SHIFTS – MAINSTREAM SERVICES

Employ people with lived experience in:• Generic roles eg professionals, managers.• SU Specific roles eg advisors, peer support workers.

Support staff with lived experience• To ‘come out’.• workplace adjustments.

Create transparent, responsive feedback loops for service users as individuals and as a collective.

Page 17: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

PRACTICAL SHIFTS – SYSTEM

Community governance – user led stakeholder boards to oversee local inter-sectoral service development:•Investigate the needs/strengths of local communities •Investigate outcomes for people using services. •Evaluate services.•Advise funders and providers. •Provide information on services and their quality.

Page 18: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

BREAK

15 mins

Page 19: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

SUPL CONTEXT IN FIFE

Small groups1. PEST analysis – Political, economic, social &

technological environment (looking out)2. SWOT analysis – Strengths, weaknesses, opportunities

& threats (looking in)

(30 mins)

Page 20: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

POLITICAL ENVIRONMENTAL

SOCIAL TECHNOLOGICAL

Page 21: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

STRENGTHS WEAKNESSES

OPPORTUNITIES THREATS

Page 22: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

LEARNING FROM THE MORNING

Take a blank sheet of paper• Write the three most memorable things you have

learnt• No more than a sentence for each• Write clearly• Put paper in middle

Page 23: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

LUNCH

Back at 1.30

Page 24: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

INTRODUCTIONS

Mary O’Hagan

Name and organisation of participants

Page 25: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

SUMMARY OF MORNING

What was learnt.

Other comments.

See handout.

Page 26: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

PURPOSE OF AFTERNOON

To map current service user participation and leadership in Fife – good, poor and non-existent.

To design and agree on new and improved service user participation and leadership processes.

Page 27: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

MAPPING SUPL IN FIFE

Small groupsNHS, Council, Voluntary sector, Interagency

Draw up the points where important decisions are made at the service or system level and plot where service user participation/leadership is:

• Good• Poor• Not happening

Page 28: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

INTERAGENCY GOOD NHS GOOD

COUNCIL GOOD VOLUNTARY SECTOR GOOD

Page 29: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

INTERAGENCY POOR NHS POOR

COUNCIL POOR VOLUNTARY SECTOR POOR

Page 30: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

INTERAGENCY NONE NHS NONE

COUNCIL NONE VOLUNTARY SECTOR NONE

Page 31: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

BREAK

15 mins

Page 32: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

FILLING THE GAPS IN SUPL IN FIFE

Small groupsNHS, Council, Voluntary sector, Interagency

Design new or improved processes for service user participation/leadership where it is poor or not happening.

Page 33: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

INTERAGENCY NEW OR IMPROVED NHS NEW OR IMPROVED

COUNCIL NEW OR IMPROVED VOLUNTARY SECTOR NEW OR IMPROVED

Page 34: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011

QUOTE

The best way to predict the future is to invent it.

Page 35: SERVICE USER PARTICIPATION AND LEADERSHIP IN SERVICES Mary O’Hagan, St Andrews, 2011