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Experts by ExperienceHelping the regulator to hear the voice of users of Care Services
Experts by Experience• Have had experience of the care services• Either as carer or user• Work with Care Quality Commissio...
How experts work - 1• Work in districts other than their own• Work in inspections of care homes,  domiciliary care, hospit...
How experts work - 2• In residential/nursing homes we talk with the  residents• We talk with visitors• We see around the h...
How experts work - 3• With Domiciliary care inspections we phone a  selection of people who receive care from the  agency•...
Value added by Experts• Experts are speaking to the users of care more  as equals• Experts look at care homes thinking wou...
What more is needed?• Local authorities all have their own means of  testing users’ views with questionnaires, lay  assess...
• In my London Borough, Wandsworth, there  are approx 31,000 people over 65• Approx 3000 are in touch with local social  s...
Does Customer involvement help?• Experts can help to improve standards but they are  only a small part of the system• Comm...
Customer involvement does make for improvement
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Services for Later Life: Would greater customer involvement improve the quality of older people's homes?

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Presentation from Lilias Gillies, speaking in the: Would greater customer involvment improve the qualtiy of older people's homes?' workshop at the Services for Later Life conference - July 2012. '

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Services for Later Life: Would greater customer involvement improve the quality of older people's homes?

  1. 1. Experts by ExperienceHelping the regulator to hear the voice of users of Care Services
  2. 2. Experts by Experience• Have had experience of the care services• Either as carer or user• Work with Care Quality Commission Inspectors• Supported by an organisation contracted by CQC to provide and train experts – for older people that is AgeUK
  3. 3. How experts work - 1• Work in districts other than their own• Work in inspections of care homes, domiciliary care, hospitals• Assist in developing methods for inspections
  4. 4. How experts work - 2• In residential/nursing homes we talk with the residents• We talk with visitors• We see around the home with the eyes of an older person who may well in time be living in a home• We share lunch with the residents• We observe activities
  5. 5. How experts work - 3• With Domiciliary care inspections we phone a selection of people who receive care from the agency• Difficult to inspect the work and not to invade people’s privacy• A sample of the agency’s clients are written to and asked it they are willing to speak to an expert• A sample of those will be phoned
  6. 6. Value added by Experts• Experts are speaking to the users of care more as equals• Experts look at care homes thinking would I allow my mother to be here?• Or would I like to be here myself?• Experts allow the inspector more time to examine records of care, of staffing, of training practices
  7. 7. What more is needed?• Local authorities all have their own means of testing users’ views with questionnaires, lay assessors, local experts, mystery shoppers, etc• And we should all be seeing that our Local Authority is doing that
  8. 8. • In my London Borough, Wandsworth, there are approx 31,000 people over 65• Approx 3000 are in touch with local social services• Approx 1000 are in residential/nursing homes• I may well be one of those when I am older• I want to make sure of dignity and comfort for all users of care
  9. 9. Does Customer involvement help?• Experts can help to improve standards but they are only a small part of the system• Commissioners can monitor standards ..... But they are often constrained by funding shortfalls• Local Authority social care commissioning is no longer inspected• Local Involvement Networks or Health Watch are expected to be the monitors for the local population but they too are constrained by minimal funding• Everyone can help and there are many opportunities
  10. 10. Customer involvement does make for improvement

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