Assistant Service Manager Justice Social Work, Glasgow Health & Social Care Partnership
In last year’s Annual Reporter in the article ‘Respecting Your Voice for Better Outcomes’ we reported on how we were progressing the development, design and delivery of a long-term technological based solution to gather clients’ feedback about services they received from Justice Social Work – including those serving a Community Payback Order (CPO) – YOUR VOICE. This article gives an update on progress.
Glasgow Justice Social Work has since launched the ‘Your Voice’ workstream – the first of a series of developments emanating from the ‘Effective Community Interventions’ workstream.
‘Your Voice’ is an electronic solution and is now Glasgow Health & Social Care Partnership (GHSCP) Justice Social Work’s stock method to gather client feedback about the service. It will provide services with a consistent method to glean client satisfaction and inform service design and training approaches.
- Client involvement – in workstream and design.
- Separation – between those delivering the service and those gathering the feedback.
- Variety of Methods – Electronic – client choice.
- Minimum impact – on direct delivery /recording practice.
- Rolling.
- Collation and feedback – to those delivering the service.
- Include – those who breach (orders) or are recalled (to prison).
- Design and Consultation
- Roll out/embedment
- Dissemination/ rolling programme
- Change/control
- Expansion to specialist services
The workstream should in the future work in conjunction with the Eclipse reporting function for the service that tracks number of orders and trends and will inform future engagement activity.
‘Your Voice’ is set at the consultation level within the User Voice framework for engaging with Service users but may inform higher levels of engagement with those using Justice services.
- Full control: Service users on boards and involved in decision making.
- Sharing power: Share decisions and responsibility/Influencing and determining outcomes.
- Participation: Make suggestions and influence outcomes.
- Consultation: Asked what they think of services.
- Information: Service Users are told what is happening.
- No control: Passive recipients of services and actions.
The GHSCP’s business unit has provided support in the design and hosting of the client survey. They have experience of delivering the household survey for the city and expect roughly a 33% return on surveys sent. In the first quarter of 2022 (April to June) nearly two hundred surveys were sent to Community Justice Clients and it is hoped that this doubles as the process and practice of seeking consent from clients to engage in the survey embeds across the Service. There are also communication resources (posters/information leaflets) about ‘Your Voice’ displayed in key contact areas for people undertaking Community Payback Orders to help reinforce the importance of having their voice heard.
Future plans involve expanding the process in relation to more specialist questions and services such as accredited programmes, Caledonian System (a programme to tackle domestic abuse in Scotland), Moving Forward Making Changes (a treatment programme for sex offenders), Women’s Services (Tomorrow’s Women Glasgow), and Drug Testing and Treatment Orders (DTTO) and Glasgow’s Youth Justice Services. Discussions are ongoing about how the system could be used with victims who are working within the Caledonian system.
Your Voice plans reporting in Spring 2023 and details of client feedback will be included in future reports, this will give CPO Providers timely information around performance, Service User views and be a great tool for service improvement planning – WATCH THIS SPACE
