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Service User feedback important to improving quality

The UK Government spent £21.2 billion on social care between 2016 and 2017. The whole sector is facing well-documented challenges. With no let up on the pressures, maintaining and improving quality is a constant worry for those running social care services.

Technology can play a pivotal role in improving the quality of care delivery, whilst creating cost savings. Feedback from those using services is an important quality measure.

ADASS (Association of Directors of Adult Social Services) and CM2000 held a roundtable discussion on: ‘THE DATA DIMENSION - Making intelligent use of data to support sustainable and quality social care’, at their Spring Seminar in Staffordshire. CM2000 sponsored the event and took part in the industry debate. Lots of interesting and thought-provoking themes were discussed by eight social care leaders, chaired by Mrs Margaret Willcox, the Director of Adult Social Care at Gloucestershire County Council and immediate past president of ADASS.

One of the themes discussed was around the role and value of service user feedback, which can be a useful catalyst for change.

Kate Terroni, Director of Adult Social Care, Oxfordshire County Council noted:

“Often innovation comes from the service users and the families posing questions to us as professionals by saying, ‘Why are you doing it that way, have you thought of doing it another way?”

Service Users and their circle of support are well-placed to give insight that may not be picked up from other data sources, and this feedback is fundamental in achieving a complete view of service quality.

CM2000 uses ‘Quality Compass’, a holistic feedback tool that efficiently collects views on care quality from Service Users’, their friends, family, GP, Social Worker, and any other stakeholders through our automated survey engine and analytics.

Gaining feedback in this way provides a voice to the people who matter most and is a great tool for driving up quality. By giving Service Users and their circle of support a direct, confidential channel to feed back their experience it helps identify examples of good practice and areas for improvements.

The importance of Service User feedback was just one of the topics covered. Discussions took place around the role of data intelligence in monitoring quality and spotting problems, as well as regional data sharing. There was also debate around encouraging more use of mobile technology for health and social care.

A short report has been produced summarising the debate. You can request a copy of the report here.
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