Richmond User Experience of Service Questionnaire

User and Carer Involvement in Service Redesign, (New Ways of Working, 2008)

Richmond CAMHS (where Ann works) had implemented elements of CAPA from 2000. We undertook a user involvement project as part of New Ways of Working national early implementer site work in 2006. The full report was published in 2008 ‘User and Care Involvement in Service Redesign’ and is available from http://www.newwaysofworking.org.uk/pdf/UserCarerInvolvement.pdf or from Ann. Only a small amount of the information we collected is given here - the full report is 200 pages long!

Overall, feedback from children, young people and parents was very positive using direct interviews, the CHI ESQ and a specially designed Choice experience questionnaire. Overall, 3 children, 11 young people and 34 parents/carers were interviewed.

Direct interviews

Children under 11 years (n=3). In general, they all liked the person they saw and liked coming
Young people aged 11-18 years (n=11). Four had been in contact with the service for 3 months or less, five between 6 months and a year, one for 3 years and one for 6 years. They were seeing a variety of professionals.

The majority said:

The process of being seen had been easy
They were offered a choice of appointment times for Choice
They were given enough information
Their Care Plan made sense to them and they felt involved in making it
They had choice and control over their treatment.

Parents/carers (n= 34). The majority of parents told us that:

They had been offered a choice of appointment times
They were given enough information
Were involved with making a Care Plan
They had choice and control over the treatment.

There were mixed views about preferred waiting times, ranging from being seen immediately (if urgent) to 3 months. Suggestions for acceptable times between the Choice appointment and Partnership ranged between 1 and 6 weeks with most suggesting 2 weeks. Interestingly, we found no correlation between how long people waited to be seen in Choice and their satisfaction with how quickly they were seen. We took from this that absolute time is not the issue - it is that it is experienced as timely.

Experience of Service Questionnaires (CHI ESQ)

Responses were extremely positive in all areas from 9-11 year olds (n= 7), 12 to 18 year olds (n=27) and parents (n= 35). See table on previous page.

CHI questionnaire	Child aged 9 to 11% n=11	Teenager % n=27	Parent %
I feel that the people who saw me/my child listened to me	100	96	100
It was easy to talk to the people who saw me / my child	100	96	98
I was treated well by the people who saw me my child	100	97	100
My views and worries were taken seriously	100	100	97
I feel that the people here know how to help me	100	96	89
I have been given enough explanation about the help available here	86	74	91
I feel that the people who have seen me / my child are working together to help me	100	89	85
I am happy with the outcome of the assessment here today	NA	NA	NA
I have been given enough information today about what happens next	NA	NA	NA
The facilities here are comfortable	100	96	97
My appointment here was at a convenient time	71	77	74
It was quite easy to get to the place where I had the appointment	100	89	97
If a friend needed this sort of help I would suggest to them to come here	100	92	100
Overall the help i have received here is good	100	93	97