Service user involvement
The Link Visiting Scheme is committed to enabling its service users – ‘Link Friends’ - to be directly involved in which services are offered and how we provide them. Link Friends are continually consulted to help determine the existing and future shape of services they receive, and to ensure we are a ‘needs led’ organisation, utilising our resources appropriately.
In addition to service users, we also have a substantial volunteer team, who have valuable and relevant knowledge and experience to share, which can influence existing and future services. Their feedback is also important and sought whether they are active or not.
Service user engagement is the primary tool used to enhance and develop our efficiency and effectiveness, e.g., engagement in decision making; accountability including a performance monitoring role; built-in service user perspective for the service; determining existing and future service quality and standards; strong community links and relationships.
Our responsibilities
The Link management team has overall responsibility for ensuring all Link Friends and all volunteers have the opportunity to be involved in service development i.e. planning, delivery, monitoring and evaluation.
Our assessment team helps each Link Friend to make informed choices about the support they receive. They are informed of their rights and all appropriate opportunities our services provide.
The volunteer coordinator is responsible for ensuring all volunteers have diverse opportunities to be involved in service development and delivery. Six-monthly feedback is a critical input to their engagement.
All employees are responsible for ensuring Link Friends and volunteers feel supported and listened to. Issues are taken seriously and dealt with and managed in accordance with our policies and procedures.
User involvement
The Link is committed to ensuring that all service users are engaged both on a formal or informal basis, as individuals or as members of activity groups, at a level they feel comfortable with and at a pace that they can determine. Employees will ensure that all Link friends and volunteers have the opportunity to define what they want from the Link, and how they want to be involved at the beginning of their involvement and throughout their relationship with the Link. All Link friends and volunteers can give feedback on our services through either direct communication at any time, or through our routine 6-monthly feedback process.
Evaluation and monitoring
We work closely with our Link Friends and volunteers to continually improve the quality of our services. Link Friends and volunteers are regularly involved with qualitative service reviews, where opinions are proactively sought. We make this as accessible as possible, including written feedback with stamped addressed envelopes, face-to-face meetings and online opportunities.
Governance
We are pleased to encourage and support service users who wish to become trustees. Support includes enhanced training, personal support, and discussing agenda items before each meeting.
Strategic planning
Link Friends and volunteers are encouraged to participate in strategic and business planning events, policy-making and activities that determine the vision and direction of the Link Visiting Scheme’s development. All new services are developed in partnership with potential service users and as a result of Link Friend feedback or community need.
Information Sharing
All new Link Friends receive a welcome pack which includes information about all of our services, and contact details for all staff members to encourage direct contact if required. At their first assessment, the assessor will talk about the options our services offer and leave literature for them to review. Newsletters are posted throughout the year to all service users, informing and updating them about our services and encouraging feedback. A stamped addressed envelope is included and volunteers are encouraged to support their link friend to complete all feedback requests.
The Link website has a private login section for volunteers to access important information. This is regularly updated and the information can be shared with their Link friends.
We recognise it is important to reach out to service users in different ways to ensure we are working inclusively. All information shared is available in a variety of formats to ensure that it is:
• relevant and at the level of detail appropriate for Link Friends’ needs;
• in a readable typeface and print size;
• in an attractive design and format, and inviting to read;
• in clear, concise, plain language.
Marjie Walker
CEO, The Link Visiting Scheme