Part 1
A young people’s emotional support service wants to find out how accessible their service is for young people. They decide to ask young people to write their feedback in a comments box in the waiting area.
There are many anxieties amongst the staff team about receiving negative responses.
Click on each tab to see what happens next in this case.
Part 2
In the comments box are a handful of responses from young people, with a range of feedback – both negative and positive. Comments given are about the building’s location, how comfortable the entrance area is and the length of the waiting list.
Click here to see how the manager’s respond.
In the comments box are a handful of responses from young people, with a range of feedback – both negative and positive. Comments given are about the building’s location, how comfortable the entrance area is and the length of the waiting list.
The managers respond by creating a ‘You said, we did’ board in the waiting area.
They make some small changes but acknowledge the limits of being able to change the building. The notes on the board explain why waiting lists are so long, and explain what was being done to reduce waiting list times.
Activity 1
Consider the following questions:
- Why do you think there are only a handful of comments?
- What else could be done with these comments?
- How do you think the young people and families in the waiting area feel about the ‘You said, we did’ board?
- What else could be done which might address the feeling of ‘us’ and ‘them’ and work more collaboratively?
Record your thoughts on the worksheet provided.
Click here to download a copy of the worksheet.
Part 3
The organisation decides they want to find out more from young people. They set up a working sub-group of service users and managers to ‘troubleshoot’ main problems and discuss possible solutions about access.
Question: What do you think some of the possible solutions about access would be?
Click here for the answer.
The organisation decides they want to find out more from young people. They set up a working sub-group of service users and managers to ‘troubleshoot’ main problems and discuss possible solutions about access.
Question: What do you think some of the possible solutions about access would be?
Answer: After 6 months, young people have helped to design some of the leaflets and also the webpage which promotes the service.
They were also trained to sit on an interview panel to help recruit key staff who have an impact on access for example, a receptionist.
The group have also expressed a desire to make a video which raises awareness about mental health to help tackle stigma.
Activity 2
Now consider these questions:
- What do you think are the outcomes for the service, the staff and the young people involved?
- What might be the long-term benefits for service users of these changes?
- Why do you think this way of working might be challenging?
Record your thoughts on the worksheet provided.
Click here to download a copy of the worksheet.
