SERVICE USERS EXPECTATIONS OF ADDICTION SERVICES

1
SERVICE USERS EXPECTATIONS OF ADDICTION SERVICES

• John Morrill
• Addiction Service User Rep

2
NTA Users Survey Results 2006

• Annual survey initiated by NTA since 2005
• Forms sent to all drug services in England
• Includes statutory, non-statutory drug services
  and pharmacy needle exchange services
• Over 10,000 drug service users

3
NTA Survey Results 2006

• 9 out of 10 people satisfied with their treatment
  (residential more satisfied than community)
• 97 treated with respect by keyworkers
• Nearly 9 out of 10 thought treatment programmes
  were well organised run
• Users more satisfied if waiting time was minimal
• Users more satisfied if they were involved in
  putting together their own care plans
• Users wanted more support to their families
  friends
• More harm reduction info / intervention would be
  useful

4
How about our Trust Addiction Services?

• Annual survey 2006/07 of all 40 community teams
  (AMH, Addiction, OP, Specialist)
• Conducted by Director of Quality Assurance and
  User Carer Experience

5
User Survey Results 2006/7

• Compared to national benchmarks other
  non-addiction teams, addiction teams performed
  well in
• Overall ratings of care received
• Info about diagnosis medication
• Involvement in decisions re medication
• Knowing identity of care coordinator
• Knowledge of their care plan decisions about it
• Talking therapy
• Better info re local support groups

6
User Survey Results 2006/7

• Compared to national benchmarks other
  non-addiction teams, addiction teams performed
  less well in
• Trust confidence in their nurse psychiatrist
• Respect from psychiatrists
• Overall decisions about treatment care
• Written copy of care plan
• Access to out of hour crisis number
• Help with work, benefits housing

7
PATHWAY TO SERVICES

• Information from Trust or Borough Websites
• Information from GP Surgeries
• Information on treatments available
• Clear referral process
• Seamless path from entry to discharge

8
COMMUNITY SERVICES

• Information on rehabs
• Advice on Housing / Benefits
• Vocational advice
• Aftercare support
• Access to support groups

9
INPATIENT SERVICES

• Welcome pack
• Information on medication
• Access to key staff
• Ward activities
• Smoking area

10
SERVICE USER INVOLVEMENT

• Involving service users more in decisions re
  their own treatment care
• Valuing knowledge gained from listening to
  service users
• Working in equal partnership with service users