Service Users Perception and Involvement in Adult Social Care Service Provision

   
Service Users Perception and Involvement in Adult Social Care Service Provision



Abstract
Adult healthcare is a very wide topic and has been used as a subject of interest in many research and studies across the world. This particular study focuses on improvement of social care facilities for the old aged people and service users in the United Kingdom. It specifically involves the perceptions and responses of the service users for whom the service is intended to be delivered. Even though a relatively small number of respondents are utilised in the given study, it provides enough evidence and insights for further action to take place in this industry. Since the results and findings are directly a result of the primary research from the service users themselves, the results in the study provide a rich source of credible information. It is noticed by the virtue of this report that taking care of the minor needs of the service users is as important as taking care of their major issues. The service personnel needs to be actively involved in every action as they come in direct contact with the service users all the time as opposed to the senior management and regulatory authorities who monitors and controls activities but interact less with the service users on a direct basis. Apart from this, it is also equally important to keep the family members and the carers of the service users satisfied as service users often leave their important concerns and issues to be taken care comprehensively by the carers. Though, the study has its own set of limitations, it provides enough ground and base for further research in this domain especially if the same is implemented at a larger scale and with a wider scope.
Table of Contents


Chapter 1  Introduction….……………………………………..…………………………..…...5
Background and Aims	5
1.Introduction	5
1.1Background	5
1.2 Current Position	7
1.3 Objectives of User Perception and Participation	7
Chapter 2 Literature Review……………………………..……………………………..……..10
2.1 Introduction	10
2.2 Agenda of Personalisation	11
2.3 Re-designing and structural changes in the provision of adult social care services	13
2.3.1 Providing professional human resource to the end users	13
2.3.2 Provision of External and Internal Resources	13
2.3.3 The overall communication process	14
2.4 Delivery of Service Quality and its Measurements	15
2.4.1 Significance of measurement of service quality	15
2.5 Techniques to measure models for quality in service delivery	16
2.6 Measuring Project Performance	17
2.7 Significance of motivation of employees through appraisals	18
2.8 Service Quality Satisfaction	20
2.8.1 The SPRU (Social Policy Research Unit) model	20
2.8.2 The ASCOT (Adult Social Care Outcomes Toolkit) model	20
2.9 Summary	22
Chapter 3 Research Methodology…………………..….……………………………………..23
3.1 Research design	24
3.2 Sampling	27
3.3 Data collection	27
Chapter 4 Data Analysis ……………………….……………………………………….…….29
4.1 Data Analysis	30
4.2 Ethical and Research Governance	30
4.3 Dissemination	31
4.4 Collected Data	31
Chapter 5 Discussion and Findings………………….………………………………………..39
5.1 Limitations of the Study	43
5.2 Summary	43
Chapter 6 Conclusion…………………………………………………………………………44
References………………………………….…………………………………………………48
Appendices……………………………………………………………………………………54





Chapter 1 Introduction
Background and Aims
1. Introduction 
This section provides a brief background regarding “Service Users’ Perception and Participation”. It will explore why it is important to undertake this research and the benefits envisaged.
1.1Background 
Service user perception and participation is not a new phenomenon and appears to be episodic. Initially when service user perception appeared in the 70s and early 80s, it was associated with the growth in resources for public sector, highlighted the need for additional resources (Wirth, 2004).
Over the past 15 years the use of the service user’s perception has been governed by legislation under the umbrella of modernisation, from the White Paper Modernising Social Services (DH, 1998) to Independence, Choice and Wellbeing (DH, 2005) and Our Health, Our Care, Our Say (DH, 2006) there has been greater emphasis in the service user’s perception capturing various dimensions (Barnes, Newman and Sullivan 2007 p13). Comprehensive accounts of legislation and policies aimed at promoting service user involvement in health and social care include, The Care and Support White Paper, published in July 2012, (Health and Social Care Act 2012 DH Chapter7 p1) which set out the Government’s vision for a reformed care and support system, building on the 2010 Vision for Adult Social Care (Vision for Adult Social Care 2010 p23), and for a framework for transparency and quality in adult social care. 
The driver for service user involvement is generally seen as originating from central government but other groups such as service user led organisations have also played an important part in d