The Service User-Led Accreditation Programme committees are chaired by Angela, a service user with lived experience of mental health and member of the People Participation team. She explains the importance of service user involvement.

What is your role with ELFT and the Service User LedAccreditation programme?

I’m a Lead Assessor and I also chair the service user and final committee panels, my role is to listen and ensure that everyone’s voice is heard. The panels reflect the programme’s commitment to partnership and having service users at its heart. Being a Chair with lived experience is incredibly empowering. The programme also demonstrates ELFT’s trust in service users to shape positive change in care.

How do service users work with other ELFT colleagues and services?
The programme is about how services can improve the quality of care for service users and carers. Service users might not have clinical training but they are experts in their own life and we work to make sure their voice is heard. We want services to know what their service users are comfortable with, or not comfortable with.

How did you get involved?

It has always been important for me how the NHS treats people, both in terms of care and in how they are respected as individuals. I have witnessed poor care where service users were not being treated with respect and that had a negative impact on their recovery. I became involved with People Participation (PP) during lockdown and was then asked if I wanted to support the accreditation programme.

After support and assessment training I had the chance to do an assessor visit and just thought ‘wow’, this can make a genuine difference and I wanted to be part of that. I also get to work with the fantastic Quality Assurance (QA) team as part of this and really feel I am contributing in a positive way. I also see it as a way of saying ‘thank you’ to ELFT for the care it provided me when I needed it.

How important is it that service users help the NHS improve care.
The involvement of service users and the use of co-production are essential in developing care and in fostering a culture of healthcare professionals listening and learning from experts by lived experience. They shape a meaningful partnership approach and avoid a hierarchical approach of clinicians telling service users what they should think and feel.

What do service user assessors look at during an accreditation visit?

From the first contact with a service we consider ‘how welcome do you feel?’ and consider if the environment is pleasant, what tone and language do the team use, are they abrupt or friendly and how the team interact and support each other. We also talk with service users for their thoughts and carers on our team ask questions about how the service supports carers. We are looking for consistency of care, empathy and teams who really understand everyone’s role.

We’re looking at whats hidden in the corners, teams sometimes have blind spots, and as service users we’re often more aware of some of these smaller things they're not aware of that might make a big impact on their service users.

What has been the most memorable part of being involved with the programme?

For me, it was when we went to Bedford Talking Therapies. Every person we spoke to, from the front desk to senior clinicians, understood everyone’s role and the show so much support for each other. We would ask one question and they would give a great answer and so much more. The entire team really understand their service users and work incredibly hard to consider the care they provide and meeting the needs of the diverse community they support.

Service users told us they feel welcomed and were always asked ‘how can we help you?’ The entire team are going above and beyond. They have achieved the Platinum Award and really deserve it. They were amazing.

What are your hopes for the future of the programme?
I see the programme as a model that can be transferred and modified for other NHS Trusts across the UK and by healthcare providers in different countries. Service User-Led Accreditation is an approach that is working, that is improving quality and should be shared.