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Responding to user views of service performance

The need to listen to users and to incorporate their views in providing care and service planning is often expressed. Government policies have sought to formalise the incorporation of service users' perspectives into quality assurance mechanisms. However, gathering data about user perspectives can only be effective when viewed as an aspect of other processes that enable service users to expect their views to matter. Using the experience of a CMHT, this paper demonstrates how managers need considerable skill and commitment if users' views are to be assessed effectively and if their priorities are to be reconciled with the priorities of service providers, professionals, management and government.