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'What do you think?': a qualitative approach to evaluating individual planning services.

An established individual planning service was evaluated using a service-user-centred approach, which looked at the extent to which people are involved in the process and their understanding of its nature and function. Responses recorded during interviews with service users, their keyworkers and some family members are complemented with data collected from participant observation of individual planning meetings. The findings suggest that the majority of service users able to speak for themselves who were interviewed have a good understanding of the planning process and find it a positive experience; this is supported by participant observation data. Those speaking on behalf of people unable to speak for themselves are unclear as to how much understanding the group has of the process. Observation data suggest that people needing others to speak on their behalf are excluded from discussion during meetings more often than they are included. Recommendations are made for developing the service and providing additional support for keyworkers, building upon the considerable progress made during the service's inception.