Leanne Owen, Chief Operating Officer, Midway Care Group
Midway Care Group (MCG), is a provider of services for 220 people with learning disabilities, autism and complex needs across The Midlands. The team have been working collaboratively with the people they support to enable extended choice and control through the development of a coproduction strategy.
We work in line with choice and control principles, empowering people to make decisions about their day to day lives. Our aim is to empower individuals to make decisions , not just about their life, but aimed at leading the service they receive. To enhance this, we have been working on the development of a co- production strategy which includes the people we support in leading the business. The Co-Production Strategy is enabling representation and the views and opinions of the people that are supported across the Group, to be shared and contribute to the decisions that the organisation makes.
Recent work has included developing a process called ‘Voice of the Customer’: a survey to people who live within MCG services, including accessible versions, to explore feedback and views on the organisation and the support people receive.
Our MCG Head of Quality Kirsty Peachey who has been leading on the development of the coproduction strategy had this to say:
“These surveys are focussed on service provision but have been created to enable Midway Care Group to make real positive changes at both service and organisational level. The plan is that the feedback that we receive will contribute to practice delivery and the growth of Midway Care Group. The survey focusses on four areas; Safety, Dignity and Respect, Active Support and Enjoy and Achieve. The survey contains 17 questions and the submission form has been created in an accessible format. Guidance has been provided to support staff on what to consider when seeking the feedback from the people we support. The highest levels of satisfaction where reported across for the following questions; I am supported to go to health appointments and with my medication, I am treated with dignity and respect and I am encouraged to do things independently.”
Kirsty has also established the organisation’s ‘People We Support Forum’ which is made up of volunteered people who live within the Midlands based services.
Kirsty told me: “The group will be meeting quarterly to share experiences, concerns and ideas, facilitating meaningful improvements. As an example, for our next meeting the focus is on our care and assessment process and the analysis of the survey completed earlier in the year. The team will work together to redesign the process in partnership with operational colleagues, myself and the quality assurance team.”
Feedback from people who are supported at Midway about the coproduction sessions has been positive. Andrew has volunteered to be a member of the new forum and has recently completed a Voice of the Customer survey, he said:
“I am looking forward to being involved. I want to get involved in asking staff questions in interviews.”
It is hoped that these focus group type sessions will provide valuable input and allow people to co-design the organisation’s new approach to care planning and the development of policies, procedures, systems and outstanding care.
Our hope is that this work will improve the quality of the process by including real ideas and lived experience.
