Service User Feedback App
Research type
Research Study
Full title
Pilot of Service User Feedback App
IRAS ID
186150
Contact name
Katharine Dill
Contact email
Duration of Study in the UK
0 years, 6 months, 0 days
Research summary
Local authorities, and health and social care boards and organisations are required to consult with, co-produce, and partner with service users in the development, delivery and commissioning of services. Engaging with people who use services and gathering feedback and evaluation about services can be demanding and relies on the staff members’ that are delivering services, and administrative systems to analyse the feedback and make use of it to inform services and practice, as well as publish it and ensure it is available for audits and inspections.
In an era of greater accountability and transparency for publicly funded services, the project team are keen to develop tools and methods which allow social workers to gather evidence of their contribution, and ensure that service users are provided with opportunities to feedback and evaluate services they receive. The context of funding for public services also demands that practice is informed by evidence; that hearing the voice and perspective of the service user is a priority.
Advances in technology and digital citizenship are urging forward the development of new ways of consulting with and gaining feedback from people who use social services. Research suggests that local authorities are engaging with digital technologies and social media in customer services orientated aspects of their work (BDO 2012; BDO 2013) however they do need support to try out ideas and implement new methods of working with people who use public services. Our project team will conduct a pilot study of the development and evaluation of an APP to facilitate social work service user feedback (Anghe; & Ramon, 2009; Bailey, 2005; Brown & Young, 2008; Cary 2009; Coulter et al, 2013; Duffy & Hayes, 2012; Duffy, 2012).
REC name
HSC REC B
REC reference
15/NI/0198
Date of REC Opinion
3 Nov 2015
REC opinion
Further Information Favourable Opinion