Our service users come first.
That’s one of our core values and we believe listening to service users is key to getting this right.
Our VoiceBox is about putting a microphone to the voices of our service users. They tell us what works for them and what doesn’t. Our job is to share, amplify and act on their feedback.
The VoiceBox includes a variety of different platforms where we can gather insights from our service users – some are local and some company-wide, some 1-1 and some group-based – but all are designed to help us to listen better to the people who matter.
Each of our services operate their own VoiceBox projects, tailored to the individuals they work with. Service users are often involved in recruiting new staff, planning activities and trips while some services also have House Reps, Scrutiny Panels and more.
We also have VoiceBox projects looking at our central systems and overall approach to care. Their suggestions are shared throughout the organisation, feeding into our staff education and procedures. Current company-wide VoiceBox projects include:
- VoiceBox Panel - the panel is a small focus group, giving us in depth feedback about our approach. This can cover anything from to how we manage difficult conversations, how we involve residents in mealtimes to how we respond to complaints. Whatever the topic, the VoiceBox Panel give us an honest view from their perspective: they challenge us and help us do better.
- VoiceBox Visitors - the Visitors get out and about, stopping in unannounced to see how our schemes respond to new people and reporting back on the overall feel of our services.