Making consultation work

Checklist:

Consult on specifics: ask people to comment on specific things that can be changed.

• Be honest about who makes decisions: tell participants how much influence they will have by giving their views.
• Provide support: some people lack confidence, but this does not mean that they do not have valuable views about a service. A group discussion (sometimes called a 'focus group') may help.
• Provide incentives: food, money, transport and a comfortable environment for consultation.
• Acknowledge personal agendas: some service users may see contact with a manager or researcher as an opportunity to resolve personal issues. Be clear about the purpose of the survey or interview.
• Give feedback: people who give information to help services should be told the outcomes of the consultation, for example in a short letter or verbal announcement at a meeting.

Reach the hard to reach. Some people may not be easy to consult for a variety of reasons - they lack confidence, are sceptical or have difficulties with language or physical access. Engaging with people who are hard to reach must be seen as the organisation's problem rather than the individual's.

Find out more about other user issues and examples in the In more depth section.