Seeking and Using Service User Input to Improve Clinical Services

Abstract

This article uses the contributions of one particular service user to highlight the value of seeking and using service user input into the design, delivery and evaluation of clinical services. The voices of patients have often gone unheard and unheeded on such issues. The Cassel Hospital, which is usually seen as a champion for listening to the views of patients, is used to exemplify the very real difficulties involved in true listening. It is seen to have been difficult and complicated for us in that institution to give up a more paternalistic omniscient stance. However the many values of true listening makes it easier, once started, to continue with seeking and using service user input to improve clinical services. Transference is seen to be robust. We end with a challenge to colleagues working in other psychotherapy service settings to seek to find the value for them in involving and listening to the views of service users.