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Section 3 Issues and concerns in research and consultation

3.12 Getting your colleagues interested in service user feedback

Some organisations find that research and consultation tends to be seen as the preserve of those staff in ‘customer care’ related jobs. Others have found that they have involved a range of staff in the in-house design and management of research and consultation exercises. If research and consultation is to be fully used, the task is to engage staff in the findings and actions from research and consultation, whether or not they are actively involved in the collection of the information.

Whilst there’s no simple solution, part of the answer to generating wider interest and responsibility for getting service user feedback lies in many of the key principles of quality in research which underpin this guidance, in particular using feedback for learning and action, the utilisation focus and using appropriate methods. Active engagement of staff in the process of seeking service users’ views and ensuring that staff feedback is valued will also promote a wider awareness of the value and purpose of research and consultation and help to overcome cynicism and research fatigue.

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