What is it?

In order to help the Supporting People team develop a better understanding of how services are provided, to provide insight into living conditions experienced by people in Supporting People funded services, and to ensure service users constantly receive appropriate, quality support, Tameside have developed a peer review scheme.

The aim is for service users and carers to be involved in checking the quality of services funded by Supporting People by interviewing other service users and staff, gathering feedback and reporting back as part of the
service review conducted by Supporting People.

What’s involved?

Peer Reviewers work alongside Supporting People quality and review officers to undertake service visits, tour premises and interview service users and staff.

Peer Reviewers receive training before they undertake visits and an agreement has been developed that both parties (providers and users) use as a guide when undertaking peer review activities.

The agreement covers areas such as standards of behaviour expected and the personal qualities that should be demonstrated by the peer reviewers, as well as the areas and activities that the peer review officers are
responsible for. What to do in the event of a complaint, practical information such as transport and expenses, and a series of ‘golden rules’ are also included in the agreement.

What has it led to?

Having service users talk to other service users creates a far less formal atmosphere for exchanging information than having Supporting People officers conducting all the interviews. Peer Reviewers have reported that they have encountered a greater openness and honesty about the issues involved in specific services. Service users have felt able to make comments, complaints and give praise about the services they are using while feeling understood and listened to by a peer who has an understanding of their situation.