Service User Forum

Engaging with adult clients who use any of the services provided by Sunderland Counselling Service

By clicking on the sections below you can find information about our ongoing client forums.

Service User Forum Info 2021

Client Forum update:

Throughout 2021 we have held a number of client forums and would like to offer our sincere thanks to everyone who have given up their time to attend.

We received some very positive feedback about the services we provide, as well as some very useful comments about how we could improve, as follows:

Some clients said that the number of sessions they were offered was not enough. We explained that we need to put a limit on the number of sessions to help us offer counselling to as many people as possible, without waiting lists building up too much. However, we know that Sunderland CCG are currently drawing up their strategy for mental health services in Sunderland so we committed to making sure that this feedback is considered as part of that work.
At our first Client Forum some clients said that being asked to fill in questionnaires at every session wasn’t helpful and took up valuable time. We explained that this is part of the contract we hold with the funder of the service (Sunderland Clinical Commissioning Group) so isn’t something we can just stop doing but committed to working with our counsellors to provide them with training on how to make better use of these questionnaires, to make sure they are a useful part of counselling. At our most recent forum, we received feedback to say how useful clients had found these questionnaires in their recent treatment. They had been able to track their progress through their counselling and see where they were making positive changes or facing challenges. We will continue to support counsellors to use these tools effectively in sessions with clients.
At the most recent forum, clients told us how important it was that they received information on the services we offer in a timely manner, for example when they have had a cancer diagnosis. We committed to speaking with our partners around the city to keep them up to date with our specialist services and to encourage them to let potential clients know we are here and the benefits they may receive form counselling.
Clients also told us how they benefitted from being able to access counselling using a video link. They found being able to use these methods, as well as telephone calls, worked for many in the COVID pandemic. Clients said this might not be the case for all and we are committed to continuing to offer counselling over the telephone, on video or face to face according to client need.

Service User Forum Info May 2022

“The SCS client forum met again on Wednesday 11^th May, with clients and SCS staff in attendance. We received lots of useful feedback which included endorsement for our continued approach to offering services in a variety of methods – face to face, by telephone and secure video platform – to increase accessibility and flexibility. Where we are working face to face with clients, the people who attended the meeting endorsed our approach to doing this in a safe way to minimise risks from COVID. We received really useful feedback on how we meet and greet our clients in John Street and on the ways in which we promote our website as a useful resource for clients, and we are now considering ways to act on these suggestions. The next meeting will be held in late August or early September and we hope to hold this meeting in person at John Street.”

Service User forum Info October 2022

Service User Forum Info July 2023

This forum we received positive feedback on some of the good work carried out by our team. Praise was offered from services users for contact they had had with the service from the moment they contacted the service. We heard how valuable it has been for service users to have access to our bereavement support groups. As a service we were able to give updates on new projects we are involved with such as working alongside the Community Treatment Team and also the addition of a children and young people social prescriber to our team.

Service User Forum Info October 2023

Service User Forum Info February 2024

Our next meeting date is to be confirmed, please get in touch if you have used our service and would like to attend.

A client who attended the service user forum said:

‘I think it was great to be involved and I always felt welcomed by everyone and that my feedback was valued and acted upon’

You Said - We did

Following feedback in our Service User forum - we have made the following changes:

Sought further funding for our cancer service and we can now work with carers as well as patients.
We reduced how long someone will need to wait to rerefer for further support from 3 months down to 1 month
Updated our literature for the Cancer Counselling Service and provided feedback to the hospital about what further support people need at the time of a diagnosis from medical professionals.
All of our service leaflets were updated to make them more user friendly and appeal to the people who need to access our service
We now have a social media presence

Objectives of Client Forum:

To consider client feedback and identify opportunities for improvement in our services
To consider and improve our service literature, website and marketing / publicity materials
To review our policies and procedures.
To review proposals for service changes, development of new or extended services and identification of any unmet needs.
To provide input into funding bids and service development / design and explore ways to improve and widen access to our services.
To consider ways in which clients can become more involved in the operations of SCS, such as involvement in recruitment, involvement in training as experts by experience or representing the organisation externally.

It is important to state that the forum will be advisory in nature. SCS values the input of all clients and staff but is under no obligation to act on any or all recommendations or proposals from the forum. SCS does, however, commit to consider and respond to all recommendations

The forum is not:

A support group – any clients joining the forum need to be able to take care of themselves and contribute appropriately to the forum.
An appreciation society – SCS needs a healthy balance between due praise and constructive challenge.
An exclusive or elite group – SCS is mindful that the group should be representative of our varied client groups.
A way to gain rights or privileges around accessing and approaching the service.
A forum to pursue complaints or compliments about the service provided to individuals – any complaints / compliments received should be dealt with via the relevant procedures.

Frequency

The Service User Forum will meet quarterly.
Working groups will be established as necessary and frequency of meetings agreed.
Meetings will be advertised at least one month in advance.

Membership:

The SCS Client Engagement Forum will be chaired by the Chief Executive (or a nominated deputy).
SCS Clinical Lead.
SCS Service Manager.
Attendance will be invited from any current or past client of SCS who has either started or completed therapy with the service.
Clients who are on a waiting list only will not be able to attend as their experience of using the service will be limited at that stage.
Clients who are on a waiting list for a second or subsequent episode of treatment will be able to join the forum, on the basis that they have received a service from SCS.

Further information:

Participants do not need to commit to attend multiple meetings
Each meeting is an open group
Participants must sign up to the forum in advance
The forum will be publicised in advance and an agenda produced.
The agenda will always include space for any other business so that participants have the opportunity to raise any issues that are not already covered.
If participants wish to remain as members of the forum once they have finished using our services will be welcome to do so
A representative of Sunderland Counselling Service board of trustees will attend the forum at least twice a year.
A representative of the forum will be invited to attend board meetings at least twice a year.

For more information or to become a member of this group, please email [email protected] or call 0191 5147007.

Conduct

A simple group agreement will be prepared in advance of the first meeting and agreed at the first meeting to clarify the expectations and responsibilities of all present. This will be displayed and reviewed at each meeting.

Date approved by Sunderland Counselling Service Board: 27th February 2020

Date for review: 26th February 2021

Aims of Client Forum:

To engage with adult clients who use any of the services provided by Sunderland Counselling Service and to improve our communication with our clients.
To benefit from clients’ experience of using our services so that we can improve the quality of our service delivery.
To draw on the range of clients’ expertise to assist the development of the organisation.
To encourage the participation of our clients more meaningfully in the organisation.
To reflect and demonstrate our commitment to our clients expressed in the BACP Ethical Framework.