Service User Led Development of Services
The centre continues to develop its services in accordance with what service users want and need. We consult with service users on an ongoing basis whether it be through landing meetings, interviews, surveys, formal meetings etc. Regular feedback is provided to service users about how
Ty Gobaith has responded to their issues and opinions.
Due to the cultural transience and complex needs of many of the centre’s service users it has sometimes been difficult to motivate and engage some people with certain activities. Nevertheless we continue to commit to a genuine user involvement policy. A new initiative has been the participation of service users attending quality audit group meetings where staff and service users discuss the quality and future development of service provision. Positive and constructive contributions from service users have been facilitated and this has had a very positive impact on service delivery.
One of the many ways we respond to service users contributions is to regularly feedback and agree action points in team meetings as well as feedback statistics from satisfaction surveys. Every service user is interviewed after 3-months of residency at the centre and the responses are recorded for development. Service users are then informed of outcomes periodically during landing meetings, quality audit meeting, at individual key working sessions and information displayed via centre notice boards. Service users were interviewed and asked questions on how satisfied they were with many aspects of the service they receive. Examples of these were about accommodation, décor, maintenance/repairs, privacy, staffing, changes of service, participation, rights, mealtimes as well as the pastoral care programme at the centre.
“I was at the Salvation Army centre for some time and I have
recently moved out a few weeks ago. My experience there was
a good one I found the staff very helpful and willing to help me
with my problems that included family problems, drink, drugs and
housing issues. I was at the T^y Gobaith centre previously about
two years ago, but when I was here that time I think I was not
ready to go college I found myself drinking more and more
all the time. The staff helped me get back into education but I
then ended back in rehab for eight months.I came back to T^y
Gobaith recently and I was supported to move on to the next
stage of my life by being helped and advised on the housing
issues I had, they helped me get into supported housing. I think
this was the right move for me because I’m a recovering alcoholic
and need support from time to time.
I am now looking forward to the future for the first time in years
I now have my priorities right and am looking for work and I am
hoping to settle down soon and have a family of my own.”
Gareth
“I had been at T^y Gobaith for about a year, I came here with my
head mixed up and a lot of pain because I lost my mum and
sister within a year of each other and became a father.
Over the year I had a lot of help and the staff have been so good
with giving me a lot of help and support. I spent some time on the
Bridge Programme and my key workers helped me to gain access
to my daughter. Last summer I went on a holiday with other
service users and staff on a fishing holiday and had a brilliant
time. I have taken part in many other activities and my key workers
have been so supportive. Without their support my life may have
been a lot different. All I can say is a big thank you to all the staff
at T^y Gobaith but most of all to my two key workers. To be
homeless is hard and it opens your eyes it is time for me to get my
life back together so again thanks to all over this hard time.”
(JOE) Graeme
