The belief that those who use and benefit from services should be involved in their planning and evaluation has never been stronger (Wilson, 1998). Following the community care legislation (NHS and Community Care Act, 1990) and the Citizen’s and Patient’s Charters (HMSO, 1991), it is recognised that a central purpose of intervention is the ‘empowerment’ of service users. To this end individual users can expect to have an opportunity to contribute to the definition of need, a copy of any final assessment, the identification of appropriate responses, involvement in any review process, and be provided with, and informed about, mechanisms for complaint.
KeywordsPublic Service Service User Primary User User Involvement User Engagement
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