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Implement strategies for involving stakeholders and others in decisions about service delivery

This page is designed to answer the following questions:

NOTE: Although this page has been marked as complete, it has not yet been peer-reviewed or quality-assured, therefore it should be considered a ‘first draft’ and any information should be fact-checked independently.

We previously looked at the importance of engaging with internal and external stakeholders to create awareness of the vision for service. In this section, you will need to demonstrate that you can implement strategies that involve stakeholders (and others) in decisions about service delivery.

Stakeholders include service users (and their families), team members, owners, directors and other agencies and some of the strategies that may be used are included below.

Communication strategy – internal/external

Communication strategy can involve both internal and external stakeholders. Internal stakeholders would include staff, managers and directors and external stakeholders would include other agencies or the wider community.

It is important that you are able to involve stakeholders in the decision-making process so that they can put forward their ideas and views about service delivery. It is also important to explain why decisions have been and how it will affect them as well as giving them the opportunity to ask questions to clarify their understanding.

Communication strategies can include meetings (see below), newspaper advertisements, mail and email and information on the organisation’s websites.

Community meetings – internal;/external

Community meetings can include focus groups, information-sharing meetings, feedback and review meetings and decision-making meetings. These can be used to ensure that all stakeholders are kept up-to-date with organisational changes.

Team/individual meetings

Similarly, team and individual meetings can be used to ensure that team members fully understand their role in implementing the proposed changes and raise any issues that they have.

Feedback processes and procedures in respect of service provision

A well-led organisation will ensure that there are processes in place to encourage stakeholders to provide feedback about service provision. All meetings, such as the ones listed above, should include opportunities for stakeholders to provide feedback. In addition, feedback can be gained from other sources including staff and service user surveys, complaints policy and procedure and informal chats.