Engagement and involvement: requires improvement

W3. How are the people who use the service, the public and staff engaged and involved?

Characteristics of services we would rate as requires improvement in this area

The culture of the service is not always open and transparent. Staff may feel isolated, and do not have regular opportunities to meet colleagues, or to discuss best practice in a learning and supportive environment. They do not always feel engaged or empowered.

There is a limited approach to sharing information with and obtaining the views of staff, people who use services, external partners and other stakeholders. Insufficient attention is given to appropriately engaging those with particular protected equality characteristics. Feedback is not always reported or acted on in a timely way.

Community links are not always well maintained or are the right ones for people.

Safeguarding concerns are reported, but there may be reluctance to deal with them openly. People and staff may be reluctant to challenge unsafe or unacceptable practice because their concerns are not always acted on, or they fear recriminations. Where issues are investigated they may not always be involved, or not be told about outcomes. Those who are involved tend to be the ones with a stronger voice.