Ongoing public consultation should form an integral part of the local strategic planning process. This will involve consultation with patients, service users, carers, and other members of the public and staff.
It is important to ensure that this is a positive experience for all involved and that accepted good practice is followed. Normally the PCT, assisted by the project manager, architect and developer, should take responsibility for ensuring that public consultation is undertaken.
Good practice should include the following:
Venues for meetings and focus groups should be comfortable and fully accessible to those with disabilities. Account should be taken of public transport links, parking for disabled people and other nearby parking facilities. It is often helpful to consider existing networks or meetings, and to use familiar venues. Refreshments should be available at meetings, bearing in mind particular dietary requirements. Creche facilities should be made available whenever appropriate. Interpreters, signers, lip readers or loop systems may be required for meetings, events or individual interviews. Whenever possible, two facilitators should be available at each meeting or focus group. This enables the facilitators to cope with any technology requirements (for example recording facilities) as well as offering support to participants.
Participants not attending events/meetings in a work capacity (i.e. paid) should have all expenses reimbursed (for example travel, respite care, childcare etc). The process of reimbursement should be as quick and simple as possible. Consideration should be given to offering payment, over and above actual expenses, to service users and carers who attend meetings. If payment is not possible, participants could be offered a gift token in recognition of their contribution. Prepaid envelopes should be included whenever a response is required. See 'A guide to paying consumers actively involved in research' for further guidance.
Adequate notice should be given for meetings and responses to questionnaires. Events and meetings should not start too early or finish too late in the day. Meetings should not last too long, and should allow for regular breaks.
Participants should always receive clear information about the purpose of, and background to, the consultation exercise. Information should be provided in formats appropriate to the needs of all participants. This may include versions in large print or braille, audiotapes, or information in different languages. Participants often have their own 'agendas', and may have specific needs for information or support. It is important to agree in advance how these should be addressed, with any appropriate referral routes. Feedback is vital if further participation is expected in the future. Protecting confidentiality is equally important; providing details of participant to third parties may, therefore, not be possible. An approved executive summary should be circulated to participants and formal feedback events should be arranged as necessary.
A confidentiality policy should state that:
In exceptional circumstances, it may be necessary to break confidentiality e.g. when there is serious concern over the safety or property of any individual.