START HERE

We begin the programme with a detailed brief from the client about the services we are going to evaluate, what are the standards and targets, what are the expectations, how is it supposed to work, and what sort of reports and feedback the client wants.

ENGAGEMENT

PVIP evaluators are normally recruited within service. They are trained and supported to act as Mystery Shoppers to evaluate the service they receive.

During the recruitment and training process our community researcher will explore their experiences of using the service, producing a route map through the service.

At the end of the programme Mystery Shoppers are often motivated to become further involved in the development of services.

EVALUATION

PVIP will design a structured evaluation based on the brief and the service user route map. Using a Mystery Shopping approach this will usually include the following elements of a clinic visit:

Finding information about the clinic (location, opening times, appointment system) from either local publicity, websites or telephoning the service Finding the service First impressions and welcome Reception and registration Waiting times and environments The clinical consultation Results and follow up Additional questions can be added as required e.g. to evaluate the implementation of a particular protocol and we would expect to discuss this with you as part of the project start-up.

PVIP uses powerful analytical software, configured for each evaluation and improvement programme. Evaluators input their research into the database online, which provides a powerful platform for the analysis and reporting of the findings.

Evaluation generates a mass of quantitative and qualitative data which we then 'crunch' through our analytical database to provide quantitative and measurable markers of successful service delivery.

The result is a detailed view of what is happening locally; are standards being adhered to, does the service reach all of its target groups, what improvements and efficiencies might be made.

IMPROVEMENT

PVIP gives decision makers a detailed view of what is happening on the ground and understand whether service delivery is in sync with strategic objectives.

PVIP reports are the focus for meetings with commissioners, service providers and evaluators at the end of the programme. You will learn what is really good about the service as well as what is not working well and what improvements could be made.

The information helps service providers shape and monitor their improvement plans. For those providing the service it is a useful tool for staff development as they have a rare opportunity to hear the negative and positive aspects of their users experiences.

START AGAIN

We see PVIP as part of a continuous improvement approach; it has been hugely effective when programmes are repeated over a period of time.