ABSTRACT
Involving service users in planning and developing services can also lead to the creation of more innovative and responsive services, the development of more favourable views of service users by staff, and a willingness by organisations to be more transparent. People with learning disabilities and their carers were seen as ‘experts’ in understanding the experiences of health care from a patient’s perspective. Listening to people who use health and social care services has been on the policy agenda for many years now, but it emerged as a distinct priority in care services in the 1970s. The chapter shows that, while the notion of a ladder of participation can be helpful in asking whether service user involvement is tollenistic, conceptualising participation as a mosaic may be a more helpful way of thinking about participation in everyday practice. When conducted sensitively and robustly, research suggests that involving people who use services can have a beneficial impact on individuals, practitioners and services.
