This is how I feel about it!

Appropriate service starts with a conversation between the service-user and mentor.  What do service-users find important regarding their quality of life? What do they experience as pleasant and where should there be improvements in care and service?

‘This is how I feel about it!’ is an approach that collects all these experiences and gives them meaning. ‘This is how I feel about it!’ is developed by and for care professionals who have the ambition to research the quality of care with the service-user and to develop this in order to contribute to appropriate care and service.

Together in conversation, the service-user speaks.

The fundamental idea of ‘This is how I feel about it!’ is that the conversation between service-user and/or someone related, is offered by someone who the service-user knows well, and often this is his or her own mentor. The mentor supports the conversation with the help of exploratory dialogue: the service-user says what is important to him or her and how care and service come together.

There are 10 main themes in the exploratory dialogue, such as ‘Body’, ‘Participation’ and ‘Family’.  There are no set questions or mandatory checklists per theme, but just an open dialogue about the themes.  The mentor listens and can ask questions and holds back on his own opinion. Furthermore, three questions are asked: a grade per theme, if change on this topic is desired and the service-user is asked to prioritize the themes.   The gathered information of these conversations is input for the yearly evaluation of the care plan.

The manner, in which the conversation takes place, depends on the preference and the possibilities of the service-user. ‘This is how I feel about it!’ is in different variations that depend on:

  • I am speaking in talking to the service-user, is meant for service-users who are able to express themselves verbally.
  • I see and am speaking in talking to others related.  The experience of others is a valuable (additional) source of information.
  • I show in talking with others involved and service-users who mainly communicate non-verbally (with the aid of film fragments).

Doing and learning together

It is essential that the mentors have the right tools for the approach ‘This is how I feel about it!’. The mentors assist the service-user and/others related with the exploratory dialogue and organize the information on the basis of 10 themes and register the results on the dialogue list, as such that the service-user and/or others involved can recognize themselves. The mentors are trained to become professional in these skills, so the service-user can explore his or her experience in the exploratory dialogue. The Platform ‘This is how I feel about it!’, provides these tools.

Useful for all those involved

Various themes are discussed in ‘This is how I feel about it!’, the service-user determines the focus. It provides the service-user room to discuss how he or she experiences the care that is offered. Additionally, the service-user examines his or her own wishes and desires during the conversation. There is attention for what he or she wishes to share.

This cuts two ways for employees. The quality of the conversation with the service-user improves because of focused education, and attention for the method increases the quality of the conversation. Service-users and employees often discover preferences and needs of the service-user that they both were not aware of before. The employee becomes more aware of his or hers own actions, and that again transfers to the service-user.

‘This is how I feel about it!’ provides insight that comes from service-users regarding care and service. It delivers qualitative and quantitative information to various levels in the organization. This information can be used for the year planning for example, and can be a motivator for reflection and contribute to development planning within the organization. Additionally, external stakeholders can distill responsibility information.

Do what works

‘This is how I feel about it!’ helps employees (and organizations) to contemplate the question whether they are performing adequately, and especially if they are doing right by their service-users.  Application of this method delivers focus to the setting where quality really counts: the contact between service-user and employee. Employees can make changes right away on an individual level if a service-user so desires. Furthermore, the (anonymous) information derived from the conversations with service-users and others are suitable for external justification. When the procedure is used in the entire organization, there is an environment where continual learning and development takes place.

More information: info@ditvindikervan.com or 00 31 653182533

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