Authority’, augmented by a suggestion that a connection between the personal internalisation of a condition is often closely connected to a sense that recognition and understanding within the authorities charged with providing assistance and care can bridge the gaps that are otherwise considered remote and misunderstood: Respondent: Having a diagnosis of a personality disorder instantly made me feel like my very being was flawed and I was a terrible person. It's a horrible diagnosis name, but what I had to keep reminding myself was that, like everyone, I had areas of my personality that were positives, and areas that, like everyone, I needed to work on. […] Someone with a personality disorder is lacking skills, not having over enhanced skills like manipulation. People who have those problems have only developed ways to get their needs met, that's all, but due to life challenges, those needs have had to be met in a different way from other people 3.4. Continuity On the subject of continuity of care coordinator and update of Care Plans service users report frequent changes of care coordinator and that in some cases (in supported housing) care plans have not been updated for 2-3 years. 3.5. Communicating Complaints Concern has been raised on the subject of the handling of complaints. While the Trust formally operates the officially required complaints processes, these seem formal and defensive to service users who would like a more flexible and genuine approach from the Trust aimed at quickly getting to the root of issues raised. Service users also expect their verbal complaints to be captured and acted upon which does not always seem to be the case at present. 3.6. The new Trust Service Strategy The consultation process on the new Trust Service Strategy, carried out by a series of Pathway Workshops for service users and carers beginning in late May 2013, suggested that while an improvement on the very poor engagement of service users prior to this date had been noted, it still did not succeed in giving service users the detail they need to understand how, or whether, their service is changing. Professionals in other organisations (including housing providers) have also professed themselves less than clear about the implications of the changes.
Authority’, augmented by a suggestion that a connection between the personal internalisation of a condition is often closely connected to a sense that recognition and understanding within the authorities charged with providing assistance and care can bridge the gaps that are otherwise considered remote and misunderstood: Respondent: Having a diagnosis of a personality disorder instantly made me feel like my very being was flawed and I was a terrible person. It's a horrible diagnosis name, but what I had to keep reminding myself was that, like everyone, I had areas of my personality that were positives, and areas that, like everyone, I needed to work on. […] Someone with a personality disorder is lacking skills, not having over enhanced skills like manipulation. People who have those problems have only developed ways to get their needs met, that's all, but due to life challenges, those needs have had to be met in a different way from other people 3.4. Continuity On the subject of continuity of care coordinator and update of Care Plans service users report frequent changes of care coordinator and that in some cases (in supported housing) care plans have not been updated for 2-3 years. 3.5. Communicating Complaints Concern has been raised on the subject of the handling of complaints. While the Trust formally operates the officially required complaints processes, these seem formal and defensive to service users who would like a more flexible and genuine approach from the Trust aimed at quickly getting to the root of issues raised. Service users also expect their verbal complaints to be captured and acted upon which does not always seem to be the case at present. 3.6. The new Trust Service Strategy The consultation process on the new Trust Service Strategy, carried out by a series of Pathway Workshops for service users and carers beginning in late May 2013, suggested that while an improvement on the very poor engagement of service users prior to this date had been noted, it still did not succeed in giving service users the detail they need to understand how, or whether, their service is changing. Professionals in other organisations (including housing providers) have also professed themselves less than clear about the implications of the changes.