No changes about me without me

Healthwatch Cornwall undertook a review of processes and practice surrounding the planning and consultation of ASC policies. This would include the experience of service users and carers together with their preferences for involvement.  They heard from 379 people.

Findings from the public

Communication methods used by the council weren't often suitable for the public

There was a clear desire by the public to be engaged with and consulted on ASC policy change. Nearly nine out of ten people wanted to take part in future consultations.

For those who had taken part in an ASC policy consultation, their experiences were mixed, and were: poor or very poor for 41% of people, satisfactory for 26% of people, and good or very good for 33% of people.

Public trust and confidence in the council’s approach to effective consultation needed to improve. There was a lack of belief that processes were transparent. Service users felt ill informed about the process, and timescales for responding were not fair or reasonable.

Findings from staff

Successful public consultation involved starting early, processes and practice were aligned to the council's consultation standards, staff had the right training and tools to do the job and there was support, leadership and accountability in place.

There was a culture that valued co-production which meant more time and value was placed on the process of developing policy changes with those most likely to be affected by them.

Barriers to effective public consultation involved tight timescales and poor communications, unclear leadership, limited resources and training and poor processes, support and governance.