substance misuse treatment framework information and ... · substance misuse treatment framework:...
Post on 21-May-2020
7 Views
Preview:
TRANSCRIPT
Substance Misuse Treatment Framework Information and Advisory Services
Substance Misuse Treatm
ent Fram
ework
Information and A
dvisory Services
�
Contents
1 Definition
2 Overview
3 Context
4 Background4.� ServiceUserandServiceUserNeed4.2 ExistingNeeds4.3 RelevantResearch4.4 Summary
5 ServiceOutcomes
6 Methodology
7 SpecialRequirements7.� YoungPeople7.2 MinorityandFaithGroups7.3 RuralGroups7.4 PhysicalDisability7.5 VisualImpairment7.6 HearingImpairment7.7 CognitiveDisabilities
8 ServiceSpecifications
9 Workingwithnon-SpecialistServices
10 Accessibility
11 StandardsandMonitoring��.2a ServiceandCommissioningStandards��.2b StaffingStandards
12 Management,AdministrationandCommissioningStandards
13 FutureDevelopments
Bibliography
2
3
SubstanceMisuseTreatmentFramework:InformationandAdvisoryServices
1. DefiningInformationandAdvisoryServicesInformationandAdvisoryservicesdealwiththeprovisionofassistanceandguidanceinrelationtoidentifyingrelevantservicesthatmatchindividualneedandfacilitatinginitialaccesstotheseservices.Objectiveinformationcanbeprovidedinthecontextofenlighteningpeopleabouttheassistance,treatment,preventionandinterventionoptionsthatmaybeavailabletothem,whilstadvisoryservicesarethosewhichhelppeopletomakecontactortointeractwithtreatmentservices.Informationandadviceservicesarenotexpectedtodeliverspecialisttreatmentinterventionsbutsignpostindividualstothoseservicesthatcandoso.
2. Overview2.1 Thedeliveryofinformationandadviceservicestopeoplewithasubstancemisuseproblem,theirfamilyand/orcarerscanplayahighlysignificantroleinaidingtheresolutionofbothdirectsubstancemisuseissuesbutalsothesurroundinganxietiesoflife,suchasfinancialorlegaldifficulties.Throughsupportingandsignpostingaccesstotheseancillaryservicestheycanhaveamajorimpactinreadyingpeopletotacklethesubstancemisuseproblemitself.Informationandadviceservicesareoftenakeyentrypointtotreatmentservicesand,thus,areveryimportant.
2.2 WithintheAllWalesStrategy(TacklingSubstanceMisuseinWales:apartnershipapproach)thereareanumberofcommitments.Theprovisionofinformationandadviceisseenasakeypreventionmechanismwhichcanalsobedeliveredthrougheducationprogrammes.Itisalsoseenasakeyaspectofsupportingfamilies,promotingsaferbehaviourandasakeyaspectofsupportingeffectiveinterventions.Thus,thereareanumberofkeytaskswhichrelatetothedeliveryofinformationandadviceinawholerangeofsettingsandbydifferingapproaches.
2.3 Amongsttheissuesthatpeopleneedinformationandadviceonare:
factsandinformationregardingsubstancemisuseandtreatmentoptions;
guidanceandassistanceinaccessingspecialistsubstancemisuseservices;
housingadviceandservices;
financialadviceincludingbenefitsadvice;
employmentandtraining;
•
•
•
•
•
This module primarily focuses on the provision of information and advice services in the context of adult services. Mention is made in some places to children and young persons services in regard of adults seeking information and advice in respect of younger people. However, for greater detail on the appropriate services for these groups, reference should be made to the appropriate Children and Young Persons Framework.
4
accesstorelationshipcounsellingandsupport;
childcareadviceandservices;
sexualhealth;
mentalhealth;
disability;
legaladvice;
youngpeoplesservices;
needleexchangeandsubstituteprescribing.
2.4 Consequently,informationandadviceservicesarenotrestrictedtothoseprovidedbyspecialistsubstancemisuseservices.Thereareawholerangeofotherservices(specialistsintheirownfields)thatwillbeusefulforpeopletoaccess.Thisalsomeansthatthereisawiderangeofservicestructuresanddeliverymethodologiesappliedtodeliveringtheseservices.Acrucialaspectofthesuccessfuldeliveryoftheseserviceswillbecommunication,cooperationandinformationsharingbetweenalltheagenciesinvolved.
2.5 Afurtherkeyaspectisthatthedeliveryofinformationandadvicetoindividualsisnotonlythedomainofspecialistinformationandadvisoryservices.AtallstagesoftreatmentandacrosstheentireSubstanceMisuseTreatmentFramework(SMTF),servicesshouldeitherprovideorenableaccesstorelevantinformationandadvicefortheirserviceclientsacrossawiderangeofissues.Thisreflectstheneedforanholisticapproachtotreatmentwhichseekstoassistserviceclientsinallrelevantaspectsoftheirlifewhichmay,ifnotdealtwith,inhibitthesuccessofatreatmentintervention.
3. Context3.1 Alongwiththecommunityasawhole,thereareanumberofkeygroupstowhichinformationandadviceshouldbeavailable:
peoplewithasubstancemisuseproblem;
families/carersofyoungpeoplewhoareinvolvedinsubstancemisuse;
substancemisuseworkers;
otherworkerswhomayneedtodealwiththesubstancemisuseissues,eg:teachers;socialworkers;criminaljusticeworkers;healthworkers(physicalandmental);youngpeople’sworkers;
communityactiongroups.
3.2 However,theabilityofinformationandadviceservicestosupportpeoplewithasubstancemisuseproblemispartlydictatedbytheavailabilityofotherspecialistandnon-specialistservices.
•
•
•
•
•
•
•
•
•
•
•
•-----
•
5
4. BackgroundInformationThissectionfirstlyconsiderstheissueofserviceuserneedandtheimpactofsuchfactorsontheadvisoryserviceandthen,secondly,itconsiderscurrentexamplesofadvisoryserviceprovision.
4.1 InformationandAdvice:ServiceUsersandServiceUserNeed
4.1.1 Anumberofadvisoryservicescurrentlyexistthatdealwithbothsubstancemisuseandnon-substancemisuseissues.Mostcouncilsofferadvisoryservicestofacilitatetheprovisionofinformationregardingservicessuchashousingandfinancialbenefits.Manysubstancemisuseclientsmayatsomepointrequireaccesstotheseservices.Themechanismsandmethodsofdeliveryutilisedbythesenon-specialistcanbeincorporatedandappliedintothespecialistsubstancemisusefield.Itiscrucial,asoutlinedintheLondonDrugLineevaluation,thatservicesaresufficientlypromotedinordertoraiseclientawareness.
4.1.2 Serviceusershavewideandvariedneedsandthismustberecognisedwhenprovidinginformationandadvisoryservices.Someserviceuserswillrequiremorespecialistadviceandsoinformationandadviceservicesmustensurethattheseserviceusersarereferredontoappropriateservices.
4.1.3 Staffofinformationandadviceservicesneedtoensurethatserviceusersareawareofwhattheserviceisabletooffer:
somewillonlyofferadvice,
othermaybeabletoofferinterventionaswellasadvice
someservicesmaybeabletoactasfacilitatorstoassistpeopleinmakingcontactwiththerelevantfurtherservices.
someservicesmaybeabletoofferalloftheabove.
4.1.4 Thisneedstobecleartotheserviceuserandmadeclearattheearliestopportunitywhentalkingtoaclient.
4.1.5 IntheHomeOfficereport,“Understanding problem drug use among young people accessing drug services: a multivariate approach using statistical modelling techniques”,theissueofdefiningthelimitsofinformationandadvisoryservicesisdiscussed.Whenundertakingtheresearchitwasobviousthattherewasaneedtobeveryclearaboutwhattheroleofthestaffwas.Whereconfusionaroseitwasimportantthatstaffshould:
“listen,berespectful,andmaketheirpositionclearattheearliestopportunity.Whenparentscontinuedtodigress,theresearchersexplainedthattheyweredistinctfromthedrugsservicestaffagain.Itwasalsoimportanttoemphasistoparentshowimportanttheirviewswereandtoencouragethemtorepeattheirconcernstotheappropriateworker.”
Suchanapproachcanbeemployedintheadvisoryservicesinclarifyingtheboundariesofwhattheservicecanandcannotdo.
•
•
•
•
6
4.1.6 TheNationalTreatmentAgency(NTA)inEngland(ModelsofCareforthetreatmentofdrugmisusers)setstheboundariesforinformationandadviceservicesasproviding:
“…appropriateandprofessionaladviceandup-to-dateinformationonallaspectsofdrugandalcoholmisuse.”
4.1.7 Thistoinclude:
“informationandadvicearoundchangingtheirlifestyles,minimisingthecomplicationsassociatedwithsubstancemisuse,andaccessingresourceswithinthecommunity.”
4.1.8 Insomecasespeoplewillbeunsureastowhatservicestheyrequire.Intheseinstancesadvisoryservicesneedtobeabletoprovideenoughguidanceandhelpforthepersontomakeanaccurateandeducateddecision.Thiswillrequiretheinformationandadviceservicetobeabletoassesswhattheindividual’sneedsareandstaffwillneedtobeappropriatelyskilled.
4.1.9 Whatisclearisthatinformationandadviceservicesareakeyfirststagetotheintroductionofpeopletothenecessaryinterventionservices.Theydonotprovideinterventionsthemselvesexceptinassistingindividualsingainingappropriateinformationandmakingappropriatecontacts.
4.1.10 Informationandadviceservicesalsoneedtobeabletooperateanddealwithanumberofgroupissuessuchasfaithorlanguage.Oneofthekeyareasofserviceuserneedthatmustbetakenintoaccountareissuessuchaslanguage(Inthe200�census2�%ofpeoplesaidtheycouldreadWelsh,and20%canwriteWelsh)ortheneedsofethnic/faithcommunities.Inthe200�censusthemajorityofthosefromanon-whiteethnicbackgroundwerelocatedmainlyinCardiff,NewportandSwansea,theoverallpercentageoftheseinrelationtotheoverallpopulationwas2.�2%,withWhiteBritish/Irishrecordedasbeing97.88%.Withregardstospecificreligiousbackgroundthecensusdetailsthat72%ofpopulationareChristianwhilstlessthan�%Muslim,withregardtootherreligiousminoritiesthereislittleornodatareadilyavailable.(Statistics:NSO)
4.1.11 Thisemphasisestheneedforeffective,integratedpartnershipworkingnotonlywithinthesubstancemisusesectorbutalsowithalltypesofcommunitygroupsandorganisations.Thiswillincludefaithandculturalgroupswhowillbewellpositionedtodeliverinformationtomanypartsofthecommunity.Itisimportanttomakefulluseoffacilities,fundingandcontactsthatthesegroupsinthecommunitymayhaveinordertodeliverinformationonsubstancemisuseaswidelyandeffectivelyaspossible.
4.1.12 WhenlookingattheprovisionofadvisoryserviceswithinWalesitisworthbearinginmindtheruralityofcertainpartsofWales,inparticularonthebasisofnationalstatistics,DyfedPowysandNorthWales.Aneffectiveadvisoryserviceneedstoovercomesuchissuesensuringthatallclientsandnotjustthosefromanurbansettingareinformed.Thedeliveryofruralservicescreatesparticularproblemsinensuringreasonableaccesstoservices.Thusthedesignofservicesmaydifferbetweenurbanandruralareas.
7
4.2 InformationandAdvisoryServices:ExistingMechanisms
4.2.1 Awidevarietyofmechanismsareusedbyinformationandadvisoryservicestoprovideinformation.Theserangefromtheuseofleaflets/pamphletstointernetbasedservices.
4.2.2 ProductslikethecomprehensiveDIPdirectoriesappearmostusefulastheypresentawideenoughrangeofservicesandinformationforclientstobeabletomakeaninformeddecisiononwhatnextstepstotake.Theexacteffectivenessofsuchpiecesofworkintermsofinformingclientsisyettobeeffectivelymeasured.SystemsofbenchmarkingandappraisalareusedandinplacebysomeadvisoryservicesinEngland.InparticularorganisationsandserviceslikeFRANKandtheSamaritanshaveanactivereviewprocesswheretheperformanceandeffectivenessoftheserviceisassessed.ThiswillbeanimportantaspectofthenationalhelplineinWales,DAN.Theimportanceofsuchanappraisalandreviewiscriticalespeciallyinpilotschemesandassessingareasofneed.Anotherkeyareaforregularreviewisensuringthatparticularclientneedsarebeingmet.
4.2.3 Morerecentlytherehasbeenanincreasinguseofinternetservicestoprovideadviceandinformation.Forexample,Samaritans,whichisperhapsbetterknownforits24-hourhelplineandofficeservice,hasdevelopedanonlinesystem.Whilsttheorganisationprimarilyprovidescounsellingitcanprovideserviceuserswithpracticaladviceandinformationonotherservicesthatcanhelpthemoutwithawholerangeoflifedifficulties.Theconfidentialityandeaseofaccessnodoubthelptomakethisavaluableservicetomanypeople.
4.2.4 Withinthesubstancemisusefieldanumberofadvisoryserviceshavegrownuptodealwiththeissue,suchasFRANK,theonlineandtelephoneinformationandadviceserviceinEngland,andinWales,DAN(itistooearlytoevaluatetheimpactofDAN).Theanti-drugFRANKcampaign,launchedin2003aspartofagovernmentinitiative,makesfulluseoftheinternet.Thisiscoupledwithapublicrelationscampaigninvolvingtelevisedadverts,localcampaignsandatelephoneservice.WhilstFRANKhasanactiveinterventionrole,itisalsoakeyserviceinbeingabletoprovideeasyaccesstocurrentadviceandsignpostingtootherservices.Astheystateintheannualreview:
“AtnationallevelFRANKwouldbuildmassrecognitionandbecomeatrustedsourceofdruginformationandadvice.”
Withinthefirstinitial�2monthsofthecampaigncommencementthewebsitereceived�.5millionvisitsandreceivedover30,000emails.Itappearstobeamodelwhichmeetstheneedsofprospectiveclients.TheScottishExecutivehasestablishedawebsite(KnowtheScore)whichworksalongsideafreeinformationlinewhichprovidesaccesstoinformation,adviceandliterature.
4.2.5 TheCitizensAdviceBureau(CAB)servicemaintainsalongsideitsofficesanonlineserviceatwww.adviceguide.co.uk,whichcanprovidepeoplewithadviceonlegal,monetaryandotherissues.TheCABsiteoffersadvicesheetsinanumberoflanguageshelpingtoovercomeanypotentiallanguagebarriers.ThewebsitehasaservicethathelpstolocatethenearestCABofficeandtelephoneadviceisavailablefromeveryCAB,whichcanbeaccessedthroughlocaldirectories.Aspartoftheircoregeneralistandholisticservice,eachCABmustprovidehighquality
8
signpostingandreferralservicestoclientsasanintegralpartoftheprovisionofinformationandadviceservicestothecommunity.
AstheCitizensAdviceservice’corporatewebsite,www.citizensadvice.org.ukstates:
“MeetingtheinformationandadviceneedsofasmanypeopleaspossibleisamajoraspirationfortheCitizensAdviceservice.In2005/06,CitizensAdvicespent£�,695,000onproducingaccurateinformationforbureauxtousetoadviseclientsandforthepublictoaccessdirectly.”
TheCitizensAdviceBureaualsothisyearsawan83%increaseinthoseaccessingitsonlineserviceandwonanationalawardforitsonlinework.
4.2.6 TheAllWalesSchoolsCoreProgrammeseekstoprovideeducation,adviceandinformationtoyoungpeopleandchildrenbetweentheagesof5-�6.Theserviceoffersaprogrammeofeducationfocussedonsubstancemisuse.Itisworthconsideringheretheroleofeducationasaformofpreventativeadvisoryservice,inthatitprovidespeoplewithinformationbeforetheybecomesubstancemisusers.Intheaspectthatitseekstoprovideyoungpeoplewithsufficientknowledgeaboutsubstancemisuseissues,theroleofeducationservicesindeliveringinformationandadviceshouldnotbedisregarded.
4.2.7 Aswellastheuseofinformationandadviceinaneducationalorpresentationformat,informationandadviceshouldalsobeprovidedwithintheworkplace.Withintheworkplacetheroleoftheemployershouldbeconsideredintermsofpromotingadviceandinformationservices,oftenthiscouldbedonethroughaHealthandSafetycontext.Employmentservicestoocanplayaroleintheprovisionofadviceandinformation.ProgresstoWorkprovidesaservicethataimstohelpunemployedindividualswithahistoryofproblematicdrugabusebackintoemployment.Itprovidessupportwithregardtotraining,educationandemployment.ItshouldbenotedthoughthataswiththeAllWalesCoreProgrammethisisnotexclusivelyanadvisoryservice,ratheritisfirstlyaservicethatseekstoresolvetheissues,andtheadvisoryelementisaby-productofthis.However,theserviceseeksapersoncentredapproachandtheserviceisdeliveredatthemostconvenientlocationfortheserviceusertomaximisetakeup.Thisisakeylessoninstructuringinformationandadvisoryservices.
4.2.8 Thesecrossoverservicesthatprovideinformationandadviceaspartoftheirrolehighlightstheneedforacleardefinitionoftheroleofinformationandadvisoryservicesinordertoensureaneffective,focussedserviceprovisionwhichensuresthatstaffarenotprovidinginterventionsinareasinwhichtheyarenotqualified.JobCentrePlusoffersnotonlyafacetofaceservicewhereclientscantalkaboutwhatservicesareavailableorwhichpeopletocontact.Acomputerisedserviceisalsoavailableallowingserviceuserstoquicklycallupinformationonemploymentissuesandvacancies.TheCitizensAdviceBureauhasrecentlyinstalledasimilarsystemofelectronickiosksthathavehelpedincuttingdownwaitingtimesandempoweredserviceusersastheycanindependentlyfindtheinformationtheyneed.
9
4.2.9 NHSDirectisanonlineservicewhichaimstoprovidepatientswithawidevarietyofinformationontheNHS,illnessandadviceoncoping.Anumberofusefulfeaturesareavailablesuchasaself-helpguide,amedicalencyclopaediaandasearchenginetolocatethenearestG.P.Oneofthekeybenefitsofthissiteisthatitprovidesserviceuserswithenoughinformationtomakeaninformeddecisionaboutwhattheyneedwithouthavingtoseeamedicalprofessional.Inturnthisfreesupthemedicalprofessionalsfromhavingtoseepatientswithminorcasesorwhomaynotneedfurthertreatment.NHSDirectisfurtherbackedupbyatelephoneservicegivingusersanopportunitytotalktosomeoneaboutissues.Suchanintegratedapproachappearstobefairlycommonintheprovisionofnationaladvisoryservices.Thisisamodelthatcommissionersmaywishtoconsiderbyutilisingnationalhelplinesalongsidelocalcontactandaccesspoints.
4.2.10 Leaflets,pamphletsandposterstendtoremainthemostcommonlyusedformofadvisoryservice.ServicesrangingfromtheNHS,PrismandCwyslltCeredigioneffectivelyuseleaflets.Thetypeofleafletcanrangefromcatchallleaflets,whichjustdescribestheservice,itsaimsandgoals,tomorespecialistaspectsofserviceorproblems.Aswiththeonlineandtelephoneapproachthereareanumberofbenefitsanddrawbackstotheapproach.Thechiefproblembeingtoensurethatpeoplearereceivingtheleafletsparticularlywithinaruralsetting.OftenleafletsaredistributedfromacentralpointegG.Psurgeryorfromtheservice’soffice.Anotherissuewithleafletsistheneedtokeepthemupdatedandrelevant.Thiscanbecostlyandthesedonotalwaysreachthetargetaudience.
4.3 InformationandAdvisoryServices:RelevantResearch
4.3.1 ItisreportedbytheNationalTreatmentAgencyinEngland,thatsomecategoriesofsubstancemisusers,suchasstimulantusers,viewaccesstoinformationasavitalaspectofservicedelivery(Farrelletal.1998).ResearchonHepatitisCamongstdrugusers(Hepatitis C - guidance for those working with drug users, Department of Health)showsthatmostpeople:
“…wanttomakeinformedchoicesabouttheirtreatmentandneedaccesstoup-to-dateinformationinordertodothis.”
Thisresearchalsoshowsthateffectiveinformationandadvicecanhaveagoodimpactonalteringsubstancemisusebehaviour.Italsoshowsthatitcansupportadecreaseintheproblemsassociatedwithsaferinjectingandsafersex.Theimportanceoftheadvicebeingcurrentandstaffbeingappropriatelytrainedinordertodeliveraneffectiveserviceisalsoshowninthisandanumberofotherpublications.Adviceonalcoholissueshasbeenshowntoreduceconsumption(Wallace et al.1988).
4.3.2 AstudybytheBordersDrugandAlcoholActionTeam(ChildrenAffectedbySubstanceMisuseintheFamily)foundthatinformationandadvicewastheservicemostfrequentlydeliveredtobothyoungpeopleandadults.
4.3.3 AliteraturereviewbytheEffectiveInterventionsUnit(SupportfortheFamiliesofDrugUsers:Areviewoftheliterature)supportstheneedforpeopletohaveappropriateinformationandadviceinaccessingfinancialsupportaspartofanoverallapproach.Italsosupportstheroleofinformationandadviceinthepreventionofsubstancemisuse.ThislinksbacktotheactivitiesoftheAllWalesCoreProject.
�0
4.3.4 Whilstakeyaspectoftheseservicesistoassistpeopleinhavingalevelofknowledgethatincreasestheirunderstandingandabilitytodealwiththeirissues,theScottishDrugMisuseDatabase2004/05,reportedthattheperson’ssituationwhenseekingadvicecanhaveaprofoundeffectontheabilityofthatinformationandadvicetoimpactonenablingsuccessfulchange.Thusitisnotalwaysabouttheserviceanditseffectivenessbutalsoabouttheindividualswillingnesstoengagewithchange.
4.3.5 AstudybytheNationalTreatmentAgency(Marsdenetal2003)showedthattheprovisionofgoodinformationcanhaveasignificantimpactonthebehaviourofstimulantusers.Thiswasshowninsomeinstancestobelesseffectivethanamoreproactiveintervention(motivationalinterviewing)insomecasesbutnonethelessworkedwellandwaseffectiveinreducingoffendingbehaviourandimprovinghealth.
4.4 InformationandAdvisoryServices:Summary
4.4.1 Theprimarywaysofprovidinginformationandadvisoryservicescanbesummarisedasbeing:
fixedofficewithstaffandleaflets;
fixedofficeasabovewithadditionalcomputerisedinformation;
distributionofleaflets,postersandcontactdetailsthroughasmanyappropriateoutletsaspossible(theseshouldbeaswidelyavailablethroughtheeverydaylocationsinthecommunityaspossible);
internetservice;
telephone;
travellingservice;
texttomobile;
television/radioadvice;
educationandpresentations.
4.4.2 Itappearsunlikelythataservicesolelydedicatedtotheprovisionofinformationandadvicewouldexistinthespecialistsubstancemisusesector.Theseinformationandadviceserviceswillmostusuallybepartofanoverallsubstancemisuseservicedeliveryforbothpracticalandeconomicreasons.Therefore,considerationwillneedtobegiventotheprofile,standardsandfundingoftheseservicesratherthanthembeinganincidentalbyproductoftheexistenceofinterventionservices.
•
•
•
•
•
•
•
•
•
��
5 ServiceOutcomes5.1 Thefollowingaretheexpectedoutcomesforinformationandadviceservicedelivery(whetherbyaspecialistinformationandadviceagencyoranotherspecialistsubstancemisuseservice):
thattheserviceiseasilyaccessibletoallpotentialserviceuser’swithparticularrespecttoruralandurbanissues;
thataccesstoanddeliveryoftheserviceisdoneinsuchawaytoreducetheriskofanystigmatisationoccurring(thisisimportantinhelpingindividualstoovercomeanyreluctanceinaccessingservices);
thatinformationandadviceispresentedinaveryclearandaccessiblemannerintheappropriateformatandlanguage;
thatservicedeliveryandinformationisjargonfree;
thattheinformationandadvicegivenmeetstheneedsoftheserviceuser;
thattheinformationandadvicegivenenablespeopletoaccessappropriateservicestomeettheirholisticneeds.
6 MethodologyInformationandadviceservicescanbedeliveredinanumberofdifferentwaysasdetailedabove.Thecurrentknownoptionsfromthebackgroundresearcharesetoutbelowwithasummaryofadvantagesanddisadvantagestoenableplannersandcommissionerstomaketheirownjudgementregardingappropriateservicedesignfortheircircumstances.
ServiceStyle Advantages Disadvantages
fixedofficewithstaffandleaflets
Provisionofstaffonsitecanbeusefulinthatserviceuserscandiscussthematerialavailablewithamemberofstafftoensuretheyaregettingalltheinformationtheyneed
Areathattheofficecancoverisconfinedtoageographicallocation
Alsosomeserviceusersmayhaveaccessissuesinrespectoftravel,inparticularthoselivinginruralareas
◊
◊
fixedofficeasabovebutalsocomputerisedinformation
Thisenablespeopletofollowalineofenquiryattheirownpaceandmeansitis,theoretically,easiertokeepinformationupdated
Somepeoplemaynotbecomputerproficient
Againtheissuesofaccesscouldbeaproblem
Thetechnologycanbeexpensivetoinstall,set-upandmaintain
◊
◊
◊
leafletsavailableinmanycontactpoints
Muchwiderdistributionthenhavingleafletsinonespecificplace.Possiblevenuesincludehealthcentres,A+E,custodysuites,supermarkets,libraries,councilandhealthoffices,etc
Ensuringthatthetargetedclientgroupareabletoreceiveleaflets
Needtoensurethatinformationisaccurate.Thiscanbetimeandresourceconsuming
Therearethepotentialexpensesinhavingtoproducenewuptodateleafletsandensuringdistribution
◊
◊
◊
•
•
•
•
•
•
�2
ServiceStyle Advantages Disadvantages
internetservice
OffersneutralandconfidentialservicethatserviceuserscanfreelyaccesswithouthavingtogiveoutpersonalinformationandincompleteprivacyWebsitesingeneralarecheaptomaintainoncesetup,easiertoupdateandmaintaininformationtherefore,greaterrelevance
Noteveryonehasaccesstothenet,noriseveryonecomputerproficient
Canbeaproblemwithensuringthattheadviceisvalidandnotonlyinsupportofoneparticularapproach
Ensuringtheageappropriatenessofmaterialacrossthepossiblespectrumofserviceusers
◊
◊
◊
telephone Inrelationtoserviceusersconfidentialityoffersacompleteneutralandunbiasedservice
Needforstaffwhoareabletodealwithspecialistneeds.
Issueofwhattimetoruntheserviceeg24hoursorduringpeaktimes
resolvingtheissueofcallcharges-shouldthenumberbefreephoneornot?
◊
◊
◊
travellingservice
Wouldofferafacetofacecontactpointinwhichtheissuescanbediscussedandappropriateservicesoffered.Thiswouldbeparticularlyappropriateforserviceusersinruralareas
Costofsuchaservice,intermsofinitialsetupcostandthenmaintenancecosts
◊
textstoandfrommobiles
Presentsarelativelycosteffectivewayofreachingandprovidingserviceuserswithinformation
Requiresserviceuserstosubmitinformationwhichsomemaynotwanttoduetoconfidentialityegtelephonenumber
◊
television/radioadvice
Muchthesamewayastheinternet,thispresentsawaytogiveserviceusersadviceonthetopic,andalsoafollow-upnumberorwebsite
Costofsuchacampaignoftenlimitsittothesphereofnationalgovernmentfundedinitiatives
◊
combinedservice
ThisisthemodelseeninEnglandandScotlandwhereawebsiterunsalongsideahelpline.Thisoffersanumberofdifferententrylevelsandarangeofapproachesthatshouldsuitall.Itensuresanintegrated,consistentandobjectiveapproach
Theremaybeissuesinlinkingtheinformationtolocalresourcesandservices.Itisalsodifficulttoprovideinformationonthewraparoundservicesthoughthesecanbesignpostedordealtwithonthehelpline
◊
�3
ServiceStyle Advantages Disadvantages
educationandpresentations
SuchamodelexistsintheAllWalesCoreSchoolsProgramme,andhaspotentialforwiderapplication.Thismethodpresentsawaytoprovideserviceuserswithinformationonthedangersofsubstancemisuse,andalsoasawaytodealwithenquiriesandtodistributeadviceandinformationonservices
Issuesofconfidenceamdconfidentiality,someusersmaynotattendduetothis.Thepresentationalandeducationaltalkswouldneedtobepromotedasaneutraleventwheretheaimistoprovideadviceandinformationbutnottocriticise
◊
7 SpecialRequirementsLocalauthoritiesandservicesareobligatedundertheEqualityImpactAssessment(EIA)tomakesuretheydonotdiscriminateandwherepossiblethattheyactivelypromoteequality.AspartoftheEIAanassessmentofpotentialneedsshouldbecarriedout.SomeofthekeygroupsasoutlinedintheEIAwithinaninformationandadvicecontextcanbeseenas:
7.1 YoungPeople:Youngpeopleareaparticularlydifficultspecialistareaasanumberofissuescropup.Thereisfirstlytheissueofconfidentiality,youngpeoplemaynotwishtheirparentstobeinvolvedortoknow.Secondlyayoungpersonmayfeelembarrassedorafraidofthesituation.Theserviceneedstoovercomethisbyprovidinganinvitingandsecureenvironmentinwhichyoungpeoplecangettheinformationtheyneed.
7.2 MinorityandFaithGroups:Thereareanumberofculturalaspectswhichshouldbetakenintoaccountwhendesigninganddeliveringservices.Thisisparticularlyanissuewhendealingwithlanguageissues.Serviceusersthathaveparticularfaithswillneedtobedealtwithasanyotherpeople,butservicesshouldavoidhavinganycentralreligiousbiasintheirapproach.Therewillneedtobesensitivityaboutanyparticularfaithneedsorrestrictions.Languageaswellneedstobeovercomewithatleastalternativelanguageleafletsbeingavailableorinterpretersonhand.
7.3 RuralGroups:Therecanbeseriousissuesofhowpeoplecanaccesstheservice.Serviceusersinremoteruralareaswithouttheirowntransportorregularpublictransportwouldbeunabletoregularlygotoserviceofficestocollecttheinformationtheyneed.Inadditionruralcommunitiescanbecomeisolatedandadvisoryservicesneedtoreachouttothesecommunities.Rurallivingcanhaveitsownsetofstressesandtheseneedtobedealtwith(Buchan,2002andBoulangeret al �999)
7.4 PhysicalDisability:AsdefinedintheDisabilityDiscriminationAct�995(DDA),adisabilityisaphysicalormentalimpairmentthathasalong-termorsubstantialeffectonaperson’sabilitytocarryoutdaytodaytasks.Therearesome
�4
8.5millionpeopleintheUKwhohavesomeformofdisability.Examplesofphysicaldisabilitiesinclude,eyesight,hearing,mobilityandcognitive.Allofthesewillrequireparticularattentiondependingonthelocalincidence.
7.5 VisualImpairment:Thisincludespeoplewithvisionproblemsrangingfromimpairedvisiontonovision.Thisisparticularlyanissuewhenrelyingonweborleafletbasedadviceservices.LeafletsandinformationwouldneedtobeavailableinBraille,largeprintandclearlylaidout.Inrelationtowebpages,thosewithnovisioncanusescreenreaders,whilstthosewithimpairedorpoorvisioncanutilisezoomorbrowsersettings.
7.6 HearingImpairment:Aswitheyesightthiscanrangefromimpairmenttocompletedeafness.Thisisparticularlyrelevantwhendealingwithtelephonecommunicationorface-to-faceconsultation.Withregardtoface-to-faceconsultationsignlanguagecanhelptoovercomethisbarrier.Whilstintermsofphonelinestextphonescanbeusedsothatserviceuserscantypemessagesandreceivemessagesbackinsuchaformat.
7.7 CognitiveDisabilities:Thiscanincludedisabilitiessuchaslearningdisabilitiesanddyslexia.Learningdisabilitiescanrangefromsomeonewhohasalowlevelmentalimpairmenttomorecommonfactorssuchaspoorliteracyordifficultyinusingcomputers.Theuseofgraphicsandeasytounderstandwordingisoneoftheeasiestandsimplestwaystoensurethatinformationiseasytoaccess.InadditionasimpleandeasytofollowlayoutforwebpageswillbeofbenefittothosewithpoorITskills.
8 ServiceSpecificationThetableopposite (originally said ‘below’ - this will need to be changed in Welsh) setsouttheessentialcomponentsforeachservicestyleasalreadyoutlined.Theservicestyleslistedarebasedontheidentifiedresearchasaretheotherfactorssuchasthespecialrequirements.Itshouldbenotedthatthisisanotacomprehensivelistandplannersandcommissionersmaywishtoaddothercomponents.
�5
Serv
ice
Styl
eEs
sent
ialC
ompo
nent
s
Loca
tion
Staf
fSp
ecia
lEqu
ipm
ent
Lite
ratu
re
fixed
offi
ce
wit
hst
affan
dle
aflet
s
Fixe
dto
a
geog
raph
iclo
catio
nsu
cha
sci
ty,t
own
orv
illag
e
Pers
onS
peci
ficat
ion:
Sta
fft
hat
are
able
tod
ealw
ith
serv
ice
user
enq
uirie
san
dan
ypa
rtic
ular
info
rmat
ion
need
sth
ats
ervi
ceu
sers
may
hav
e.S
taff
will
nee
dto
ha
vea
goo
dkn
owle
dge
ofa
vaila
ble
serv
ices
as
wel
las
ofs
ubst
ance
mis
use
issu
es
Qua
lifica
tion:
Sta
ffs
houl
dbe
tra
ined
ina
llas
pect
sof
cus
tom
erc
are.
No
part
icul
arq
ualifi
catio
npr
edic
ated
tho
ugh
som
eN
VQs
avai
labl
ein
cu
stom
erc
are
linke
dto
ser
vice
indu
strie
s
Rela
xed,
com
fort
able
bu
tsm
art
envi
ronm
ent
inw
hich
too
ffer
ser
vice
.Th
iss
houl
den
cour
age
thos
epe
ople
who
do
not
wan
tto
hav
eco
ntac
tw
iths
taff
toc
ome
ina
nd
brow
se
Leafl
ets
and
info
rmat
ion
pam
phle
tso
nha
ndfo
rse
rvic
eus
ers
tot
ake
away
ac
ross
bot
hsp
ecia
list
subs
tanc
em
isus
eis
sues
an
dse
rvic
esa
ndo
ther
ge
nera
llife
issu
esa
nd
serv
ices
fixed
offi
cea
sab
ove
but
also
co
mpu
teri
sed
info
rmat
ion
Fixe
dto
a
geog
raph
iclo
catio
nsu
cha
sa
tow
nor
vi
llage
Com
pete
nts
taff
as
abov
ebu
tal
sow
hoc
an
assi
sts
ervi
ceu
sers
inu
sing
the
com
pute
rpoi
nts.
May
nee
dad
ditio
nalt
rain
ing
onIT
issu
es
Com
pute
rised
in
form
atio
nsy
stem
tha
tis
ea
syfo
rser
vice
use
rsto
in
tera
ctw
itha
nda
cqui
re
the
rele
vant
info
rmat
ion
they
nee
d
Leafl
ets
and
info
rmat
ion
pam
phle
tso
nha
ndfo
rse
rvic
eus
ers
tot
ake
away
leafl
ets
avai
labl
ein
m
any
cont
act
poin
ts
Shou
ldb
edi
strib
uted
acr
oss
geog
raph
ical
are
as
cove
red
byt
he
serv
ice
Staf
fnee
ded
tot
ake
leafl
ets
tod
istr
ibut
ion
poin
ts.
Man
ager
sab
leto
neg
otia
tea
cces
sto
site
sfo
rle
aflet
s.A
cces
sto
ap
erso
nw
ithg
raph
icd
esig
nsk
ills
wou
ldb
ehe
lpfu
l
Eith
era
nex
tern
alp
rintin
gse
rvic
eis
use
dor
the
se
rvic
ew
illn
eed
prin
ting
equi
pmen
t
Leafl
ets
cont
aini
ng
accu
rate
and
up
to
date
info
rmat
ion.
Th
ese
need
tob
eea
sily
re
adb
ype
ople
from
all
educ
atio
nalb
ackg
roun
ds
�6
Serv
ice
Styl
eEs
sent
ialC
ompo
nent
s
Loca
tion
Staf
fSp
ecia
lEqu
ipm
ent
Lite
ratu
re
inte
rnet
ser
vice
Cen
tral
hub
at
offic
ean
dw
ebsi
te
with
eas
ily
acce
ssib
led
esig
n
At
the
very
leas
ton
eIT
tra
ined
per
son
tom
aint
ain
and
upda
tet
hes
ervi
ceA
com
pute
rtha
tca
nse
rve
asa
cen
tral
rout
er.
Any
des
ign
shou
ldb
ete
sted
fora
cces
sibi
lity
and
info
rmat
ion
suita
bilit
yon
are
gula
rbas
is.I
tw
ill
need
tob
ere
gula
rly
revi
ewed
and
upd
ated
Som
em
arke
ting
oft
he
serv
ice
thro
ugh
leafl
ets
orc
ards
can
be
usef
ulin
en
surin
gaw
aren
ess
oft
he
exis
tenc
eof
the
ser
vice
trav
ellin
gse
rvic
eTh
ism
aye
ither
be
atr
avel
ling
vehi
cle
fitte
dou
tto
be
able
tod
eliv
er
liter
atur
ean
dfa
ce-
to-f
ace
info
rmat
ion
and
advi
ces
ervi
ce
ora
mob
iled
ispl
ay
that
can
be
mov
ed
from
loca
tion
to
loca
tion
The
staf
fing
requ
irem
ents
are
ver
ym
uch
asa
bove
w
itht
hea
dditi
ont
hat
the
indi
vidu
alw
illn
eed
the
appr
opria
ted
rivin
glic
ence
.Lon
ew
orki
ngm
aya
lso
bea
nis
sue
here
An
appr
opria
tev
ehic
le,
disp
lay
equi
pmen
tan
din
form
atio
nre
sour
ces.
Ther
em
ay
beo
ppor
tuni
ties
to
unde
rtak
eth
isw
itho
ther
se
ctor
sin
form
atio
nse
rvic
es.P
rivac
yan
da
non-
stig
mat
isin
gap
proa
ch
are
impo
rtan
t(a
ny
sign
age
wou
ldh
ave
to
be
care
fully
don
e)
Leafl
ets
and
dire
ctor
ies
cont
aini
nga
ccur
ate
and
upto
dat
ein
form
atio
n.
Thes
ene
edto
be
easi
ly
read
by
peop
lefr
oma
lled
ucat
iona
lbac
kgro
unds
�7
Serv
ice
Styl
eEs
sent
ialC
ompo
nent
s
Loca
tion
Staf
fSp
ecia
lEqu
ipm
ent
Lite
ratu
re
tele
phon
eA
ded
icat
ed,
free
phon
ete
leph
one
line
man
ned
toa
gree
dho
urs
dete
rmin
ed
byd
eman
dan
d,
real
istic
ally
,by
avai
labl
efu
ndin
g.
Itm
ust
bec
lear
th
att
his
isa
nin
form
atio
nse
rvic
ean
dno
ta
coun
selli
ngs
ervi
ce
Pers
onS
peci
ficat
ion:
Sta
fft
hat
are
able
tod
ealw
ith
serv
ice
user
enq
uirie
san
dan
ypa
rtic
ular
info
rmat
ion
need
sth
ats
ervi
ceu
sers
may
hav
e.S
taff
will
nee
dto
ha
vea
goo
dkn
owle
dge
ofa
vaila
ble
serv
ices
as
wel
las
ofs
ubst
ance
mis
use
issu
es
Qua
lifica
tion:
Sta
ffs
houl
dbe
tra
ined
ina
llas
pect
sof
cus
tom
erc
are.
No
part
icul
arq
ualifi
catio
npr
edic
ated
tho
ugh
som
eN
VQs
avai
labl
ein
cu
stom
erc
are
linke
dto
ser
vice
indu
strie
s
Ad
edic
ated
pho
neli
ne
fors
ervi
ceu
sers
with
in
form
atio
nan
dad
vice
qu
erie
s
Phon
enu
mbe
rss
houl
dbe
mad
eaw
are
tos
ervi
ce
user
sei
ther
via
leafl
ets
or
thro
ugh
web
site
s,ot
her
serv
ices
etc
text
sto
m
obile
sTh
isw
ould
no
rmal
lyb
ein
re
spon
seto
a
quer
yal
thou
gh
peop
lem
ayw
ish
to
sign
up
fora
regu
lar
upda
tes
ervi
ce
The
staf
fing
requ
irem
ents
are
ver
ym
uch
asa
bove
to
geth
erw
itha
nee
dto
be
upto
dat
eon
text
ing
mec
hani
sms
and
lang
uage
Text
ing
equi
pmen
tpo
ssib
lyli
nked
thr
ough
a
com
pute
rsys
tem
ra
ther
tha
nin
divi
dual
te
leph
ones
Text
num
bers
sho
uld
be
mad
eaw
are
toc
lient
sei
ther
via
leafl
ets
or
thro
ugh
web
site
s,ot
her
serv
ices
etc
educ
atio
nan
dpr
esen
tati
ons
Loca
lven
ues
such
as
tow
nha
llso
rsc
hool
s,or
with
in
the
serv
ice
itsel
f
Can
var
yan
dde
pend
son
pre
sent
atio
n.S
taff
nee
dto
be
trai
ned
inc
usto
mer
car
ean
dab
leto
cle
arly
pr
esen
tin
form
atio
n
Pres
enta
tion
equi
pmen
tan
dle
aflet
sfo
rdi
strib
utio
n
Leafl
ets
ford
istr
ibut
ion
�8
9 WorkingwithNon-SpecialistServices9.1 Akeyaspectoftheprovisionofinformationandadviceistoensurethewidestpossibledistributionofmaterialsandinformation.Thismeansthatserviceplanners,commissionersandprovidersneedtoworkwithnon-specialistservicestoensurethattheyareawareoftheavailableservicesandhaveaccesstoappropriatematerialsandinformation.LinkswillneedtobemadewithHealthPromotionWales,existingschoolsprogrammesandcriminaljusticeservicestocoordinatetheprovisionanddeliveryofinformationresources.
9.2 Thereareotherkeyareaswhereinformationshouldbeavailable.Theseinclude:
accidentandemergencyservices;
policeandcourtbuildings;
educationalestablishments;
libraries;
localauthoritybuildings;
generalpractitioners/healthcentres;
otherhealthrelatedservicesegdentists.
Thisinformationshouldbeavailablethroughavarietyofmediaincluding:
leaflets/pamphlets;
posters;
cd-rom.
9.3 Itisimperativethatlinksaremadewiththerelevantorganisationstoco-ordinatearrangementsforthedeliveryofinformationandadvicethatisreciprocalandenablessubstancemisuseagenciestohaveaccesstoinformationresourcesfornon-specialistservices.Thismayincludethedevelopmentofreciprocalarrangementsforreferraltoservices.
10 Accessibility10.1 Informationandadviceservicesmusthavenorestrictionsregardingthetypesofpeopleaccessingthemandhavenorestrictivecriteriaforaccess.Thesemustbeopenaccessservicessuitableforallpeopleandpotentialissues.
10.2 Wherepossible,servicesshouldbeeasytoaccess.Thisshouldinclude:
a. forserviceswithaphysicalbase:
aneasytofindlocation;thelocationtobeaccessibleviapublictransport;easyaccessforpeoplewithaphysicaldisability;adiscreteappearance;awellmaintainedinterior;theoptionforprivateconsultation.
•
•
•
•
•
•
•
•
•
•
------
�9
b. internetservices:
aregularlymaintainedanduptodatewebsite;awebsitethatiseasytoaccess,coherentandclearinitspresentationofinformation;thewebaddressiswidelyadvertisedensuringthatclientsareawareofitProvidesclientswithlinkstootherservicesandphonenumbers.
c. telephoneservices:
adedicatedtelephoneline(s);thenumbertobewidelyadvertised.
10.3 Aprobablecarepathwayforthedeliveryofinformationandadviceservicesis:
Anindividualrequiresinformationoradviceonasubstancemisuseissue
Accesstoinformationandadviceservice
Provisionofinformation+/oradvice
Facilitatingcontact ServiceUsertofollow withother uponinformation agencies andadvice
11 StandardsandMonitoring11.1 ThisModulecanonlysetoutstandardsforservicesdeliveredthroughspecialistsubstancemisuseservicesandnotforthoseotherservicessuchashousingandbenefitinformationandadviceservices.Inrespectoftheseanyissuesregardingthestandardofservicedeliverywouldhavetobedealtwiththroughestablishedlinks.
11.2 Thefollowingstandardsshouldbeappliedtothedeliveryofinformationandadviceservices:
a. ServiceandCommissioningStandards
No. Standard MonitoringMethods
�. Competentandfullytrainedstaff MatchingagainstNationalStandardsandorganisationsjobdescriptions(seebelow)
--
-
--
20
No. Standard MonitoringMethods
2. Informationmustbeuptodateandreviewedandupdatedregularly
Regularreviewofmaterialagainstchangestoservicespecificationsandoutlookofservices.Therewillneedtobeeffectivechangenotificationsystems
3. Thesettingofclear,focussedkeyobjectives,thatrelatetotheservicerequirementssetouthere,aspartoftheorganisation’smissionstatement
Matchingofachievementagainstobjective.Annualreviewingandupdating
4. Serviceusersmustbeabletoaccessandfindtheinformationtheyrequireto:
a) enablethemtomakeinformeddecisionsabouttheirlifestyle
b) enablethemtomakeinformeddecisionsabouttheirtreatmentoptions
c) enablethemtotakeactiontoresolveotherlifeissuesnotdirectlyrelatedtosubstancemisuse
Annualcustomersatisfactionreview
5. Serviceusersshouldbeabletoaccesscompleteinformationaboutservicesincludingaccessibility,servicecriteria,servicetypeaswellasinformationaboutself-helpandadvocacygroups
Annualauditofinformationandannualrequestforupdatedinformationfromlocalservices
6. Serviceusersmustbeabletoaccessandfindtheinformationtheyrequireinamannerthatis:
a) ageappropriate
b) takesaccountofanybarriersthatmightexist(egrurality,disability)
c) iseasytoaccess
Annualcustomersatisfactionreview
7. Informationandadviceservicesshouldbeavailablebothduringandoutofnormalofficehours
Annualcustomersatisfactionreview
Monitoringofserviceopeningtimes
8. Servicesmustberesponsivetochangingtechnologiesandservicedeliveryopportunitiestoensurethattheyareavailableandappealaswidelyaspossible
Commissionersandproviderstoreviewatleastannually
2�
b. StaffingStandards
ThefollowingDrugandAlcoholNationalStandardsmaybeusedtoidentifyrequiredstaffcompetenciesandskillsandutilisedfortraininganddevelopment:
Code Title
AA� Recogniseindicationsofsubstancemisuseandreferindividualstospecialists
AA3 Supportindividualstoaccessanduseservicesandfacilities
AA4 Promotetheequality,diversity,rightsandresponsibilitiesofindividuals
AA5 Interactwithindividualsusingtelecommunications
AA6 Promotechoice,well-beingandtheprotectionofallindividuals
AD� Raiseawarenessaboutsubstances,theiruseandeffects
AD4 Developanddisseminateinformationandadviceaboutsubstancemisuse,healthandsocialwell-being
12 Management,AdministrationandCommissioningStandards12.1 Serviceproviderswillneedtoensurethatthereissufficientmanagementandadministrativesupporttoaidtheproperdeliveryofinformationandadviceservices.Iftheserviceispartofalargersubstancemisuseservicethentheirneedstobesufficientresourcesdedicatedtothemanagementandadministrationoftheinformationandadviceservice.Theadministrationofsuchservicescanbetimeintensiveinrespectofensuringthatinformationiscontemporary,distributedasrequiredandrelevantlinksmaintained.
12.2 Itisrecommendedthattheserviceisclearregardingitsaimsandobjectives.Onemethodofthisisthroughhavingaclearmissionstatement.Withinthismissionstatementtheroleofadvisoryservicescanbeclearlydefined.Thiswouldthenallowsufficientallocatingofstaffandresourcestotheadvisoryservice,especiallyiftheservicealsoprovidesinterventionsorconsultations.
13 FutureDevelopments13.1 Astechnologyadvancesandbecomescheaper,plannersandcommissionerswillneedtoensurethattheyarepositionedtotakefulladvantageofthesedevelopmentsastheyarise.Thismayincludesuchthingsasvideolinksoranincreasinguseofonlinemediawouldmakeanumberofservicesavailable.Videolinkingwouldallowforfacetofaceconsultationwithouttheneedforstafforserviceusertoleavetheirrespectiveareashelpingtoovercomeruralandaccessissuesaswellasmaintainingprivacy.
13.2 Alreadyonthewebweseetheintegrationofadvertisementsforadvisoryservices,suchasFRANK,onwebpages.Theincreasingavailabilityandnumbersaccessingthenetwillenablesuch“adverts”tobeemployedonagreaterscaleandacrossagreaterrangeofclients.Insomesenseprovidingnon-geographicallyfixedadvisoryservices.Inthelongrunsuchonlineservicesasalreadymentionedwouldbemorecosteffective,thoughtheissueofqualitycontrolstillremains.Thereis
22
aneedtoensurethatserviceusersarebeingprovidedwithclearandaccurateinformation.Methodssuchasthosediscussedinthestandardsandmonitoringwillhelptoensurethatserviceusersarewellinformed.Fromthe�stSeptember2006,Wales’firstnationalhelpline,whichseekstoprovide24houradvicetosubstancemisusersandanyoneseekingadviceorinformation,wasestablished.Inadditionthehelplinewillenableserviceusersaccesslocaltreatmentandsupportservices(www.cais.co.uk.org/pages/newsinformation/dan.htm).AtthistimeDANexistspurelyasaphonelinewithnosupportingoralliedwebsite.
13.3 Someofthesetechnologiesalreadyexistanditisimportantthatservicesareasattractiveandaccessibletopeopleofallagegroupsastheycanbe.
13.4 Inadditiontheexactdefiningofinformationandadvisoryservicesneedstobeclearerandagreed.Theinformationandadvicefieldisaverylargeoneandinthethismoduleconsidersonlyanumberoftheaspectsoftheinformationandadvicefieldrelevanttotheparticulardeliveryofinformationandadvicewithinthesubstancemisusesector.
23
BibliographyQualityinAlcoholandDrugServices:OrganisationalStandardsforAlcoholandDrugTreatmentServices;Childs, Baker, Armstrong, Morley, Dale-Perara, Hackland and Murray;AlcoholConcern+SCODA(�999);London
ModelsofCareforthetreatmentofdrugmisusers;NationalTreatmentAgencyforSubstanceMisuse(2002);London
ModelsofCareforthetreatmentofadultdrugmisusers:Update2006;NationalTreatmentAgencyforSubstanceMisuse(2006);London
DrugandAlcoholNationalOccupationalStandards(DANOS);Management Standards Consultancy for Skills for Health;SkillsforHealth(2005);London
NationalArchiveswww.nationalarchives.gov.uk/ERO/records/ho4�5/�/dpas/dil2.htm
Understandingproblemdruguseamongyoungpeopleaccessingdrugservices:amultivariateapproachusingstatisticalmodellingtechniques;Beckett, Heap, McArdle, Gilvarry, Christian, Bloor, Chrome and Frischer;HomeOffice(2004);London
Census2001(onlinereport);NationalStatistics
FRANKannualreview2002-2004http://www.drugs.gov.uk/publication-search/frank/FRANK-review-0204?version=�
CitizensAdviceBureauwww.citizensadvice.org.uk/index/publications/annualreportarchive/annual-report-2006-html-index/annual-report-2006-html-p-�2.htm#page_top
StimulantNeedsAssessmentProject;Farrell, Howes, Griffiths, Williamson and Taylor;DepartmentofHealth(�998);London:
HepatitisC-guidanceforthoseworkingwithdrugusers;DepartmentofHealth(200�b);London:
Randomisedcontrolledtrialofgeneralpractitionerinterventionsinpatientswithexcessivealcoholconsumption;Wallace, Cutler and Haines; (1988), British Medical Journal,297,pp.663-8.
ChildrenAffectedbySubstanceMisuseintheFamily:AnassessmentofthenatureandprevalenceintheBorders;Murray and Hogarth;BordersDrugandAlcoholTeam;(2003);Melrose
SupportfortheFamiliesofDrugUsers:Areviewoftheliterature;Bancroft, Carty, Cunningham-Burley and Backett-Milburn;UniveristyofEdinburgh;EffectiveInterventionsUnit;Edinburgh
FarmSuicideinRuralWales;Boulanger,Deaville,Randall-SmithandWynn-Jones;InstituteofRuralHealth(�999);Newtown
24
ACulturalandSpatialAnalysisofAdolescentSubstanceMisuseinRuralWales:FinalReport;Buchan;InstituteofRuralHealth(2002);Newtown
RNIBwww.rnib.org.uk/xpedio/groups/public/documents/PublicWebsite/public_accessibilitymyths.hcsp
top related