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TABLe 7.9 have you as a user of guidance been consulted (participated in meetings or discussion groups) on the following concerning guidance services?

Every third month one centre goes through questionnaire reports, but there is not much concrete feedback from the clients beside phrases like “I’m pleased with the service”. There were no statistically significant differences in the average ratings with respect gender, age, residence or education. Although the developmental consequences of giving feedback are questioned, users of guidance seem to hold the opinion that it is important for them to have the opportunity to evaluate or give feedback on services. As table 7.8 shows, nine out of every ten (89% and 91%) feel that it is important the users have the chance to evaluate the guidance process and the way guidance is delivered. A slightly lower proportion (81% and 86%) is concerned about the opportunity to evaluate the organisation of, and access to guidance. Seen in comparison with the results from the focus group interviews, the high scores in table 7.8 might seem like a contradiction. A possible interpretation of this is that there is a “reflex” in the population to answer yes on the question “do you think that the voice of users is important”.

7.5. evaluation of guidance – forums of debate (level 3) As we have seen in the former chapters, the users feel that they are involved in their personal guidance process (level 1). When it comes to giving feedback on their experience of guidance (level 2) there seem to be a gap between the intentional level at the centres and the client’s experience of it. Here, 28% of the clients say they have not had the chance to evaluate the service. As seen in the focus group interviews, both users and some of the practitioners also fear that the developmental value of the evaluation is low. In the previous chapter we saw a discrepancy between the expressed opinion of managers in the focus groups and the actual experience of the users/clients. Managers say that all centres try to involve clients in the evaluation, but 28% of users/clients say that they were never given a chance to give feedback on the guidance service. As table 7.9 shows, only 11% of respondents say that they have been consulted, i.e. participated in meetings and discussion groups about guidance services.

Results in Norway

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Profile for NVL Nordvux

Voice of users  

This present evaluative research, titled Voice of users – promoting quality of guidance for adults in the Nordic countries, examines both th...

Voice of users  

This present evaluative research, titled Voice of users – promoting quality of guidance for adults in the Nordic countries, examines both th...

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