Gathering feedback FROM CLIENTS ABOUT HARM REDUCTION SUPPLIES

Gathering client feedback is crucial to helping frontline staff know how supplies are being used in real life. Feedback may include information about client satisfaction/dissatisfaction around supplies.

When conversations about supplies happen, it’s important to dig down for details:

• What did the person like or not like about the supply?

• Did they like or not like the design of the supply:

• The shape or size

• The material (type of metal, texture, fabric)

• Does the feedback relate to a specific drug practice?

This dialogue creates the opportunity to share better/safer practice tips. It also opens the door to explain any misinformation about a product or technique.

Asking for feedback from people who use harm reduction supplies can help build relationships. It benefits both programs and those using the supplies.

Having a client centred approach can help shape services and their delivery. It’s important for people to know their feedback is needed and valued. When feedback is received that could be a ‘quality control issue’, it’s important that information is shared right away. Contact the program/agency where you received the supplies, letting them know the defect or concern. Follow up on concerns if you see recurring problems with supplies.

Try these lines:

“ Have you tried all 3 types of cookers? Which do you prefer using. I would like to understand what you like and don't like about it.”

“ What do you think about the mouthpieces? Is there anything that you’d change about them? What would need to change for you to want to use them?”

“ We received these needles recently. Did you try them? It’s OK if you don’t like them, I’m curious how they compare with the ones you usually use.”