A practical starting guide
Planning consumer involvement.
Eight questions to ask before you begin.
Use these questions with your team and consumer partners to shape an involvement plan. Start with the decisions people can influence, then agree how you will work together.
What decision could consumer input change?
Name a real decision, such as the research question, the design of a service or how people are invited to participate. Be clear about what is open for discussion and what has already been decided. This gives people a useful reason to be involved.
Whose experience do we need to understand?
Think about the people affected by the work and the range of experiences within that group. Consider who is already connected to your organisation and who may need a different invitation. Avoid expecting one person to speak for an entire community.
When will people be able to influence the work?
Map your project decisions against its timeline. Build in time to prepare together, consider advice and make changes before a decision is final. Decide whether you need a continuing partnership, a focused discussion or a combination of approaches.
What will help people participate?
Ask about the support that would make involvement easier. Consider meeting formats, accessible documents, language, digital access, transport, caring responsibilities and time to read materials. Discuss options directly rather than assuming what an individual needs.
What resources will we commit?
Plan for the work involved in preparing, coordinating and following up. Discuss payment for consumers' time and expertise, reimbursement of expenses and any support costs. Check your organisation's processes so arrangements are clear before people commit their time.
How will responsibilities and decisions be shared?
Agree roles, ways of working and who is responsible for each decision. Explain how advice will reach the project team or governance group, how differences will be discussed and who people can contact if something is unclear or uncomfortable.
How will we show what changed?
Keep a simple record of the issues raised, the decisions made and the reasons behind them. Let contributors know how their input was used, including when an idea cannot be taken forward. Make that feedback understandable and easy to access.
How will we learn and adjust together?
Ask consumer partners and your team what is useful, what is difficult and what should change. Agree a few signs of progress that matter to the people involved. Return to those questions as the project develops, rather than leaving reflection to the end.