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13.1 A user panel allows a small group of users and senior managers to
discuss user concerns. Whereas a focus group usually only meets once, a
user panel will meet regularly over a long period. It can give you early
warning of problems and help you come up with ideas for changing or
developing what you do. You could also use the panel to test changes you're
considering.
13.2 Many services have found user panels a useful (and relatively
cheap) way of focusing on user issues.
Points to think about
 | Composition: consult staff, users and representative groups at an
early stage about the proposed brief, membership, balance, roles of members
and so on. Include a cross-section of users on your panel: you won't be
able to get a fully representative group, but try to have a range of people.
| Size: have a relatively small panel (no more than 12 in total,
including managers).
| Purpose: have clear objectives for the group, for example: 'to make
the service more friendly and easy to use'.
| Access to decision makers: make sure that the group has access to
managers with the authority to make things happen. The more commitment
shown by top management, the greater the chance that the panel will be
effective in influencing decisions and strategy.
| Skills: draw up a clear 'job description' and list the main
qualities and experience you need before starting to select members.
| Length of appointment: appoint members for a fixed term: after a
while, they will get to know your business so well that there is a risk
they may start to feel part of your organisation, and so lose credibility
with other users.
| Facilities: provide support for members: give them access to
information, somewhere to meet, expenses for attending meetings,
photocopying and secretarial facilities. Make the panel an integral and
serious part of a member of your staff's work.
| Representativeness: don't use the panel as your only means of
consultation. The group will not necessarily be representative of the views
of all users, and its lack of financial and operational independence could
create cynicism.
| Timing: allow time for representatives to refer back to user groups
or to consult others this can help increase their accountability and
credibility.
| Commitment: treat the panel seriously. Be prepared to listen, learn
and act.
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Pros
| Useful sounding board on which to test plans and ideas.
| Can give you relatively quick feedback.
| Adds credibility to your consultation process.
| Creates a continuing dialogue with users.
| Helps you concentrate on issues from the user perspective.
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Cons
| Managers may think that once they have a user panel, that's all
they need to do.
| Users can get too close to the organisation over time.
| Provides little in the way of statistical information.
| Won¹t be effective without good input and commitment
from management.
| Can be unrepresentative especially of disadvantaged
minority groups.
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Costs: relatively cheap.
Use to: test user reaction to changes and proposals, and get ideas for
improvements.
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Bath Mental Health Care NHS Trust has set up a 'Readers' Panel' of service
users and carers to make sure that any written information produced by the
Trust for the public is in plain language and easy to understand.
Contact: Robin Smith tel: 01225 731731 fax: 01225 731732
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Treat the panel seriously. Be prepared to listen, learn and act.
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