Listening to clients: the role of consumer opinion in designing drugs services

Abstract

This paper describes the process and results of a survey investigating consumer opinions of a specialist drug and alcohol team in the UK. It examines why clients seek help, what help they are seeking, whether they are satisfied with what they receive and what aspects might make using the service more difficult. The implications of the findings are considered primarily at the level of local service delivery, but also in terms of more general issues surrounding the provision of services specific to the client group. In addition, the process illustrated is applicable in principle within any geographic area.