Quality of Service

With this understanding of some of the roots of addiction, we can go on to think about what kind of services are most useful and can promote health, safety and learning among drug users, their friends and families. In the article, “Working with lives and not just veins” Cavalieri (1998) asks questions about the quality of service to drug users.

These questions refer to needle exchanges, but they could easily be asked about other services:

• How available are the needle exchanges? How friendly and welcoming?
• What is the attitude of the management of these exchanges, and how does that impact on service?
• How are Injection Drug Users viewed by the exchange personnel? What is their attitude about drug use?
• Do the exchange workers take the time (or have the time) to develop empowering and supportive relationships with the people who use the exchanges?
• Are the workers themselves supported and empowered?

Sarah’s response: I might add:

• Are the staff themselves supported and empowered to learn about themselves?
• Are the staff encouraged and supported in self-reflection?
• Is there a sense of acceptance and tolerance, belonging and community in the exchanges?
• Is there a budget and plan for staff development?
• Is there a mechanism for clients / participants to provide feedback on the program?
• Is it possible for clients / participants to get paid or volunteer jobs in the program?
• Are the programs or services set up around staff needs or client / participant needs?