BCFT Service User Perspectives
This report shares the findings from the first round of qualitative fieldwork evaluating the Birmingham Changing Futures Together (BCFT) programme. It explores how it feels to be a service user in Birmingham and reflects on how people accessing support view changes in recent years.
Although the report doesn’t set out to provide recommendations for practice, it includes clear learning for both the system and services that deserves further reflection.
BCFT aims to improve the lives of people across Birmingham experiencing multiple and complex needs. The programme focuses on service and system change, aiming to ensure that models and approaches pioneered during the project become mainstream.
The overwhelming majority of interviewees were very positive about services – specifically the staff, who were repeatedly described with glowing appreciation. This positively impacted on service users’ confidence, their trust in services and their outlook on the future.
Overall, there were reports that initial access to certain services for people facing multiple and complex needs was improving. However, several people noted the high thresholds for mental health services and severe problems accessing stable or permanent accommodation.
Wider funding cuts and reduced opening hours in some services were noticed and reported as negative. However, the recent establishment of a Liaison and Diversion service seemed to be making a positive difference.
Service users also noted an increased level of staff skill and compassion across most services. Many talked about effective joint working between the homelessness and substance misuse services, but there was less evidence of consistent collaboration to address wider needs.
The work of Lead Workers and Peer Mentors was highly valued and appeared to make a tangible difference to outcomes. There were indications that this had long-term impacts on service users’ identity and confidence.
