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What service users look for in staff
Leon Wylie, National Substance Use Support Officer (Drugs), Scottish Association of Alcohol and Drug Action Teams, Glasgow
Abstract
A working group initiated by the Scottish Government has been developing a national Drug and Alcohol Workforce Development Plan. As part of this a report, including a literature review and small qualitative trial, was commissioned to look at service user views and what they saw as key staff training needs. Although the potential range of the workforce that may positively interact with substance users is large, and takes in all who may have to deal with substance use issues in some way, the literature mainly focuses on user views of specialist substance or health and social care staff. With client-centred care a key policy of modern AOD service delivery, there will be a discussion of findings from the report and review and key recommendations arising from it.
Key findings from the literature were:
- users desired more humanistic care, rating a positive staff attitude towards the user as the key attribute
- although users generally desired more knowledgeable staff, both professional and ex-user, a positive attitude towards the user was potentially able to overcome a skills deficiency.
- sub-specialties such as dual diagnosis staff were preferred to have advanced training
Recommendations include:
- There is a necessity for developing and rolling out, across the wider workforce, training that can positively affect interpersonal attitudes and behaviours towards substance users.
- Management working in the field be required to undergo at least basic training in understanding the aetiology of substance use and attitudes towards users.
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Biography
Leon is currently a National Officer with the Scottish Association of Alcohol and Drug Action Teams (SAADAT). SAADAT act as a conduit and link for information and policy exchange between the Scottish Government, other relevant national services or organizations and the 22 local Alcohol and Drug Action Teams. SAADAT officers represent the local ADATs on a wide range of national fora, of which the Scottish Alcohol and Drug Workforce Development Strategy Delivery Group is one.
Leon comes from a treatment background, both voluntary and statutory, and has worked for many years in the addictions and mental health field. He is an RMN and has a Masters In Health Studies (Addictions) from University of Queensland, as well as a Post Graduate Certificate in Health Studies. His recent work, in Australia and Scotland, has been strategic or operational projects that involve both voluntary and statutory agencies working in partnership.
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