Most library staff understand the importance of evaluating their services in order to develop and improve the levels of service and types of provision they offer to customers. However, many of the methods commonly used to gather user feedback on library services are not well-suited to the needs of people with dementia. This chapter explores ways in which libraries can ensure that the views of people with dementia and their carers can be taken into account in their evaluation, research and service development activities.

The chapter starts by outlining key concepts to consider, based on Tom Kitwood's model of person-centred care, which was described in detail in Chapter 1. It also discusses why it is important to involve both carers and people with dementia directly in evaluation activities. This is followed by descriptions of research and evaluation methods, including interviews, focus groups and visual methods, outlining how, with some adaptations or extra considerations, they can be effectively used to gather feedback from people with dementia, as well as their carers. The chapter finishes by reflecting on some of the ethical issues that need to be taken into account when undertaking research generally and with people with dementia in particular.

The aim of this chapter is to focus on aspects of evaluation and service development that are most important to consider when working with people with dementia. There are links to more general guidance on research and evaluation methods in the annotated bibliography.

Key concepts

As outlined in Chapter 2, a dementia-friendly business or service ‘is responsive to the needs of people affected by dementia and makes efforts to understand the impact of dementia in their community by ensuring that people living with dementia and their care partners are included and consulted in conversations about becoming dementia friendly’ (Alzheimer Society of Saskatchewan, 2019, 4). If a library wishes to be dementia friendly, it is important that it involves both people with dementia and their carers in decisions about new services or about changes to existing library provision.