This article describes the underlying philosophy of knowing the people planning (KPP) and gives an example of a practical approach to measure people’s recovery in terms of consumer identified outcomes leading to the improvement in the effectiveness of mental health and addiction services in Hawke’s Bay. KPP provided a valuable approach to planning service delivery by measuring key variables of service delivery based on consumer determined key features and a means to describe the quality improvements implemented in services in Hawke’s Bay. Practitioners were directly involved; the key was to identify gaps and work with stakeholders to create solutions to facilitate better and improved recovery outcomes.

What is known about the topic? Outcomes specifically related to the effect of recovery oriented mental health services on the population, are not widely measured. Within the current health environment, it is essential outcomes are described and measured in terms of the effect on the population and the outcomes related to sustaining people’s recovery from mental illness. The purpose of the KPP approach is to provide evidence for change in service delivery and to determine if enhanced investment is making any differences to the end product experienced by consumers accessing services in terms of recovery outcomes. KPP outcome data are designed to enable services to effectively plan for and fund services to make a practical difference to those who access them.

What does this paper add? KPP provides a framework and approach to measure consumer desired outcomes that make a practical difference to consumers lives such as paid employment; housing; social support; and access to primary healthcare. This article provides an example of KPP in action that led to significant changes which enabled services to better meet consumer needs.

What are the implications for practitioners? KPP is a simple and effective tool that enables quantitative data to be collected and analysed. Practitioners contribute to data collection and the data can then be used to directly affect service design and investment. The KPP process allows practitioners to know the people they are working with and to identify and address consumer needs, which in turn leads to an improved service, creating a more satisfying working environment. KPP also develops a means to measure the effectiveness of practice.