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SummaryUsing information from interviews with 41 service users and 32 staff from eight organisations a practice model is developed to show how those typically excluded from user participation be included into everyday participation to develop services and policies. The practice model outlines the processes necessary to promote and institutionally embed participation. The uncertainties and tensions which arise from these activities are also discussed. The value of the findings presented in this paper is that they provide information about how service user participation may be achieved.

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