Quality statement

We expect providers, commissioners and system leaders live up to this statement:

We actively seek out and listen to information about people who are most likely to experience inequality in experience or outcomes. We tailor the care, support and treatment in response to this.

What this quality statement means

• People’s care, treatment and support promotes equality, removes barriers or delays and protects their rights.
• People feel empowered by providers and staff to give their views and understand their rights, including their rights to equality and their human rights.
• People feel that their experiences of discrimination and inequality are listened to and acted on to improve care.
• Leaders and staff are alert to discrimination and inequality that could disadvantage different groups of people using their services, whether from wider society, organisational processes and culture or from individuals. They proactively seek out ways to address these barriers to improve people’s experience, act on information about people's experiences and outcomes and allocate resources and opportunities to achieve equity.
• The provider complies with legal equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes.

I statements

I statements reflect what people have said matters to them.

• I have care and support that is co-ordinated, and everyone works well together and with me.
• I am in control of planning my care and support. If I need help with this, people who know and care about me are involved.
• I am encouraged and enabled to feedback about my care in ways that work for me and I know how it was acted on.

Subtopics this quality statement covers

• Benchmark of expectations
• Barriers to care, support and treatment
• Inequalities in experience and outcomes
• People/communities whose voices are seldom heard

Local authority assessments

We consider this quality statement, equity in experiences and outcomes, under theme 1: working with people.