Involving people in decisions about their care: outstanding

C2. How does the service support people to express their views and be actively involved in making decisions about their care, treatment and support as far as possible?

Characteristics of services we would rate as outstanding in this area

The service is exceptional at helping people to express their views so that staff and managers at all levels understand their views, preferences, wishes and choices. Staff use a variety of tools to communicate with people according to their needs, which may include using new technologies. Staff find innovative and creative ways to communicate with each person using the service.

They make sure that people get the support they need and want, and are particularly skilled when exploring and trying to resolve any conflicts and tensions involved.

All staff encourage people to explore their care and support options and support them to explore sources of additional help and advice with particular care and sensitivity.

All staff positively welcome the involvement of advocates. Where sources of information, advocacy and support are not readily available, the service works with sector stakeholders to try to fill the gap.