Person-centred care: outstanding

R1. How do people receive personalised care that is responsive to their needs?

Characteristics of services we would rate as outstanding in this area

Staff use innovative and individual ways of involving people and their family, friends and other carers in their care and support plans, so that they feel consulted, empowered, listened to and valued. The care and support plans are reviewed and changed as people's needs change.

People tell us that staff have outstanding skills, and have an excellent understanding of their social and cultural diversity, values and beliefs that may influence their decisions on how they want to receive care, treatment and support. Staff know how to meet these preferences and are innovative in suggesting additional ideas that they themselves might not have considered.

Visiting professionals say that the service is focused on providing person-centred care and support, and achieves exceptional results.

The service understands the needs of different people and groups of people, and delivers care and support in a way that meets these needs and promotes equality.

People tell us that staff have outstanding skills, and have an excellent understanding of their individual needs relating to their protected equality characteristics and their values and beliefs, which may influence how they want to receive care, treatment and support.

Staff respond and go the extra mile to address people's needs in relation to protected equality characteristics.

Staff have opportunities for learning, development and reflective practice on equality and diversity, both individually and in teams, which influence how the service is developed.

Arrangements for social activities, and where appropriate, education and work, are innovative, meet people's individual needs, and follow best practice guidance so people can live as full a life as possible.

The service takes a key role in the local community and is actively involved in building further links. Contact with other community resources and support networks is encouraged and sustained.

The service has gone the extra mile to find out what people have done in the past and evaluates whether it can accommodate activities, and tries to make that happen.
Reasonable adjustments are made in innovative ways to encourage independence.

The service has taken innovative steps to meet people's information and communication needs over and above complying with the Accessible Information Standard.

The service has an innovative approach to using technology. People are involved in decisions about how it is or could be used.