What matters most to the people who use our services?
This strategy is built on engagement with residents accessing social care, their carers and families, our social care workforce and our adult social care providers to better understand what we are most proud of across social care/our services, what matters most to the people who use our services and what needs to be improved. We have engaged with:
- 210 individuals and groups of customers, carers and loved ones.
- 120 provider representatives through their quarterly provider forums, and on behalf of customers.
- 200+ staff in group sessions and team meetings
People who we talked to, emphasised above all, the requirement for:
- Person centred care – In accessing social care services, people want to feel that they are being listened to, that we properly understand who they are and the life they live and that we recognise them as ‘experts’ of their own specific needs.
- Having their ‘human needs’ met – In receiving care and support, people told us they do not simply want a set of tasks done to them but wish to be treated like everyone else; being seen as an individual, with friends, peers, sexual relationships, interests and community connections.
- Choice and control – In planning their support the people we talked to want to live life how they want, making their own choices about the life they lead.
- Feeling safe – Whilst the people we engaged with wanted to feel safe they also wanted to feel together we are balancing risks with positive risk taking
- Remove barriers of receiving care – People felt good communication was really important alongside regular reviews to properly understand their changing needs
"allowing people to remain independent in their own homes"
"holistic approach to support considering the whole family"
"to be heard and be listened to"
Social care staff internally and across the market believe that person centred care, independence, choice and effective communication matter most to customers. They also felt clear guidance, streamlined processes, consistency in services and direct payments were primary topics that impacted on customers experiences.
What might we improve?
Areas highlighted as those we need to improve upon are more resources, working in unison with other agencies to provide seamless care and where possible having a consistent Social Care Practitioner who supports people through their care and support journey. In addition, better communication and timeliness regarding care and decisions, better use of community resources and more support and housing options for those with the most complex needs were sighted as improvements we could make.
"making people aware of the support available to them"
"equitable access to services for everyone"
"promote equipment and assistive technology"
What are we most proud of?
Our workforce is passionate about making a difference, changing lives and working with people to have positive outcomes. Messages about what works well and aspects of the work the wider social care and support workforce are most proud of included valuing relationships and teamwork, empowering and person-centred approaches and their strength-based practice.
"empower individuals to problem solve themselves"
"honest conversations about what is possible"
"moving to embedding coproduction in the entire process"
"person-centred, empowering people, supporting (people) to be safe"