Blueprint For Personalised Care & Support

People

How to: choose the right staff, develop skills, and lead by example.

Leadership

Our mission, vision and values are developed with people we support, families and staff. We have a clear strategy for delivering personalised support and for remodelling our business. Senior people actively support the strategy and we are all held accountable for delivering on it. We focus on results, and give recognition for success. We have a no-blame culture and learn from successes and mistakes as an organisation.

Case studies coming soon.

Case Studies

  • United Response: leadership

    United Response explain how they designed to improve the lives of everyone they support and their carers.

Recruitment

We work closely with people we support and their families in all aspects of staff recruitment. Staff are recruited to support individuals rather than to a general pool of workers. People are always closely involved in selecting the staff that support them. Job adverts, person specifications and interview questions are based on each person's wishes and support plan.

Case Studies

  • HRM Homecare Ltd

    This case study is a good example of a homecare service for older people, children and adults with disabilities in Scotland. The HRM Homecare Service is delivering against the 'Flexible integrated care and support/risk enablement' Markers of Progress.

  • Nottinghamshire: Eden case study

    This case study shows how new person-centred adverts have been successful in recruiting the right support for the Eden community.

  • Options for supported living (OSL): stunning recruitment

    This case study shows how Options achieved and identified teams as being great support staff, and built on relationships with their people.

  • Sue Ryder Homecare Scotland, Arbroath Service

    This case study is a good example of a tailored support service for people with complex learning difficulties. The Sue Ryder Homecare Arbroath Service are delivering against the 'flexible integrated care and support' Markers of Progress.

Supervision and appraisal

Staff supervisions and appraisals are person-centred and focused on delivering the best, most personalised service to people we support. We use information from support plans and reviews to achieve this. The people we support and their families contribute their views on how staff are doing. We recognise what is important to staff and use these sessions to appreciate what is going well and think together about what we need to change.

Case studies coming soon.

Training

We are changing our workforce based on input, ideas and involvement of staff, individuals and their families. This includes changing the way we train, develop and deploy our staff, to support staff across the organisation to work in more person-centred ways.

Case Studies

Money

How to: calculate package costs, change accounting systems, and contract with individuals.

Contracts

All the people we support have an individual contract, regardless of whether they control the funding.. Contracts with people and families are based on their support plan and the outcomes they want to achieve and are straightforward and easy to understand. Contracts with commissioners are flexible, outcomes-focused and support people to make decisions and take control. We are able to hold third-party-direct payments on behalf of people who would prefer not to manage this themselves.

Case Studies

  • Nottinghamshire: Choice Support

    This case study shows how Choice decided to create a database of interests to help better match together staff and the people they support.

  • The FiND Charity

    This case study is a good example of a service for young adults with severe autism, funded by personal budgets. The FiND charity are delivering against the 'Flexible integrated care and support and personal budgets and self-funding' Markers of Progress.

  • United Response: ISFs

    In this case study United Response show how they set up ISF's and made them part of the offer for people and families.

  • United Response: support contract

    This case study shows how United Response's support contracts will be better suited to the individual, and specific to the needs of each purchaser.

Financial information

Our accounting systems enable us to provide information for each individual about how they are spending their budget against their support plan. We provide this information frequently in ways that are easy for people to understand and we use it routinely in our financial and business planning.

Case studies coming soon.

Case Studies

  • United Response - Financial Information

    This case study from United Response shows how their project 'Making Money Easier' is about simplifying financial information for people with learning disabilities.

Costs

We provide detailed costs for each individual we support and for people who may want to buy our service or products. We are clear with people that they can use their money flexibly, and not just to buy hours of support. We offer people different ways to pay us, through invoicing, direct debits and through the web.

Case studies coming soon.

Support

How to: ensure support is flexible and person-centred, support plans focus on outcomes, and encourage positive risk-taking.

Enabling

Everyone we support has a costed support plan focused on the outcomes they want to achieve. Our approach to risk is based on listening to what is important to people and was developed in conjunction with the people we support, their families and other stakeholders. Positive risk taking is rewarded and we accept this will not always be successful. This is embedded across the organisation and staff are clear about their roles and responsibilities.

Case Studies

  • Carers Support Dover District & Thanet

    This case study is a good example of a service for carers providing information, support and advice together with a high street drop in centre. The Carers Support Dover District and Thanet are delivering against the "information and advice" and "active and supportive communities".

  • Crossroads: book your own breaks

    Crossroads explain how they set up 'Book your own breaks', to help Carers book a break on their terms.

  • Halton Borough Council: Mental Health Outreach 1

    This case study shows how a review of the person-centred, personalised support plans had led to significant improvements for clients, including reduced support.

  • HRM Homecare Ltd

    This case study is a good example of a homecare service for older people, children and adults with disabilities in Scotland. The HRM Homecare Service is delivering against the 'Flexible integrated care and support/risk enablement' Markers of Progress.

  • IAS - Just enough support

    IAS show in this case study how they are transforming and improving services so that people live better and fuller lives, by getting involved with their communities.

  • Isle of Wight: Wight Home Care

    This case study is a good example of how the Island community worked together to achieve healthier and happier lifestyles.

  • McIntrye - Derbyshire My Way

    In this example MacIntyre, Derbyshire explain how their holistic service 'My Way' supports young people to make the transition from school to their new adult life.

  • NMDF Developing Personalised Services, A Little Help case study

    This case study is a great example of how a preventative service for older people delivered by Age UK in Northamptonshire is delivering against the "active and supportive communities" and "risk enablement" Markers of Progress

  • Options for supported living (OSL): inclusion coordinator role

    This case study shows how Options employed Inclusion Co-ordinators to enable them to build on relationships outside the service for the people they support.

  • Outlook Care

    Outlook Care have become specialists in remodelling traditional residential care services to better meet the needs of service users, and to increase independence.

  • Shared Lives Bradford - Compass Scheme

    This case study is a good example of a personalised day service for people who need support. The Shared Lives Bradford Compass Scheme are delivering against the 'active and supportive communities' and 'Flexible integrated care and support' Markers of Progress.

  • Space Inclusive Service

    This case study is a good example of a person centred transition service for people with autism, to develop skills for work and independent living. The Space Inclusive service is delivering against the 'Active and supportive communities' Markers of Progress.

  • Staffordshire: Heantun Housing Association

    This case study shows how Heantun secured work and placements for their clients by using their community networks.

  • WTFC Halton Creative case study 2

    In this case study we see how the 'steps guides' had a positive impact on clients by increasing their independence and self-confidence and setting them up better for a life outside services.

Personalised

We look to develop new, more flexible ways of working that support people to make choices and take control. This includes using equipment and new technology to enable people to live independently rather than rely on support from paid staff. We learn from other places and share our own learning within the organisation and with others.

Case Studies

  • Care Visions at Home

    Care Visions at Home are delivering against the marker of progress 'flexible integrated care and support'. This case study is a good example of an 'end of life' tailored and flexible support service.

  • Crossroads: book your own breaks

    Crossroads explain how they set up 'Book your own breaks', to help Carers book a break on their terms.

  • Dimensions - Buddies

    Dimensions describe in this case study how their Buddies@Home project facilitates families to have real short breaks by offering a valuable service at home.

  • Halton Borough Council: Mental Health Outreach 1

    This case study shows how a review of the person-centred, personalised support plans had led to significant improvements for clients, including reduced support.

  • Northampton: Hampton House Case Study

    This case study is a good example of how the residential community planned and worked together as a committee, to plan positive changes.

  • Northampton: Headway East Northants Case Example 2

    In this case study, we see how Headway East Northants achieved their goal of training carers and volunteer mentors to accommodate a more flexible support, giving their clients more control.

  • Northamptonshire: Headway East Northants Example 1

    This case study shows how Headway East Northants managed to develop a successful social life for their members, by offering activities outside of their normal working hours.

  • Nottinghamshire: Choice Support

    This case study shows how Choice decided to create a database of interests to help better match together staff and the people they support.

  • Nottinghamshire: Eden case study

    This case study shows how new person-centred adverts have been successful in recruiting the right support for the Eden community.

  • Outlook Care

    Outlook Care have become specialists in remodelling traditional residential care services to better meet the needs of service users, and to increase independence.

  • The FiND Charity

    This case study is a good example of a service for young adults with severe autism, funded by personal budgets. The FiND charity are delivering against the 'Flexible integrated care and support and personal budgets and self-funding' Markers of Progress.

  • United Response: ISFs

    In this case study United Response show how they set up ISF's and made them part of the offer for people and families.

  • United Response: support contract

    This case study shows how United Response's support contracts will be better suited to the individual, and specific to the needs of each purchaser.

  • WTFC Halton Creative case study 2

    In this case study we see how the 'steps guides' had a positive impact on clients by increasing their independence and self-confidence and setting them up better for a life outside services.

Natural/peer support

We actively look for ways for people to get support from family, friends, volunteers and other local people, rather than rely on paid staff. We promote the development of peer support and self-advocacy. We actively work with local user-led organisations and carers' groups and encourage people we support to take part.

Case Studies

  • Dimensions - Coproduction with families

    In this case study Dimensions explain how they helped a group of three ladies to live in their own home, with a 24-hour service which is financially viable for all parties.

  • Isle of Wight: Wight Home Care

    This case study is a good example of how the Island community worked together to achieve healthier and happier lifestyles.

  • Northampton: Headway case study 3

    This case study shows how different technology has helped people using the service express their wishes for change.

  • Northampton: Headway East Northants Case Example 2

    In this case study, we see how Headway East Northants achieved their goal of training carers and volunteer mentors to accommodate a more flexible support, giving their clients more control.

  • Outlook Care

    Outlook Care have become specialists in remodelling traditional residential care services to better meet the needs of service users, and to increase independence.

  • Staffordshire: BAC O'Connor Centres

    This case study shows how co-production and peer support can make a real difference to people's lives and keep them healthy and looking forward to a positive future.

  • Staffordshire: Changes case study

    This case study shows how both the mentors and mentees are feeling more confident and valued and can look forward to the future.

  • Surrey Citizens Hub - Information and Advice

    This case study is a great example of how user led organisations have developed to act as a one stop gateway for information, advice and advocacy services. The citizens' hubs are delivering against the 'active and supportive communities' and 'personal budgets and self-funding' Markers of Progress.

Community

How to: build links with the local community, enable people to make a contribution, and reduce reliance on paid staff.

Contributing

We enable people to make a contribution to the community, for example by acting as volunteers and good neighbours. We recruit people who are active members of the community as staff and volunteers.

Case Studies

  • IAS - New relationships

    In this case study IAS share how they are maintaining existing friendships and relationships and developing new relationships in the community.

  • Staffordshire: Heantun Housing Association

    This case study shows how Heantun secured work and placements for their clients by using their community networks.

  • Surrey Citizens Hub - Information and Advice

    This case study is a great example of how user led organisations have developed to act as a one stop gateway for information, advice and advocacy services. The citizens' hubs are delivering against the 'active and supportive communities' and 'personal budgets and self-funding' Markers of Progress.

Connecting

We have a clear commitment and focus on community and understand the importance of working alongside the entire community to effectively support people to become citizens.

Case Studies

  • Halton Borough Council: Mental Health Outreach 1

    This case study shows how a review of the person-centred, personalised support plans had led to significant improvements for clients, including reduced support.

  • Halton MIND case study 3 - Community mapping

    This case study shows how conducting a community mapping exercise has successfully helped people to do a range of leisure activities.

  • Isle of Wight: Wight Home Care

    This case study is a good example of how the Island community worked together to achieve healthier and happier lifestyles.

  • Natural Breaks - social inclusion carers grant

    Natural Breaks share how their organisation have tailor-made creative services to meet the needs of people in their community.

  • Nottinghamshire: Choice Support

    This case study shows how Choice decided to create a database of interests to help better match together staff and the people they support.

  • Options for supported living (OSL): inclusion coordinator role

    This case study shows how Options employed Inclusion Co-ordinators to enable them to build on relationships outside the service for the people they support.

  • Shared Lives Bradford - Compass Scheme

    This case study is a good example of a personalised day service for people who need support. The Shared Lives Bradford Compass Scheme are delivering against the 'active and supportive communities' and 'Flexible integrated care and support' Markers of Progress.

  • Staffordshire: Changes case study

    This case study shows how both the mentors and mentees are feeling more confident and valued and can look forward to the future.

  • Sue Ryder Doncaster Carers Dementia Support Service

    This case study is a good example of a befriending scheme for carers that has been developed to support people with dementia. The Sue Ryder Dementia Support Service are delivering against the 'active and supportive communities' Markers of Progress.

  • Sunnyside House, Thurrock

    This case study is a good example of a residential home that prepares young adults to live independently and develop skills for life. Sunnyside House is delivering against the 'active and supportive communities' Markers of Progress.

Taking part

We support people to make the most of taking part in their community. We encourage staff to include people we support in their own friendship and family networks, avoiding professional barriers.

Case Studies

Learning and change

How to: find out what is working and not working, and use this information to change what we do.

Reviews

We use person centred reviews to enable people to think about their lives and what they want to change. We work together with people to make these changes happen. Managers see themselves as responsible for ensuring great planning takes place, that actions happen, and people are supported the way they want to be.

Case studies coming soon.

Case Studies

  • Phylward House Service

    This case study is a good example of a tailored support for people with complex learning difficulties in residential care. The Phylward House Service is delivering against the 'workforce' Markers of Progress.

Improvement

We evaluate our services in partnership with people and their families and we share information about what we are doing to improve. People who use our services, their families' and other stakeholders contribute their view about what is working and not working. This information sets the direction of the organisation and informs our business and strategic planning. We feedback to people about the changes we have made in a way that makes sense for them.

Case Studies

  • Northampton: Hampton House Case Study

    This case study is a good example of how the residential community planned and worked together as a committee, to plan positive changes.

  • Sue Ryder Homecare Scotland, Arbroath Service

    This case study is a good example of a tailored support service for people with complex learning difficulties. The Sue Ryder Homecare Arbroath Service are delivering against the 'flexible integrated care and support' Markers of Progress.

Back office

How to: make sure our systems support the way we work, and keep people informed about what we offer.

IT

Our IT systems support the ways we work with individuals. We use IT in ways that supports innovation and to help staff and people we support to communicate with each other and build social networks. We use our website to keep people well-informed about the organisation.

Case studies coming soon.

Communications and marketing

We have a clear approach to communicating with and marketing ourselves to people and families and everyone who may be interested in our services. We use a range of accessible and user friendly information, which we have developed in consultation with people and families.

Case Studies