Information and advice - Having the information I need, when I need it

These I statements focus on people’s need for information so they can get on with their lives.

These We statements are for organisations and the workforce on how to provide relevant and timely information. 

I statements

  • I can get information and advice that helps me think about and plan my life.
  • I can get information and advice about my health and how I can be as well as possible – physically, mentally and emotionally.
  • I can get information and advice that is accurate, up to date and provided in a  way that I can understand.
  • I know about the activities, social groups, leisure and learning opportunities in  my community, as well as health and  care services.
  • I know what my rights are and can get information and advice on all the options for my health, care and housing.
  • I know how to access my health and care records and decide which personal information can be shared with other  people, including my family, care staff,  school or college.

We statements

  • We provide free information and advice to everyone, including people who arrange or fund their own support and care.
  • We provide accurate and up-to-date information in formats that we tailor to individual needs, face to face if necessary.
  • We talk to people to find out how much information they want and follow up to find out if they want more detail.
  • We provide information and advice about health, social care and housing which is tailored to a person’s situation without limiting their options and choices.
  • We provide information and advice that reflects relevant law and/or clinical guidance.
  • We provide information to make sure people know how to navigate the local health, care and housing system, including how to get more information or advice if needed.
  • We make sure people know their  legal rights and responsibilities.
  • We tell people about person-centred approaches to planning and managing their support and make sure that they have the information, advice and support to think through what will work best for them.
  • We provide information about what’s happening in our local community  and how people can get involved.
  • We always include a contact name, telephone number and email address when giving advice or information electronically.
  • We make sure we share information about what we do and how people can access our service with other relevant organisations so we can all work more effectively.
  • We tell people about their rights to see their health and social care records and to ask for any mistakes to be put right.
  • We get permission before sharing personal information.

Making it Real is about learning from listening and sharing what works. It is about having meaningful conversations and meaningful relationships.

Kathy Roberts, Association of Mental Health Providers