What makes care and support personalised in the home?

Person who uses services perspective

  • Getting to know those who provide the support and run the agencies really well, so that I can feel confident that the support will happen the way I like it. 
  • Being treated and spoken to respectfully – as an ‘adult’.
  • Being able to do as much as possible independently, even if that varies from day to day.
  • Being able to talk to those running the support so that if there is a problem, a solution can be found quickly and collaboratively.
  • Knowing that someone is looking out for me and is on my side.
  • Feeling that I am part of a team; that I am not on my own.

Providers' perspective

  • Knowing everyone who is supported really well.
  • A regular team of support, so that continuity of care can be provided.
  • Agreeing to a minimum ‘contact time’ with the person (ranging from 30 minutes to 2 or 3 hours). The more time that can be spent with someone in each visit, the better they will get to know each other and therefore the better the quality of care will be.
  • Being committed to supporting what matters to the person.
  • Saying ‘no’ if you cannot do something well.
  • Understanding that you are not the only organisation/individual involved with the person, and being sure to include and liaise with everyone where relevant, (with permission).
  • Truly caring about the person being supported. It is important to understand the boundary between ‘professional’ and ‘personal’, and it is helpful to have something like a Friendship policy as a safeguard. However, it is also important to care about the person and about how his/her life unfolds. Finding this balance is key.