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People’s experience in adult social care services

About

What is covered

This interactive flowchart covers the care and support of adults, including people with learning disabilities, physical disabilities, sensory impairment and mental health or physical conditions. It applies to all settings where care is delivered, including people's own homes, and residential care and community settings. It also takes into account a range of inequalities that people may face.
NICE has also published recommendations on people's experience in adult NHS services and mental health services, and is developing recommendations on services and support specifically aimed at carers (publication expected July 2019).

Updates

Person-centred care

People have the right to be involved in discussions and make informed decisions about their care, as described in your care.
Making decisions using NICE guidelines explains how we use words to show the strength (or certainty) of our recommendations, and has information about prescribing medicines (including off label use), professional guidelines, standards and laws (including on consent and mental capacity), and safeguarding.

Your responsibility

Guidelines

The recommendations in this guideline represent the view of NICE, arrived at after careful consideration of the evidence available. When exercising their judgement, professionals and practitioners are expected to take this guideline fully into account, alongside the individual needs, preferences and values of their patients or the people using their service. It is not mandatory to apply the recommendations, and the guideline does not override the responsibility to make decisions appropriate to the circumstances of the individual, in consultation with them and their families and carers or guardian.
Local commissioners and providers of healthcare have a responsibility to enable the guideline to be applied when individual professionals and people using services wish to use it. They should do so in the context of local and national priorities for funding and developing services, and in light of their duties to have due regard to the need to eliminate unlawful discrimination, to advance equality of opportunity and to reduce health inequalities. Nothing in this guideline should be interpreted in a way that would be inconsistent with complying with those duties.
Commissioners and providers have a responsibility to promote an environmentally sustainable health and care system and should assess and reduce the environmental impact of implementing NICE recommendations wherever possible.

Technology appraisals

The recommendations in this interactive flowchart represent the view of NICE, arrived at after careful consideration of the evidence available. When exercising their judgement, health professionals are expected to take these recommendations fully into account, alongside the individual needs, preferences and values of their patients. The application of the recommendations in this interactive flowchart is at the discretion of health professionals and their individual patients and do not override the responsibility of healthcare professionals to make decisions appropriate to the circumstances of the individual patient, in consultation with the patient and/or their carer or guardian.
Commissioners and/or providers have a responsibility to provide the funding required to enable the recommendations to be applied when individual health professionals and their patients wish to use it, in accordance with the NHS Constitution. They should do so in light of their duties to have due regard to the need to eliminate unlawful discrimination, to advance equality of opportunity and to reduce health inequalities.
Commissioners and providers have a responsibility to promote an environmentally sustainable health and care system and should assess and reduce the environmental impact of implementing NICE recommendations wherever possible.

Medical technologies guidance, diagnostics guidance and interventional procedures guidance

The recommendations in this interactive flowchart represent the view of NICE, arrived at after careful consideration of the evidence available. When exercising their judgement, healthcare professionals are expected to take these recommendations fully into account. However, the interactive flowchart does not override the individual responsibility of healthcare professionals to make decisions appropriate to the circumstances of the individual patient, in consultation with the patient and/or guardian or carer.
Commissioners and/or providers have a responsibility to implement the recommendations, in their local context, in light of their duties to have due regard to the need to eliminate unlawful discrimination, advance equality of opportunity, and foster good relations. Nothing in this interactive flowchart should be interpreted in a way that would be inconsistent with compliance with those duties.
Commissioners and providers have a responsibility to promote an environmentally sustainable health and care system and should assess and reduce the environmental impact of implementing NICE recommendations wherever possible.

Short Text

Everything NICE has said on improving people's experience of care in adult social care services in an interactive flowchart

What is covered

This interactive flowchart covers the care and support of adults, including people with learning disabilities, physical disabilities, sensory impairment and mental health or physical conditions. It applies to all settings where care is delivered, including people's own homes, and residential care and community settings. It also takes into account a range of inequalities that people may face.
NICE has also published recommendations on people's experience in adult NHS services and mental health services, and is developing recommendations on services and support specifically aimed at carers (publication expected July 2019).

Sources

NICE guidance and other sources used to create this interactive flowchart.

Quality standards

Quality statements

Effective interventions library

Effective interventions library

Successful effective interventions library details

Implementation

NICE has produced resources to help implement its guidance on:
Definitions used in this interactive flowchart are from the Think Local, Act Personal Care and Support Jargon Buster. Visit this site for other social care terms.

Information for the public

NICE has written information for the public on each of the following topics.

Pathway information

Person-centred care

People have the right to be involved in discussions and make informed decisions about their care, as described in your care.
Making decisions using NICE guidelines explains how we use words to show the strength (or certainty) of our recommendations, and has information about prescribing medicines (including off label use), professional guidelines, standards and laws (including on consent and mental capacity), and safeguarding.

Your responsibility

Guidelines

The recommendations in this guideline represent the view of NICE, arrived at after careful consideration of the evidence available. When exercising their judgement, professionals and practitioners are expected to take this guideline fully into account, alongside the individual needs, preferences and values of their patients or the people using their service. It is not mandatory to apply the recommendations, and the guideline does not override the responsibility to make decisions appropriate to the circumstances of the individual, in consultation with them and their families and carers or guardian.
Local commissioners and providers of healthcare have a responsibility to enable the guideline to be applied when individual professionals and people using services wish to use it. They should do so in the context of local and national priorities for funding and developing services, and in light of their duties to have due regard to the need to eliminate unlawful discrimination, to advance equality of opportunity and to reduce health inequalities. Nothing in this guideline should be interpreted in a way that would be inconsistent with complying with those duties.
Commissioners and providers have a responsibility to promote an environmentally sustainable health and care system and should assess and reduce the environmental impact of implementing NICE recommendations wherever possible.

Technology appraisals

The recommendations in this interactive flowchart represent the view of NICE, arrived at after careful consideration of the evidence available. When exercising their judgement, health professionals are expected to take these recommendations fully into account, alongside the individual needs, preferences and values of their patients. The application of the recommendations in this interactive flowchart is at the discretion of health professionals and their individual patients and do not override the responsibility of healthcare professionals to make decisions appropriate to the circumstances of the individual patient, in consultation with the patient and/or their carer or guardian.
Commissioners and/or providers have a responsibility to provide the funding required to enable the recommendations to be applied when individual health professionals and their patients wish to use it, in accordance with the NHS Constitution. They should do so in light of their duties to have due regard to the need to eliminate unlawful discrimination, to advance equality of opportunity and to reduce health inequalities.
Commissioners and providers have a responsibility to promote an environmentally sustainable health and care system and should assess and reduce the environmental impact of implementing NICE recommendations wherever possible.

Medical technologies guidance, diagnostics guidance and interventional procedures guidance

The recommendations in this interactive flowchart represent the view of NICE, arrived at after careful consideration of the evidence available. When exercising their judgement, healthcare professionals are expected to take these recommendations fully into account. However, the interactive flowchart does not override the individual responsibility of healthcare professionals to make decisions appropriate to the circumstances of the individual patient, in consultation with the patient and/or guardian or carer.
Commissioners and/or providers have a responsibility to implement the recommendations, in their local context, in light of their duties to have due regard to the need to eliminate unlawful discrimination, advance equality of opportunity, and foster good relations. Nothing in this interactive flowchart should be interpreted in a way that would be inconsistent with compliance with those duties.
Commissioners and providers have a responsibility to promote an environmentally sustainable health and care system and should assess and reduce the environmental impact of implementing NICE recommendations wherever possible.

Supporting information

When a person who uses services is involved as an equal partner in designing the support and services they receive. Co-production recognises that people who use social care services (and their families) have knowledge and experience that can be used to help make services better, not only for themselves but for other people who need social care. Wherever possible and appropriate, families and carers should be involved in co-production, in an effective way, with the consent of the person who uses services.
The Think Local Act Personal (TLAP) 6 principles of co-production are:
  • recognising people as assets
  • building on people's capabilities
  • developing 2-way, reciprocal relationships
  • encouraging peer support
  • blurring boundaries between delivering and receiving services
  • facilitating rather than delivering.
When a person who uses services is involved as an equal partner in designing the support and services they receive. Co-production recognises that people who use social care services (and their families) have knowledge and experience that can be used to help make services better, not only for themselves but for other people who need social care. Wherever possible and appropriate, families and carers should be involved in co-production, in an effective way, with the consent of the person who uses services.
The Think Local Act Personal (TLAP) 6 principles of co-production are:
  • recognising people as assets
  • building on people's capabilities
  • developing 2-way, reciprocal relationships
  • encouraging peer support
  • blurring boundaries between delivering and receiving services
  • facilitating rather than delivering.
As part of care planning, consider identifying a named coordinator who is competent to:
  • act as the first point of contact for any questions or problems
  • contribute to the assessment process
  • liaise and work with the person, their families, carers and advocates
  • liaise and work with all health, social care and housing services involved with the person, including those provided by the voluntary and community sector
  • ensure that any referrals needed are made and are actioned.
Local authorities should ensure that the person's care and support plan includes clear information about what involvement from others (carers, family and friends) they want in their care and support, in line with the Care Act 2014.

Glossary

(under the Care Act 2014, local authorities must carry out an assessment of anyone who appears to require care and support – the aim of assessment is to understand the person's needs and goals; after carrying out the assessment, the local authority consider whether any of the needs identified are eligible for support)
(a written plan after a person has had an assessment, setting out what their care and support needs are, how they will be met [including what they or anyone who cares for them will do] and what services they will receive; the person should have the opportunity to be fully involved in their plan and to say what their own priorities are)
(a care and support plan is a plan written after a person has had an assessment, setting out what their care and support needs are, how they will be met [including what they or anyone who cares for them will do] and what services they will receive; the person should have the opportunity to be fully involved in their plan and to say what their own priorities are)
a person who provides unpaid support to a partner, family member, friend or neighbour who is ill, struggling or disabled and could not manage without this help – this is distinct from a care worker, who is paid to support people
people who provide unpaid support to a partner, family member, friend or neighbour who is ill, struggling or disabled and could not manage without this help – this is distinct from care workers, who are paid to support people

Paths in this pathway

Pathway created: February 2018 Last updated: February 2018

© NICE 2018. All rights reserved. Subject to Notice of rights.

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