People and communities are always at the centre of how care is planned and delivered. The health and care needs of people and communities are understood and they are actively involved in planning care that meets these needs. Care, support and treatment is easily accessible, including physical access. People can access care in ways that meet their personal circumstances and protected equality characteristics.

People, those who support them, and staff can easily access information, advice and advocacy. This supports them in managing and understanding their care and treatment. There is partnership working to make sure that care and treatment meets the diverse needs of communities. People are encouraged to give feedback, which is acted on and used to deliver improvements.

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Care provision, integration and continuity

• We understand the diverse needs of the individuals we support and how to utilise wider local care provision to support them. This includes those with protected characteristics under the Equality Act and those at most risk of a poorer experience of care.
• Our managers and leaders understand local healthcare systems and how to effectively navigate them.
• We understand our position within the local health and care system. This includes Integrated Care Systems (ICSs), Integrated Care Boards (ICBs) and the part the service plays within them.
• We can evidence our engagement with other health and social care organisations within our community.
• We can demonstrate how we work together across health, social care, housing, community services and more to provide coordinated and quality care.
• Our positive and proactive relationships with across services and the health and social care system enable us to provide joined-up care.
• Our collaborations with others in the health and care system make a positive difference to people’s lives.
• We actively help to create support networks around individuals drawing on strengths across the community.
• We invest in the upskilling of understanding of health and social care systems across our service to enable a better response to people’s needs.
• We ensure our managers and staff teams are connected to networks and communications channels to keep informed of the evolving health and social care system.
• We are committed to supporting the wider health and social care system to continually improve and transform.
• We will support the Care Quality Commission in providing feedback on our experiences of the wider health and social care system.

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