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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Providing information

• We can evidence how we effectively tailor our communications to the individuals we support.
• We help people to choose their care and treatment options based on the latest information and advice.
• We ensure the way we communicate aligns closely with good and best practice, including the Accessible Information Standard.
• We include information about how to effectively communicate with the person in their care plans, revising as and when these needs change.
• Where digital care plans are used, we ensure that the people we support can access the care plans and that it’s in an accessible format.
• We use creative ways to make sure each person can express their thoughts in an accessible, tailored, and inclusive means of communication.
• We empower our staff to respond to people’s changing needs, ensuring new assistive technology, aids and adaptions are accessed in a timely manner.
• We use a range of communication tools to enable people to express their views.
• We ensure our staff understand technology as this enables them to promote practical options to access information and minimise risks from social isolation.
• We use technology to enable the service to effectively engage with others (e.g., video conferencing with healthcare professionals or family/relatives/ friends).
• We are proactive in how we keep up-to-date on latest innovations, systems, and tools to strengthen how we communicate.
• Before we introduce new communication technologies and tools, we ensure all our staff are fully capable and confident to use them.
• We recruit staff with the skills to communicate effectively with the people we support, arranging additional extra training where more specialist communication skills are needed.
• Our staff teams always find the most effective ways to communicate with the people we support, helping to empower, reassure and alleviate any distress they may have.
• We adhere to good and best practice approaches when providing information (e.g., Caldicott Guardians etc.).
• We have practical evidence at hand to demonstrate how we communicate with others (e.g., emails to family members, healthcare professionals etc.).
• We are always respectful and protect people’s privacy as part of the ways we communicate, including strict adherence to protecting information they do not wish to be shared.
• We ensure that all telephone, emails and other documented communications are securely saved and shared in compliance with UK GDPR and other data protection good and best practice.
• We provide information in a format that follows consumer rights best practice, including when communicating about contracts and charges.

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