1. A summary of feedback from service users and carers: 2010-2015 Adult Social Care – what does good look like?

2. How have we gathered this feedback? Making it Real Board (“I” statements): –Service users and carers exercising real choice over what services they receive, and control over how these services are delivered. Social Services Forum: –What do good social care services look like? Joint Commissioning Strategy: –What you think of our plans for health and social care services.

3. Key themes identified Services that work together Helped to help myself Supported at home and to be part of my community Helping me take control Support for carers

4. Services that work together “I Statements”What a good service looks like? What a good service helps you do? What are the staff like? “My support is coordinated, co-operative and works well together and I know who to contact to get things changed” “I have a clear line of communication, action and follow up” “I can speak to people who know something about care and support and can make things happen” Empowers members in joint decision making Flexible structure that fits individual needs – personalised! All parties involved in my care communicate with each other I can choose what I participate in. Appropriate information is shared so people are not constantly reassessed. Challenge people Stay healthy Support me beyond health and social care – i.e. around housing problems. I get the care and support I need wherever I am in the health and social care system. Stops me falling through the gaps. Easy for me to access the services I need. Staff involve service users Sociable and friendly staff Staff are discreet and maintain confidentiality Staff treat you with respect Staff are ambitious – don’t take the easy way out Staff are motivated Staff know about a range of needs and are well trained.

5. Helped to Help Myself “I Statements”What a good service looks like? What a good service helps you do? What are the staff like? “I have the information and support I need in order to remain as independent as possible” “I have access to easy to understand information about care and support which is consistent, accurate, accessible and up to date” “I have help to make informed choices if I need and want it” “I know where to get information about what is going on in my community” Accessible information and communication Help and Advice given immediately – so I know I’m in the right place Lots of ways to get information – phone, internet and in person. There is advocacy available and one-to-one support Services are available at a range of venues and times to suit individuals. Doesn’t know everything but knows how to find out Empowers me to act on my own Feel informed about my care and support Know where to get support from Know what to do in an emergency Helps people to raise problems Helps people to gain confidence and motivates people Helps people support each other Staff are problem solvers/ can do attitude Staff are honest – if they don’t know they say but then find out! Know about a range of conditions and what these mean for service users

6. Supported at home and to be part of my community “I Statements”What a good service looks like? What a good service helps you do? What are the staff like? “I am supported by people who help me to make links in my local community” “I have considerate support delivered by competent people” “I have access to a pool of people, advice on how to employ them and the opportunity to get advice from my peers” It supports me to be an employer if I am a direct payment holder. I am supported to choose my own support worker There is a clear complaints procedure. I can get different support workers to support different needs. Support workers are able to signpost me to other community services. I am protected from abuse Access information, leisure activities and services on an equal basis to anyone else in the community Live independently Be part of my community Keep safe Reduces isolation, is fun and a social environment Learn new skills and contribute Work towards gaining employment Staff are respectful Treat everyone with dignity Have an understanding of different needs and are well trained. Don’t make assumptions about me and check I understand them. Trustworthy and honest Recognise the role played by social and community networks.

7. Helping me take control “I Statements”What a good service looks like? What a good service helps you do? What are the staff like? “I have good information and advice on the range of options for choosing my support staff” “I am in control of planning my care and support” “I have care and support that is directed by me and responsive to my needs” Able to meet changing needs Flexible enough that I can have choice of staff. The service is clear about what it does. Where I contribute to the cost of my care I have a range of payment options I have the opportunity to use direct payments for a flexible service. Assessments are clear and fair. My needs and goals are considered holistically Manage my needs in a way that works for me. Receive care close to home Have a good quality of life Decide what is right for me Receive regular contact from professionals providing my care Make informed choices about my care Clear about staff roles and responsibilities. Staff offer a personalised approach. Listen to service users (and carers) Concentrate on the person Have good knowledge about the services available

8. Support for carers What a good service looks like?What a good service helps you do? What are the staff like? Provides a network of support for carers Gives examples of services and knows how to access them Helps the carer support the person they care for – i.e. contributing to support planning. Recognises carers needs are different Provides clear advice and information Services should be flexible enough to meet changing needs Provides respite – but recognise there are different models of respite support I might like Become a better carer Gain confidence in my caring role Help raise problems Help me volunteer and develop new skills. Stay healthy Listening Understanding and patient Assertive enough to make carers realise they need to look after themselves Don’t make assumptions

9. How do we use this information? We use feedback from service users and carers to make sure that we can deliver high quality services that meet the needs and wants of our community. Examples include: –Making it Real Board – service users and carers as Experts by Experience work together with Council staff and local providers to check how personalisation is working in Islington, matching progress on their actions against the “I” statements. –Market Engagement Conference 2015 – service users and carers used the feedback in this presentation to plan and deliver workshops with Council staff – for providers to learn about what service users and carers want from local services. –Joint Commissioning Strategy 2012-17 – this feedback helped the Council to plan how to organise and provide services to best meet local needs.

10. How can I get involved? There are lots of different ways you can help us to improve social care services, and you can take part as little or often as you feel able. You can: –Take part in meetings or events –Help us to recruit or train staff, or to buy new services –Take part in research or consultations –Help us to improve information We provide training, and support to meet your access needs. For more information, –Email uci@islington.gov.uk uci@islington.gov.uk –Telephone 020 7527 8157 –Website: www.islington.gov.uk/ascinwww.islington.gov.uk/ascin