Making care or support personal, and tailoring these to the person’s needs and what matters to them, can improve safety and outcomes.

This means putting the person at the centre: involving them in identifying their needs, preferences, goals and outcomes that matter to them.

When making decisions about the care or support they receive, the person, their families or their carers should be involved.

They should also be able to contribute to how services are improved: providing feedback, being listened to, and having their experiences acted upon.

The section below provides more information that you can use to support your improvements.

Resources

Care Experience Improvement Model (CEIM), ihub, Healthcare Improvement Scotland.
The CEIM is a simple framework that supports health and social care teams to make improvements that are directly related to feedback in a person-centred way. This page covers how it works, along with guides on how to apply it in conversations and meetings.

What Matters to You?
This website offers links to resources, examples and case studies around ‘What matters to you?'. This is a tool to support meaningful conversations between those that provide health and social care and the people who receive care and support, as well as their families and carers.

Tools

NHS England Always Events, NHS England.
Always Events offers a framework and toolkit which guides the use of quality improvement to co-design changes to improve experience of care.

Care Experience Tools, The Picker Institute.
This resource includes surveys and toolkits developed to gain views and experiences of patients, service users and staff.