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 guidance to support this rationale is based on best practice. Examples of this can be seen in:

• Practicing Realistic Medicine (2018).
• Person-centred care: principles for health professionals, (hosted within Obesity Guidelines).
• Think local act personal.
• Decision aids that really promote shared decision making: the pace quickens.
• A systematic review of evidence on the links between patient experience and clinical safety and effectiveness.
• Understanding why UK hospital staff find it difficult to make improvements based on patient feedback.
• An evaluation of a near real-time survey for improving patients’ experiences of the relational aspects of care.

• Care Opinion.
• Care Experience Improvement Model.
• NHS England's Always Events Resource Package.
• Picker Improving Compassionate Care. Please note you will be required to register to download the resource
• What matters to you.
• Stories on the importance of asking what matters.
• Personal outcomes discussions.
• CollaboRATE tool to measure impact of shared decision making.
• Realistic conversations: shared decision making in practice NHS National Education for Scotland module. Please note this link will require a log-in to TURAS.
• Health literacy training. Please note this link will require a log-in to TURAS.
• Teach-back.
• Chunk and check.