Information & advice

Having the information I need, when I need it

I statements
What good looks like from the perspective of someone who draws upon care and support

I can get information and advice that helps me think about and plan my life.

I can get information and advice about my health and how I can be as well as possible – physically, mentally and emotionally.

I can get information and advice that is accurate, up to date and provided in a way that I can understand.

I know about the activities, social groups, leisure and learning opportunities in my community, as well as health and care services.

I know what my rights are and can get information and advice on all the options for my health, care and housing.

I know how to access my health and care records and decide which personal information can be shared with other people, including my family, care staff, school or college.

We statements
What people who work in care and support should be doing to make the I statements real

We provide free information and advice to everyone, including people who arrange or fund their own support and care.

We provide accurate and up-to-date information in formats that we tailor to individual needs, face to face if necessary.

We talk to people to find out how much information they want and follow up to find out if they want more detail.

We provide information and advice about health, social care and housing which is tailored to a person’s situation without limiting their options and choices.

We provide information and advice that reflects relevant law and/or clinical guidance.

We provide information to make sure people know how to navigate the local health, care and housing system, including how to get more information or advice if needed.

We make sure people know their legal rights and responsibilities.

We tell people about person-centred approaches to planning and managing their support and make sure that they have the information, advice and support to think through what will work best for them.

We provide information about what’s happening in our local community and how people can get involved.

We always include a contact name, telephone number and email address when giving advice or information electronically.

We make sure we share information about what we do and how people can access our service with other relevant organisations so we can all work more effectively.

We tell people about their rights to see their health and social care records and to ask for any mistakes to be put right.

We get permission before sharing personal information.

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Flexible & integrated care and support

When things need to change