Me and my fellow Londoners are at the heart of care. Everything is planned and delivered around our needs
We will have achieved this when…
I decide the goals I want services to help me achieve. I am supported to improve my own health and wellbeing and I can do this because care is planned and delivered around my needs.
Systems need to be guided by measures of people’s fundamental goals and preferences, for example wellbeing, quality of life, mobility, independence, social connectedness and confidence to manage. (National Voices 2020)
Those who lead healthcare organisations need to listen to the needs of patients and use this information to improve care. (Patient via online workshop)
Supporting self-management and behaviour change is key to everything. (Clinician, North London)
The team looking after me plan my care together with me. This means I am helped to understand my choices and rights and I am supported to make decisions about my care.
We need – The patient supported to make as many decisions about their care as they want. (Healthwatch Lewisham)
I work with my team to agree a care and support plan… I have help to make informed choices if I need and want it… I have regular reviews of my care and treatment, and of my care and support plan. (National voices: narrative of person-centred care)
I know what services are available to me and can get care at times and in places that are best suited to me, whether this is face to face, on the phone or online.
More control over booking appointments – Would be good to be able to book appointments online. Phone numbers often take a long time to get through. As a working parent I can’t always call during the day. (Patient via online workshop)
I need to know what is available and it has to be accessible. (Person with a long-term condition via focus group)
We need to redesign support around a patient’s home and help them to understand the local services they can access. (Manager, South East London)
– I know the people who are involved in my care and they have the time to listen and respond to my concerns. I feel that my voice is heard and that everyone is working with me.
Services need to be about the individual – do not want to feel like you are on the clock – it is not my problem that they are so busy. (Young mother via focus group)
I consistently see the same team of people who work with me and get to know me. (National voices: my life, my support, my choice)
I am looked at as a whole person – all parts of my physical and mental health are considered equally by those involved in my care.
If I am coming to you about my health please also look at my well-being. Everything needs to be linked up – physical health problems have an impact on your mental and emotional capacity. We need more holistic alternatives. (Young mother via focus group)
People’s mental and physical health problems are treated together: people with continuing mental illness and with learning disabilities receive regular physical health checks. (National voices 2020)
The role of my family, carers and those around me is recognised – they are supported to help me improve my health and wellbeing.
I want more support for and joined up working with carers. (Older person via focus group)
My carer/family have their needs recognised and are given support to care for me. (National voices: narrative person-centred care)