People who use care services say: 'Don't just ask for our views, act on what we say'

27 March 2006

People who use social care services say that they don't just want to be asked for their views about the services they use – they want to see their lives changing for the better as a result.

A new report by the Commission for Social Care Inspection, Real voices, real choices – the qualities people expect from care services, sets out the issues that matter most to people who use care services. The report is based on a series of public consultation events carried out by CSCI with adults, in which people had the opportunity to tell the Commission about the issues that concern them most.

Launching the report today at the Social Services Research Group Annual Workshop in Oxford, CSCI Chair Dame Denise Platt will say:

"Social care is about people, not systems or structures. There is no point in reforming services if the things that matter most to the people who use them remain unchanged.

"People who use care services are very clear about what they want – they want the choice to decide where and how to live their lives, they want services that help them fulfil their potential and achieve their aspirations, and they want to have a say in how services are delivered.

"It's not enough simply to ask for people's views and tick the 'consultation' box. The onus is on commissioners and service providers to listen to what people say, and act on it to make people's lives better."

'Real voices, real choices' identifies eight key qualities that people expect from care services:

• Choice – People want real options, and support to help them make decisions.
• Flexibility – Treating people as individuals means that services must be flexible enough to meet individual needs.
• Information – People want detailed information about the options available to them, and they want this to be explained by another person where necessary – they do not just want a list of care homes.
• Being like other people and taking risks – People using social care services want the opportunity to 'be like other people', which includes taking everyday risks such as making choices or taking control of a situation.
• Respect and being heard – People say that showing respect means making the effort to hear what is being said and acting on it.
• Fairness and non-discrimination – Being treated fairly is a basic right, yet many people who use care services complain of routine discrimination.
• Cost and value – The cost of care can make people feel anxious and insecure. People expect to receive value for money – this applies just as much to people who fund their own care as it does to councils.
• Safety – People have the right to live free from abuse in any shape or form.

People who use care services also told CSCI that they want inspectors to see services as they really are and they want inspection reports to be easily available to the public.

In future, CSCI will expect councils to demonstrate through their performance assessment framework that the services they commission reflect the qualities that people expect. CSCI is also modernising its own inspection process to assess more effectively the extent to which regulated services reflect these qualities.

Ends

Notes for editors

1. For copies of the report Real voices, real choices – the qualities people expect from care services, please visit www.csci.org.uk

2. The CSCI is the single inspectorate for social care in England, responsible for regulating and inspecting all social care providers – whether in the public or independent sector.

3. The Commission's primary aim is to improve social care by putting the needs of people who use care services first.

4. The Commission is chaired by Dame Denise Platt DBE and has five Commissioners. The Chief Inspector is David Behan CBE. CSCI staff work across nine regions in England – aligned with the government offices of the regions.