Customer Involvement & Co-Production

Our strategy is woven into the fabric of our care; from the moment you join us. We actively seek out customer perspectives to shape our services, ensuring they are not only high-quality but also deeply relevant to individual needs. Our core principles are built on:

• Person-Centred Care and Support Planning: Every plan is a collaborative effort, focusing on individual needs and goals.
• Active Co-Production: We work together to design and improve services, with our customers as key partners.
• Meaningful Participation: We provide opportunities for everyone to have a say in their care and our organisation's development.
• Quality Assurance: All our processes, from care planning to feedback, are compliant with Care Quality Commission (CQC) regulations.
  

We have established clear standards to ensure your voice is heard and valued.

From the Start:

• We'll identify your preferred communication method upon admission, ensuring information is always accessible.

• You'll receive an accessible information pack about our services and how to raise any concerns.

• Noticeboards, both physical and digital, will keep you informed on all relevant updates.

• Regular care and support plan reviews that put you in the driver's seat.

• Group meetings and surveys for you, your family, and advocates to provide feedback on service delivery.

• Social events and activities designed to build community and gather insights in a relaxed setting.

• Real-time feedback mechanisms like suggestion boxes and technology-enabled feedback tools.

• You will be consulted on all key matters, from the recruitment of new staff and their training to any changes in your home.

• Our management and trustees conduct regular visits to services to listen to feedback and ensure our standards are met.

• We will train and employ customers as 'Experts by Experience' to review and improve our policies, including safeguarding and complaints management.

We believe that this active partnership is the key to delivering the best possible learning disability and mental health support in Essex, Suffolk, and London. Our commitment to co-production and customer involvement is what makes our care services different.