Key question

Responsive

Services are organised so that they meet your needs.

What people said matters to them

“I statements” from the draft framework, verbatim.

I have care and support that is co-ordinated, and everyone works well together and with me.
I can get information and advice that is accurate, up to date and provided in a way that I can understand.
I am encouraged and enabled to feed back about my care in ways that work for me and I know how it was acted on.Illustrative example, not an official TLAP statement
I can get information and advice that helps me think about and plan my life.

Is care co-ordinated and delivered in a flexible, joined-up way that reflects diverse needs and promotes choice and continuity?

Are people supported to give feedback and raise concerns, and are they confident that action will be taken as a result?

Does the service ensure that everyone can access equitable and timely care, support and treatment?

Access to services
Accessible premises and equipment
Reasonable adjustments and communication needs (as they relate to access, including sensory needs)
Digital exclusion (communication barriers)

Does the service tailor people's care, support and treatment effectively, to ensure equity in experiences?

Barriers experienced during care, support and treatment
Inequalities in experience
Reasonable adjustments and communication needs
Equality and human rights duties and obligations in relation to service design and delivery
Experiences of people and communities whose voices are seldom heard
Accessibility, transparency and communication
Translation and interpreting services