Working together: Why person-centred care is crucial

Person-centred care is a fundamental part of what we do.

It places the service user at the heart of decision-making when it comes to how they want their care to be delivered and when, always keeping what matters to them at the centre of their care plan.

This can be anything from whether the service user prefers a bath or a shower, and when, what clothes they like to wear, what time they prefer to eat and what food they enjoy, to having their hair washed, places they like to visit, or what time they wish to wake up.

The words dignity and respect are regularly used in the healthcare sector – and rightly so.

When providing complex care to individuals in their own homes, this becomes even more important as we strive to meet their needs and understand how they would like their care to be tailored to complement and enhance their lives.

Service users have their own values, beliefs, preferences, cultures and requirements.

What you might think is important as a healthcare professional, they may not.

Joined-up working ensures they are the figurehead of their care and the medical professionals meet their needs.

In a hospital setting, the drug round could be done at 8am, everyone has their breakfast and is up and dressed at the same time – that’s organisational care, not patient-centred care.

There is an institutional routine because there has to be due to the volume of patients and care provided, although patient-centred care still features in these settings.

We receive an assessment plan from social workers and visit the service user with our own assessment documentation, asking them what their needs and preferences are.

If they’re unable to vocalise their wishes, we speak to their family members and describe colours of clothing, for example, so the individual can still be involved and make choices.

This may sound simple and common sense but it is often something which is overlooked.

Patient-centred care also means treating individuals with the respect and dignity you’d hope to receive, and it’s part of NHS England, the Care Quality Commission (CQC) and Nursing and Midwifery Council’s recommendations.

We pride ourselves on the fact we always work towards these principals and always strive to maintain the individual’s independence and identity.

We fit into their household routine and, as always, communication is key in getting care right.

We encourage service users to ask questions and raise any concerns, and we have regular check-ins with them to make sure the care they’re receiving is matching their expectations.

We’re always listening and doing everything we can to ensure their care plan runs as smoothly as possible, fulfilling their wishes.

If someone is looking after you the way you want to be looked after, you’ll be happier with the service you’re receiving.

If you’re delivering on promises, you’re building a better relationship with the service user and growing trust, which is vitally important.