NLC - Tenancy Support Service South

1. The service should strengthen how it gathers, analyses and uses feedback from people using the service, and clearly demonstrate how this information informs service development and improvement. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: 'I am actively encouraged to be involved in improving the service I use, in a spirit of genuine partnership' (HSCS 4.7); and 'I am supported to give regular feedback on how I experience my care and support and the organisation uses learning from this to improve' (HSCS 4.8).

1. The service should improve the quality, consistency and use of assessment and personal planning, to ensure that care and support plans clearly reflect people’s outcomes, wishes and changing needs, and are used as effective tools to guide care and support. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: 'My personal plan (sometimes referred to as a care plan) is right for me because it sets out how my needs will be met, as well as my wishes and choices' (HSCS 1.15); and 'I am fully involved in developing and reviewing my personal plan, which is always available to me' (HSCS 2.17).