• Personalisation is not just about spending a personal budget; the conversations you have with people are interventions in themselves.
  • The person is at the centre of everything we do with and for them. This means taking into account their individual wishes and needs, their life circumstances and health choices and being flexible and creative to achieve this.
  • Always focus on building on people’s strengths and what they want to achieve to live a good life.
  • Ensure that customers are supported to have choice and control over their support by thinking about the outcomes they want to achieve, rather than services.

December 2018: This chapter has been revised as a result of local review. In particular, Section 2, Making it Real is new.

1. Introduction

The Department of Health and Social Care defines personalisation as meaning ‘every person who receives support, whether provided by statutory services or funded by themselves, will have choice and control over the shape of that support in all care settings’.

Effective personalisation means that:

  • people and professionals work together to identify what is important to and for the person, and what strengths they and those around them have;
  • practitioners actively engage in a dialogue about how strengths and resources can be used;
  • where there are gaps or unmet needs, a personalised approach supports the person to make best use of the money and support that are available from the local authority;
  • interventions and / or service provisions are tailored to the needs of the person, improving opportunities for people to have control and choice over their care and support.

Think Local Act Personal (TLAP) provides resources and information about making personalisation a working practice for all of our customers. It is a national, cross sector leadership partnership focused on driving forward work with personalisation and community-based social care. TLAP brings together people who use services and family carers with central and local government, major providers from the private, third and voluntary sector, and other key groups. They work closely with members of the National Co-production Advisory Group (a network of over 20 people with lived experiences of care and support) to develop their work programme together.

2. Making it Real

Making it Real is a framework for how to do personalised care and support. It’s for people working in health, adult social care, housing, and for people who access services.

It is an easy to use, jargon-free set of personalised principles that focus on what matters to people. Making it Real is built around six themes. These describe what good looks like from an individual’s perspective and what organisations should be doing to live up to those expectations. It supports co-production between people, commissioners and providers.