The Values

Before changing the way community health services work, or what services are available, we must agree The Values – or standards – that the new services must deliver.

Values are the things you care the most about and if we didn’t make them happen then the service would fail.

Because they are so important we build everything else around them, which is why we start by asking what you value.

So, if you told us that being listened to and cared for were two things you strongly valued then we have to make sure that every community health service you use listens to you and makes you feel cared for.

That means that if we plan and buy (commission) a really speedy service that sees hundreds of people in a day but is run by robots – instead of real nurses – who don’t listen and who don’t care about your feelings then we haven’t achieved your very first value: ‘I want to feel listened to and cared for.’

We start by asking you what you value – to be listened to – and then make sure that The Model and The Outcomes we develop meet this standard.

I want…

  1. To feel listened to and get the care I need
    for me and my family.
  2. Health professionals who are passionate about working with young people
    and who use their enthusiasm to make me feel important and listened too. And, where possible I’d like to be seen consistently by the same health professional - starting from scratch with a new doctor or nurse each time undermines my confidence in the care I’m getting, and it worries my family too.
  3. To be kept in the loop
    Good communication is really important to me so that everyone involved in my care has all the information they need, when they need it.
  4. Organised care co-ordinated by one person
    A key worker, so that me and my family know who to contact with questions, concerns or changes to my health or the way I feel.
  5. Community health services to be provided locally
  6. Shorter waiting times
    So that my family and I are not kept waiting and worrying.
  7. Help sooner
    My parents and I don’t want to wait for a diagnosis (or for me to get worse) before I can get help.
  8. A choice of appointments at suitable times of the day
    Appointments during school, college and work hours are really tricky. I’d like more practical time slots and a wider choice of locations.
  9. Services that are available at night, at weekends and on bank holidays
    So that I can get a quick response without having to use 999 or A&E when I need urgent help.
  10. To know exactly what each service does so my family and I know which service to use
    I would like a directory of children and young people's services to be available.
  11. To know that information about me is only shared with my agreement, unless my safety is at risk
    or if I’m too young (or unable to agree this myself); only ever shared with my parents or carer’s consent.
  12. To be able to help myself
    I want to know how best to take care of myself, and my parents want to know that too. If we know more about my health condition then we feel safer, and if we feel safer we feel in control and less likely to call 999 or go to A&E.
  13. Specialist training for the people looking after me
    I’m not the same as anyone else and my family is not the same as everyone else’s. I’d like the health services supporting me to understand and value difference
  14. It has to be easy to get the information we need
    Going around in circles trying to get answers is exhausting. Make it easy for me to stay informed and be empowered so that I can be more active in my own care.
  15. A voice
    Give me more suitable ways to feedback on services I use so that I can influence how they develop and improve. My family would probably like the same too.
  16. Stronger links with education, social care and adult services
    So that community health services are delivered in schools and homes and that all the health professionals (no matter which organisation they are part of) work as a team to care for me.
  17. To feel ready for change (even good change!)
    Keep talking to me and my family so that we know what is happening next, what to expect and are prepared for change.
  18. Services that are connected to each other
    and that are delivered as locally as possible so they can join up easily with each other.
  19. To be understood
    We don’t all come from the same place, have the same views, or believe in the same things. I’d like health services to have a good understanding of different cultures of the communities they work with.

The model