Benefits:

Managers and staff can promote and achieve positive relationships and person centred ways of working with the person in providing their care and support and resolving their concerns and complaints. They know how to include the person’s relatives appropriately. They can access guidelines on best practice from valid sources to shape the care and support they give.

Participants: care staff, professional staff, team leaders, operational managers, trainers, activities co-ordinators

Learning outcomes: participants will be able to:

1. Differentiate between measures of good personal care from the resident’s perspective and those decided by staff alone.

2. Using the 360 Standard Framework Resident Outcome Standard for Personal Care, select an outcome measure, identify the staff process measures required to achieve it and the management structure/resources required that will enable staff achieve its delivery.

3. Describe how assessment of performance against the requirements of the 360 Standard Framework outcome standards helps to identify learning needs.

4. Describe how assessment of performance against the requirements of the 360 Standard Framework outcome standards helps to determine action to resolve underperformance.

5. Describe ways of involving the resident’s close relatives in achieving person centred care for their family member from the relative’s perspective.

6. Identify steps in action planning to achieve a quality improvement objective.

7. Identify a learning need and agree an action plan with a timescale for completion