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More about personalised care

Our vision is for all Londoners to be more actively involved in their health and wellbeing and make decisions based on ‘what matters’ to them and what they really need.
Personalised care means people have choice and control over the way their care is planned and delivered.

Positive experiences between individuals and the health and care system are the key to achieving better relationships and increased use of care and support services locally. Making it easier for people to be more proactive and better connected.

Londoners do not always feel listened to or involved in decisions about their own health. Although there is strong recognition that the health and social care system is very much part of our society, people do not feel involved in it.

Historically, services have been designed by policymakers or service providers, and often do not reflect the needs of local populations. A one-size-fits-all health and care system simply cannot meet the increasing complexity of people’s needs and expectations. Personalised care takes a whole-system approach, integrating services around an individual, including health, social care, public health and wider services. Recognising the contribution of and utilising local communities and the voluntary and community sector to support people and build resilience.

Personalised Care is one of the five major, practical changes to the NHS. The NHS Long Term Plan is clear the time has come to give people the same choice and control over their mental and physical health that they have come to expect in every other part of their life. Chapter one of the NHS Long Term Plan makes personalised care business as usual across the health and care system.
To support this in practice, NHS England published the Universal Personalised Care: Implementing the Comprehensive Model, which sets out the details of the six, evidence-based standard components, and 21 actions to achieve its systematic implementation, right across the country. Implementation will be guided by delivery partnerships between NHS organisations, local government, the voluntary and community sector and people with lived experience.

The six components of the Comprehensive Model for Personalised Care are:

  1. Shared decision making
  2. Personalised care and support planning
  3. Enabling choice, including legal rights to choice
  4. Social prescribing and community-based support
  5. Supported self-management
  6. Personal health budgets and integrated personal budgets

The personalised care operating model

The Personalised Care Operating Model shows how all the various components work together to deliver a joined-up approach around the needs of each individual. The model seeks to deliver:

  • Whole-population approaches to supporting people of all ages and their carers to manage their physical and mental health and wellbeing, build community resilience, and make informed decisions and choices when their health changes.
  • A proactive and universal offer of support to people with long-term physical and mental health conditions to build knowledge, skills and confidence and to live well with their health conditions.
  • Intensive and integrated approaches to empowering people with more complex needs to have greater choice and control over the care they receive.



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