Why things need to change

Case study part two

Why change 01

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Why change 02

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What matters to the individual (or their outcomes) should always be a priority for services. However, complicated systems too often result in the needs of services being prioritised over the outcomes important to the individual who uses the service. The video clips in this section show two contrasting examples of an older man called Ken moving into a care home. Ken is welcomed warmly in both instances, but subtle differences in how Ken is treated make a significant difference to him.

Watch both versions of the scene above and enter your reflections in answer to the three questions that follow below (you'll be able to print your reflections for future reference).

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Question 1 of 3
What more do we know about Ken after the second version of this scene?
  • Ken’s feelings – he's unsure what his life will be like from now on
  • His past – his wife Margaret was the person he shared everything with
  • His family – he wants to stay in touch with his son and family in Australia
  • His interests – Ken is a scrabble player
  • His wishes – to keep up his walking
Question 2 of 3
How can Jeannette use what she already knows about Ken to make a difference to his life at Southinch?

She can immediately make sure that his family know where he is and that he has a way to stay in touch with them. This will make him feel safer.

Knowing Ken’s interest in scrabble means that Jeannette can link him in with other scrabble players in the home so he may be more likely to get to know people he has something in common with.

Having seen in the hospital that Ken wants to keep walking, Jeannette can put a plan in place to maintain his mobility safely. This will promote his flexibility, maintain his independence and may avoid an incident in which he suddenly tries to walk by himself and has a fall. By this becoming a shared goal, they can work together to maximise his capacity and minimise risks.

Question 3 of 3
Write a statement to describe your own strengths in supporting people to live their life to the full.

As a worker in this sector you will have already have qualities and skills that are essential for supporting people in a person-centred and outcome-focused way. This may include being a good listener, being an enabler, respecting a person’s individuality, maturity, life experience, common sense, motivation, having a sense of humour, sensitivity, tactfulness, patience, honesty, the ability to keep information confidential, and assess and respond to people and situations quickly and appropriately.


Key documents

  • Brief Guide for Staff

    This brief guide uses words and diagrams to explain what is meant by outcomes as well as providing a summary of what difference it makes to focus on outcomes.

  • Talking Points in Care Homes Framework

    This document is based on learning from research and practice about what is important (outcomes) to people in care homes.

  • Key Messages

    This document sets out in a bit more detail the key messages about implementing an outcomes approach in health and social care. It includes messages about the difference it makes to service users and carers, as well as to managers and to organisations.


Key video