‘Care staff had consulted with people and their relatives about the care they wanted to be provided and had recorded the results in an individual care plan. These care plans were electronic records that could be accessed by people and their relatives. In addition to this, parts of the care plans presented information in an accessible way using graphics and diagrams. These arrangements helped people and their relatives to contribute to decisions about the care provided. The care plans had been regularly reviewed by care staff to make sure that they accurately reflected people’s changing needs and wishes. When doing this care staff made use of the feedback people could give each time they received care. People could do this by entering their views directly into the hand-held devices that care staff used to access the care planning system.’
