Delivering person-centred services

Catherine Needham

in Personalising public services

Published by Policy Press

Published in print July 2011 | ISBN: 9781847427601
Published online March 2012 | e-ISBN: 9781447302957 | DOI:
Delivering person-centred services

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This chapter looks in detail at the experience of social care, where the implementation of personalised approaches is furthest advanced. It considers what the messy complexity of front-line experience can tell us about the relationship between a transformational narrative and the practice context. The chapter discusses how initiatives such as personal budgets in social care are shaping practice. Although personalisation is an approach mandated by national policy priorities, the chapter draws out the variability of local practice within statutory as well as voluntary and private-sector bodies. It highlights the ways in which personalisation intensifies the importance of front-line practice to policy development, since services are not only delivered but also brokered, commissioned, and managed at the frontline. The fiscal context is important here: at a time of major cuts in public service expenditure, commissioners must resolve tensions between rationing resources and offering bespoke services.

Keywords: social care; front-line practice; policy development; public service expenditure

Chapter.  8970 words. 

Subjects: Organizations

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