We make sure we provide a great service by:

• Recruiting the right people based on PIPS values, the people who use the service will be involved in the recruitment of staff.

• Our Key Performance Indicators reflect the positive outcomes expected in people’s lives to live an inclusive valued life within the community.

• We will use trained quality checkers, supported by an outside agency to check our services against the 7 keys to citizenship model.

• We will get feedback from the people who use our services using questionnaires and a monthly meetings.

What is good support?

PIPS worked closely with the service user reference group part of Tees Esk & Wear Valleys NHS Foundation Trust learning disability service, which is supported by Skills for People.

The reference group gave their perspective of what quality support meant to them:

• I know that they are really listening to me
• They don’t rush me – they go at my pace
• They help me to make choices
• They find out about me
• They don’t treat me like a naughty child
• They try to understand what I do and why I do it
• Treat me with respect
• Takes the trouble to explain things properly
• Treat me the way they would want to be treated
• Be able to explain things in the way I need – using things like pictures
• Be happy not to be the boss
• I want to be able to say if I’m not happy about something and for you to take it on board without getting huffy
• I want to feel that you want to do the job and you like doing it
• When I need comfort, you’ll give it
• Be able to think about things …………
• I want to feel safe with you
• Keep calm in a crisis