Promoting Person-centred Care at the Front Line

Abstract

This report documents the barriers and opportunities to thedelivery of person-centred support/care by frontline workers.Recent policy developments across the UK have highlightedthe importance of a more ‘person-centred’ approach withincommunity care services. Within this framework, however, littleattention has been given to the role played by frontline workersin limiting, facilitating or delivering on these policy imperatives.Understanding the roles and experiences of frontline workersis crucial in understanding how frontline care can be made more‘person-centred’. The views of service users are also key inunderstanding how to promote independence. This reportexplores frontline work within the context of service userexperiences, and identifies the structural barriers within whichfrontline workers function. It highlights the personal attributesand qualities that frontline workers bring to their role, and thesatisfactions and frustrations of their work.As well as reviewing the literature in this area, the studyconsulted frontline workers and service users about theirexperiences of providing and receiving care/support. Suchconsultation confirmed the findings of the literature review that,although there are examples of good and innovative frontline work,there are many structural obstacles to overcome for services tobe ‘person-centred’. The report will be of interest to serviceproviders, user organisations, service users and all those involvedin developing services for older people, disabled people and peoplefrom minority ethnic communities.

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