Finding Out What's Important: Client One Page Profiles

Name of the organisation: Family Mosaic

Contact person: Tina Edwards


Phone: 01243 468030

Personalisation Activity:  Developing client one page profiles

Who was involved?

The team and customers


Client one page profiles are being incorporated into support reviews with older people in sheltered housing.  The approach is being gradually introduced, initially with new customers moving in giving an opportunity to build rapport, then with existing customers when support is reviewed.  The one page profile captures the customer's life story, what and who is important to them and what their interests are.

Time frame:

The approach was introduced in May 2014.

What evidence have you had this has improved outcomes for individuals using services?

This has given the customers opportunities to speak about their life and the support plan is thus recorded through their own eyes and words.  The process is more individual with discussing what is important to customers, rather than dominated by health issues and risks.

How this resulted in improved outcomes for the service itself?

We have found this enables us to be more effective at achieving commissioner required outcomes.

What challenges did the organisation face? How were these resolved?

Some customers are very private and independent and saw the form as yet another piece of paper to complete with support staff.  Our support plans are similar in that it gives the customers the opportunity to speak about hobbies/family etc, so in their opinion it was duplicating work.  Some questions could be seen as too personal for a customer who has just moved in who doesn’t know the support worker that well, so trust barriers were evident in some cases.  The staff worked hard at establishing relationships and using this as an opportunity to have a conversation about who the clients are and what was important to them. 

Some customers didn’t know what to say so some encouragement was given to them and a few examples along with way.  There are still apparent barriers but as time goes on we believe customers will adjust to the change.

Are there any resources or top tips to share?

Make sure you have front line staff on board from the go get as this will drive forward the work