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Real Care Deal Principles

Trust and Transparency

We will deliver what we say. We are committed to building honest and trusted relationships. This means that people who need care and the providers who deliver it will know what to expect and can be sure that we keep our promises.

When a public body makes a contract with a company, most of it should be shared with the public. But some parts can be kept secret if they include private business details and if keeping them secret is justified under what is called a ‘public interest test’.

Extracts from video archives

Below are selected extracts from our story archive of people discussing what trust and transparency means to them. 

Trust and Transparency Principles

PRINCIPLE: We will deliver what we say

It is everybody’s business to ensure that:
  • We will clearly say what we can do and show proof that we have done it.
  •  We will be honest about what we cannot do and explain why.
  •  We will be open to feedback and challenges.

PRINCIPLE: We will work hard to build trust so that people who need care and the people who provide it know what will happen and are sure the help will be delivered.

It is everybody’s business to ensure that:
  •  I can see my own information and decide who else can see it.
  •  I will know how much money there is to pay for my care and support.
  •  I can say how the money is used.
  • We give you the information you need about your health, social care, and housing without taking away your choices.
  •  We make sure you know your rights and what you are responsible for.
  •  We will trust service providers to try new ideas.

PRINCIPLE: We will have clear targets (KPI’s) that are co-produced with people:

It is everybody’s business to ensure that:
  • We will agree with service users and providers on clear targets (KPIs) that show how well we are doing.
  •  We will not ask providers for information that we do not look at or use
  • We will regularly check the services we fund to ensure that they are delivering what was expected.
  • We will ask for feedback from the people who use our services and the staff who work in them.

PRINCIPLE: A Learning Culture, Not a Blame Culture

It is everybody’s business to ensure that:
  • When I make a mistake, I will feel safe to admit it.
  • Our organisation will encourage our staff to speak up boldly when they notice something going wrong.
  • We are building a system where we do not automatically blame people. If someone does something very wrong, then fair action will be taken, but our main goal is to learn how to improve care and reduce harm.
  • We are open to trying different ways to help people reach their goals.
  • We will learn lessons from our mistakes so that they do not happen again.
  • We will share what we learn (without naming anyone) with other organisations, so everyone can help prevent similar problems.
“Commissioners should have human contact with the people who use the services”.
Real Care Deal Workshop - County Hall
Wokshop participant
Norfolk County Council Co-production event at County Hall, Norfolk