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Personalising public servicesUnderstanding the personalisation narrative$
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Catherine Needham

Print publication date: 2011

Print ISBN-13: 9781847427601

Published to Policy Press Scholarship Online: March 2012

DOI: 10.1332/policypress/9781847427601.001.0001

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Delivering person-centred services

Delivering person-centred services

Chapter:
(p.87) Chapter 6 Delivering person-centred services
Source:
Personalising public services
Author(s):

Catherine Needham

Publisher:
Policy Press
DOI:10.1332/policypress/9781847427601.003.0006

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

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