Essential information

‘Making it Real’

‘Making it Real’ sets out what people who use services and carers expect to see and experience if support services are truly personalised. It is a set of ‘progress markers’ – written by real people and families – that can help an organisation to check how well they are doing towards transforming adult social care. The aim of ‘Making it Real’ is for people to have more choice and control so they can live full and independent lives.

The Isle of Wight Council signed up to ‘Making it Real’ in November 2012 and now holds a yearly workshop to identify the top three priorities for those people on the Island who use services and their carers. People involved in the workshops represent multiple client groups as
service users, carers and those who fund their own care and support. The Council develops an action plan based on the priorities identified and works to improve on
these areas.

For more information please visit the ‘Making it Real’ website:

‘My Life a Full Life’

‘My Life a Full Life’ is a new initiative on the Island where health professionals, including GPs, social care professionals and voluntary sector organisations are looking at new ways of working together to deliver coordinated care and support for people on the Island.

People will have access to more information and advice to help them plan their care needs and to keep themselves healthy and well, they will have to deal with fewer people to secure the right kind of care and more choice about the kind of care and support they receive. They will also be able to get more of their support locally, from a greater variety of sources.
For more information please visit:

Why your views are important

All organisations need to know how they are performing.

They are happy to receive your feedback on their services whether they are compliments or complaints. Feel free to tell them what you think and your comments can be used constructively to improve the service.

If you use a home care agency or move into a care home, you should feel able to complain about any aspect of your life which affects your happiness or comfort. This might be anything from the way you are treated by staff to the quality of the food you are served. You should also feel free to make comments and suggestions about possible improvements to your surroundings and the services provided.

Making a complaint should not be made difficult for you and should not affect the standard of care that you receive whether in your own home or in a care home or care home with nursing. Care services are required under national essential standards of quality and safety to have a simple and easy-to-use complaints procedure.

If you are concerned about the care that you, a friend or a relative is receiving, it makes sense to speak to the manager of the service about your concerns before you take any further action. The problem may be resolved quite easily once they are made aware of it. However, if you need to make a formal complaint, you should initially contact the registered owners of the service. They have a duty to respond to any complaints made.

If your complaint is about a breach of regulations, contact the Care Quality Commission at:

If the Council has arranged and funded care and support for you, another option is to speak with your care manager or the department’s designated complaints manager (call: 01983 821000) or visit: