Evidencing Social Value Through Accessible Information in Adult Social Care

Accessible information is a practical social value measure because it affects whether people can understand services, make choices and take part in decisions that affect their lives. Providers working within the Social Value Knowledge Hub need to show how accessible communication improves involvement, confidence, safety and equality of access.

Strong providers use social value measurement and reporting to evidence what accessible information changes, while linking this work to social value policy and national priorities such as reducing inequality, improving wellbeing, strengthening participation and making public services easier to use.

In adult social care, accessible information may support care planning, complaints, health appointments, safeguarding, reablement, family communication, medication understanding, service changes and people’s rights.

What Accessible Information Means

Accessible information means presenting information in a way that people can understand and use. This may include easy read, large print, translated materials, audio, visual prompts, symbols, plain English, interpreter support, digital formats, video explanations or one-to-one supported discussion.

The social value comes from the outcome. A leaflet, form or easy read guide has limited value unless it helps someone understand, decide, ask questions, raise concerns or take part more confidently.

Why It Matters in Real Services

When information is not accessible, people may agree to things they do not understand, miss appointments, fail to raise concerns or feel excluded from decisions. Families and carers may also become frustrated if information is unclear or inconsistent.

Poor information can create avoidable risk. People may not understand medication changes, complaints routes, safeguarding concerns, service changes or reablement goals. Strong social value reporting should show how providers reduce these barriers in everyday practice.

What Good Looks Like

Strong services demonstrate accessible information through assessment, planning, staff competence, feedback and review. They do not assume one format works for everyone. They check whether information was understood and whether it changed participation or outcomes.

Providers should be able to evidence accessible materials, staff support, reasonable adjustments, feedback, review records, audit findings and governance oversight. This creates a clear line of sight from support model to action to outcome.

Operational Example 1: Making Reablement Goals Easier to Understand

Context: A reablement service found that some people did not understand why support tasks were being reduced. This caused anxiety and occasional complaints from families who felt support was being withdrawn too quickly.

Support approach: The provider introduced accessible reablement goal summaries using plain English, visual goal steps and weekly progress prompts.

Five practical steps:

1. Identify where people or families do not understand the purpose of support.
2. Rewrite goals in plain language linked to daily routines.
3. Use visual or written progress prompts during visits and reviews.
4. Record whether the person understands what is changing and why.
5. Review whether clearer information reduces anxiety and improves participation.

Day-to-day delivery detail: Staff explained goals during morning routines, showed progress visually and recorded questions raised by the person or family. Supervisors checked whether reductions in support were understood before they were implemented.

How effectiveness was evidenced: The provider evidenced fewer concerns about unexpected changes, improved participation in reablement tasks and clearer family feedback. This demonstrated social value through confidence, involvement and smoother recovery.

Deepening the Accessible Information Pathway

Accessible information should be built into the full service pathway, not produced only when a problem arises. Assessment, support planning, reviews, complaints, safeguarding, medication changes and transition planning all need accessible explanation where required.

Guidance on measuring social value outcomes in adult social care reinforces the need to connect action with impact. Accessible information should therefore be evidenced through understanding, involvement and better outcomes.

Operational Example 2: Improving Complaints Understanding in Residential Care

Context: A residential care provider found that residents and relatives knew complaints information existed, but many did not understand how to raise small concerns before they became formal complaints.

Support approach: The provider created plain English and easy read concern-raising materials, supported by resident meetings, family newsletters and staff prompts during reviews.

Five practical steps:

1. Check whether people understand how to raise concerns informally and formally.
2. Create accessible materials explaining who to speak to and what happens next.
3. Train staff to welcome concerns without defensiveness.
4. Record concerns, actions and feedback in a way that can be audited.
5. Review whether earlier concern-raising improves trust and responsiveness.

Day-to-day delivery detail: Staff used resident meetings to explain examples of concerns, managers followed up small issues quickly and family feedback was logged alongside actions taken.

How effectiveness was evidenced: The provider evidenced more early-stage concerns, faster resolution, fewer repeated frustrations and improved family confidence. This showed social value through transparency, responsiveness and trust.

Systems, Workforce and Consistency

Teams apply accessible information well when staff understand that information is only accessible if the person can use it. Staff need to check understanding, record preferred formats and avoid relying on written documents where discussion or visual support is needed.

Supervision should explore whether staff explain information clearly and record responses accurately. Handovers should include communication preferences, upcoming information needs and any signs that the person is confused or distressed. Managers should audit whether accessible information is used consistently across services.

This also supports commissioner confidence. Wider explanation of social value in public sector commissioning shows why providers need evidence that reduces inequality and improves practical access to services.

Operational Example 3: Supporting Health Appointment Preparation

Context: A community support provider supported people who missed or cancelled health appointments because appointment letters were difficult to understand and caused anxiety.

Support approach: The provider introduced accessible appointment preparation, including plain language summaries, visual calendars, question prompts and follow-up explanations after appointments.

Five practical steps:

1. Identify people who struggle to understand appointment letters or health instructions.
2. Convert key information into the person’s preferred format.
3. Prepare questions and reasonable adjustment requests before the appointment.
4. Record attendance, understanding, support needed and follow-up actions.
5. Review whether accessible information improves health access and follow-through.

Day-to-day delivery detail: Staff supported people to understand dates, locations, transport plans and what the appointment was for. After appointments, they helped record advice, prescriptions or next steps in plain language.

How effectiveness was evidenced: The provider evidenced fewer missed appointments, better follow-through on health advice and feedback that people felt more prepared. This demonstrated social value through prevention, health access and reduced inequality.

Governance and Evidence

Governance gives accessible information evidence credibility. Providers should maintain an audit trail showing what information was adapted, why it was needed, how staff supported understanding and what outcome followed.

Data may show reduced missed appointments, improved review participation, earlier complaints resolution, fewer repeated queries or improved feedback. Qualitative evidence explains confidence, understanding, dignity, involvement and trust.

Strong services demonstrate how accessible information evidence informs staff training, document design, quality audits, communication standards and service improvement. This creates a clear line of sight from support model to action to outcome.

Commissioner and CQC Expectations

Commissioners expect providers to evidence accessible information because it supports equality, involvement, prevention and better service access. They want to see that information is usable, not merely available.

CQC expectations focus on person-centred, responsive and well-led care. Accessible information evidence supports this when it shows that people understand their support, can raise concerns, are involved in decisions and receive information in ways that meet their needs.

Common Pitfalls

• Producing accessible documents without checking whether people understand them.
• Using one format for everyone regardless of need.
• Assuming family explanation replaces the provider’s responsibility.
• Failing to record whether accessible information changed participation or outcomes.
• Leaving accessible communication to one staff member rather than embedding it across teams.
• Reporting information availability without governance evidence.

Conclusion

Evidencing social value through accessible information in adult social care means showing how people understand, participate and act with greater confidence. Strong providers demonstrate this through adapted formats, skilled staff support, reliable records, feedback and governance that links information access to better outcomes. When accessible information evidence is strong, social value becomes visible in services that are clearer, fairer and easier to use.

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