Using Feedback and Lived Experience to Strengthen Person-Centred Planning in ABI Services
Feedback and lived experience are critical to ensuring that person-centred planning in acquired brain injury (ABI) services remains meaningful, responsive and effective. While plans may be well structured, they must reflect the real experiences of individuals and those who support them. Commissioners and inspectors increasingly expect providers to demonstrate how feedback informs planning and drives improvement. For broader context, this article should be read alongside Person-Centred Planning & Strengths-Based Support and ABI Service Models & Pathways.
In ABI contexts, gathering feedback can be complex due to communication difficulties, fluctuating capacity and cognitive impairment. Providers must therefore use creative and flexible approaches to ensure that voices are heard and acted upon.
Why feedback is essential in ABI services
Feedback provides direct insight into how individuals experience support. It helps providers understand what is working, what needs to change and how planning can be improved.
Without feedback, planning risks becoming provider-led rather than genuinely person-centred.
Commissioner and inspector expectations
Commissioner expectation: Evidence of involvement and responsiveness. Commissioners expect providers to demonstrate how feedback influences planning and service delivery.
Regulator expectation (CQC): Listening to and acting on feedback. Inspectors expect providers to gather feedback and show how it leads to improvement.
Gathering feedback from individuals with ABI
Providers must adapt their approaches to gathering feedback to meet the needs of individuals with ABI. This may involve simplifying communication, using visual tools or allowing additional time.
Operational example 1: Adapted feedback methods
An ABI provider introduced a range of feedback tools, including visual aids, simplified questionnaires and one-to-one discussions. Staff were trained to support individuals in expressing their views.
This approach increased engagement and provided more meaningful feedback.
Involving families and advocates
Families and advocates often provide valuable insight into the individual’s preferences, history and experiences. Their involvement can strengthen planning and support better outcomes.
Operational example 2: Structured family feedback processes
A service introduced regular feedback sessions with families and advocates, focusing on experiences of care, communication and outcomes.
Feedback was documented and incorporated into planning and review processes, improving alignment and trust.
Using feedback to inform planning
Feedback must be actively used to inform person-centred planning. This ensures that plans remain relevant and responsive.
Operational example 3: Feedback-driven plan updates
An ABI provider implemented a system where feedback was reviewed alongside plans during regular reviews. Changes were made based on identified themes and individual preferences.
This ensured that planning reflected lived experience and supported continuous improvement.
Embedding feedback into governance systems
Providers must ensure that feedback is captured, analysed and used at both individual and organisational levels.
This includes:
- Regular analysis of feedback data
- Identification of trends and themes
- Reporting to management and governance structures
Embedding feedback into governance strengthens accountability.
Evidencing the impact of feedback
To meet expectations, providers must demonstrate how feedback leads to change. This includes:
- Documented changes to plans and practice
- Evidence of improved outcomes
- Communication of actions taken
Clear evidence supports inspection outcomes and commissioning relationships.
Feedback as a driver of quality
In ABI services, feedback and lived experience are essential for maintaining truly person-centred planning. Providers that embed feedback into their systems demonstrate responsiveness, accountability and a commitment to continuous improvement, supporting high-quality, inspection-ready care.