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Further centralising the service user

We have improved the central role of the service user. This includes registrants understanding the importance of valid consent and effective communication in providing good care.


How we understand a service user’s consent has been evolving and our new standards ask registrants to take a wider range of circumstances into account when determining consent. Standards on confidentiality have also been strengthened and reference emerging technology implications.

Specific standards:

Relevant standards are across several different sections covering confidentiality, communication, quality assurance and EDI.

Registrants must:

  • 2.2: promote and protect the service user’s interests at all times
  • 2.5: respect and uphold the rights, dignity, values, and autonomy of service users, including their role in the assessment, diagnostic, treatment and/or therapeutic process
  • 2.6: recognise that relationships with service users, carers and others should be based on mutual respect and trust, maintaining high standards of care in all circumstances
  • 6.4: understand the need to ensure confidentiality is maintained in all situations in which service users rely on additional communication support (such as interpreters or translators)
  • 7.1: use effective and appropriate verbal and non-verbal skills to communicate with service users, carers, colleagues and others
  • 7.4: work with service users and/or their carers to facilitate the service user’s preferred role in decision-making, and provide service users and carers with the information they may need where appropriate
  • 7.5: modify their own means of communication to address the individual communication needs and preferences of service users and carers, and remove any barriers to communication where possible
  • 7.6: understand the need to support the communication needs of service users and carers, such as through the use of an appropriate interpreter 
  • 7.8: understand the need to provide service users or people acting on their behalf with the information necessary in accessible formats to enable them to make informed decisions
  • 8.1: work in partnership with service users, carers, colleagues and others
  • 8.5: identify anxiety and stress in service users, carers and colleagues, adapting their practice and providing support where appropriate
  • 11.2: gather and use feedback and information, including qualitative and quantitative data, to evaluate the responses of service users to their care
  • 11.5: evaluate care plans or intervention plans using recognised and appropriate outcome measures, in conjunction with the service user where possible, and revise the plans as necessary
  • 13.11: engage service users in research as appropriate


Expectations of registrants:

  • Registrants will already be offering care which is in the best interests of their service users
  • These changes ask registrants to broaden how they think about those interests, and where service user’s needs might require closer scrutiny
  • Every service user is unique, but registrants must be especially mindful of the needs of service users living with a disability or a health condition which impacts their ability to communicate
  • Registrants should consider what additional steps they can take to ensure that a service user remains fully involved in their care
  • Where a service user may not be able to be involved, registrants should document what steps they have taken to involve the service user’s carer, family member, and/or representative


Watch our #myhcpcstandards webinar on service user engagement:

Join our #myhcpcstandards webinar

#myhcpcstandards: Service user engagement
Tuesday 18 April 2023
Online, via Microsoft Teams
Page updated on: 23/11/2022