Edinburgh Napier University

  This report documents the barriers and opportunities to the
delivery of person-centred support/care by frontline workers.Recent policy developments across the UK have highlighted
the importance of a more ‘person-centred’ approach within
community care services. Within this framework, however, little
attention has been given to the role played by frontline workers
in limiting, facilitating or delivering on these policy imperatives.
Understanding the roles and experiences of frontline workers
is crucial in understanding how frontline care can be made more
‘person-centred’. The views of service users are also key in
understanding how to promote independence. This report
explores frontline work within the context of service user
experiences, and identifies the structural barriers within which
frontline workers function. It highlights the personal attributes
and qualities that frontline workers bring to their role, and the
satisfactions and frustrations of their work.
As well as reviewing the literature in this area, the study
consulted frontline workers and service users about their
experiences of providing and receiving care/support. Such
consultation confirmed the findings of the literature review that,
although there are examples of good and innovative frontline work,
there are many structural obstacles to overcome for services to
be ‘person-centred’. The report will be of interest to service
providers, user organisations, service users and all those involved
in developing services for older people, disabled people and people
from minority ethnic communities.