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Using the outcomes approach

How to use an outcomes approach in Information, Advice and Assistance (IAA) services

The principles of the Social Services and Well-being (Wales) Act 2014 include:

  • an emphasis on promoting well-being
  • a preventative approach
  • greater voice and control for the individual
  • working co-productively with individuals and their families and friends.

The IAA service makes an important contribution to meeting these principles. In particular, the ‘what matters’ conversation sets the scene for establishing positive relationships with people which are based on co-production.

Conversations in the IAA services will focus on helping people to think about their circumstances identify their strengths and those of their family and community and consider how well-being can be supported.

We’ve developed a training pack for people working in IAA Services to help them have better conversations:

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Skills based resource pack: ‘Better Conversations’ in Information, Advice and Assistance Services
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Skills based resource pack - PowerPoint slides
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Skills based resource pack for managers: ‘Better Conversations’ in Information, Advice and Assistance Services
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Skills based resource pack for managers - PowerPoint slides

Using an outcomes approach in home care

People in Wales, including those with complex care and support needs, want to live in their own homes and communities with the support they need, when they need it. Domiciliary care is one way of supporting people to stay at home.

We’ve developed a training resource to help domiciliary care staff take an outcomes-focused approach to their practice.

The resources are designed so they can be used in any order and might be useful for: supervision, team meetings, training and peer support.

The resource can also be used to support staff who are undertaking the All Wales Induction Framework for Health and Social Care (AWIF). We have identified where they align with the AWIF in the guide.

Contact us for the full downloadable pack.

Please note: If you're unable to view PowerPoint presentations through Internet Explorer try 'saving' the document to your desktop to view.

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Domiciliary care learning resource: brief overview (bilingual document)
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Domiciliary care training - full guide
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Delivering outcomes - Chapter 1.1 – Understanding Outcomes
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Delivering outcomes - Chapter 1.2 – Recording and monitoring outcomes
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Delivering outcomes - Chapter 1.3 – Linking up with the National outcomes framework
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Having a good conversation - Chapter 2 – What matters conversation
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Positive risk and shared decision making
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Personal stories about balancing rights, risk and responsibilities

Using an outcomes approach with carers

There are at least 370,000 carers in Wales. At 12 per cent of the population, Wales has the highest proportion of carers in the UK, and many of them provide more than 50 hours of care a week. The 2011 Census tells us there are over 30,000 carers under 25 in Wales, and 7,500 of these are under 16.

According to the Social Services and Well-being (Wales) Act 2014all carers with a support need themselves have a right to an assessment. The assessment must consider the outcomes the carer wants to achieve, which is why you need to have a ‘what matters’ conversation right at the start of your interaction with them.

We’ve developed a toolkit of four resources to help practitioners:

  • assess carers’ support needs, the resources will help practitioners carry out good quality carers’ assessments and will guide practitioners in working with carers and families to
  • find out what really matters to them
  • enable them to achieve their outcomes.

Please note: If you can’t view PowerPoint presentations in Internet Explorer, try 'saving' the document to your desktop to view.


Resource A is a training manual giving information and guidance to trainers running formal sessions for practitioners:

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Assessing Carers’ Support Needs - Resource A – Training Manual


Resource B is a slide pack to help trainers develop training sessions:

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Assessing Carers Support Needs - Resource B – Training Slides


Resource C is a reflective workbook for practitioners who have not had a formal training session:

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Assessing Carers’ Support Needs - Resource C – Practitioner Self-Training Workbook


Resource D is a practitioner toolkit which brings together a number of practice tools in one place:

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Assessing Carers’ Support Needs - Resource D – Practitioner Toolkit