1. Changing landscapes, changing
expectations
Dr Marc Bush
Director of Policy & Intelligence

2. Health and social care matters
At some point in our lives, we all need care, support or treatment.
• The NHS sees 27,000 patients every hour
• Over a million disabled and older people, and 67,000 children and young
people receive care and support from their local council
• Over 5 million adults and over 166,000 children and young people provide
unpaid health and social care to older and disabled family or friends.
Demand is growing because of our ageing population.
People need to know what they can expect from health and social care so
they can stay as healthy and independent for as long as possible.

3. Health and social care is changing
The health and social care systems are going through a period of significant
change (Health & Social Care Act, Care Bill, Children & Families Bill)
The new system is complex and the public remain puzzled by these changes.
• Almost 70% of people still feel like they don’t know enough about the
changes that are taking place and how they will be affected by them.
• Many of us still don’t know where to go if we have a problem, with 61% of
us saying that providing feedback on services needs to be made easier.
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4. Satisfaction is NOT the whole story…
On the surface:
7 out of 10 of us believe we get a good quality service from the NHS and social
care providers.
And most of us say we are satisfied with the treatment (61%) and care (90%)
we get.
But digging deeper with the public we found that:
• A shocking 1 in 3 of us have experienced, or knowing someone who has
experienced, a serious mistake or abuse, leaving many of us with a deep
concern over basic safety standards.
• Despite this, more than half of us who have experienced a problem with
health or social care in the last three years did nothing to report it.
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5. People’s expectations are changing

6. Mapping human values:
The human value structure across 68 countries in the majority and developed world and based on a
weighted sample of 64,271 people.

7. Our vision for rights in health and social care
We have been working with the public, and people who use services, to
apply consumer rights to health and social care for the first time.
1. The right to essential services
2. The right to access
3. The right to a safe, dignified and high quality service
4. The right to information and education
5. The right to choose
6. The right to be listened to
7. The right to be involved
8. The right to live in a healthy environment