Ten key features

The Knowing the People Planning (KPP) toolkit is designed to help services assess how well they provide the key elements of good service provision, as identified by service users, their families and clinicians.

Below is a list of the ten key features of KPP, along with the aims of each feature.

1. Prompt access to services when needed

• Service users, their families and whanau are enabled to maintain contact with the service provider.
• Each service user has a relapse prevention plan focused on maintaining good health and prompt service access.

2. Treatment leading to discharge and self-management

• Personal growth is a service feature guaranteed by the provider and required of clinicians and social support services.
• The service user and clinician mutually agree on aims for the episode of care, including the timescale leading to discharge.
• There is commitment to the aim of recovery and enabling service users to be as independent as possible.

3. Personal assessment and treatment plans

• There is a mutually agreed plan for the episode of care, including the estimated length of time for its accomplishment.
• A personal assessment and treatment plan is identified for each service user which is reviewed at regular intervals.

• Appropriate medication is prescribed and monitored.

4. Relapse prevention plans

• Crisis response and relapse prevention is planned for.
• Service users are educated in how to recognise when things might be going wrong.

• Crisis services are alert and responsive to the specific needs of registered service users.

5. Continuity of care

• There is continuous contact during episodes of care.

• Clinicians make contact with service users whether or not they attend appointments.

6. Health treatment and advice

• Contact is established with a supportive general practitioner (GP) service for routine psychiatric medication along with attention to physical health problems.

7. Social support

• Assistance is provided in dealing with social problems, housing, income, work and needs assessment.
• Occupation, education, accommodation and social contact are reviewed as key aspects of the process of recovery.

8. Service accountability

• The service is responsible for ensuring a consistent approach across the service elements that service users may use in one episode of care.
• There is one care plan for all health and social support services.

9. Coordination of services

• The service focus encompasses both clinical needs and related social needs.
• The mental health service is recognised by all health and social agencies as the focal point for service coordination.

10. Service evaluation

• The service learns from the experience of clients.
• Service performance is routinely evaluated against the 10 key features.

Page last updated: 3 August 2009