JARGON BUSTER “C”

CA – See CARERS ALLOWANCE

CALDICOTT GUARDIAN - A senior person who works in an NHS organisation or local council and is responsible for making sure that people’s personal information is kept confidential and is not shared with anyone who does not need to see it. The law says that all NHS organisations and councils that provide care and support must have a Caldicott guardian. The name comes from Dame Fiona Caldicott, who chaired a government review of confidential information in the 1990s.

CAMHS – See CHILD AND ADOLESCENT MENTAL HEALTH SERVICES

CAPABILITIES - What a person is able to do, what their strengths are, and what they might be able to do if they had the right support or assistance

CAPACITY - Also called ‘Mental Capacity’ means being able to make a decision at the time it is needed.

CAPACITY TO CONSENT - A person’s ability to agree that it is ok for something to happen or for them to do something. If a person has capacity to consent, they understand what they are being asked to agree to, and they are able to let people know whether they agree.

CAR CRASH EXPERIMENT (by Elizabeth Loftus and John Palmer 1974) - The car crash experiment aimed to investigate how leading questions could influence eyewitness testimony.

CARE ACT 2014 - A law passed in England in 2014 that sets out local councils’ duties and responsibilities around care and support for adults. These duties including promoting people’s wellbeing, preventing needs for care and support, providing information and advice, making sure there’s a good choice of care and support options, assessing and meeting people’s care and support needs and carers’ support needs, and safeguarding adults at risk of abuse or neglect.

CARE AND SUPPORT - The mixture of practical, financial and emotional support for adults who need extra help to live a good life – including older people, disabled people, people living with long-term illness or mental health challenges, and carers.

CARE AND SUPPORT PLAN - A plan that includes details of a person’s eligible care and support needs and how their needs will be met. It should describe how the planned care and support will help the person to do the things that matter to them, and that they identified in their assessment as being important to their wellbeing. The plan will include a personal budget, which is the amount of money allocated to a person to meet their care and support needs. The person should be fully involved in planning their care and support and offered support from an independent advocate if they need it. Their plan belongs to the person, but their local council will approve the plan to make sure that the care and support will meet the person’s eligible needs and help them live the life they choose to lead.

CARE CAP - A limit to the amount a person has to pay towards the cost of their care. A cap of £86,000 was due to be introduced in October 2023 but the reform was postponed until October 2025 in the government’s Autumn Statement in November 2023, and then scrapped by the government in July 2024.

CARE (EDUCATION) AND TREATMENT REVIEWS (C(E)TRs) - Care (education) and treatment reviews (C(E)TRs) are for people who have been admitted to a mental health hospital or for people who are at risk of admission. Their purpose is to make sure that people are only admitted to hospital when absolutely necessary and for the minimum amount of time possible. Care and treatment reviews (CTRs) are for adults and care (education) and treatment reviews (CETRs) are for children and young people. Care (education) and treatment reviews (C(E)TRs) are part of NHS England’s commitment to transforming services for people of all ages with a learning disability and autistic people.

CARE NEEDS ASSESSMENT - A thorough evaluation conducted by a healthcare or social services professional to determine an individual's physical, mental, and social care requirements

CARE PLAN - A plan for a person’s care and support, that sets out the person’s care and support needs and the support they require, and how the support will be provided.

CARE PROGRAMME APPROACH - Is a package of care for people with mental health problems. You might be offered CPA support if you; - have a severe mental health problem, or are at risk of suicide, self-harm, or harming other people, or tend to neglect yourself and don't take treatment regularly, are vulnerable – for example, because of financial difficulties, have misused drugs or alcohol, have learning disabilities, rely on a carer or you're a carer yourself, have recently been sectioned, are affected by difficult parenting responsibilities, have a history of violence or self-harm. If you have mental health problems, you're entitled to an assessment of your needs with a mental healthcare professional, and to have a care plan that's regularly reviewed. What do you get from the Care Programme Approach (CPA). You'll get a care-coordinator and a care plan. Your care plan is written down and sets out what support you'll get day to day and who'll give it to you. It might cover; - your medicines, help with money problems, help with housing, support at home, help to get you out and about outside your home. The care plan also outlines any risks, including details of what should happen in an emergency or crisis.

CARE QUALITY COMMISSION - An organisation set up by the government to make sure that all hospitals, care homes, dentists, GPs and home care agencies in England provide care that is safe, effective, caring, responsive and well-led. If a person is unhappy with their care and support, they can contact CQC to let them know. Although CQC cannot investigate complaints about an individual person’s treatment or care, it inspects services and will use any information it receives to help it decide what to look at during an inspection. The Health and Care Act 2022 gave CQC new powers to assess care and support at a local council and integrated care system level. This means CQC now also look at how well local councils are doing against their legal duties. They assess how councils work with people, provide support, make sure people are safe, and what the leadership is like.

CARE RECORDS - Information about a person that is collected, kept and shared by organisations that assess their needs and provide care and support. Care records include basic personal details like name, address, date of birth, close relatives and carers, as well as information about the person’s health and social care needs, what is important to them, and what has been agreed about their care and support. Organisations must make sure records are kept safely, and should ask people if they are happy for their information to be shared with other people and organisations who are involved in their care. People have the right to see their care records and should receive a copy of all assessments and plans.

CARERS ALLOWANCE - is a means tested benefit for those people who provide care for a person for a minimum of 35 hours per week

CARERS ASSESSMENT - An evaluation conducted by the local council to determine what support a carer needs.

CASE CONFERENCE - A meeting that is usually held when a person is believed to be experiencing, or at risk of, abuse or neglect. The purpose is to discuss the person’s situation and their wishes and decide what should happen next. The meeting will be attended by people who know the person, like their doctor, community nurse or social worker. The person (or their representative) should also be invited to the meeting.

CASE MANAGEMENT - A way of working where a single, named case manager (sometimes known as a ‘key worker’) takes a lead in coordinating all the care and support that a person requires.

CAT – See COGNITIVE ANALYTIC THERAPY

CBT – See COGNITIVE BEHAVIOUR THERAPY

CDC – See COMMUNITY DIAGNOSTIC CENTRE

CENTRE FOR INDEPENDENT LIVING (CIL) - An organisation run by disabled people, to support disabled people in their local area to make choices about how and where they live their lives, with the assistance and support they need to live as independently as possible.

CFT – See COMPASSION FOCUSSED THERAPY

CHAMPION - Someone who supports or speaks up for a particular thing, such as dementia, or for a specific group of people, such as children or older people. A champion may be someone who works in social care or someone who draws on care and support.

CHC – See CONTINUING HEALTHCARE

CHILD AND ADOLESCENT MENTAL HEALTH SERVICES - Specialist NHS services for children and young people up to the age of 18 who require some support with their mental health. A young person may be referred to their local CAMHS for depression, eating difficulties, anxiety, sleeping problems, violent and angry behaviour, and other things. They can be referred by a doctor or other health professional, or by school staff or a social worker.

CHILD’S NEEDS ASSESSMENT - An assessment of a young person’s needs for care and support. Local councils must carry out a child’s needs assessment for any young person where there is a significant benefit to the young person, and if they are likely to have needs for care and support after turning 18. Consideration of ‘significant benefit’ relates to the timing of the assessment, and not to the level of the young person’s needs. Child’s needs assessments are also referred to as transitions assessments. The assessment should support the young person and their family to plan for the future.

CHRONIC CONDITION - A persistent or long-lasting illness or health condition that a person lives with, that cannot be cured but can usually be managed with medicines, treatments, care and support.

CHRONIC OBSTRUCTIVE PULMONARY DISEASE (COPD) - A group of lung conditions that cause breathing difficulties, including emphysema and chronic bronchitis.

CIRCLE OF SUPPORT - Sometimes also called a ‘circle of friends’, this is a group of people who act as a community around a person who requires help and support. The person themselves remains in control. The group may include the person’s family, friends and other supportive people from the community they live in. They are not paid, and their role is to help the person do the things they want to do and plan for new events in their life.

CISGENDER (or cis, or non-trans) - A person whose gender identity is the same as the sex they were assigned at birth.

CITIZEN ADVOCATE - A volunteer from a person’s local community who can work with them if they require some help with making their needs and wishes known and with making decisions. The advocate can help them get what they are entitled to, find out what their options are, make choices and take part in their community.

CITIZENS ADVICE (also known as CAB) - A charity that offers free, independent, confidential advice in people’s local areas, online or over the phone. Advisers can help with things like money, benefits, housing or employment problems, and can help people find legal advice, if necessary.

CLIENT CONTRIBUTION - The amount of money a person pays towards the cost of their care and support.

CLINICAL COMMISSIONING GROUP (CGC) - An old term for a group of GP practices in a particular area that worked together to plan and design health services in that area. CCGs were established as part of the Health and Social Care Act in 2012, and replaced primary care trusts on 1 April 2013. On 1 July 2022 Integrated Care Systems (ICSs) were legally established through the Health and Care Act 2022, and CCGs were closed down.

CLINICAL EFFECTIVENESS - Describes the overall quality of health care that patients receive. Effectiveness is based on research and the best available evidence.

CLINICAL GOVERNANCE - A way for health care organisations to continuously improve the quality and safety of care they provide, and to explain how they are doing this.

CLINICAL NEGLIGENCE - When a doctor or other health professional causes a person harm because of something they did, or something they should have done. Examples include failing to diagnose a condition, making a mistake during treatment, giving the wrong drug, not warning a person about the risks of treatment, or not getting their agreement to treatment.

CLINICAL SUPPORT WORKER - Clinical support staff work with nurses, midwives, doctors and allied health professionals to deliver high-quality care. Many clinical support staff are involved in looking after the general well-being and comfort of patients. Clinical support roles also offer an ideal entry route to many careers in health, such as nursing and midwifery, especially for people with commitment and enthusiasm rather than academic qualifications.

CLINICAL OUTCOMES - Specific changes in a person’s health or quality of life, as a result of the medical treatment or care they receive.

CLINICAL TRIAL - A scientific study that looks at a specific type of treatment to work out whether it is safe, whether it works and whether it is better than other treatments.

CO - CARE ORDER - in children and young people is when a child is placed under the care of the local authority. The local authority is given parental responsibility and shares it with current parental responsibility holders, such as the child's parents. However, in order to protect a child's welfare, the local authority may exercise parental responsibility beyond that of current parental responsibility holders.

CO-COMMISSIONING - Joint working between commissioning authorities, such as NHS England and local groups of GPs, to make sure that particular health services are available.

CO-DESIGN - When people who have lived experience of a service work with people who work in the services to design something together – for example designing how a new part of the service could work, or the content of some public information. Co-design is different to co-production, as although people have genuine influence they are not fully involved in the final ‘product’ of the work.

CO-FUNDING - When a person and their local council both contribute to the cost of their care and support.

CO-MORBIDITY - When a person is living with more than one health condition at the same time.

CO-PRODUCTION - Where people work together in an equal and reciprocal partnership to agree what good looks like and to achieve it. Co-production often involves people with lived experience working alongside people with learned experience, or people who draw on support from services working with people who work in the service.

COERCIVE BEHAVIOR / COERCIVE CONTROL - Acts of assault, threats, humiliation and intimidation or other abuse used to harm, punish or frighten a person, and behaviour designed to make a person feel inferior and/or dependent by keeping them apart from friends, help and support. It can include taking advantage of a person’s money and things they have, limiting their freedom, and controlling what they do. It is a type of domestic abuse.

COGNITIVE ANALYTIC THERAPY - This talking therapy mixes together aspects of analytical psychology and cognitive psychology. It looks at past events and experiences to try and make sense of why a person thinks and behaves it certain ways.

COGNITIVE BEHAVIOUR THERAPY - A type of therapy that can help people by changing the way they think and act. It is often used to treat anxiety and depression and can help people think about how their thoughts, beliefs and attitudes may be affecting their feelings and behaviour. People may see a therapist face-to-face or take a therapy course online.

COGNITIVE DISSONANCE EXPERIMENT - (By Leon Festinger and James Carlsmith) The Festinger theory of cognitive dissonance states that when a person deals with information or actions that contradicts their personal beliefs, they will feel uneasy, become aware of the inconsistency, and be motivated to find a way to make the actions and beliefs more consistent. Usually, people will mentally alter the perceptions around their beliefs to accomplish this change.

COGNITIVE FUNCTION - The ability to process thoughts, including memory, understanding, problem-solving, and decision-making

COGNITIVE IMPAIRMENT - A difference in a person’s brain that may make it difficult for them to remember things, solve problems, learn new things or make decisions. It may be mild or severe, and may be something they are born with or caused by an illness or injury.

COGNITIVE LOAD - The amount of mental effort required to process information, which can be overwhelming in complex care situations.

COGNITIVE THERAPY - Cognitive Therapy is a talking therapy which uses the principle that thoughts, and perceptions influence our feelings and actions.

COHORT - A group of people with a shared characteristic. Cohorts include older people, people with a physical impairment, people with a learning disability, people with mental health challenges, and so on.

COLLABORATIVE COMMISSIONING - When several organisations, such as local councils and health organisations, work together to plan specific care services and share funding.

COLOUR PSYCHOLOGY - Colour psychology is the study of how different colours can influence human behaviour and perception

COLOUR THERAPY - Colour therapy, also known as chromotherapy, is a form of therapy that uses colour and light to treat certain mental and physical health conditions. We can trace this form of therapy back to the ancient Egyptians. They made use of sun-filled rooms with coloured glasses for therapeutic purposes.

COMBINED ASSESSMENT - Where an adult’s assessment is combined with a carer’s assessment and/or an assessment relating to a child so that shared needs, circumstances, wishes and feelings are properly heard and understood.

COMING OUT - When a person tells someone about their LGBTQ+ identity.

COMMISSIONER - The people or organisations that arrange the care and support that is available in an area to meet the needs of the population.

COMMISSIONING - Arranging care and support meet the needs of a person, group of people or wider population.

COMMISSIONING AUTHORITY - An organisation that arranges the care and support available in an area to meet the needs of the population.

COMMISSIONING FOR QUALITY AND INNOVATION - A national plan to encourage health organisations to provide better care for people by holding back part of their budget unless they can show that care is improving for people and outcomes are better.

COMMISSIONING STANDARDS - What good commissioning should look like, in order to improve the care and support that people receive. The standards have been created to help everyone who is involved in commissioning understand what excellent services look like, so that they can put the right care and support in place. They cover things like focusing on outcomes for people, ensuring equality, and using evidence about what works best.

COMMUNICATION PASSPORT - A tool for passing on essential information about someone who requires support to communicate, to help people who work with them understand who they are, what they need and how they communicate. The person’s own views are recorded and information is presented in a way that is very clear and easy to read. It is a particularly important tool when people move to a new home or when new people become involved with their care and support.

COMMUNICATION SUPPORT PLAN - A document that explains how an individual person with a learning disability communicates, what support they need, and how the person providing support should communicate with them.

COMMUNITY - A group of people who share something or have something in common, for example people who live in the same area, are from the same place, share the same culture, identity, interest, profession…

COMMUNITY ANCHOR - A well-established organisation within a local community that supports the neighbourhood and helps other community organisations to develop and provide services that the whole community needs. It may be a community housing association, for example, or another type of non-profit organisation.

COMMUNITY CAPACITY - The skills, experience, knowledge, power and potential of local people and local communities to help and support each other and contribute towards individual and community wellbeing.

COMMUNITY CARE SERVICES - Social care services that support people to live a good life.

COMMUNITY DIAGNOSTIC CENTRE (CDC) - CDC’s provide one-stop-shops for checks, scans and tests. Earlier diagnoses for patients through easier, faster, and more direct access to the full range of diagnostic tests needed to understand patients’ symptoms and divert people away from hospitals

COMMUNITY CONNECTORS - Individuals who can help people find out what is available to support them their local area and connect people to local services and groups. Community connectors are often employed by local councils.

COMMUNITY HEALTH SERVICES - Health services that are provided outside hospitals, such as district nursing.

COMMUNITY MENTAL HEALTH TEAM - A team of workers who support people with their mental health in their own home, rather than in hospital. The team may include psychiatrists, psychologists, nurses, social workers and occupational therapists. Their role is to organise and coordinate the person’s treatment, care and support.

COMMUNITY NAVIGATOR SERVICE - A service that helps people find their way around local health and social care services, so that they can find the support they need. This service may be provided via a person’s doctor’s surgery, local council or by a local charity.

COMMUNITY PSYCHIATRIC NURSE - Is a mental health professional who provides support, treatment, and care to individuals with mental health conditions in community settings

COMMUNITY VOLUNTEERING SERVICES (CVS) - CSV is an organisation which provides support to the voluntary and community sector in their local area, helping people to achieve personal and organisational goals, creating partnerships and building strong resilient communities.

COMMUNITY WELLBEING - An approach that looks at the health and wellbeing of the whole community, focusing on a wide range of things that can affect people’s wellbeing, including social, economic, environmental, cultural, and political conditions.

COMPASSION FOCUSSED THERAPY - The therapy seeks to guide you to be more compassionate to yourself and others

COMPLAINT - An expression of dissatisfaction with something. This can relate to any aspect of a person’s care, treatment or support and can be made verbally, in gesture or in writing.

COMPLEX - Refers to individuals with multiple and interconnected health and social care needs

COMPLEX DISCHARGE - If a person requires specialised care and support when they leave hospital, their discharge is referred to as a ‘complex discharge’. The person and any carers should be fully involved in the discharge planning and should receive a copy of their care plan with details of their planned care and support.

COMPLEX NEEDS - People may be described as having complex needs if they require a high level of support with many aspects of their daily life, from a range of health and social care services.

COMPLEX POST TRAUMATIC STRESS DISORDER (CPTSD) - Complex PTSD - Post-traumatic stress disorder. You may have complex post-traumatic stress disorder if you have some of the symptoms of PTSD, and also have problems with managing your emotions and having relationships. The symptoms of complex PTSD are similar to symptoms of PTSD, but may also include feelings of worthlessness, shame and guilt problems controlling your emotions, finding it hard to feel connected with other people, relationship problems, like having trouble keeping friends and partners. Complex PTSD may be caused by experiencing recurring or long-term traumatic events, such as childhood abuse or neglect, domestic violence, sexual abuse, torture, sex trafficking, or slavery, or war You may also be more likely to develop complex PTSD if you experienced trauma at a young age, or you were harmed by someone close to you who you trusted, or you were unable to escape the trauma.

COMPLIANCE - When a person or organisation does what is required of them. This may be an organisation such as a care provider sticking to the law about what they should do and how they should do it. It may also be a person doing something like taking their medicine regularly.

COMPLIMENTARY THERAPIES - This refers to therapies which run alongside traditional Western medicine. Including Massage, Aromatherapy, Reiki, Mindfulness etc.

COMPULSORY ADMISSION - When a person is made to go into hospital, for their own safety or the safety of others. This follows an assessment of their mental health. It is also known as ‘being sectioned’ or ‘sectioning’. This refers to sections 2 and 3 of the Mental Health Act 1983.

CONFIDENTIALITY - This means keeping your information private. Sometimes your information will need to be shared with other people (such as doctors or Tribunals) but you should be asked to give your permission. If you are at risk to yourself or others, information may be shared with people without your expressed consent.

CONGENITAL DISORDER - A condition that a person is born with rather than something they develop during their life.

CONSENT - Means giving your permission. This could mean giving your permission to share information or having treatment.

CONSENT FOR INFORMATION SHARING - When a person says it is ok for their personal information to be shared by an organisation.

CONSULTATION - When people are invited to express their views and opinions about a particular service or proposed change, before any final decisions are taken. Local councils, NHS and organisations that provide services may consult people before making a change that will affect them. They may be able to give their views in writing, for example by completing a survey, or in discussion at a meeting or focus group.

CONTINGENCY PLAN - A plan that is agreed with a person and/or the people who support them. It says what should happen if there is an emergency or if the person’s usual care and support arrangements stop working suddenly – for example if their carer is unwell or has to go to hospital.

CONTINUING HEALTH CARE - Ongoing care outside hospital for someone who is ill or disabled, arranged and funded by the NHS. This type of care can be provided anywhere, and can include the full cost of a place in a nursing home. It is provided when a person’s need for day to day support is mostly due to their need for health care, rather than social care. The government provides guidance to the NHS on how people should be assessed for continuing health care, and who is entitled to receive it.

CONTINUITY OF CARE - When a person’s care and support remains consistent and isn’t interrupted. Local councils have a duty to make sure a person’s care and support continues without disruption during and after they move to a different area, when they enter or leave prison, if a provider organisation fails, and when young people and carers move from children’s to adult care and support. Continuity of care can also mean that the person sees the same worker (e.g. doctor or social worker) each time, or that the person’s care is well coordinated by different workers and teams who communicate well with the person and each other.

COORDINATED CARE - When different people, teams or organisations involved in supporting a person work well together and with the person. Sometimes a person might have a ‘named worker’ or ‘care coordinator’ to make sure that everyone works together and that care and support is joined up and works well for the person.

CORPORATE PARENT - An organisation such as a local council that is responsible for children in care. The council takes on the responsibility of a child’s parent, and is expected to do many of the things a parent would, such as providing a stable place to live, ensuring a child has a good education and helping them prepare for adult life.

COUNSELLOR - A counsellor refers to a therapist who has been trained to use talking therapy to explore some situations with you. Different counsellors offer therapy from different psychological perspectives and approaches. The amount of training counsellors receive can vary immensely and there are no legal requirements, however, if you are considering counselling a good place to start is with the BCAP which sets minimum professional standards for its members.

COURT APPOINTED DEPUTY - A person appointed by the Court of Protection who is authorised to make decisions (relating to the person’s health, welfare, property or financial affairs) on behalf of someone who lacks mental capacity and who cannot make a specific decision for themselves at the time it needs to be made.

COURT OF PROTECTION - The Court of Protection was set up as part of the Mental Capacity Act. It protects the rights of people who do not have Mental Capacity at the time of assessment and treatment.

CMHT – See COMMUNITY MENTAL HEALTH TEAM

CPA – See CARE PROGRAMME APPROACH

CPN – See COMMUNITY PSYCHIATRIC NURSE

C-PTSD - See COMPLEX POST TRAUMATIC STRESS DISORDER Complex PTSD - Post-traumatic stress disorder. You may have complex post-traumatic stress disorder if you have some of the symptoms of PTSD, and also have problems with managing your emotions and having relationships. The symptoms of complex PTSD are similar to symptoms of PTSD, but may also include feelings of worthlessness, shame and guilt

problems controlling your emotions, finding it hard to feel connected with other people, relationship problems, like having trouble keeping friends and partners. Complex PTSD may be caused by experiencing recurring or long-term traumatic events, such as childhood abuse or neglect, domestic violence, sexual abuse, torture, sex trafficking, or slavery, or war You may also be more likely to develop complex PTSD if you experienced trauma at a young age, or you were harmed by someone close to you who you trusted, or you were unable to escape the trauma.

CQC – See CARE QUALITY COMMISSION

CQUIN – See COMMISSIONING FOR QUALITY AND INNOVATION

CRB – See CRIMINAL RECORDS BUREAU

CRIMINAL RECORDS BUREAU - The Criminal Records Bureau, which is now part of Disclosure and Barring Service (DBS), was established under Part V of the Police Act 1997. This was updated as a result of Part 5 of the Protection of Freedoms Act 2012. CRB were responsible for checks on someone’s criminal history to see if they are suitable for employment in specific roles such as care and education.

CRISIS INTERVENTION - A way of helping people cope at a time of crisis when they are overwhelmed, and enabling them to remain in their home.

CRISIS-CARE PLANNING - A plan for where and how people can get mental health support in a crisis. The aim of the plan is to keep the person safe, help them to recover from the crisis, and avoid having to stay in hospital.

CRYSTAL HEALING - Crystal healing, also sometimes referred to as gemstone treatment or crystal therapy, involves the use of special crystals to treat different health concerns. It is based on the principle that certain natural gemstones and crystals each have their own effects on the energy fields of the body. Crystals are either worn as jewellery, carried by the person in their pockets or bags, or placed strategically around the home or workplace where their healing energies can have the greatest benefit.

CSW – See CLINICAL SUPPORT WORKER

CULTURAL COMPETENCE - The ability to understand and respond to a person’s cultural identity or heritage. Cultural identity or heritage can cover a range of things. For example, it might be based on ethnicity, nationality, disability, or religion. Or it might be to do with the person’s sexuality or gender identity.

CULTURE - This means the way of life, especially the general customs and beliefs, of a particular group of people at a particular time

CUPPING THERAPY - Cupping therapy is a form on Ancient Chinese Medicine, which involves the placement of heated glass suction cups onto the skin in order to form a vacuum and draw blood to the surface of the skin in these areas. It is performed by a licensed practitioner, who will determine the specific points on the body where the cupping is needed, and how many cups to use. Cups are usually left on the skin for between 5 and fifteen minutes. Many Olympic Athletes are known users of this therapy.

CUSTOMER - A person who buys goods or services from another person or organisation.

CUSTOMER JOURNEY - Used to refer to the way people ‘travel’ through the social care ‘system’, and the different points of contact ‘customers’ have – for example, first contact, assessment, care and support planning and review.

CVS – See COMMUNITY VOLUNTEERING SERVICES