Carers Charter

• Consistency and accountability - We will provide carers with a reliable and transparent service.
• Recognising and valuing carers - We will listen to, acknowledge, respect and support all carers of any age or situation as key partners.
• Clear and useful communication - We will communicate with carers clearly and effectively.
• Training and cultural change - We will improve staff awareness and understanding of carers.
• Involving carers in care planning - We will involve carers in care decisions unless clearly contra-indicated
• Supporting carers - We will provide carers with advice, practical information and other support.
• Crisis support and longer-term planning - We will give carers clear guidance on what to do in a crisis.

View our designed  Carers' Charter highlights [pdf] 888KB.

• Carers will be more involved in the care of the cared for person
• Carers will be better supported emotionally and practically
• Carers will be recognised for the vital role they play
• Carers will know their rights and what to expect from services 

We listened to our carers, and they told us something important was missing, a key piece of information that could really help not just carers, but also our service users and staff.

To get things started, we set up a small task and finish group.

We intentionally kept the group small to support focused, meaningful conversations. A few key clinicians from community teams and wards were invited to join, bringing valuable insights that helped shape our thinking.

The group included:

• Seven carers, including a young carer
• Four carer service representatives
• Three members of staff, including a medic
• Two facilitators - a carer lead and a people participation lead
• One communications team member to support the development of posters and leaflets

For this first phase, we worked closely with the group for four months to co-produce the early draft of what will become the carers charter. This approach helped us build a strong foundation, shaped by lived experience and genuine collaboration.

Once the carers charter was agreed by the task and finish group, it moved through the Trust's internal verification process. It was reviewed by our quality group, discussed with our Caldicott Guardians, and then submitted for executive sign-off. This final approval gave us the go-ahead to share the charter more widely and begin gathering feedback from the public.

Now, we're excited to open it up more broadly, so even more carers, staff, and supporters can contribute to shaping a charter that's already rooted in real voices and meaningful co-production. 

1. What is the Carers Charter?
The Carers Charter is our promise to recognise, value, and support carers. It explains what carers can expect when in contact with our services.

2. Who is a carer?
A carer is anyone who looks after a family member, partner, or friend who cannot cope without their support. This care is unpaid.

3. Why do we have a Charter?
We created the Charter together with carers, service users, and staff. It makes sure carers' voices are heard and their rights are respected.

4. How does it help me?
The Charter means you can expect:

• To be listened to and respected.
• To be included (with consent) in care planning.
• Clear information and advice.
• Support when you need it.

5. Where can I see it?

• Posters in reception and waiting areas.
• Copies in staff offices and ward areas.
• Leaflets available in reception areas.

6. How can I give feedback about the Charter or add a new question?
Carers can:

• Write their question on a feedback form (available in reception areas).
• Email: carersQAService@nsft.nhs.uk
• Speak directly to staff, who will pass the question on. 

New questions will be added to this FAQ, and the answer will be shared so other carers benefit too. Please send your question to carersQAService@nsft.nhs.uk