User-driven care has the following characteristics:

• The approach to health is holistic and comprehensive, not just based on medical needs.
• Users are assisted with their care through a case management approach, which involves the identification and management of a user’s problems and coordination of their solution. A coach, coordinator or case manager assists the user to manage their navigation through the services.
• Services are integrated, instead of existing separately. Users are seen as whole persons, not just the medical problems they are having. They are guided from service to service with as little separation and facility-induced inconvenience as possible.
• Power is shared between users and service providers. This contrasts with physician-driven top-down services that focus more on the provision of care. User-driven care requires that users drive their care with healthcare providers supporting them with services.

Users have a key role in the provision of care through:

• Being empowered to think and act in their own interests.
• The provision of feedback and input into the creation and delivery of care.
• The delivery care as peer healthcare providers, sponsors, peer supporters, etc.
• The governance of healthcare facilities through advisory or decision-making bodies, such as committee and boards.