The first 6 months September 2013

Size: px
Start display at page:

Download "The first 6 months September 2013"

Transcription

1 The first 6 months September 2013

2 The first 6 months what have we been doing? We have been building relationships, creating infrastructure and processes, carrying out training, and recruiting volunteers. As we will see, we have created a local Healthwatch that is already delivering. It looks like this: The Board of Directors* The Delivery Team (provided by Help & Care) Helpdesk (provided by Help and Care) CAB (consumer facing advisors in the bureaux) ICAS team (provided by CAB) Volunteers* (eg Enter & View teams) * We have further opportunities for volunteers in these areas. Our website has details. 2

3 What we said Healthwatch would do Seek out and listen to the public and patients so that it can represent their views - at meetings, committees and on boards. Identify issues and trends and report and recommend to commissioners and providers of services. Send Enter and View teams into any publicly funded adult health and social care service. It will have a high street presence, a telephone helpline and a website, in order to provide information, signposting for services and support to enable people to make informed choices. Provide NHS complaints advocacy via ICAS. Make the views / experiences of people from West Sussex to Healthwatch England helping it to carry out its role as national champion. Recommend investigations or special service reviews to Healthwatch England and the Care Quality Commission (CQC). 3

4 Board Priorities The Board has agreed its first work priorities for Healthwatch West Sussex. Integrated care - chosen because the integration of health and social care services is a central theme of recent social care and health care reforms. Safeguarding adults - chosen because it is an issue of concern for local people. Research into Carers supporting people with Dementia - chosen because it supports one of the key priorities of the Health and Wellbeing Board for West Sussex. Checking back on promises from decision makers and people who provide health and social care services - chosen because it is good practice to make sure changes happen to improve services. NHS complaints - chosen because Healthwatch England has asked us to investigate how well complaints processes work locally. 4

5 Complaints Research carried out by Healthwatch England shows that over 54% of people who had a problem with health or social care in the last three years did nothing to report it. Anna Bradley, Chair of Healthwatch England has said that we will not rest until the complaints system is overhauled and fit for purpose. As part of this work, Healthwatch West Sussex is investigating how complaints are handled by health and social care services across the county. The questions we are asking include: How clear and accessible is information about complaints procedures? How effectively do current procedures handle complaints? How satisfied are complainants with the way their complaints are handled? How is feedback used to address concerns and improve services? Our report will be available in October. 5

6 Volunteers Volunteers are a vital part of Healthwatch the roles are varied and there are currently vacancies. (See the website for details). In July, 25 volunteers and potential volunteers attended the first Healthwatch Volunteer Induction Programme at Billingshurst Community and Conference Centre. The packed programme included an introduction to Healthwatch West Sussex, and an overview of some of the project and liaison work being undertaken. The Chair and Healthwatch Co-ordinator, David Liley also talked about the work programme and current priorities for the coming months, as well as providing answers to the many questions that arose from the lively Q&A sessions. 6

7 Enter and View Trained volunteers make up the Healthwatch Enter & View team. They have recently completed a GP Surgery Patient Survey This was undertaken at 54 surgeries (and some branch surgeries) The views of 155 patients have been recorded. A report will be published shortly A result of our early findings is that one CCG has established monthly committee meetings to examine the appointments system. 7

8 Independent Complaints Advocacy Service (ICAS) A specialist ICAS team has been established and in August brought 7 cases to a conclusion. New cases originating from CAB referrals, Healthwatch (helpdesk/website) and other stakeholders are are averaging 12 a month and expected to increase significantly as the service becomes more well known. In addition to being promoted as part of the Healthwatch marketing activity, the ICAS team are engaging with MPs, Trusts and key GP surgeries to promote the service. A step-by-step guide to complaints has been published as a booklet and can be read or downloaded from the Healthwatch website. 8

9 Community Engagement Healthwatch West Sussex has continued to have a presence by having membership of or sending liaison representatives to various boards, committees and meetings. These include: Health and Wellbeing Board Health & Adult Social Care Select Committee (HASC) Adult Safeguarding Mental Health Consumer Network NHS Commissioning Quality Surveillance Group and Customer and Carer Group. 9

10 Marketing Healthwatch West Sussex has started to raise its profile with the public. Posters and leaflets have recently been distributed to all GP Surgeries in the county, NHS Trusts and to West Sussex County Council for display in libraries, Help Points and other public areas. Promotional material will continue to be shared with other groups and organisations. Healthwatch also has a website and regularly communicates with other organisations, groups and individuals via Twitter 10

11 Launching Healthwatch to the public With relationships established and processes in place we are now ready to launch Healthwatch to the general public. At the beginning of October we will take a Healthwatch Stall onto the streets of major towns in West Sussex where we will promote Healthwatch, engage with the public and collect stories. In order to create interest of both the public and local media, our stall will in fact be a colourful, traditional hospital style bed! This activity will culminate with a public event held in the Drill Hall in Horsham on 11 th October to formally launch Healthwatch West Sussex. The event will include a market place with stalls provided by CCGs, the Trusts, providers, voluntary groups, charities, Wellbeing Hub etc Look out for details (and the Healthwatch Bed!) 11

12 12

Strategic plan. Outline

Strategic plan. Outline Strategic plan Outline 1 Introduction Our vision Our role Our mandate 2 About us Our governance Our structure 3 Context Our development Camden 4 Resources Funding Partners 5 Operating model How we will

More information

Getting help with making a complaint. England. General Medical Council 02

Getting help with making a complaint. England. General Medical Council 02 Getting help with making a complaint England General Medical Council 02 All patients should receive the best care possible. When you feel this has not happened, it can be confusing to know who to talk

More information

What s changing in the NHS

What s changing in the NHS This briefing has been produced for NCF and VODG members in order to increase awareness of the health and social care changes happening right across the NHS and local government. These changes will alter

More information

Local Healthwatch and NHS Complaints Service. Cabinet member: Cllr John Thomson - Adult Care, Communities and Housing

Local Healthwatch and NHS Complaints Service. Cabinet member: Cllr John Thomson - Adult Care, Communities and Housing Wiltshire Council Cabinet 23 October 2012 Subject: Local Healthwatch and NHS Complaints Service Cabinet member: Cllr John Thomson - Adult Care, Communities and Housing Key Decision: Yes Executive Summary

More information

About us What we do and how we do it

About us What we do and how we do it About us What we do and how we do it Who we are We are the Care Quality Commission (CQC), the independent regulator of health and adult social care services in England. Our purpose is to make sure health

More information

POLICY BRIEFING Consultation on additional funding for Local HealthWatch and NHS Complaints Advocacy

POLICY BRIEFING Consultation on additional funding for Local HealthWatch and NHS Complaints Advocacy Consultation on additional funding for Local HealthWatch and NHS Complaints Advocacy Date: 12 September 2011 Author: Christine Heron, LGiU Associate Overview Subject to the passage of the Health and Social

More information

How to complain about a health or social care service

How to complain about a health or social care service How to complain about a health or social care service February 2014 About this leaflet Although most people have no problems when using health or social care services, sometimes things can go wrong. This

More information

2013/2014 Business & Community Engagement Plan

2013/2014 Business & Community Engagement Plan 2013/2014 Business & Community Engagement Plan Bringing business and community together Introduction This Business and Community Engagement Plan (BCEP) highlights the ways in which HiB and its stakeholders

More information

The Care Quality Commission and the Healthwatch network: working together

The Care Quality Commission and the Healthwatch network: working together The Care Quality Commission and the Healthwatch network: working together September 2014 Introduction This briefing describes how the Care Quality Commission (CQC) will work with local Healthwatch and

More information

Guide to making a complaint about an NHS service

Guide to making a complaint about an NHS service Guide to making a complaint about an NHS service February 2014 Healthwatch Coventry www.healthwatchcoventry.org.uk Contents 1. About this guide page 3 2. The NHS complaints procedure page 3 3. About the

More information

HEALTHWATCH AND NHS COMPLAINTS ADVOCACY AN UPDATE ON THE IMPLEMENTATION OF SERVICES IN BEXLEY

HEALTHWATCH AND NHS COMPLAINTS ADVOCACY AN UPDATE ON THE IMPLEMENTATION OF SERVICES IN BEXLEY HEALTH OVERVIEW AND SCRUTINY COMMITTEE 7 APRIL 2014 HEALTHWATCH AND NHS COMPLAINTS ADVOCACY AN UPDATE ON THE IMPLEMENTATION OF SERVICES IN BEXLEY 1. INTRODUCTION The Health & Social Care Act 2012 transferred

More information

http://www.gmc-uk.org/concerns/making_a_complaint/who_to_complain_to_en.asp

http://www.gmc-uk.org/concerns/making_a_complaint/who_to_complain_to_en.asp Who to complain to information for patients in England http://www.gmc-uk.org/concerns/making_a_complaint/who_to_complain_to_en.asp The process of making a complaint will be easier and less stressful if

More information

Recommendation. Transport to Medical Appointments Tameside LINk March 2013

Recommendation. Transport to Medical Appointments Tameside LINk March 2013 s Transport to Medical Appointments Tameside LINk March 2013 In May 2012 Tameside LINk developed a questionnaire asking people in Tameside and Glossop what their experiences are of using transport to attend

More information

Our Vision and Strategy. Healthwatch Surrey C.I.C. April 2015

Our Vision and Strategy. Healthwatch Surrey C.I.C. April 2015 Our Vision and Strategy Healthwatch Surrey C.I.C. Introduction This Strategy describes the overarching aims of Healthwatch Surrey, who we are and what we wish to achieve. Who we are: We are an independent

More information

In addition we have a solid track record of working with other local Healthwatch organisations and with. Solutions.

In addition we have a solid track record of working with other local Healthwatch organisations and with. Solutions. Healthwatch Central West London in partnership with Patient and Public Involvement Solutions has developed a training course specifically to meet the CCG need to embed patient and public participation

More information

Subject: Health and Social Care Complaints: An update from Healthwatch Wiltshire

Subject: Health and Social Care Complaints: An update from Healthwatch Wiltshire Wiltshire Council Health and Wellbeing Board 28 th January 2016 Subject: Health and Social Care Complaints: An update from Healthwatch Wiltshire Executive Summary In 2014, Healthwatch Wiltshire carried

More information

Carer. Carers Strategy for Norfolk 2014-17. Working together to support carers in Norfolk

Carer. Carers Strategy for Norfolk 2014-17. Working together to support carers in Norfolk Carers Strategy for Norfolk 2014-17 Working together to support carers in Norfolk Outcome 1 Information on services and support Carers receive information in an appropriate and timely manner and in a way

More information

Healthwatch Redcar & Cleveland Annual Report 2014/15

Healthwatch Redcar & Cleveland Annual Report 2014/15 Redcar & Cleveland Healthwatch Redcar & Cleveland Annual Report 2014/15 Contents Contents... 2 Note from the Chair... 3 Note from the Healthwatch Manager... 3 About Healthwatch... 4 Our Vision... 4 Our

More information

Healthwatch Oxfordshire Board of Directors

Healthwatch Oxfordshire Board of Directors Healthwatch Oxfordshire Board of Directors Date of Meeting: October 14 th 2014 Paper No: 9 Title of Presentation: Amendments to contract with OCC This paper is for Discussion Decision x Information Purpose

More information

Equal Partners Strategy Summary

Equal Partners Strategy Summary Equal Partners Strategy Summary Informing Consulting Listening Involving Empowering For further information please contact: Sue Eato, Associate Director of Service User and Carer Involvement sue.eato@covwarkpt.nhs.uk

More information

NHS GP practices and GP out-of-hours services

NHS GP practices and GP out-of-hours services How CQC regulates: NHS GP practices and GP out-of-hours services January 2016. The Care Quality Commission is the independent regulator of health and adult social care in England. Our purpose We make sure

More information

Joint Surrey Carers Commissioning Strategy for 2012/3 to 2014/5 Key Priorities for Surrey Multi Agency Delivery Plan - May 2012

Joint Surrey Carers Commissioning Strategy for 2012/3 to 2014/5 Key Priorities for Surrey Multi Agency Delivery Plan - May 2012 Joint Surrey Carers Commissioning Strategy for 2012/3 to 2014/5 Key Priorities for Surrey Multi Agency Delivery Plan - May 2012 Note this Delivery Plan will be updated & republished 3 times a year throughout

More information

Rachael Shimmin, Corporate Director of Adults, Wellbeing and Health. Councillor Morris Nicholls, Portfolio Holder for Adult Services

Rachael Shimmin, Corporate Director of Adults, Wellbeing and Health. Councillor Morris Nicholls, Portfolio Holder for Adult Services Cabinet 24 July 2012 Local HealthWatch Transition Plan including NHS Complaints Advocacy Service [Key Decision AWH 03/12] Report of Corporate Management Team Rachael Shimmin, Corporate Director of Adults,

More information

Standard Reporting Template

Standard Reporting Template Standard Reporting Template Practice Name: Walderslade Surgery Practice Code: C85008 South Yorkshire and Bassetlaw Area Team 2014/15 Patient Participation Enhanced Service Reporting Template Signed on

More information

Big Chat 4. Strategy into action. NHS Southport and Formby CCG

Big Chat 4. Strategy into action. NHS Southport and Formby CCG Big Chat 4 Strategy into action NHS Southport and Formby CCG Royal Clifton Hotel, Southport, 19 November 2014 Contents What is the Big Chat? 3 About Big Chat 4 4 How the event worked 4 Presentations 5

More information

CSCI Regional Office Caledonia House 223 Pentonville Road London, N1 9NG

CSCI Regional Office Caledonia House 223 Pentonville Road London, N1 9NG CSCI Regional Office Caledonia House 223 Pentonville Road London, N1 9NG Tel: 020 7239 0330 Fax: 020 7239 0318 Email: apa.london@csci.gsi.gov.uk Web: www.csci.org.uk Ms Irene Findlay (OBE) Adult Social

More information

Community Rehabilitation Beds. Questions and Answers

Community Rehabilitation Beds. Questions and Answers Patient Information Leaflet Community Rehabilitation Beds Questions and Answers Produced by: Community Rehabilitation Date: March 2014 Review due date: March 2017 1 PARTNERSHIP IN CARE INDEPENDENT NURSING

More information

Communicating the Care Act

Communicating the Care Act Communicating the Care Act Communicating the Care Act what s changed? From April 2015, care and support in England is changing to become more consistent across the country. The overall aim of the Care

More information

Our patient transport services

Our patient transport services Our patient transport services This leaflet explains what you can expect from patient transport services at Guy s and St Thomas. If you have any further questions, please speak to the patient transport

More information

SECTION 3 SPECIFICATION

SECTION 3 SPECIFICATION SECTION 3 SPECIFICATION Report No: 244/2012 3.1 Background Prior to the Health and Social Care Act 2012, the provision of independent advocacy for National Health Service (NHS) complaints was a legal requirement

More information

We are happy to discuss your concerns and are always ready to listen to your comments and views on the care we provide.

We are happy to discuss your concerns and are always ready to listen to your comments and views on the care we provide. Complaints, concerns and compliments We are sorry you have a complaint. This booklet explains what to do if you have a complaint about your clinical care and treatment, or if you are complaining on behalf

More information

Quality Report. Portslade Health Centre Medical Practice Church Road. Portslade

Quality Report. Portslade Health Centre Medical Practice Church Road. Portslade Portslade Health Centre Medical Practice Quality Report Portslade Health Centre Medical Practice Church Road Portslade Brighton East Sussex BN41 1LX Tel: 01273 431031 Website: www.portsladehealthcentre.co.uk

More information

Complaints Annual Report 2011/2012

Complaints Annual Report 2011/2012 Complaints Annual Report 2011/2012 This report incorporates complaints handling for Basingstoke and North Hampshire NHS Foundation Trust and Winchester and Eastleigh Healthcare Trust for the period 1 April

More information

Patient Choice Strategy

Patient Choice Strategy Patient Choice Strategy Page 1 of 14 Contents Page 1 Background 4 2 Putting Patients and the Public at the Heart of Health and 5 Healthcare in West Lancashire 3 Where are we now and where do we need to

More information

Commissioning Independent NHS Complaints Advocacy. Health, adult social care and ageing

Commissioning Independent NHS Complaints Advocacy. Health, adult social care and ageing Commissioning Independent NHS Complaints Advocacy Health, adult social care and ageing This briefing is one of a number of documents the LGA is producing to support the changes in the NHS and public sector

More information

Support for Disabled Children and Young People and their Families in Essex

Support for Disabled Children and Young People and their Families in Essex Support for Disabled Children and Young People and their Families in Essex Guidance for working together with disabled children, young people and families to provide early help, targeted and specialist

More information

NHS CONFEDERATION MEMBER BRIEFING

NHS CONFEDERATION MEMBER BRIEFING NHS CONFEDERATION MEMBER BRIEFING Government's full response to the Francis report Many of the measures included in today's report, 'Hard Truths: the journey to putting patients first', have already been

More information

Communication and Engagement Strategy 2014 2017. Final Version 30 th June 2014

Communication and Engagement Strategy 2014 2017. Final Version 30 th June 2014 Communication and Engagement Strategy 2014 2017 Final Version 30 th June 2014 Contents Introduction 4 Strategic Objectives and Role of Communications 6 Communications now and by 2017 7 Communications and

More information

Kent Learning Disability Nurse Form CPD event

Kent Learning Disability Nurse Form CPD event Workforce Development For People with Intellectual Disabilities George Matuska ID Workforce Project Lead Kent Learning Disability Nurse Form CPD event Through creative partnerships we shape and develop

More information

Report by Director of Health and Social Care Commissioning and Interim Director of Joint Commissioning

Report by Director of Health and Social Care Commissioning and Interim Director of Joint Commissioning Agenda Item No. 5 Policy and Resources Select Committee 21 February 2013 Progress Report on the Joint Commissioning Unit Report by Director of Health and Social Care Commissioning and Interim Director

More information

Resolving problems and making a complaint about NHS care

Resolving problems and making a complaint about NHS care Factsheet 66 August 2011 Resolving problems and making a complaint about NHS care About this factsheet The factsheet explains the approach to handling complaints about National Health Service (NHS) services,

More information

HELP WITH MAKING YOUR NHS COMPLAINT

HELP WITH MAKING YOUR NHS COMPLAINT HELP WITH MAKING YOUR NHS COMPLAINT Contents Introduction 03 What is covered by the NHS Complaints Process? 04 Who can complain? 04 What can I get from my complaint? 05 Accessing health records 05 The

More information

Interim report on NHS and Adult Social Care Complaints Procedures in Manchester

Interim report on NHS and Adult Social Care Complaints Procedures in Manchester Interim report on NHS and Adult Social Care Complaints Procedures in Manchester Introduction The Health & Wellbeing Overview & Scrutiny Committee of Manchester City Council asked the LINk to look at complaints

More information

Stonewall Healthcare Equality Index 2015

Stonewall Healthcare Equality Index 2015 Stonewall Healthcare Equality Index 2015 Improving the health of lesbian, gay and bisexual people SOME PEOPLE MAE RHAI AREGAY. POBL YN HOYW. GET FFAITH! OVER IT! 3 2 Stonewall Healthcare Equality Index

More information

Customer Care Engagement Scheme 2014/15

Customer Care Engagement Scheme 2014/15 Introduction Customer Care Engagement Scheme 2014/15 This engagement scheme has been developed to support and encourage member practices to allow all their administration and reception staff to attend

More information

Liverpool Clinical Commissioning Group: for a healthy Liverpool

Liverpool Clinical Commissioning Group: for a healthy Liverpool 1 Liverpool Clinical Commissioning Group: for a healthy Liverpool In this leaflet: - A guide to Liverpool Clinical Commissioning Group and its priorities for the city - Introducing The Healthy Liverpool

More information

Local Healthwatch outcomes and impact development tool. Health, adult social care and ageing

Local Healthwatch outcomes and impact development tool. Health, adult social care and ageing Local Healthwatch outcomes and impact development tool Health, adult social care and ageing Local Healthwatch Outcomes and Impact Development Tool Index Introduction 2 How the Tool can be used 3 How the

More information

Non-Emergency Patient Transport Service Pre-engagement Paper for Oxfordshire Joint Health Overview & Scrutiny Committee Thursday 1 May 2014, 10:00.

Non-Emergency Patient Transport Service Pre-engagement Paper for Oxfordshire Joint Health Overview & Scrutiny Committee Thursday 1 May 2014, 10:00. Oxfordshire Clinical Commissioning Group Non-Emergency Patient Transport Service Pre-engagement Paper for Oxfordshire Joint Health Overview & Scrutiny Committee Thursday 1 May 2014, 10:00. Background NHS

More information

SOMERSET DEMENTIA STRATEGY PRIORITIES FOR 2013 2016

SOMERSET DEMENTIA STRATEGY PRIORITIES FOR 2013 2016 SOMERSET DEMENTIA STRATEGY PRIORITIES FOR 2013 2016 October 2013 1 CONTENTS PAGE Section Contents Page Somerset Dementia Strategy Plan on a Page 3 1 Introduction 4 2 National and Local Context 5 3 Key

More information

INVESTIGATION The care and treatment of Ms FG

INVESTIGATION The care and treatment of Ms FG INVESTIGATION Our aim We aim to ensure that care, treatment and support are lawful and respect the rights and promote the welfare of individuals with mental illness, learning disability and related conditions.

More information

Electronic Prescription. Service. Services offered by HSCIC to support EPS

Electronic Prescription. Service. Services offered by HSCIC to support EPS Electronic Prescription Service Services offered by HSCIC to support EPS NHS England through its Area Teams (ATs) is responsible for the planning and implementation of EPS. The purpose of this document

More information

What does the NHS Constitution mean for me? Can I get involved in decisions about my care?

What does the NHS Constitution mean for me? Can I get involved in decisions about my care? What does the NHS Constitution mean for me? Can I get involved in decisions about my care? Why do we need an NHS Constitution? The NHS belongs to all of us The NHS is there for us from the moment we re

More information

Patient Transport Contracting

Patient Transport Contracting Patient Transport Contracting The Larrey Society November 2015 Page 1 Contents CONTENTS... 0 INTRODUCTION... 1 DIRECTION OF THE SOCIETY... 1 PRIORITY ISSUES... 2 IMPORTANCE AND CONSEQUENCES OF ISSUES -

More information

East Surrey Clinical Commissioning Group

East Surrey Clinical Commissioning Group East Surrey Clinical Commissioning Group Prospectus 1 Contents Who are we?... 4 Our vision... 6 Health needs of our population... 7 Commissioning... 8 Joined up working... 9 Money... 10 Getting involved

More information

A Guide to Resolving Issues or Making a Complaint

A Guide to Resolving Issues or Making a Complaint A Guide to Resolving Issues or Making a Complaint If you are unhappy with the treatment or service you receive from the NHS you are entitled to make a complaint, have it considered, and receive a response

More information

CQC: The journey to excellence and The new approach to inspection of ambulance services

CQC: The journey to excellence and The new approach to inspection of ambulance services CQC: The journey to excellence and The new approach to inspection of ambulance services Professor Sir Mike Richards Chief Inspector of Hospitals April 2014 1 Overview CQC: Our journey The approach we have

More information

SOMETHING TO COMPLAIN ABOUT? REVISITED

SOMETHING TO COMPLAIN ABOUT? REVISITED SOMETHING TO COMPLAIN ABOUT? REVISITED A follow up to Something to Complain About? - A look at how easy it is to find the right information and support to make a complaint about GP services. Table of Contents

More information

Your Views on NHS Continuing Healthcare. A consultation on proposed policy review for Mid Essex Clinical Commissioning Group

Your Views on NHS Continuing Healthcare. A consultation on proposed policy review for Mid Essex Clinical Commissioning Group Your Views on NHS Continuing Healthcare A consultation on proposed policy review for Mid Essex Clinical Commissioning Group Monday 11th May - Sunday 5th July 2015 Contents 1. Introduction... 3 2. Who is

More information

2013/14 Choice Framework

2013/14 Choice Framework 2013/14 Choice Framework April 2013 2013/14 Choice Framework Prepared by the Department of Health April 2013 Contents My NHS care: what choices do I have?... 2 Choosing your care and treatment... 3 Choosing

More information

Getting help with making a complaint. Wales. General Medical Council 02

Getting help with making a complaint. Wales. General Medical Council 02 Getting help with making a complaint Wales General Medical Council 02 All patients should receive the best care possible. When you feel this has not happened, it can be confusing to know who to talk to

More information

Annex D: Standard Reporting Template

Annex D: Standard Reporting Template Annex D: Standard Reporting Template Practice Name: DONNEYBROOK MEDICAL CENTRE Practice Code: P89016 NHS Greater Manchester 2014/15 Patient Participation Enhanced Service Reporting Template Signed on behalf

More information

YOU SAID, WE DID DEAF AND DEAFBLIND SPORTS EVENT

YOU SAID, WE DID DEAF AND DEAFBLIND SPORTS EVENT YOU SAID, WE DID DEAF AND DEAFBLIND SPORTS EVENT On Saturday 7 th March a sports taster event for people who are Deaf or Deafblind was held at City Academy Bristol. Healthwatch attended to hear what members

More information

Your rights and how to make a complaint

Your rights and how to make a complaint Your rights and how to make a complaint Most medical care and treatment goes well, but things occasionally go wrong, and you may want to complain. So where do you start? Every NHS organisation has a complaints

More information

Children s Trust Board Sponsor: Dr Kate Allen, Consultant in Public Health NOTTINGHAMSHIRE SCHOOL NURSING SERVICE PROPOSED REMODELLING PLANS

Children s Trust Board Sponsor: Dr Kate Allen, Consultant in Public Health NOTTINGHAMSHIRE SCHOOL NURSING SERVICE PROPOSED REMODELLING PLANS Report to Children s Trust Board 23 rd April 2015 Agenda Item: 2 Children s Trust Board Sponsor: Dr Kate Allen, Consultant in Public Health NOTTINGHAMSHIRE SCHOOL NURSING SERVICE PROPOSED REMODELLING PLANS

More information

Supported by. Support and resources for health and wellbeing boards

Supported by. Support and resources for health and wellbeing boards Supported by Support and resources for health and wellbeing boards Support and resources for health and wellbeing boards Within the past 18 months, a number of organisations have started to provide support

More information

Complaints Annual Report

Complaints Annual Report Complaints Annual Report 1 April 2009 to 31 March 2010 Introduction Following extensive consultation, 1 April 2009 saw the introduction of the new Local Authority and NHS Complaints (England) regulations.

More information

Patient Transport Keeping the wheels in motion

Patient Transport Keeping the wheels in motion Patient Transport Keeping the wheels in motion Public and stakeholder engagement to inform the service specification for Patient Transport Services in North and North East Lincolnshire, July - September

More information

How do I have my say? Finding information about making a complaint at Camden GP surgeries: A mystery shopping project

How do I have my say? Finding information about making a complaint at Camden GP surgeries: A mystery shopping project How do I have my say? Finding information about making a complaint at Camden GP surgeries: A mystery shopping project 1 Healthwatch Camden 2014 Author: Katie Chruszcz 2 How do I have my say? Introduction

More information

Culture Change in the NHS. Applying the Lessons of the Francis Inquiries. Chris Bostock, NHS Complaints Policy Lead, DH February 2015

Culture Change in the NHS. Applying the Lessons of the Francis Inquiries. Chris Bostock, NHS Complaints Policy Lead, DH February 2015 Culture Change in the NHS Applying the Lessons of the Francis Inquiries Chris Bostock, NHS Complaints Policy Lead, DH February 2015 1 Well-documented issues Health Select Committee report 2011 Robert Francis

More information

Healthwatch Southwark one year on

Healthwatch Southwark one year on Healthwatch Southwark one year on Saturday 22 November 2014, 12.30pm 3.30pm Event Report Purpose: To update and inform the public about Healthwatch Southwark, to give attendees an insight into health and

More information

A Review of Access to North Somerset NHS Dental Services May 2015

A Review of Access to North Somerset NHS Dental Services May 2015 A Review of Access to North Somerset NHS Dental Services May 2015 Background One of the key issues that people in North Somerset discuss with Healthwatch North Somerset is difficulties experienced accessing

More information

Complaining about a health service

Complaining about a health service Stroke Helpline: 0303 3033 100 Website: stroke.org.uk Complaining about a health service Most people receive excellent care and treatment after having a stroke. However, sometimes things don t go as well

More information

University Hospital of North Tees Arrangements for Discharge from Hospital

University Hospital of North Tees Arrangements for Discharge from Hospital University Hospital of North Tees Arrangements for Discharge from Hospital Toni McHale and Joanne Shaw-Dunn October 2014 Contents 1. Executive Summary 2. Aim of report 3. Methodology 4. Findings 5. Recommendations

More information

Your Huntercombe How do I make a referral?

Your Huntercombe How do I make a referral? Your Huntercombe How do I make a referral? How do I make a referral? You may recently have become unwell, suffered an injury or maybe you know someone who you feel needs further help and advice about their

More information

NHS England Equality Information Patient and Public Focus First published January 2014 Updated May 2014 Publication Gateway Reference Number: 01704

NHS England Equality Information Patient and Public Focus First published January 2014 Updated May 2014 Publication Gateway Reference Number: 01704 NHS England Equality Information Patient and Public Focus First published January 2014 Updated May 2014 Publication Gateway Reference Number: 01704 NHS England INFORMATION READER BOX Directorate Medical

More information

Governing Body 13 November 2013

Governing Body 13 November 2013 Paper 07 Governing Body 13 November 2013 Overview of complaints and handling processes Paper Author Lead Executive FOI status Michaela Maloney, Interim Head of Communication and Engagement Brendan Ward,

More information

What standards you have a right to expect from the regulation of your dentist

What standards you have a right to expect from the regulation of your dentist What standards you have a right to expect from the regulation of your dentist 1 About this booklet This guide is for you if you receive treatment or care from a dental practice in England. It helps you

More information

B&NES Heath & Well-being Partnership. Local Action Plan Implementation of the National Dementia Strategy (NDS) November 2011 Update

B&NES Heath & Well-being Partnership. Local Action Plan Implementation of the National Dementia Strategy (NDS) November 2011 Update B&NES Heath & Well-being Partnership Local Action Plan Implementation of the National Dementia Strategy (NDS) November 2011 Update Who is involved in our action plan? Alzheimer s Society Avon & Wiltshire

More information

Diabetes Specialist Nursing (DSN) Service South Gloucestershire

Diabetes Specialist Nursing (DSN) Service South Gloucestershire Diabetes Specialist Nursing (DSN) Service South Gloucestershire Introduction This document introduces Sirona care & health s plan to deliver a Diabetes Specialist Nursing (DSN) Service in South Gloucestershire.

More information

BOARD MEETING. The Reporting and Monitoring of Safety and Quality Care Quality Commission Regulation 19 (Outcome 17) Complaints

BOARD MEETING. The Reporting and Monitoring of Safety and Quality Care Quality Commission Regulation 19 (Outcome 17) Complaints BOARD MEETING The Reporting and Monitoring of Safety and Quality Care Quality Commission Regulation 19 (Outcome 17) Complaints PRESENTER AUTHOR Rosie Trainor, Associate Director of Quality & Integrated

More information

Leeds South and East CCG Governing Body Meeting

Leeds South and East CCG Governing Body Meeting PAPER N Agenda Item: GB15/44 FOI Exempt: No Leeds South and East CCG Governing Body Meeting Date of meeting: Thursday 23 rd July 2015 Title: Annual Nursing Report Lead Governing Body Member: Ellie Monkhouse,

More information

How do I give feedback or make a complaint about an NHS service?

How do I give feedback or make a complaint about an NHS service? How do I give feedback or make a complaint about an NHS service? I m not happy about something I d just like to say How do I? Most NHS care and treatment goes well but sometimes things can go wrong. If

More information

Protocols and Policies. The Lighthouse Medical Practice. Complaints

Protocols and Policies. The Lighthouse Medical Practice. Complaints Complaints This leaflet provides all the information you might need if you feel that you would like to complain about any part of the Practice. At we strive to offer the highest level of care to all our

More information

Date: 26 th February 2015. Approval ( ) Discussion ( ) Assurance ( )

Date: 26 th February 2015. Approval ( ) Discussion ( ) Assurance ( ) TRUST BOARD IN PUBLIC REPORT TITLE: EXECUTIVE SPONSOR: REPORT AUTHOR (s): REPORT DISCUSSED PREVIOUSLY: (name of sub-committee/group & date) Action Required: Date: 26 th February 2015 Agenda Item: 1.6 CHIEF

More information

Healthwatch Committee Meeting

Healthwatch Committee Meeting Healthwatch Committee Meeting May 2014 Welcome and apologies Anna Bradley Minutes from last Committee Meeting Anna Bradley Declarations of interests Anna Bradley Chair s Report Anna Bradley Chief Executive

More information

Enter & View Report Dr Hendow Bransholme Health Centre Goodhart Road, Hull

Enter & View Report Dr Hendow Bransholme Health Centre Goodhart Road, Hull Enter & View Report Dr Hendow Bransholme Health Centre Goodhart Road, Hull 1 Contents: Enter & View 3 Purpose of visit 4 Introduction 5 External 6 Reception & Waiting Areas 6 Lift & Stairwell 8 Facilities

More information

4 CM/11/14/04 Chief Executive s report to the Board

4 CM/11/14/04 Chief Executive s report to the Board Meeting PUBLIC BOARD MEETING Date 19 November 2014 Agenda item Paper Number Item title Sponsor Author 4 CM/11/14/04 Chief Executive s report to the Board Chief Executive Naomi Paterson PURPOSE OF PAPER:

More information

Patients as partners in developing Self-management solutions: Co-design Case Study. Carer Support NHS Mid Essex CCG

Patients as partners in developing Self-management solutions: Co-design Case Study. Carer Support NHS Mid Essex CCG Patients as partners in developing Self-management solutions: Co-design Case Study. Carer Support NHS Mid Essex CCG Mid Essex CCG took part as an early adopter in the Patients in Control PiC Programme

More information

A step-by-step guide to making a complaint about health and social care

A step-by-step guide to making a complaint about health and social care A step-by-step guide to making a complaint about health and social care www.healthwatchhampshire.co.uk Step by step Page 3 Are you concerned about something that is happening now? Do you need to make a

More information

Advocacy Assistant NHS Complaints Advocacy Service

Advocacy Assistant NHS Complaints Advocacy Service Advocacy Assistant NHS Complaints Advocacy Service JOB DESCRIPTION Post: Hours: Location: Accountable to: Pay: Advocacy Assistant 22 hours per week York Office or Home Based, although the role will require

More information

Mental Health Crisis Care: Shropshire Summary Report

Mental Health Crisis Care: Shropshire Summary Report Mental Health Crisis Care: Shropshire Summary Report Date of local area inspection: 26 and 27 January 2015 Date of publication: June 2015 This inspection was carried out under section 48 of the Health

More information

Responsibilities. Responsible for managing Legal Services and Procurement functions of the Council.

Responsibilities. Responsible for managing Legal Services and Procurement functions of the Council. Responsibilities Chief Executive In the role of Head of Paid Service in line with the Council s constitution be responsible for the effective management of the authority, and key strategic policy objectives

More information

Guide to making an NHS Complaint

Guide to making an NHS Complaint Guide to making an NHS Complaint Introduction Most people are happy with their NHS treatment however if this is not the case and you are unhappy with the service you or others have received from a hospital,

More information

WSIC Integrated Care Record FAQs

WSIC Integrated Care Record FAQs WSIC Integrated Care Record FAQs How your information is shared now Today, all the places where you receive care keep records about you. They can usually only share information from your records by letter,

More information

Information Pack for Individuals & Referral Agencies

Information Pack for Individuals & Referral Agencies Information Pack for Individuals & Referral Agencies Information Pack for Individuals & Referral Agencies The following information pack has been designed for agencies who work with our service users and

More information

Making a complaint about health and social care services

Making a complaint about health and social care services Contents Introduction... 1 Know your rights... 2 Issues to consider before proceeding... 2 Step one: Local resolution... 3 Step two: Referral to an ombudsman or other service... 5 Information and support...

More information

Complaints Annual Report 2013/14

Complaints Annual Report 2013/14 Complaints Annual Report 2013/14 1. INTRODUCTION This is the complaints annual report for Hampshire Hospitals NHS Foundation Trust (HHFT) for the period 1 April 2013 to 31 March 2014. Hampshire Hospitals

More information

April How CQC regulates Community adult social care services: Provider handbook

April How CQC regulates Community adult social care services: Provider handbook How CQC regulates: Community adult social care services Provider handbook April 2016 How CQC regulates Community adult social care services: Provider handbook The Care Quality Commission is the independent

More information

Standard Reporting Template

Standard Reporting Template Standard Reporting Template Practice Name: Lockswood Surgery Practice Code: J 82174 NHS England (Wessex) 2014/15 Patient Participation Enhanced Service Reporting Template Signed on behalf of practice:

More information

Comments, compliments and complaints

Comments, compliments and complaints Comments, compliments and complaints 02 Our commitment to engaging with the community We want to make sure we are open, honest and transparent commissioners of care. It is our intention to be truthful

More information