A Guide to Patient Advocacy

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "A Guide to Patient Advocacy"

Transcription

1 A Guide to Patient Advocacy Speak Up! Be Heard! & Don t Be Scared! What you need to know about healthcare advocacy and becoming more actively involved in your healthcare. Prepared by: Healthcare Support Ltd trading as Patient Advocate Services

2 Introduction This information leaflet is for everyone. It is for patients, their family and carers. Whether you are a patient attending for treatment, an elderly patient feeling vulnerable and fragile, a pregnant woman or a parent caring for a sick child, this information leaflet can help you. It will assist you in actively engaging with your healthcare provider and knowing when to call the Patient Advocate to support you. A medical appointment can be scary and intimidating or it can be a positive experience. Most healthcare providers are dedicated people who work hard in the interest of others. The vast majority of patients leave the hospital in better health having had a positive experience. Don t feel helpless or compromised. An advocate can help you to feel empowered, knowledgeable and confident to engage with your healthcare provider. What is Advocacy? Advocacy is helping people to say what they want, representing their views, securing their rights and obtaining the services they need. It is a shared process involving key personnel for example, hospital or nursing home staff, medical or nursing staff and other healthcare experts all working to address specific concerns that the patient or their relative may have. 2 What is a Patient Advocate? A patient advocate is someone who can assist you if you are encountering difficulties in dealing with your doctor other professionals, your hospital or nursing home or even if you just want answers to any questions you may have. An advocate is independent and will represent you and your views without prejudice ensuring that your views are heard, respected and acted upon.

3 What can your Advocate do? Support you if you have concerns or a complaint. Enable constructive engagement in a safe and confidential manner. Advise you on how to access information. Write letters on your behalf. Attend meetings with you in a supportive role. Help when you do not feel able to speak for yourself. Access information, on your behalf, about your health and healthcare services. Explore your choices and options. Generally to assist you to get the healthcare you deserve. It is important to remember that although the advocate can help you to get answers; you may not always get the answers that you want to hear. However, your advocate will ensure that the information given is factually correct and that this has been explained to you in a clear, concise and compassionate manner. When to call a Patient Advocate? If your Healthcare Service has failed you and you feel powerless. If you need support in getting answers or in obtaining documentation. When you wish to make a complaint but do not know where to start. When you feel lost and vulnerable in the complex healthcare system while battling a serious illness. When you wish you had more support but don t know how to get it. When you need an independent person to represent you or speak on your behalf. 3

4 Working with your Advocate When you engage an advocate to work on your behalf it is important that you feel that you can work comfortably together and that you will be provided a professional, confidential and trustworthy service. Ensure that you ask what your Advocate can do for you, how much it will cost, and what experience he/ she has. Be Prepared It is natural to be anxious when attending your doctor and it is difficult to be assertive or confident when you are worried, ill or feeling intimidated. That is why you need to be prepared in advance of your hospital or clinic visit. It is alright to ask questions and when you do ask a question you are entitled to answers in a manner that you can understand. Write down your questions before you attend your doctor or clinic. Be involved in your own healthcare and let your health care provider know that you want to participate in all decisions about your treatment plan. Speak with your family about decisions and your wishes in the event of a crisis. Prepare for your hospital visit as you would prepare for a job interview. Research, question and get answers. Feel confident that you will get the best healthcare service possible and treat your healthcare provider with the respect that you wish to receive. Rights 4 You have the right to be treated with respect as a person and not a diagnosis. Your healthcare provider has the right to be treated with respect.

5 How to ask questions and understand what is happening. I don t understand. Can you explain that again please? I am really worried about can you give me a little more time to talk about my concerns? Do you mind if I bring someone in with me as support? If I have any further questions is there someone on your team that I can talk to later? Do you have an information leaflet on the procedure that I am due to have? What are the alternative treatments for my condition? What are the risks? Before I proceed with my surgery is it possible to get a second opinion? Confidentiality Patient confidentiality is a fundamental part of healthcare and must be respected by all healthcare providers. Be clear about whom you wish to be your nominated next-ofkin. If you wish your next-of-kin to have access to your personal healthcare information give written permission for them to do so. If you wish a Patient Advocate to act on your behalf you will be asked to sign a consent form of authorization for the release of information on your behalf. Your engagement with your Patient Advocate is confidential and professional. Accessing your Healthcare Information You may request a copy of your medical record under routine access and in most circumstances this will be released to you. You must make this request in writing and enclose proof of identity. 5

6 Freedom of Information The freedom of Information Acts 1997 & 2003 give you a legal right to have access to records held by a public body. To have your records amended where the information is incorrect, incomplete or misleading. HIQA Health Information and Quality Authority Extract from HIQA s National Standards Person-Centred Care and Support places service users at the centre of all that the service does. It does this by advocating for the needs of service users, protecting their rights, respecting their values, preferences and diversity and actively involving them in the provision of care. Person-centred care and support promotes kindness, consideration and respect for service users dignity, privacy and autonomy. Some categories of Advocacy Self-advocacy Self-advocacy is about speaking out for yourself, knowing your rights, and being able to make choices and decisions that affect your life. Group advocacy Group advocacy is a meeting of a group of people who have had similar experiences and who wish to campaign and advocate about issues raised by the group. 6 Advocacy in Hospitals Most hospitals have a Patient Representative or a Patient Advice and Liaison Service that you can access for advice and support. Professional staff such as social workers also advocate on behalf of the patient.

7 Citizens Information Advocacy The Advocacy Support Worker will work as part of a national team on the development and implementation of quality standards in advocacy practice in Citizens Information Services. Volunteer Advocacy Volunteer advocacy is unpaid and the advocates normally work in partnership with a Healthcare Provider or state agency. Paid Advocacy The Advocate is privately engaged by the patient or by a family member or a healthcare provider on behalf of the patient, and is independent. Patient Advocate Service is a private independent Advocacy service. Some useful services Medical Council of Ireland Kingram House, Kingram Place, Dublin 2. Tel: Web: Office of the Ombudsman 18 Lower Leeson Street, Dublin 2. Tel: Web: An Bord Altranais Carysfort Avenue, Blackrock, Co Dublin. Tel: Web: Office of the Information Commissioner 18 Lower Leeson Street, Dublin 2. Tel: web: Web: 7

8 We hope you found this information useful. Contact Angela Connolly, Patient Advocate Services, if we can be of any further assistance at: Telephone: or Web: 8 Patient Advocate Services is a trading name of Health Care Support Ltd. Company Number

NHS Complaints Advocacy

NHS Complaints Advocacy NHS Complaints Advocacy Raising Concerns or Complaints About the NHS Advocacy in Surrey is provided by Surrey Disabled People s Partnership (SDPP) In partnership with SDPP is a registered Charity: 1156963

More information

Making a complaint about a doctor

Making a complaint about a doctor Making a complaint about a doctor A guide for patients Contents About this booklet 2 What is the Medical Council? 2 What if I am not satisfied with a doctor? 2 Who can complain? 3 What types of complaints

More information

Advocacy. Making your voice heard

Advocacy. Making your voice heard Advocacy Making your voice heard If you have found it difficult to get what you want from the NHS or social services, advocates can help you to express your concerns, get information and explore options

More information

NHS Complaints Advocacy. A step by step guide to making a complaint about the NHS. www.pohwer.net

NHS Complaints Advocacy. A step by step guide to making a complaint about the NHS. www.pohwer.net NHS Complaints Advocacy A step by step guide to making a complaint about the NHS NHS Complaints Advocacy Important Information Please read this section before the rest of this guide to ensure you take

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

The Australian Charter of Healthcare Rights in Victoria

The Australian Charter of Healthcare Rights in Victoria The Australian Charter of Healthcare Rights in Victoria The Australian Charter of Healthcare Rights in Victoria The Australian Charter of Healthcare Rights The Australian Charter of Healthcare Rights describes

More information

Your guide to where and how to complain about health and social care services in Ireland. How to be heard and get your complaint to the right place

Your guide to where and how to complain about health and social care services in Ireland. How to be heard and get your complaint to the right place Your guide to where and how to complain about health and social care services in Ireland How to be heard and get your complaint to the right place Contents Background Why was this toolkit put together?

More information

NHS Western Isles Learning Disabilities Collaborative Celebrating Good Practice

NHS Western Isles Learning Disabilities Collaborative Celebrating Good Practice NHS Western Isles Learning Disabilities Collaborative Celebrating Good Practice This report is about the work of the NHS Western Isles collaborative. A collaborative are people and groups that work together.

More information

Managing your own personal budget

Managing your own personal budget www.surreycc.gov.uk Managing your own personal budget Information and support options Making Surrey a better place Managing your own personal budget Managing your own personal budget Surrey County Council

More information

Care Programme Approach

Care Programme Approach Care Programme Approach care plan What is Care Programme Approach? care programme approach Plan Care Programme Approach is also called CPA. CPA makes sure you get all the help you need to improve your

More information

Experiences count. We are here to listen. www.lpft.nhs.uk

Experiences count. We are here to listen. www.lpft.nhs.uk Experiences count We are here to listen www.lpft.nhs.uk Experiences count Lincolnshire Partnership NHS Foundation Trust (LPFT) provides specialist health services for people with a learning disability,

More information

Code of Professional Conduct and Ethics for Social Workers. Bord Clárchúcháin na noibrithe Sóisialta Social Workers Registration Board

Code of Professional Conduct and Ethics for Social Workers. Bord Clárchúcháin na noibrithe Sóisialta Social Workers Registration Board Code of Professional Conduct and Ethics for Social Workers Bord Clárchúcháin na noibrithe Sóisialta Social Workers Registration Board 1 Code of Professional Conduct and Ethics for Social Workers Contents

More information

About POhWER NHS Complaints Advocacy. This guide will tell you what to expect if you decide to work with POhWER to make a complaint about the NHS

About POhWER NHS Complaints Advocacy. This guide will tell you what to expect if you decide to work with POhWER to make a complaint about the NHS About POhWER NHS Complaints Advocacy This guide will tell you what to expect if you decide to work with POhWER to make a complaint about the NHS About POhWER NHS Complaints Advocacy Your Right to Complaints

More information

A step by step guide to making a complaint about the NHS

A step by step guide to making a complaint about the NHS A step by step guide to making a complaint about the NHS Please read this first Are you worried or unhappy about your current healthcare or treatment of that of a loved one? If you are then it may be more

More information

The Rotherham NHS Foundation Trust. Rotherham School Nursing Service For children and young people. School Nursing Services.

The Rotherham NHS Foundation Trust. Rotherham School Nursing Service For children and young people. School Nursing Services. The Rotherham NHS Foundation Trust Rotherham School Nursing Service For children and young people School Nursing Services Community Health What do we do? Every child deserves to be as fit and healthy

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

information for children and young people in wales

information for children and young people in wales information for children and young people in wales YOUR RIGHTS The United Nations Convention on the Rights of the Child sets out a list of rights that all children and young people everywhere in the world

More information

East Lancashire Community Rehabilitation Team (CRT) Service User Information

East Lancashire Community Rehabilitation Team (CRT) Service User Information East Lancashire Community Rehabilitation Team (CRT) Service User Information 2 This Information Pack has been designed to help you understand who the Community Rehabilitation Team are and how we may be

More information

HOW WE USE YOUR PERSONAL INFORMATION

HOW WE USE YOUR PERSONAL INFORMATION HOW WE USE YOUR PERSONAL INFORMATION Information Leaflet Your Health. Our Priority. Page 2 of 9 Introduction This Leaflet explains why the NHS collects information about you and how it is used, your right

More information

How to complain about a doctor. England

How to complain about a doctor. England How to complain about a doctor England This booklet is for patients in England. Our procedures are the same throughout the UK, but healthcare and support organisations do vary. We have therefore also produced

More information

Sample extract from new Care Certificate Workbook

Sample extract from new Care Certificate Workbook extract from new Care Certificate Workbook For more information call us on 0800 0680978 or to order visit our website: Standard One - Understand your role Standard One Outcomes: The learner is able to:

More information

St Ann Street Medical Practice. Weekend Telephone Triage Scheme Making a Complaint

St Ann Street Medical Practice. Weekend Telephone Triage Scheme Making a Complaint St Ann Street Medical Practice Weekend Telephone Triage Scheme Making a Complaint Who can complain? Anyone who is receiving, or has received, NHS treatment or services can complain, as can anyone affected

More information

How to compliment, comment or complain about our services

How to compliment, comment or complain about our services How to compliment, comment or complain about our services We welcome your compliments, comments and complaints NHS St Helens Clinical Commissioning Group (CCG) welcomes any comments you may have on the

More information

How to complain about a doctor

How to complain about a doctor How to complain about a doctor England This booklet is for patients in England. Our procedures are the same throughout the UK, but healthcare and support organisations do vary. We have therefore also produced

More information

Raising Concerns or Complaints about NHS services

Raising Concerns or Complaints about NHS services Raising Concerns or Complaints about NHS services Raising concerns and complaints A step by step guide Raising concerns and complaints Questions to ask yourself: 1. What am I concerned or dissatisfied

More information

Working Together A Charter of Expectations for a High Quality Registration Function

Working Together A Charter of Expectations for a High Quality Registration Function Working Together A Charter of Expectations for a High Quality Registration Function March 2014 Registration Section 1 Foreword Registration and retention of registration is the core activity of the Medical

More information

Patient Advice & Liaison Service (PALS) and Complaints Team

Patient Advice & Liaison Service (PALS) and Complaints Team Patient Advice & Liaison Service (PALS) and Complaints Team Worthing and Southlands Hospitals Western Sussex Hospitals NHS Trust which combines St Richard s Hospital in Chichester and Worthing and Southlands

More information

REFERENCE #: PFR.PILS.001 PATIENTS/FAMILY MEMBERS WHO WISH TO MAKE A COMPLAINT IMPLEMENTATION DATE: MAY 2013 REVIEW DATE: MAY 2015

REFERENCE #: PFR.PILS.001 PATIENTS/FAMILY MEMBERS WHO WISH TO MAKE A COMPLAINT IMPLEMENTATION DATE: MAY 2013 REVIEW DATE: MAY 2015 GENERAL GUIDANCE TO TO MAKE A COMPLAINT How to complain The most important thing is that you stay safe. If you feel your immediate care may be compromised by making a complaint or if you feel intimidated

More information

What to do if called to give evidence

What to do if called to give evidence What to do if called to give evidence An information guide for witnesses Contents Being a witness 2 Inquiry centre 2 Support and assistance 2 Before attending the inquiry How the case is prepared 3 What

More information

Rethink 2008 www.rethink.org. the mental health act. essential information for parents and carers

Rethink 2008 www.rethink.org. the mental health act. essential information for parents and carers Rethink 2008 www.rethink.org the mental health act essential information for parents and carers 1 About Rethink Rethink, the leading national mental health membership charity, works to help everyone affected

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

3. Jackson Health System workers receive information about patient s rights and responsibilities when they begin working at the hospital or clinic.

3. Jackson Health System workers receive information about patient s rights and responsibilities when they begin working at the hospital or clinic. The Patient s Bill of Rights and Responsibilities Jackson Health System The healthcare facilities of the Jackson Health System support the Patient s Bill of Rights and Responsibilities, which are recognized

More information

Policies and Procedures. Policy on the Handling of Complaints

Policies and Procedures. Policy on the Handling of Complaints RMP. South Tyneside NHS Foundation Trust Policies and Procedures Policy on the Handling of Complaints Approved by Trust Board December 2006 (revised version approved by RMEC May 2010) Policy Type Policy

More information

National Standards for Safer Better Healthcare

National Standards for Safer Better Healthcare National Standards for Safer Better Healthcare June 2012 About the Health Information and Quality Authority The (HIQA) is the independent Authority established to drive continuous improvement in Ireland

More information

Fact sheet: Writing a complaint letter. General guidelines

Fact sheet: Writing a complaint letter. General guidelines Fact sheet: Writing a complaint letter General guidelines Who do I complain to? If you want to complain about a hospital or an ambulance service contact the Complaints Manager or the Chief Executive of

More information

Writing and sending a complaint letter

Writing and sending a complaint letter Writing a complaint letter Writing and sending a complaint letter A complaint is usually made in writing, and the letter should clearly outline your complaint and should state that you wish to raise a

More information

Camphill Communities of Ireland. Say No to Abuse! What to do if you are concerned about the welfare of a vulnerable adult or child

Camphill Communities of Ireland. Say No to Abuse! What to do if you are concerned about the welfare of a vulnerable adult or child Camphill Communities of Ireland Say No to Abuse! What to do if you are concerned about the welfare of a vulnerable adult or child CAMPHILL COMMUNITIES OF IRELAND What is abuse? Abuse is complicated and

More information

CUCKFIELD MEDICAL PRACTICE & THE VALE SURGERY COMPLAINTS POLICY & PROCEDURE

CUCKFIELD MEDICAL PRACTICE & THE VALE SURGERY COMPLAINTS POLICY & PROCEDURE CUCKFIELD MEDICAL PRACTICE & THE VALE SURGERY COMPLAINTS POLICY & PROCEDURE Cuckfield Medical Practice and The Vale Surgery 1 CONTENTS Contents Page Introduction 1.0 NHS Complaints Regulations 3 2.0 Who

More information

How did we do? Promoting hope and wellbeing together. How to raise a concern, make a complaint or give a positive comment about one of our services.

How did we do? Promoting hope and wellbeing together. How to raise a concern, make a complaint or give a positive comment about one of our services. West London Mental Health NHS Trust How did we do? How to raise a concern, make a complaint or give a positive comment about one of our services. Promoting hope and wellbeing together What do you think

More information

EASTVILLE MEDICAL PRACTICE Complaints Procedure

EASTVILLE MEDICAL PRACTICE Complaints Procedure EASTVILLE MEDICAL PRACTICE Complaints Procedure PATIENT INFORMATION LEAFLET COMPLAINTS PROCEDURE As a Practice we try to provide the best service possible for our patients. We recognise, however, that

More information

Writing a complaint letter

Writing a complaint letter Writing a complaint letter Writing a complaint letter General guidelines Who do I complain to? If you want to complain about a hospital or an ambulance service contact the Complaints Manager or the Chief

More information

Requesting amendments to health and social care records

Requesting amendments to health and social care records Requesting amendments to health and social care records National Information Governance Board for Health and Social Care Guidance for patients, service users and professionals Contents About this guidance

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

Assessment and services from your local council in England

Assessment and services from your local council in England Guide Guide 12 Assessment and services from your local council in England This guide explains about how to ask for a needs assessment and what support services you may receive from your local council if

More information

Patient Information Whose information is it anyway? Your health records

Patient Information Whose information is it anyway? Your health records Patient Information Whose information is it anyway? Your health records Derriford Hospital Derriford Road Plymouth PL6 8DH Tel: 0845 155 8155 www.plymouthhospitals.nhs.uk Your health record We ask you

More information

Code of Ethics for Pharmacists and Pharmacy Technicians

Code of Ethics for Pharmacists and Pharmacy Technicians Code of Ethics for Pharmacists and Pharmacy Technicians About this document Registration as a pharmacist or pharmacy technician carries obligations as well as privileges. It requires you to: develop and

More information

Raising Concerns or Complaints about NHS services

Raising Concerns or Complaints about NHS services Raising Concerns or Complaints about NHS services Contents Page 4 Introduction How to use this pack How can NHS Complaints Advocacy Help? Page 5 Raising concerns and complaints First Steps Step 1 - What

More information

The Code. Professional standards of practice and behaviour for nurses and midwives

The Code. Professional standards of practice and behaviour for nurses and midwives The Code Professional standards of practice and behaviour for nurses and midwives Introduction The Code contains the professional standards that registered nurses and midwives must uphold. UK nurses and

More information

NHS Constitution The NHS belongs to the people. This Constitution principles values rights pledges responsibilities

NHS Constitution The NHS belongs to the people. This Constitution principles values rights pledges responsibilities for England 21 January 2009 2 NHS Constitution The NHS belongs to the people. It is there to improve our health and well-being, supporting us to keep mentally and physically well, to get better when we

More information

OLD HALL SURGERY COMPLAINTS PROCEDURE (FORM 1)

OLD HALL SURGERY COMPLAINTS PROCEDURE (FORM 1) (FORM 1) WE OPERATE A PRACTICE AS PART OF THE N.H.S. SYSTEM FOR DEALING WITH COMPLAINTS. OUR SYSTEM MEETS NATIONAL CRITERIA. OUR AIM IS TO GIVE YOU THE HIGHEST POSSIBLE STANDARD OF SERVICE AND WE TRY TO

More information

NICE guideline Published: 23 September 2015 nice.org.uk/guidance/ng21

NICE guideline Published: 23 September 2015 nice.org.uk/guidance/ng21 Home care: delivering ering personal care and practical support to older people living in their own homes NICE guideline Published: 23 September 2015 nice.org.uk/guidance/ng21 NICE 2015. All rights reserved.

More information

TELLING PEOPLE YOU HAVE NEUROFIBROMATOSIS TYPE 1. StLouisChildrens.org

TELLING PEOPLE YOU HAVE NEUROFIBROMATOSIS TYPE 1. StLouisChildrens.org TELLING PEOPLE YOU HAVE NEUROFIBROMATOSIS TYPE 1 StLouisChildrens.org Introduction Neurofibromatosis Type 1 (NF1) is a common genetic condition that can cause a wide variety of medical problems in different

More information

Complaints, compliments and suggestions

Complaints, compliments and suggestions Complaints, compliments and suggestions This leaflet gives you information about how to tell us what you think about NHS Fife. Staff at NHS Fife want to know what you think about the help that you get

More information

Supporting relatives and informal carers top tips for mental health workers

Supporting relatives and informal carers top tips for mental health workers Supporting relatives and informal carers top tips for mental health workers These top tip cards have been produced in partnership by NHS Education for Scotland and Support in Mind Scotland. NHS Education

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

Consent what you have a right to expect

Consent what you have a right to expect Consent what you have a right to expect A guide for children and young people Consent it s your choice Before a doctor, a nurse, or anyone else looking after your health can examine you or treat you,

More information

1. Glossary Some information in this factsheet is quite technical. This glossary gives an explanation of some of the phrases and words that are used:

1. Glossary Some information in this factsheet is quite technical. This glossary gives an explanation of some of the phrases and words that are used: Nearest Relative This factsheet looks at the role of the nearest relative. This is a term used in the Mental Health Act. It covers who someone s nearest relative would be, what the nearest relative s rights

More information

Smile. Your dental team have check ups too

Smile. Your dental team have check ups too Smile Your dental team have check ups too Whether you re visiting for a routine check up, a quick clean or for more involved treatment, the dental professional treating you (and their services) must meet

More information

Information guide. How to make a complaint

Information guide. How to make a complaint Information guide How to make a complaint How you can comment, compliment or complain about your treatment or service We are committed to providing you with the best service possible. We are always looking

More information

How to make a comment or a complaint An easy read guide

How to make a comment or a complaint An easy read guide How to make a comment or a complaint An easy read guide 1 of 12 Making a comment We would like you to tell us what you think of our hospitals and the care you have received from us. Please tell us if you

More information

Code of Professional Conduct and Ethics for Registered Nurses and Registered Midwives

Code of Professional Conduct and Ethics for Registered Nurses and Registered Midwives Code of Professional Conduct and Ethics for Registered Nurses and Registered Midwives December 2014 The Code of Professional Conduct and Ethics for Registered Nurses and Registered Midwives comes into

More information

Policy Statement: Customer Care Policy

Policy Statement: Customer Care Policy Page: 1 Áras Chúchulainn, Blackheath Drive, Clontarf, Dublin 3. Tel 01 818 6400 Fax 01 833 3873 Email info@iwa.ie www.iwa.ie www.cuisle.com Written/Reviewed by: J Cameron, M Smyth & G Phelan Approved by:

More information

See It Stop It Support Us

See It Stop It Support Us See It Stop It Support Us This is an EasyRead version of: See It Stop It Support Us by Hampshire County Council These people helped us with the book: Hampshire County Council Adult Services and Hampshire

More information

Borderline personality disorder

Borderline personality disorder Understanding NICE guidance Information for people who use NHS services Borderline personality disorder NICE clinical guidelines advise the NHS on caring for people with specific conditions or diseases

More information

Complaint Letter Guide

Complaint Letter Guide 15151 Who do I complain to? Leeds Independent Health Complaints Advocacy If you want to complain about your hospital, ambulance service or most community healthcare contact the Chief Executive of the NHS

More information

First Steps mapping document 2: UK HCSW codes of conduct

First Steps mapping document 2: UK HCSW codes of conduct First Steps mapping document 2: UK HCSW codes of conduct First Steps for HCAs has been developed as a resource for self-directed learning and can be used to support organisational training programmes for

More information

The Abington Medical Centre The Abington Health Complex 51a Beech Avenue Northampton NN3 2JG PRACTICE COMPLAINTS PROCEDURE

The Abington Medical Centre The Abington Health Complex 51a Beech Avenue Northampton NN3 2JG PRACTICE COMPLAINTS PROCEDURE The Abington Medical Centre The Abington Health Complex 51a Beech Avenue Northampton NN3 2JG PRACTICE COMPLAINTS PROCEDURE Patient Information Leaflet If you have a complaint or concern about the service

More information

JOHNS HOPKINS NOTICE OF PRIVACY PRACTICES FOR HOPKINS ELDERPLUS/PROGRAM OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE)

JOHNS HOPKINS NOTICE OF PRIVACY PRACTICES FOR HOPKINS ELDERPLUS/PROGRAM OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) JOHNS HOPKINS NOTICE OF PRIVACY PRACTICES FOR HOPKINS ELDERPLUS/PROGRAM OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) Effective Date: September 1, 2013 THIS NOTICE DESCRIBES HOW MEDICAL INFORMATION ABOUT

More information

Code of Professional Conduct and Ethics for Registered Nurses and Registered Midwives

Code of Professional Conduct and Ethics for Registered Nurses and Registered Midwives Code of Professional Conduct and Ethics for Registered Nurses and Registered Midwives Draft for consultation purposes October 2013 Contents Glossary Bord Altranais agus Cnáimhseachais na héireann and

More information

Statement by Mr Peter Tyndall, Ombudsman, to the Oireachtas Joint Committee on Health and Children 26 November 2015

Statement by Mr Peter Tyndall, Ombudsman, to the Oireachtas Joint Committee on Health and Children 26 November 2015 Statement by Mr Peter Tyndall, Ombudsman, to the Oireachtas Joint Committee on Health and Children 26 November 2015 Thank you for the opportunity to put forward my views as to how we might develop advocacy

More information

Improving the Performance of Doctors. Complaints Investigations and Remediation

Improving the Performance of Doctors. Complaints Investigations and Remediation Improving the Performance of Doctors Complaints Investigations and Remediation SHARING INFORMATION WITH PATIENTS AND CARERS HAPIA GOOD PRACTICE GUIDE 2014 HEALTHWATCH AND PUBLIC INVOLVEMENT ASSOCIATION

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

Working in Ireland Healthcare 33 a 04 Employment Rights

Working in Ireland Healthcare 33 a 04 Employment Rights Working in Ireland a 04 Healthcare Employment Rights 33 04 34 LIVING IN IRELAND While the vast majority of employers are fair, some employers are not. If you have an employment rights complaint you should

More information

Writing a NHS complaint letter

Writing a NHS complaint letter Writing a NHS complaint letter The NHS Complaints Advocacy Service is a service offered by POhWER POhWER Registered Office: Hertlands House, Primett Road, Stevenage, Hertfordshire SG1 3EE Registered number

More information

Health care decisions: Planning in advance

Health care decisions: Planning in advance 450 Brookline Ave. Boston, MA 02215 www.dana-farber.org MASSACHUSETTS HEALTH CARE PROXY Expressing your wishes regarding your care and treatment Health care decisions: Planning in advance You have the

More information

Going to a Mental Health Tribunal hearing

Going to a Mental Health Tribunal hearing June 2015 Going to a Mental Health Tribunal hearing Includes: information about compulsory treatment and treatment orders information about Mental Health Tribunal hearings worksheets to help you represent

More information

Pain Clinic Psychological Service. Information for patients Department of Psychological Services

Pain Clinic Psychological Service. Information for patients Department of Psychological Services Pain Clinic Psychological Service Information for patients Department of Psychological Services page 2 of 8 You have been referred to the Pain Clinic Psychological Service at the Northern General Hospital.

More information

FELLVIEW HEALTHCARE LIMITED IN-HOUSE COMPLAINTS FORM. If you need help to complete the form please ask the Branch Manager for assistance.

FELLVIEW HEALTHCARE LIMITED IN-HOUSE COMPLAINTS FORM. If you need help to complete the form please ask the Branch Manager for assistance. FELLVIEW HEALTHCARE LIMITED IN-HOUSE COMPLAINTS FORM Note It is important for the practice to get as much information as possible about the nature of your complaint so that we investigate thoroughly and

More information

Minnesota Nursing Home Bill of Rights

Minnesota Nursing Home Bill of Rights Minnesota Nursing Home Bill of Rights Tubman Elder Care & Rights Center gratefully acknowledges funding from the Minnesota Board on Aging for its work with Resident and Family Advisory Council Education.

More information

d d mm y y If the injury was as a result of criminal assault or a Road Traffic Accident, was the accident reported to the police?

d d mm y y If the injury was as a result of criminal assault or a Road Traffic Accident, was the accident reported to the police? Personal Accident Claim Form This form has been designed to help you provide all the information we need to process your claim quickly. Failure to complete this form correctly may delay your claim. We

More information

Planning with your personal health budget

Planning with your personal health budget Planning with your personal health budget This is the second information sheet in a set and there are others being developed. The first information sheet is about knowing the deal and the third one is

More information

Travel insurance. 2010 fact sheet. Getting travel insurance

Travel insurance. 2010 fact sheet. Getting travel insurance 2010 fact sheet Macmillan and Cancerbackup have merged. Together we provide free, high quality information for all. Travel insurance People who have cancer, or have had cancer in the past, can find it

More information

The Ombudsman and. Public Hospitals. The Ombudsman is. Impartial Independent A free service

The Ombudsman and. Public Hospitals. The Ombudsman is. Impartial Independent A free service The Ombudsman and Public Hospitals The Ombudsman is Impartial Independent A free service Who is the Ombudsman and what does she do? The Ombudsman can examine complaints about the actions of a range of

More information

Your duties as a registrant. Standards of conduct, performance and ethics

Your duties as a registrant. Standards of conduct, performance and ethics Your duties as a registrant Standards of conduct, performance and ethics Contents Foreword 1 Introduction 3 The standards of conduct, performance and ethics 8 Fitness to practise 15 Glossary 16 Foreword

More information

Code of Conduct for Healthcare Support Workers and Adult Social Care Workers in England

Code of Conduct for Healthcare Support Workers and Adult Social Care Workers in England Code of Conduct for Healthcare Support Workers and Adult Social Care Workers in England Code of Conduct for Healthcare Support Workers and Adult Social Care Workers in England As a Healthcare Support Worker

More information

Code of Conduct for Healthcare Support Workers in Wales

Code of Conduct for Healthcare Support Workers in Wales Code of Conduct for Healthcare Support Workers in Wales Introduction This national Code of Conduct for NHS Wales will help to ensure service users and the public receive a consistent, high-quality, safe

More information

Illness, injury, insurance and family be: factsheet

Illness, injury, insurance and family be: factsheet Illness, injury, insurance and family be: factsheet National Insurance Number: Date: HSC Pension Scheme Consideration of entitlement to Tier 2 Benefits. Application within 3 years of Tier 1 award. Surname

More information

Considering adoption for your child

Considering adoption for your child Government of Western Australia Department for Child Protection and Family Support Considering adoption for your child What are the choices? Finding out about adoption Information and help 2 If you have

More information

PALLIATIVE CARE SERVICES AND RESOURCES. A guide for patients and their loved ones. Living well with serious illness

PALLIATIVE CARE SERVICES AND RESOURCES. A guide for patients and their loved ones. Living well with serious illness PALLIATIVE CARE SERVICES AND RESOURCES A guide for patients and their loved ones Living well with serious illness A patient and family centered approach to living with serious illness Palliative care addresses

More information

Workers' Compensation History

Workers' Compensation History Workers' Compensation History 3025 N. Taft Avenue, Suite A Loveland, Colorado 80538 Phone: 970.203.0621 Fax: 970.461.2462 Name: Age: Date: Sex: M / F Address: City: State: Zip: Social Security Number:

More information

The National Health Service. Constitution. A draft for consultation, July 2008

The National Health Service. Constitution. A draft for consultation, July 2008 The National Health Service Constitution A draft for consultation, July 2008 NHS Constitution The NHS belongs to the people. It is there to improve our health, supporting us to keep mentally and physically

More information

YOUR RIGHTS RESPONSIBILITIES TO OUR PATIENTS. Patients and families come first. We are here to serve with respect, compassion, and honesty.

YOUR RIGHTS RESPONSIBILITIES TO OUR PATIENTS. Patients and families come first. We are here to serve with respect, compassion, and honesty. TO OUR PATIENTS YOUR RIGHTS & RESPONSIBILITIES Patients and families come first. We are here to serve with respect, compassion, and honesty. We will try to do our best today, and do better tomorrow. We

More information

Interpretation and Translation Services Policy

Interpretation and Translation Services Policy Interpretation and Translation Services Policy This is a new procedural document. Did you print this document yourself? The Trust discourages the retention of hard copies of policies and can only guarantee

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

the new mental health act: an easy read guide

the new mental health act: an easy read guide the new mental health act: an easy read guide the new mental health act: an easy read guide Scottish Executive, Edinburgh 2007 We wish to thank the Scottish Consortium for Learning Disability for writing

More information

Understanding hospital systems

Understanding hospital systems Caring for someone with a brain injury 1. The early stages after injury The period immediately following your relative s brain injury is a frightening and confusing time. The outcome can be very uncertain

More information

Antisocial personality disorder

Antisocial personality disorder Understanding NICE guidance Information for people who use NHS services Antisocial personality disorder NICE clinical guidelines advise the NHS on caring for people with specific conditions or diseases

More information

Consumer Handbook. 2nd Edition A Guide for Understanding the Mental Health, Developmental Disabilities and Substance Abuse Service System

Consumer Handbook. 2nd Edition A Guide for Understanding the Mental Health, Developmental Disabilities and Substance Abuse Service System Consumer Handbook 2nd Edition A Guide for Understanding the Mental Health, Developmental Disabilities and Substance Abuse Service System in North Carolina Published by: North Carolina Department of Health

More information

San Diego Psychotherapy, Inc. Shoshana Shea, Ph.D. Licensed Psychologist #PSY19888

San Diego Psychotherapy, Inc. Shoshana Shea, Ph.D. Licensed Psychologist #PSY19888 San Diego Psychotherapy, Inc. Shoshana Shea, Ph.D. Licensed Psychologist #PSY19888 3821 Front Street San Diego, CA 92103 tel. (619) 269-2377 fax (619) 294-3225 www.shoshanashea.com OFFICE POLICIES, AGREEMENT

More information