Involvement in Gloucestershire

Community Patient Advice and Liaison Service (PALS)

PALS role is to:

• provide information to patients, carers and their families about local health services and put people in contact with local support groups;
  
• tell people about the complaints procedure and inform people about independent complaints advocacy support;
  
• work with staff to resolve concerns on the spot before they become bigger problems; and
  
• act as an early warning system for trusts and Patients’ Forums by monitoring trends and highlighting gaps in service to trust management.
  

Gloucestershire Community Patient Advice and Liaison Service can be contacted on:

Tel:01242 242156, Fax:01242 269383

Email: debbie.annikie@glospart.nhs.uk

Website:www.palsglos.org.uk

Address: Hesters Way Community Resource Centre, Cassin Drive, Chelteham, GL51 7SU.

Office hours Monday to Friday 9 am – 5 pm.

You can leave a message in the answerphone anytime on 08000 151 548.

Independent Complaints Advocacy Services (ICAS)

The Health and Social Care Act 2001 places a duty on the Secretary of State for Health to make arrangements for support (advocacy) to be provided to people wishing to make a complaint about their NHS care or treatment. The service is being piloted at the moment and will be in place nationally next year.

Expert Patient Programme Independent Complaints Advocacy Service pilots are currently being undertaken by the Citizens Advice Bureau (CAB) in Gloucester and the Forest of Dean.

Gloucester Tel: 01452 527202. Forest of Dean Tel: 01594 829065.

Expert Patient Programme (EPP)

The Expert Patient Programme aims to empower people with a chronic health condition. We know that people often have a wealth of experience and knowledge about living with such health conditions
as asthma, diabetes, arthritis and multiple sclerosis. Examining this experience and sharing it with
others leads people to become more confident in living with their illness and better equipped to use the resources from the healthcare system.

The course consists of six group sessions covering areas including:

• how to deal with frustration, fatigue, pain, isolation and other problems
• the right exercise for maintaining and improving strength, flexibility and endurance
• how to manage symptoms
• communicating effectively with family, friends, health professionals
• good diet and nutrition
• how to evaluate new treatments and information.

Annual patients’ surveys

Patients will be regularly asked for their views on health services through an annual Patients’ Survey carried out by all NHS trusts.

In West Gloucestershire the Expert Patient Programme (EPP) is well underway and a number of Volunteer Tutors have been recruited.

The survey results will affect the annual performance ratings, which are published so the public can see how well their local health service is performing. This means there is an incentive for NHS organisations to act upon people’s views.

Patients’ groups will be consulted on the issues raised in patient surveys.

Surveys of GP practices and some hospitals have already begun.

Patient Prospectus

Every Primary Care Trust has to publish a patient prospectus (‘Guide to Local Health Services’) each year giving an account of the views received from patients and what has been done as a result.

The prospectus also sets out the range of local health services available, how the local NHS is performing and outlines priorities for the future. This guide is delivered to every household through the mail.

Patients’ Forum

The role of the PCT Patient Forum will be to:

• review the services bought by the PCT from local hospitals;
• promote the involvement of the public in decisions and
• consultations on matters affecting their health, not just the NHS;
• provide training and support to local communities, and in particular excluded groups, to identify issues affecting their health, and take action to influence change on those issues;
• provide independent complaints advocacy through the Independent Complaints and Advocacy Service (ICAS) ;
• identify trends and concerns resulting from PPI activity and make reports to decision- makers e.g. to the Overview and Scrutiny Committee (see below) ;
• provide a one stop shop service by providing advice and information to the public about public involvement and information and support about complaints; and
• monitor and review how well the NHS is meeting its duty to involve and consult the public.

Overview and Scrutiny Committees (OSC)

Since January 2003, all local authorities with social services responsibilities (County Councils, London Borough Councils and unitary authorities) have had the power to scrutinise health services. This contributes to their wider role in helping to improve the health of their local population.

In summary, OSCs can:

• take on the role of scrutiny of the NHS - not just major changes but the ongoing operation and planning of services;
• be able to refer contested service changes to the Secretary of State;
• be able to call NHS managers to give information about services and decisions;
• report their recommendations locally;

Gloucestershire County Council has established a Health Overview and Scrutiny Committee and is working closely with local NHS organisations to develop effective partnerships.

Section 11 of the Health and Social Care Act

New legislation means that all NHS organisations have a duty to
consult and involve:

• not just when a major change is proposed, but in ongoing service planning
• not just in the consideration of a proposal, but in the development of that proposal;and
• in decisions about general service delivery, not just major changes. The duty to involve and consult came into force on January 2003.

The Commission for Patient and Public Involvement in Health (CPPIH)

This body will oversee and evaluate the system of Patient and Public Involvement across the country. It will be a powerful means of sharing and promoting ‘good practice’ between NHS organisations which should directly benefit patients. The CPPIH will report any issues of concern about patient safety and welfare.

How to complain

All patients have the right to complain if they are not satisfied with the service they receive. In addition to all the mechanisms for involving patients and the public in order to seek their views, we also have a robust complaints procedure.

If you are not happy with any aspect of the NHS the first step is to contact the local organisation you are unhappy with (e.g.the hospital, GP surgery or dentist) to try to resolve your complaint.

They may offer to bring in a conciliation service -this can often help to resolve complaints more quickly and amicably. This service may be provided by the Patient Advice and Liaison Service (PALS) or the Independent Complaints and Advocacy Service (ICAS).

Comments and Compliments

If you would like to make a comment or a compliment about the services provided by the PCT, please use the contact details above. Comments and compliments are welcomed and will be passed to the staff concerned.