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Strategic Planning

on Wednesday, 31 July 2013. Posted in Menu Items

Planning for Better Services

Planning for services for people with learning disabilities is built around some key principles:

  • needs must be identified
  • service users/carers must be involved
  • different local conditions must be recognized
  • different agencies and groups must work in partnership
  • services and resources must be directed at those with greatest needs
  • The Council and Abertawe Bro Morgannwg University Local Health Board (the ‘Commissioners’) have the responsibility to decide on Strategic direction for Clinical Specialist Health provision within Cardiff and Vale

Parents can play a vital role in influencing the shape and level of services that carers and people with a learning disability are offered.

It is vital that parents are able to speak with one voice and ensure that they are listened to at all key planning forums- by lobbying and highlighting what is needed at ground level.

An essential consideration when reviewing or planning for new opportunities or services is that we ensure quality and safety. Care standards are paramount and the Social Services and Well Being Act  places duties upon local authorities to ensure that certain steps are taken

We recently had a 5 year strategy agreed by Cardiff and the Vale of Glamorgan councils and the local health board. You can read the draft version here

Codes of Practice and Statutory Guidance

Codes of practice provide guidance, backed by law, to help people and organisations work within the new framework created by an Act.

You can find links to the codes of practice issued under Section 145 of the Social Services and Well-being (Wales) Act 2014 below.

Local authorities must act in accordance with the codes of practice and their requirements when exercising their social services functions.

http://www.ccwales.org.uk/codes-of-practice-and-statutory-guidance/

Commissioning Principles

New guidelines have been set out that should underpin the way that statutory bodies go about commissioning services for people with a Learning Disability or Autism. Two easy to follow documents have been published that give a clear overview of the aims of commissioning as well as explanations and examples of good practice to follow. Parent carers will find this information useful and it might help you if you find yourself having to advocate for your relative. Being able to refer to best practice when advocating for your child will strengthen your position!

Commissioning Guidance for People with Learning Disabilities - Market Position Statement Good Practice Checklist

Commissioning Services for People with a Learning Disability - Good Practice Guidance

Local Planning Groups

In addition to local or neighbourhood planning, a small number of cross county planning or advisory groups are supported. These will look at issues that are county wide such as health, disability, children and older people services that respond to statutory obligations.

These Planning structures are in the process of changing and some details are still undecided. Various networks and forums have an  opportunity to be represented on more than one group in order that ‘cross cutting’ issues can be addressed. Recommendations that are fed through this process should influence decision making at the overarching Health Board.

Joint Planning across Cardiff and Vale of Glamorgan

In recent years, steps have been taken to promote the closer working of services for adults with a learning disability in both counties.

This is overseen by a single Operational Manager and service users and carers views are ensured by participation in a joint cross county strategic planning framework.

Cross county issues can be discussed here and initiatives or proposals that may benefit service users living in either county can be promoted.

Integrated Health & Social Care Board

Consisting of representatives from Health, Cardiff Council, the Vale of Glamorgan Council and the Voluntary sector, the Health and Social Care Board brings the partners together in making decisions on how to to design and implement integrated care to meet the needs of local people.

Cardiff and Vale Carers Support and Information Network Group (CSING)

The Cardiff and Vale CSING is an extension of the existing Vale CSING which has operated for some time. CSING aims to bring together a range of sectors, agencies and organisations providing services for carers and provide a forum for sharing information, promoting partnership working, sharing good practice and raising issues relating to services for carers and the cared for.

Planning structure for Learning Disability Services in Cardiff and Vale of Glamorgan

Planning for services across the two counties has been streamlined in order to ensure that decisions can be better informed and involve all stakeholders.

An overarching Learning Disability Partnership Board consisting of senior representatives from Local Authorities and Health Boards make final decisions on polices and finances.

This Board is informed by a cross county Learning Disability Regional Decision Making Board that takes into account evidence drawn from several work stream groups that cover Strategy, Day Opportunities, Integrated Care Management plus Monitoring and Review.

This Board also takes evidence and recommendations into account from the  Learning Disabilities Partnership Group.

Parents and service users along with professionals, third sector providers and others contribute in this process and are actively involved in the Learning Disabilities Partnership Group that meets four times a year.

Cardiff & Vale Learning Disabilities Partnership Group (LDPG)

This group consists of representatives from across all areas of service provision including local authorities, health boards, service providers, third sector organisations, service users and carers.

The group considers strategic priorities, identifying gaps in current provision and highlights possible areas that need investment or attention.

Recommendations from the group feed into strategic planning decisions and influence future policy. This group is a key mechanism by which carers and families can have their views listened to and acted upon.

The group encompasses both Cardiff and the Vale of Glamorgan Councils and informs the formal planning process in both counties.

The flowchart below might male things easier to understand:

 

  

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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Who handles complaints?

Complaints about the Health Service

Complaints about the Health Service

Abertawe Bro Morgannwg University Local Health Board and each of its Trusts and GP Practices have a procedure for dealing with complaints. New Regulations aimed at streamlining the handling of concerns about the Welsh NHS come into force on 1 April
2011. Under the new Putting Things Right arrangements, the NHS in Wales will aim to
“investigate once, investigate well”, ensuring that concerns are dealt with in the right way, the first time round.

Anyone who has a complaint about NHS services is asked to contact the Complaints Officer at the Practice or Trust and that person will be happy to investigate the circumstances
of the complaint and try to resolve it fairly and amicably with you. This is known as Local
Resolution.

If you remain dissatisfied after this, then you can ask the Complaints Officer to refer your
complaint for an Independent Review (Stage II). This will be carefully considered by a Convenor, although there is no automatic right to have such a Review.

More details are available in the booklet “Complaints…Listening…Acting…Improving”
which you can obtain from the Practice/Trust.

If your grievance continues beyond this stage, then you can ask the Public Services
Ombudsman to investigate.

His address is:

Public Services Ombudsman For Wales
1 Ffordd yr Hen Gae
Pencoed CF35 5LJ
Tel: 01656 641 150 0845 601 0987
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Web: www.ombudsman-wales.org.uk

If you prefer, you can ask the Local Health Board to do so.
If you need help with conveying your concern, contact the ABM University Health Board or the Abertawe Bro Morgannwg University Health Board Community Health Council (CHC). Your local CHC provides a free and independent advocacy service, which is able to help patients or the people acting for them to raise a concern.

The CHC will offer advice and support, including putting you in touch with specialist advocacy services if you need them.

ABM Community Health Council
Water Street Business Centre
Water Street
Aberavon
Port Talbot SA12 6LF
Tel: 01639 892271

Board of Welsh Community Health Councils
Tel: 029 2023 5558
Web: www.communityhealthcouncils.org.uk

You can contact the concerns team at Abertawe Bro Morgannwg University Health Board

Tel: 01639 683363/683316
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.


Cardiff and Vale of Glamorgan Community Health Council
Cathy Moss, Advocate
Cardiff and Vale of Glamorgan Advocacy Team
Third Floor Park House
Greyfriars Road
Cardiff CF10 3AF
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Web: www.wales.nhs.uk

Writing a letter to:
Abertawe Bro Morgannwg University Health Board
Mr Paul Roberts, Chief Executive
1 Talbot Gateway
Baglan Energy Park
Port Talbot SA12 7BR

More information on what to do if you are concerned over the quality of healthcare your relative is offered can be found here.

Complaints about Voluntary Organisations

Complaints about Voluntary Organisations

Most complaints regarding a charity should be addressed to the trustees and dealt with
by them under the charity’s own internal complaints procedures. However, there are
a limited number of circumstances where a complaint would fall under the Charities Commission’s jurisdiction, and when it does, they will only take it forward where they are provided with evidence that there is a serious risk to the charity, its beneficiaries or assets. If, someone believes that their complaint is one that falls within their criteria, they should complete the online form (not contact a particular individual within the Commission).

An organisation is a charity in law if it has wholly charitable objects and operates for the public benefit. The Commission registers charities with an annual income over £5000. The Commission does not therefore confer charitable status (an organisation either is a charity or isn’t) and so cannot take it away. If an organisation is a charity, it remains a charity forever and it is the trustees’ responsibility to run it accordingly and in line with charity law.

For further information contact:

Charity Commission
Wales Office
8th Floor Clarence House
Clarence Place
Newport NP19 7AA
Tel: 01663 225505
Contact centre: 0870 333 0123
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Web: www.charity-commission.gov.uk

Consumer Focus Wales

Consumer Focus Wales

Consumer Focus is the new statutory organisation campaigning for a fair deal for consumers in England, Wales, Scotland, and, for postal services, Northern Ireland.

Consumer Focus was created through the merger of three consumer organisations; energywatch, Postwatch and the National Consumer Council (including the Welsh and Scottish Consumer Councils). The new approach allows for more joined-up consumer advocacy, with a single organisation speaking with a powerful voice and able to more readily bring cross-sector expertise to issues of concern.

Consumer Focus has strong new legislative powers. These include the right to investigate
any consumer complaint if they are of wider interest, the right to open up information from
providers, the power to conduct research and the ability to make an official super-complaint about failing services. Consumer Focus is resourced to use these powers and campaign on the issues that matter most to consumers.

For further information contact:

Consumer Focus Wales
Portcullis House
21 Cowbridge Road East
Cardiff CF11 9SR
Tel: 029 2078 7100
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Web: www.consumerfocus.org.uk

Hospital admissions- making sure staff know your child and how to complain!

Hospital admissions- making sure staff know your child and how to complain!

Too many people with a learning disability enjoy second rate healthcare and services- in the past many have been let down by the system and the 1000 lives project was established to help avoid any more unnecessary suffering. Health professionals and families have developed better ways of working that all agencies are now expected to adhere to. These aim to ensure that staff and others have a better understanding of an individuals' needs. likes and dislikes and are better equipped to support their recovery.

The Welsh Government have supported NHS trusts across Wales to develop the 1000 Lives  guide that aims to  improve general hospital care of patients who have a learning disability

Amongst the many practical tips within the guidance is the 'Traffic Light' approach. This is a snapshot of simple information that gives a clear picture of what is important to a person. Apart from essential information on health issues and medication the documentation allows you to inform any care provider things that are unique and important to your relative, this can include routines, things that cause distress or anxiety and the best ways to communicate and care for an individual.

  • Things you should know
  • Things You Must Know
  • Things that matter to me

Raising a concern about Health Services

Putting Things Right

The NHS in Wales aims to provide the very best care and treatment and it is important that we welcome comments and learn from people’s experiences, good or bad. The vast majority of people are happy with the service they receive.
 
Sometimes though, things might not go as well as expected. When that happens, we need to look at what went wrong so we can try to make it better. 
This information applies to you if:
  • You are not happy with care or treatment provided by or for the NHS in Wales
  • Or If you have any other concerns you think we should know about.

It tells you about the arrangements that will be in place from 1 April 2011 for looking into concerns.

 

What is a concern?

A concern is when you feel unhappy about any service provided by the NHS. By telling us about your concern, we can apologise to you, investigate and try to put things right. We will also learn lessons and improve services where they need to be better.

There are some things that we cannot deal with under the arrangements, such as:

  • Private healthcare or treatment (including private dental treatment)
  • A complaint which was made and investigated under the arrangements that were in place before 1 April 2011.

  

Who should I talk to about my concern?

If you feel able to do so, the best place to start is by talking to the staff who were involved with your care and treatment. They can try to sort out your concern immediately. If this doesn’t help or if you do not want to speak to staff who provided the service, then you can contact a member of the concerns team. 

For concerns about health services, you will need to contact your Local Health Board or the relevant NHS Trust.

If you have a concern about services that you have received from your General Practitioner (GP), Dentist, Pharmacist or Optician you should normally ask the practice to look into it for you, but if you prefer, you can ask your Local Health Board to do so.

You can contact the concerns team by:

  • Phoning
  • Emailing
  • Writing a letter
  • Faxing
  • Texting

If you need help to tell us about your concern, please let us know, or contact your local Community Health Council (CHC). Your local CHC provides a free and independent advocacy service, which is able to help patients or the people acting for them to raise a concern. The CHC will offer advice and support, including putting you in touch 
with specialist advocacy services if you need them. Your local CHC can be found below:

  

Who can raise a concern?

If this is something that has happened to you, you can raise the concern yourself. If you prefer, a carer, friend, relative or your local CHC can represent you, but you will be asked to agree to this.

How soon should I tell someone about my concern?

It is best to talk to someone about your concern as soon as possible after the problem happened but you can take up to 12 months to let us know. If a longer time has passed but there are good reasons for the delay, tell us anyway, as we may still be able to deal with your concern.

  

What happens next?

We will:

  • Let you know that we have received your concern within 2 working days (weekends and bank holidays not included);
  • At the same time, ask you if you have any particular needs that we should be aware of in dealing with your concern
  • Also ask you how much you want to be involved and get your consent to accessing your health records, if this is needed
  • Investigate your concern
  • As part of the investigation, decide with you whether we need to get specialist advice (such as a clinical opinion) or other independent help with sorting out your concern
  • Let you know what we have found and what we are going to do about it
  • In most cases, let you have a final reply within 30 working days of the date when we first received your concern (weekends and bank holidays not included). If we can’t reply to you in that time, we will give you the reasons why and let you know when you can expect a reply.

Some cases might need further investigation under the Redress arrangements. Redress is a range of actions that can be taken to resolve a concern where the organisation might have been at fault in causing some harm. It can include a written apology and explanation of what happened, an offer of treatment/rehabilitation to help relieve the problem and/or financial compensation. If Redress may apply to your concern, we will let you know what this means in more detail.

  

What you should do if you are still unhappy

If your concern has been looked at by us and you are still not happy with our response, you can contact the Public Services Ombudsman for Wales.

  • Public Services Ombudsman for Wales
  • This email address is being protected from spambots. You need JavaScript enabled to view it.

Parliamentary and Health Service Ombudsman

Parliamentary and Health Service Ombudsman

The Parliamentary and Health Service Ombudsman considers complaints from the
public against government departments, a range of public bodies in the UK, and the NHS in England, that have not acted properly or fairly, or have provided a poor service.

The Ombudsman regularly looks at complaints about benefits (Department of Work and
Pensions) and hospital treatment (NHS).

The Ombudsman usually only take on a complaint after the organisation, practice or trust involved has had a chance to respond so that they have an opportunity to put things right. However, if you are still unhappy you can bring your complaint to the Ombudsman. If the
complaint concerns a government organisation, it will need to be referred to the Ombudsman by an MP.

To find out who your local MP is,

visit www.findyourmp.parliament.uk
or contact the
House of Commons Information office on 020 7219 4272.

Complaints about the NHS do not have to be referred by an MP.

You can find a copy of the complaint form on the Ombudsman’s website, or you can request one via their enquiry line. The details for these are listed below.

When a complaint is received, a written acknowledgement of this will be sent within two working days. A reference number will also be issued which should be quoted in all future contact. The Ombudsman will keep you regularly informed of the progress they are making in considering your complaint.

For further information contact:

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP.
Tel: 0345 015 4033
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Web: www.ombudsman.org.uk

Public Service Ombudsman for Wales

Public Service Ombudsman for Wales

If you are still dissatisfied you can contact the Public Service Ombudsman for Wales:

The Public Services Ombudsman for Wales
1 Ffordd Yr Hen Gae
Pencoed CF35 5LJ
Tel: 01656 641199
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Web: www.ombudsman-wales.org.uk

 

Help with Complaints in your Area

Who deals with complaints in your local authority

  

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