Articles in Category: Introduction

Terms Used on this Website

on Monday, 03 June 2013. Posted in Introduction

Here are some terms which appear in the directory, or which people may come up against at other times. see also "Abbreviations"
All Wales Strategy A strategy developed in the 1980s by the Welsh Office to provide integrated services for people with learning disabilities in Wales.
Advocacy Helping someone to express their own wishes and preferences. An advocate is someone who supports another person by voicing the views of that person.
Assessment Process of identifying the health and social care needs of an individual and evaluating their impact so that appropriate action can be planned.
Autism A condition which is associated with a disposition to behave in ways which suggest that the person finds social interaction difficult.
Child Development Centre A centre housing various health and other professionals. A pre-school child may be referred to such a centre for an assessment of their needs. Some centres will house playgroups, nurseries and/or parent support groups.
Carer A person providing care who is not employed to do so by an agency or organisation. A carer is usually a relative or friend looking after someone at home who is frail or ill; the carer can be of any age.
Carer’s Assessment A carer’s assessment formally acknowledges the carer’s contribution as a partner in the caring process. It determines the carer’s own support needs, so that they can continue to care. This assessment is carried out by social services.
Care Co-ordinator Under the Unified assessment process, the care co-ordinator acts as the communication focus for the different professionals involved with an assessment and, most importantly, for the person assessed themselves and their carer. The care co-ordinator should lead the assessment and care planning.
Care Manager A Social Services worker who has responsibility for assessing need and planning how needs will be met.
See also Care Co-ordinator
Care Package Services designed to meet a person’s assessed needs as part of the care plan arising from their assessment. Consists of one or more services, which may be residential and/or community-based.
Care Plan A written statement of the service(s) a person can expect to receive following assessment. Included in the care plan are details about which organisation will provide the service(s), and who to contact if problems arise.
Care Planning Process based on an assessment of an individual’s needs that determines the level and type of support required to meet those needs and the objectives and potential outcomes to be achieved. Care planning leads to a care plan being written for the individual who should have fully participated in the care planning process.
Case Manager A professional (e.g. nurse, doctor, social worker) affiliated with a care plan who is responsible for co-ordinating the care of an individual enrolled in a managed care plan.
See also Care Co-ordinator.
Commissioning Commissioning describes the means by which the local authority and health authority plan, organise and purchase services for people.
Community Based Services Services provided to support a person living in the community.
Community Care The provision of services and support to people who are affected by problems such as ageing, mental health, learning disabilities, or physical or sensory disability, and who need such services to be able to live independently in their own homes, or in homely surroundings in the community (including residential and nursing homes).
Complex Needs A term used by professionals to describe someone who requires the support of a number of professionals / individuals to meet the needs identified in the Care Plan.
Cymorth Cymorth is the Children and Youth Support Fund provided by the Welsh Government. It aims to provide a network of targeted support to improve the lives of children and young people from disadvantaged families.
Day Centre Facility, run by social services, health or a voluntary organisation, that provides care, stimulation and activities for people who need support during the day and is thus also a valuable source of respite for carers.
Direct Payments Direct Payments give recipients the means of controlling their own care at home, giving more choice and flexibility. They are regular monthly payments from Social Services enabling people to employ their own personal assistants for care, instead of receiving help arranged by Social services.
Domiciliary Care Services provided to people at home, to assist them in living independently within the community, eg meals on wheels, community nursing, and home help.
Domiciliary Service Services provided for people in their own homes. They include home care and the services of health workers (e.g. physiotherapists who treat people in their own home).
Educational assessments for children attending school Some children will have their special educational needs identified before attending school, but for others this isn't the case. The stages are similar to a child attending an early years setting.
Early Support Early Support is a mechanism for achieving better co-ordinated, family focused services for young disabled children and their families, to support the Welsh Government's aim to ensure that young children who are disabled or have complex health needs receive:
Co-ordinated services, high quality support and information, child and family-centred approaches and support that enable them and their families to live ordinary lives.
Educational Psychologist (EP) An educational psychologist is a qualified teacher who has additional training as a psychologist. Educational psychologists help children who find it difficult to learn or to understand or communicate with others. They can assess a child’s development and provide support and advice.
Education Social Worker (ESW) (also known as Education Welfare Officer EWO)
A person employed by an LEA to help parents and LEA's meet their responsibilities on school attendance.
ESTYN A government department responsible for the inspection of all schools in Wales.
Families First Families First is an innovation programme that promotes the development by local authority areas of effective multi-agency systems and support, with a clear emphasis on prevention and early intervention for families, particularly those living in poverty.
Generic The grouping of types of people under one heading e.g. disability, age etc.
Health Visitor Someone who specialises in the care of babies and young children at home. They are based at your GPs surgery and can offer advice, training and a sympathetic ear. They can also help you arrange to get a whole range of other services that might be needed.
Home Care Care that is provided to someone in their own home. Also known as domiciliary care.
Independent Living Fund A government agency set up in 1988 to administer funds to support people with severe disabilities living in the community.
Independent Mental Capacity Advocate (IMCA) Someone who provides support and representation for a person who lacks capacity to make specific decisions, where the person has no-one else to support them. The IMCA service was established by the Mental Capacity Act 2005 and is not the same as an ordinary advocacy service.
Individual Education Plan A document for teachers to record short-term targets and strategies for an individual pupil that are different from or additional to other pupils in his/her class.
Independent School A school which is not maintained by an LEA and charges fees but may be approved by the Secretary of State as being suitable for children with special educational needs.
Keyworker Person responsible for co-ordinating the care plan of an individual receiving social care, for monitoring their progress, and for staying in regular contact with the agencies and individuals involved.
See Care Co-ordinator.
Lasting Power of Attorney A Power of Attorney created under the Mental Capacity Act 2005 appointing an attorney (donee), or attorneys, to make decisions about the donor's welfare, including healthcare, and/ or deal with the donor's property and affairs.
Learning Disability A term describing people who have considerable barriers to learning and who therefore may find activities that involve thinking and understanding difficult. They may need help and support with their everyday lives and education. Some people with a learning disability may also have an additional impairment such as sensory impairment or a physical disability.
Learning Support Assistant (LSA)
(also known as Teaching Assistant)
A person providing support for an individual pupil or group of pupils with special educational needs and/or disabilities
Local Education Authority (LEA) Local government body with a wide range of responsibilities for children's education. For children with special educational needs this includes carrying out statutory assessments and maintaining statements of special educational need
Maintained School A school maintained by an LEA, including community voluntary aided and foundation schools.
Mental Capacity Act 2005 Legislation that governs decision-making for people who lack capacity to make decisions for themselves or who have capacity and want to make preparations for a time when they may lack capacity in the future. It sets out who can take decisions, in which situations, and how they should go about this.
Multi-disciplinary Referring to a team made up of professionals from different specialisms, typically including Doctors, Nurses, Psychologists, Social Workers and Occupational Therapists.
Ombudsman A representative of a public agency or a private non-profit organization who investigates and resolves complaints made by or on behalf of individuals.
Occupational Therapist (OT) They visit the person you care for and can advise on and provide special equipment to help with daily life, for example help with the bath, toilet or the stairs. They can teach you the best and easiest way to do things and how to use the equipment they provide.
Person Centred Planning (PCP) Person Centred planning is a way of enabling people to think about what they want now and in the future. It is about supporting people to plan their lives, work towards their goals and get the right support.
Physiotherapist (Physio) They visit at home and help disabled or ill people with special exercises either to improve things or at least stop something getting worse. Sometimes they assist with special breathing techniques and can advise on special care that is sometimes needed.
Portage Home based educational support for pre-school children with special education needs.
Primary Care Health Care provided to people in the community to maintain their well-being and/or to deal with problems which might otherwise require more intensive intervention eg GP’s.
Providers Any person, group of people or organisation supplying a community care service. Providers may be in either statutory or non-statutory sector services.
Purchaser See Commissioning.
Referral A request for help from someone in need of an assessment, which has usually been written down in brief notes. A referral can also be made by a third party on someone else’s behalf, eg a GP for a patient, or a relative on behalf of a family member.
Respite Care A range of services that provide a break for an individual and/or their carer. This may take place in the person’s own home, in a day centre or in a setting away from the home. It may be for very short periods of a few hours, or for longer periods.
School Action This is when a teacher or SENCO identifies that your child has special educational needs and needs additional or different support to what's offered in the general curriculum.
School Action Plus When a request for help from external services or a specialist such as an educational psychologist is made.
School Nurse A school nurse is a medical nurse, based in a school, who provides support for children’s medical needs.
Self Advocacy Advocating on behalf of oneself, possibly with support.
Service Providers Organisations of all shapes and sizes which run activities or facilities designed to help people in some way.
Service Users People who receive health and social care services. They may be individuals who live in their own homes, are staying in care or are being cared for in hospital.
Social Services Council department which organises social care for vulnerable children and adults.
Social Worker (also known as a Care Manager/Care Co-ordinator)
Social workers can help people to get the support and services that they need. This can be practical help in your home, benefits money, information about other organisations nearby that could help, a break for you from caring and information about a local carers group.
SENDIST An independent Special Educational Needs and Disability Tribunal that hears parents' appeals against LA decisions on their child's special education needs, or parents' claims of disability discrimination against their children in schools.
Special Educational Needs Co-ordinator (SENCO) Member of staff of a school or early education setting who has responsibility for co-ordinating SEN provision within that school. This may be a headteacher or deputy in a small school.
Special Needs Health Visitor A specialist health visitor has additional training and experience of working with young children with medical problems or disabilities. They can act as a bridge between hospital and community health services in the pre-school years.
Special Schools State schools in England and Wales which are provided by local education authorities for certain children with special educational needs.
Speech and Language Therapist A speech and language therapist is a health professional specialising in communication development and disorders (and associated eating and swallowing difficulties). They offer support and advice to parents of children with any type of communication problem. They assess, diagnose and develop programmes of care to help children develop their communication, language and speech, including sign language.
SpLD Specific Learning Difficulties This term may be used to describe dyslexia and related difficulties.
Statement(ing) of Special Educational Needs The process of assessing in England and Wales that a child has special needs which will require special services from the local authority. Introduced in the Education Act 1981 to implement the recommendations of 'Special Educational Needs' (Warnock Report) replacing the previous mechanisms of ascertainment.
Statutory Assessment A Statutory Assessment is a comprehensive, formal, multi-agency assessment of a child's needs and it is coordinated by the Local Authority (LA). Assessment is generally requested by the school or other professional but parents have the right to make a direct request in writing to the LA if they wish.
Supported Accommodation/ Living A permanent or temporary home where clients are also provided with general counselling and support by their landlord/lessee or someone acting on their behalf.
Supporting People New initiative for funding housing for vulnerable people. The system for planning, monitoring and funding all housing related support services.
Third Sector The 'third sector' is the term used to describe the range of organisations that are neither public sector nor private sector. It includes voluntary and community organisations (both registered charities and other organisations such as associations, self-help groups and community groups), social enterprises, mutuals and co­operatives. Third sector organisations (TSOs) are independent of government, are 'value-driven', and reinvest any surpluses generated in the pursuit of their goals.
Unified Assessment The purpose of Unified Assessment is to develop and integrate the process of health and social care assessment and care provision. It is person centred, avoids duplication and integrates new eligibility criteria.
Voluntary Sector Organisations, often registered as charities, which operate on a non profit-making basis, to provide help and support to the group of people they exist to serve. They may be local or national, and they may employ staff, or depend entirely on volunteers. They are now sometimes referred to as the 'Third Sector'
Young Carer People under the age of 18 who have to care for someone in their family like a parent, grandparent, brother or sister.

 

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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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