NEW PATIENT COMPLAINT SCHEME LAUNCHED FOR ROYAL LIVERPOOL CHILDREN'S HOSPITAL, ALDER HEY
The Department of Health has funded the Merseyside-based National Youth Advocacy Service (NYAS) to implement one of the 112 pilot ICAS (Independent Complaints and Advocacy Service) schemes in England and Wales for RLCH, Alder Hey. The ICAS schemes will eventually replace Community Health Councils, which were deemed outdated in the NHS Plan of 2000. ICAS is part of the Department of Health modernisation plan aimed at improving communication between patients and their care providers. This new service is independent but will work closely with the Trust, in particular the Patient Advice and Liaison Service, which was also set up as part of the GovernmentÂ’s modernisation plans.
(PRWEB) January 30, 2003
Embargoed until 00.01 Hours, Thursday 30 January 2003.
The National Youth Advocacy Service and the Royal Liverpool ChildrenÂ’s NHS Trust are collaborating on a new scheme to provide independent, confidential advice and support to children and families when making a formal complaint.
As part of its plans under the Health and Social Care Act 2001, the Government has committed to provide independent advocacy services for patients wishing to make complaints about their care under the NHS.
Alder Hey The Royal Liverpool chlidrens Hospital Trust A NEW INDEPENDENT COMPLAINTS ADVOCACY SERVICE
Liza Durkin, children’s services manager for NYAS, said: “We are going to ensure young people have access to independent help and support in making complaints about their NHS treatment or care.
“This will empower and assist them in making informed choices and take forward their complaints or to deal with problems that have arisen in NHS services”
George Marsh, complaint advocate for ICAS, will co-ordinate the service.
He said: “I will be personally responding to all client enquiries within 24 hours and will meet with them within 48 hours. From there I will guide the client through the complaint procedure which some may find intimidating to embark on alone.
“Advocacy can be a useful tool in giving patients more access and a voice in the decision about their care. As a nation, we put our faith in the NHS and want it to be of the best quality. By working together, welcoming criticism and responding to it, the lives and health of the children and young people can improve.”
NYAS chief executive Elena Fowler added: “We positively embrace this opportunity to work with Alder Hey to support their efforts to remain as a child-focused service.
Senior PALs co-ordinator at The Trust, Jean Pownceby agrees.
“We welcome this opportunity to work with the ICAS team. The Trust is committed to the new agenda of patient participation and listening to the people who use the services. We will continue to work to resolve on the spot issues for patients and their families, but it is really important that they have access to independent support and advice should they decide they want to make an official complaint.”
Rebecca Burke, director of planning and performance management at The Trust said: “We are always working to ensure that the patients’ voices are heard, not just at the complaint stage but at every stage of their journey and that is why we are working with children and their families more and more to help us improve and shape our services.
“However we accept that, like any hospital, things are not always perfect at Alder Hey and sometimes patients and their families will want to make complaints. It is important that when this happens, they have someone independent to guide and support them through the process so that we can achieve an outcome which is best for all concerned.”
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NOTE TO EDITORS
1.
For more information please contact:
Elena Fowler, NYAS chief executive 0151 649 8700 ext 227, mobile 07989 106386, email elena@nyas. net.
Liza Durkin 0151 649 8700 ext 238, mobile 07870 647209, email liza@nyas. net.
George Marsh 0151 649 8700 ext 250, mobile 07985 705592, email george@nyas. net.
Suzanne Hughes, communications manager, The Royal Liverpool ChildrenÂ’s NHS Trust 0151 252 5967, email Suzanne. Hughes@rlch-tr. nwest. nhs. uk
2.
NYAS has more than 20 years experience of independent advocacy provision for young people in matters of youth justice, mental health and other legal matters. There are more than 100 advocates working across England and Wales addressing the needs of people under 25.
3
The PALs service at Alder Hey was established in 2002 and was the first dedicated paediatric PALs service in the country.
