Download a self-help pack

Downloads, Links and useful information

This pack contains all the information you need to begin your own NHS Complaint. Download Here

Contains a list of Frequently Asked Questions about the NHS Complaints Advocacy Service. Download Here

Information on how to refer a complaint to the Parliamentary and Health  Services Ombudsman. Download Here

Guidance on how to access your medical records. Download Here

This document highlights the ways that advocate may be able to help you.
Download Here

We would like to know what you think about our services.

You can contact us about:

  • Something we have done really well
  • Something we did not do or could have done better
  • An idea on how we can improve our service, or how we manage and deliver the service
  • An idea for a new project
  • How you wanted to be treated by us

Comments

All comments are carefully read and considered as we really value all of the comments we receive as they help us to improve the service that we provide.

Compliments

If you feel you have had a particularly good service or want to pass on a compliment to a member of our team or service, we will happily pass it on to the relevant person or service.

Complaints

We strive to provide you with the best possible service. However, if you are unhappy with the service we have provided you, you can complain about us by following our internal complaints procedure. Be promise to be fair, deal with your complaint as quickly as possible, deal with it in confidence and keep you informed at all stages.

Download our:

Complaints policy

Feedback form

If you would prefer to talk with somebody, please contact our Advocacy Manager Direct on : 01785 221776 or email advocacy@ecstaffs.co.uk and we will get back to you within 48 hours.

Healthwatch Staffordshire Advocacy Service is delivered by Engaging Communities Staffordshire, a Community Interest Company whose mission is to be the voice of the public for public services.

Our NHS Complaints Advocacy service prides itself on delivering professional, high quality, client centred support to individuals who need support to make a complaint about the NHS. All of our advocates are experienced and qualified to support people with their complaints. Our principle role is to deliver high quality, tailored support to individuals, ensuring that they get their voice heard and feel empowered that they have a say on decisions which affect their own lives.

Since taking over the delivery of the service for Staffordshire on 1 February 2015, we have seen a dramatic increase in referral numbers with more people than ever before accessing advocacy support. We are constantly striving to reach as many people as possible and are looking to put resources into the public domain for those who cannot access our support, or for other providers to use with their clients. We work closely to the Advocacy Code of Practice and our commitment to providing a high quality, independent advocacy service is set out in our Engagement Protocol. If you would like to refer someone to our service, please click here. If you would like more information about our service or would like to talk to one of the team, you can contact us on 0800 161 5600. We are often able to come and deliver training sessions or presentations to inform people about our services and are happy to discuss what we can offer to suit your needs.

The NHS Constitution establishes the principles and values of the NHS in England. It sets out rights to which patients, public and staff are entitled, and pledges which the NHS is committed to achieve, together with responsibilities, which the public, patients and staff owe to one another to ensure that the NHS operates fairly and effectively.

The Advocacy Code of Practice Document which defines and promotes the key principles of advocacy, including the advocacy charter.

www.ombudsman.org.uk Parliamentary and Health Services Ombudsman- set up to help both individuals and the public, the PHSO looks into complaints where an individual believes there has been injustice or hardship because an organisation has not acted properly or fairly or has given a poor service and not put things right, which includes complaints about the NHS.

www.gmc-uk.org The General Medical Council is an independent organisation that helps to protect patients and improve medical education and practice across the UK. It decides what doctors are qualified to work here and overseas UK medical education and training. The GMC sets the standards which doctors need to follow and makes sure they continue to meet these standards throughout their careers.

The GMC can take action if they believe a doctor may be putting the safety of patients, or the public’s confidence in doctors, at risk.

 

www.nmc.org.uk – The Nursing and Midwifery Council- is the National regulator for Nurses and Midwifes in England, Wales, Scotland and Northern Ireland.

www.lawsociety.org.uk –The Law Society is the independent professional body for solicitors. It provides information to consumers who need help to find a solicitor in their area using their “Find a solicitor” function.

Advocacy

www.nyas.net- NYAS is a UK charity providing socio-legal services through teams of advocates and lawyers. NYAS offers information, advice, advocacy and legal representation to children, young people and vulnerable adults throughout England and Wales.

www.opaal.org.uk – Information about older people and advocacy

www.asist.co.uk – Generic Advocacy, Independent Mental Capacity Advocacy (IMCA), Independent Mental Health Advocacy (IMHA), Ethnic and Minority Groups Advocacy, Harplands Hospital Advocacy Support.

www.bjf.org.uk- Beth Johnson Foundation now offers cancer advocacy for anyone aged 50 or over who has been affected by cancer in the Stoke, Staffordshire and Wolverhampton area. Advocacy support is available for those who have been diagnosed with cancer, their family, friends or carers.

Learning Disabilities

www.mencap.org.uk – A campaigning organisation for people with learning difficulties

www.bild.org.uk – The British Institute of Learning Disabilities

www.learningdisabilities.org.uk – Website on learning difficulties in the UK

www.nas.org.uk – The National Autistic Society

www.c4p.org.uk – The Centre For Participation

www.thebigtree.org – The home of learning disability online

www.browsealoud.com – A tool for audio support for reading websites

www.changepeople.co.uk  – A leading national human rights organisation, campaigning for equal rights for all people with learning disabilities. CHANGE produces training and accessible information on subjects including parenting, sexuality, employment, health, housing and cancer.

Mental Health

www.mentalhealth.org.uk – The Mental Health Foundation

www.mind.org.uk – MIND’s website

www.rcpsych.ac.uk – The Royal College of Psychiatrists

www.mentalhealthalliance.org.uk – Mental Health coalition – info provided by service users and professionals

www.jrf.org.uk – The Joseph Rowntree Foundation – social policy research and development

www.b-eat.co.uk – Beat provides information, help and support for people affected by eating disorders

www.depressionuk.org – A national self-help charity promoting mutual support between members affected by depression

www.sane.org.uk – SANE is a UK-wide charity working to improve quality of life for people affected by mental illness.

steppingstoneseast.com – Stepping Stones East provide accommodation and support to people with mental health conditions.

IMCA

Mental Capacity Act 2005 – The full legislation, by section

Children and Young People

www.nyas.net  – The National Youth Advocacy Service- providing support to children and young people across the UK, including Staffordshire

www.dfes.gov.uk – The Department for children, schools and families

www.youngminds.org.uk – Young people, children & mental health

www.youthnet.org – Online information for young people

www.transitioninfonetwork.org.uk – Transition Information Network

www.talkingpoint.org.uk – Information about Communication Development and Disability

www.youthoria.org/ – Online magazine for 11-19 year olds in Cambridgeshire

www.rainbowtrust.org.uk – Rainbow Trust Children’s Charity provides emotional and practical support to families who have a child with a life threatening or terminal illness.

Carers

www.staffordshirecares.info- provides all information and useful links for carers in Staffordshire

www.nhs.uk/Carersdirect – Free, confidential helpline seven days a week on 0808 802 0202. It provides accurate, relevant information for carers and those who support them.

End of Life Care & bereavement support

www.dyingmatters.org – Dying Matters is a national coalition which aims to change public knowledge, attitudes and behaviours towards death, dying and bereavement. The organisation promotes early end of life discussions to ensure an individual’s choices and decisions are known.

www.thedoveservice.org.uk  The Dove Service offers counselling and support to all those affected by bereavement, life-changing illness and significant loss. Located in Stoke on Trent. (01782) 683155

Other

www.thecbf.org.uk – The Challenging Behaviour Foundation

www.headway.org.uk – Supporting people with a brain injury and those who care for them

www.disabledgo.com – Providing details for anyone with disabilities across the UK of services and venues in their area.

www.worldmedassist.com – A useful set of guidance for all things related to cerebral palsy.

www.scope.org.uk – Scope works with disabled people of all ages, and their families, across England and Wales.

www.independentage.org – Independent Age is a national charity providing information, advice and support to thousands of older people in the U.K and Republic of Ireland.

www.unitedresponse.org.uk – United Response is a national charity that supports people with learning disabilities, mental health needs and physical disabilities to take control of their lives.

www.optua.org.uk – Optua’s mission is to enable and empower people to be their best, whatever their disability.

www.dsc.org.uk – The Directory of Social Change provide information and training to the voluntary sector to enable charities to achieve their mission.

www.avenuesgroup.org.uk – Avenues Trust Group are a group of social enterprises providing support services for people with disabilities.

www.focusondisability.org.uk – Focus on Disability are an online resource offering information, advice, contacts and products for disabled people, the elderly and their carer’s in the UK.

www.compassdisability.org.uk – Compass Disability work to enable disabled people to have equality of opportunity.

www.ecca.org.uk – English Community Care Association are the leading representative body for independent care providers. They also have an online shop at www.eccashop.org.uk where you can choose from over 3,000 competitively priced, independent living and mobility products.

www.ukqcs.co.uk/blog/ – QCS blog, where you can find all the latest news stories and opinions about the Dental, GP and Care Industries.

www.which.co.uk/elderly-care – The information on the Which? Elderly Care site is aimed at relatives and friends of people in need of care advice. The content focuses on financing care, housing options and older people’s needs, such as dealing with memory problems and accessing local authority and NHS care and support.

report-it.org.uk/home – Have you or someone you know been a victim of a hate crime or hate incident? Hate crimes and incidents come in many different forms. It can be because of hatred on the grounds of your race, religion, sexual orientation, transgender identity or disability. Hate crime in any form is wrong. That is why it is important that if hate crime happens to you or someone you know, that you report it.

www.dualdiagnosis.org – Research-based site addressing the strong relationship between substance abuse, addiction and mental health disorders, dedicated to providing comprehensive information about addiction, treatment options and the path to full recovery.

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