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Our Governance team deal with a range of concerns, complaints and compliments. Find an overview for each quarter below.


Diabetes Care/Medical Equipment

As a result of this complaint, further discussions were held with the treating Trust and NHS England, which enabled a new policy, already in development, to be finalised and published by the ICB. The policy was shared with the complainant and a meeting held to explain the ICB’s responsibility in this area and the actions being taken to expedite this funding along with assurance of how we are working to remove any barriers. A final action was taken to update the complainant on progress made with this. 

 

CHC Care Home Placement

As a result of this complaint a clear standard operating procedure has now been developed for the transfer of patients across border to ensure that a reoccurrence of this experience is avoided.

 

CHC Funding Eligibility Assessment 

As a result of this experience, all CHC Nurse Assessors have been reminded of the importance of explaining to individuals and their representatives the process of Multi-Disciplinary Team recommendations, without the presence of a Social Worker at the assessment. Additionally, recognising that this concern was a developing theme in several complaints received by the ICB, an action has been taken for the development of an information leaflet to share with individuals and their representatives clearly outlining the recommendation process in the absence of Multi-Disciplinary Team presence at assessments.