The development of Local Healthwatch in Kent Part one: key findings
The development of Local Healthwatch in Kent Part one: key findings
The development of Local Healthwatch in Kent Part one: key findings
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Information and signpost<strong>in</strong>g to support choice<br />
K LHW should review and learn from exist<strong>in</strong>g signpost<strong>in</strong>g and <strong>in</strong>formation<br />
resources from other organisations <strong>in</strong> <strong>Kent</strong> and beyond. It is particularly<br />
important to engage and <strong>in</strong>volve staff from PALS, customer services and<br />
compla<strong>in</strong>ts roles. <strong>The</strong> <strong>in</strong>formation function is seen as a pr<strong>of</strong>essional role that<br />
cannot be effectively delivered by volunteers. <strong>The</strong>re may be opportunities for<br />
volunteers to support pr<strong>of</strong>essionals but there are limits to what they can be<br />
expected to manage.<br />
K LHW needs to be able to work with commissi<strong>one</strong>rs to identify the options<br />
and opportunities for consumer choice so that it can signpost effectively.<br />
Possible areas that participants identified where K LHW may support the<br />
public to make choices <strong>in</strong>clude:<br />
• Choice <strong>of</strong> GP practice<br />
• Choice <strong>of</strong> nurs<strong>in</strong>g or residential home<br />
• Choice <strong>of</strong> hospital for elective surgery<br />
• Choice <strong>of</strong> support group<br />
• Maternity choices<br />
<strong>The</strong> quality <strong>of</strong> the <strong>in</strong>formation function is seen as central to the credibility <strong>of</strong><br />
K LHW and needs to be managed <strong>in</strong> a robust way with a clear identification<br />
<strong>of</strong> risks.<br />
As well as provid<strong>in</strong>g <strong>in</strong>formation to <strong>in</strong>dividual patients and service users,<br />
K LHW would also be well placed to communicate general health and social<br />
care <strong>in</strong>formation across <strong>Kent</strong>. It could be a powerful conduit for public<br />
<strong>in</strong>formation and for awareness rais<strong>in</strong>g. Information could be adapted by<br />
K LHW to ensure that it reaches diverse groups.<br />
Compla<strong>in</strong>ts Advocacy<br />
Compla<strong>in</strong>ts advocacy is seen as an <strong>in</strong>tegral part <strong>of</strong> a successful K LHW.<br />
All participants were <strong>in</strong> favour <strong>of</strong> this option be<strong>in</strong>g actively pursued. <strong>The</strong>re<br />
were important debates about the def<strong>in</strong>ition <strong>of</strong> compla<strong>in</strong>ts advocacy and the<br />
dist<strong>in</strong>ction with the wider compla<strong>in</strong>ts function. It was felt very important that<br />
the role was clearly def<strong>in</strong>ed and communicated.<br />
Data from the compla<strong>in</strong>ts advocacy function should be <strong>in</strong>tegrated <strong>in</strong>to the<br />
other data and <strong>in</strong>sights that K LHW will collect. Triangulation <strong>of</strong> data and<br />
patient experience was seen as a pr<strong>in</strong>ciple benefit <strong>of</strong> K LHW.<br />
<strong>Kent</strong> already has a number <strong>of</strong> compla<strong>in</strong>ts functions located <strong>in</strong> Primary Care<br />
Trusts, the County Council and providers. It is important that these functions<br />
are properly mapped and understood. A number <strong>of</strong> advocacy functions exist<br />
24<br />
<strong>The</strong> <strong>development</strong> <strong>of</strong> <strong>Local</strong> <strong>Healthwatch</strong> <strong>in</strong> <strong>Kent</strong>: assess<strong>in</strong>g read<strong>in</strong>ess for <strong>Local</strong> <strong>Healthwatch</strong>