20121108 autumn 2012 speakout newsletter - Care Quality ...
20121108 autumn 2012 speakout newsletter - Care Quality ...
20121108 autumn 2012 speakout newsletter - Care Quality ...
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speak out<br />
SpeakOut E-bulletin<br />
Autumn Edition <strong>2012</strong><br />
News from the Network<br />
Community Network<br />
joins SpeakOut<br />
Phone Friendship<br />
Groups Providing<br />
Mental Health<br />
Support.<br />
Combating social<br />
isolation has<br />
traditionally<br />
involved self-help groups where patients<br />
regularly meet to discuss their problems<br />
and coping mechanisms. These group<br />
sessions have proved very successful<br />
in providing mutual support and<br />
understanding for those participating<br />
in the group. However, at Community<br />
Network we operate a variation of this<br />
type of self-help group where - instead of<br />
group members meeting face-to-face, the<br />
sessions are conducted over the telephone.<br />
For twenty years Community Network<br />
has helped vulnerable people overcome<br />
feelings of social isolation by using the<br />
technology of telephone conferencing<br />
to set up and run telephone support and<br />
befriending groups. We have worked with<br />
many organisations serving a wide range of<br />
beneficiaries including older people, single<br />
mothers, the long-term sick, the disabled,<br />
carers, refugees – and those living with<br />
mental illness.<br />
A telephone befriending group allows<br />
6 to 8 people to regularly link up on the<br />
telephone for up to an hour to discuss how<br />
they are feeling, any concerns they may<br />
have or simply chat with others and make<br />
new friends. A trained group facilitator is<br />
responsible for each group to ensure it runs<br />
smoothly and that all group members find<br />
the experience beneficial.<br />
Community Network funds this work<br />
through a combination of grants and the<br />
sale of telephone conferencing services. As<br />
a social enterprise, all proceeds from the<br />
teleconferencing business are ploughed<br />
directly back into the telephone friendship<br />
groups.<br />
For further information contact<br />
Community Network on 0845 619 9992<br />
News from the Network<br />
page<br />
Recent SpeakOut<br />
Consultations and<br />
Reviews<br />
page 3<br />
Experts by Experience<br />
News from CQC<br />
page 4<br />
CQC Publications<br />
page 6<br />
Other items of interest<br />
page 7<br />
Contributions from Clare Delap, Jane Golden, Jez Buffin and SpeakOut Network<br />
Congratulations to Salma Lokat from<br />
Mashriq Resource Centre, Mohammed<br />
Hanif from Al-Hayat and Samina Naz from<br />
the Saheli Group who all became Experts<br />
by Experience. Experts by Experience are<br />
people with experience of using health<br />
and social care services who are recruited,<br />
trained and supported to help the <strong>Care</strong><br />
<strong>Quality</strong> Commission on inspection visits.<br />
Two other SpeakOut members - Mary<br />
Birch, from OLGA, and Mary Broughton,<br />
from OPAG/SEEFA - were already appointed<br />
as experts before they joined the Network.<br />
York Independent Living Network is looking for volunteers<br />
If you have some spare time on your hands<br />
and would like to get involved contact YILN<br />
Asian Disabled Association<br />
Karnail Sodhi and colleagues from Asian<br />
Disabled Association have been fundraising<br />
to help children fleeing the war in Syria.<br />
They climbed Ben Nevis in October to<br />
raise money raised which will go towards<br />
medical costs.<br />
Karnail is appealing for sponsorship.<br />
Brent Advocacy Concerns: BAC<br />
The Management Committee of Brent<br />
Advocacy Concerns (BAC) recently<br />
announced its decision to make the<br />
Coordinator, Richard Downes, redundant,<br />
despite the group providing advocacy<br />
support to disabled people in Brent for more<br />
than 20 years.<br />
This was a difficult decision for the<br />
Committee as Richard has worked for BAC<br />
for 21 years, actively advocating on behalf<br />
of disabled people in Brent. The Committee<br />
would like to take this opportunity to<br />
publicly recognise Richard’s dedication and<br />
commitment and to thank him for all his<br />
hard work.<br />
Tel: 0795 2501 894<br />
Email: admin@yiln.org.uk<br />
If you would like to make a donation,<br />
however small, it would be greatly<br />
appreciated.<br />
Please contact Karnail directly either by<br />
email KSS10@aol.com or telephone on<br />
07576340520.<br />
In the meantime the organisation<br />
will be run by volunteers so that BAC can<br />
continue providing advocacy free of charge<br />
at the point of delivery. BAC is looking<br />
for more volunteers to fundraise, provide<br />
advocacy etc.<br />
If you can help then contact: Brent<br />
Advocacy Concerns, Willesden Centre for<br />
Health and <strong>Care</strong>, Robson Avenue, London,<br />
NW10 3SG. Phone 020 8459 1493<br />
You can read Richard’s Disability Arts<br />
Blog: http://disabilityartsonline.org/Rich-<br />
Downes<br />
We wish Richard the very best for the<br />
future
News from the Network continued<br />
TOFF organises over 50s Conference<br />
SpeakOut<br />
makes<br />
another<br />
film<br />
SpeakOut E-bulletin<br />
Spring Edition <strong>2012</strong><br />
Contributions from Clare Delap, Jane Golden,<br />
Jez Buffin and SpeakOut Network<br />
News from the<br />
Network<br />
page 1<br />
Consultations<br />
and reviews<br />
page 2<br />
CQC news<br />
page 4<br />
CQC publications<br />
page 5<br />
Other<br />
publications<br />
page 6<br />
Other items of<br />
interest<br />
page 6<br />
Reimbursements<br />
and payments<br />
for service user<br />
involvement<br />
page 7<br />
Fifteen people from six SpeakOut groups came to<br />
London to CQC’s head office to make a film which was<br />
shown at the Healthwatch launch on October 1st.<br />
Filming on the day went smoothly with everyone<br />
keen to get started and appreciating the opportunity to<br />
meet Anna Bradley, Chair of Healthwatch.<br />
Network members challenged Anna about access to<br />
services with questions such as:<br />
“Will Healthwatch have any teeth?”<br />
“Who will listen to people like ‘us’”<br />
“How will Healthwatch tackle complex concerns such<br />
as lack of service provision and support in relation to<br />
substance abuse?”<br />
“What will be the relationship between local Healthwatch<br />
and Healthwatch England?”<br />
All groups were well prepared and Anna gave<br />
excellent responses and got everyone fired up for their<br />
part in the film!<br />
News from the Network<br />
CQC e<strong>Quality</strong><br />
Voices group<br />
Mohammed Hanif from Al-Hayat attended<br />
the second meeting of the e<strong>Quality</strong> Voices<br />
Group at Sadlers Wells in London which was<br />
co-chaired by Kay Sheldon (CQC) and Abina<br />
Parshad-Griffin (Group member).<br />
The meeting was split into 3 sessions.<br />
The first session looked at feedback from<br />
the 8 monitoring groups in relation to<br />
the main findings and recommendations<br />
for the CQC, including any positive and<br />
negative key points about the process for<br />
the afternoon session. There then, followed<br />
a group discussion with Dame Jo Williams<br />
relating to the ‘Department of Health<br />
Performance and Capability review of CQC’.<br />
The afternoon session involved an<br />
evaluation around the e<strong>Quality</strong> Voices<br />
Terms of Reference and whether the group<br />
was making a difference; could it make<br />
a difference; how it would do this. This<br />
involved the Group members in one group<br />
and CQC staff in another. The two groups<br />
came back together to discuss and agree<br />
on what to take forward for the future.<br />
CQC Children and Young People’s group<br />
Aisha Tanveer was one of the young people<br />
who attended the CQC Children and Young<br />
People’s working group at Sadlers Wells<br />
in London. A member of the Nottingham<br />
Saheli Group she writes:<br />
“Yesterday morning at school we<br />
had a rather in depth debate on the<br />
atrocious crimes of society against the less<br />
fortunate, the entire stigma against older<br />
generations, sexism, and of course the<br />
capitalism that brainwashed us all. Whilst<br />
I was all for arguing full-fledged on either<br />
of these matters, I was appalled that no<br />
one had mentioned the insufficient and<br />
inadequate support provided for those<br />
among us who have special needs in any<br />
shape or form. No, they all argued, we are<br />
in a developed country with human rights<br />
and a justice system no ill could come.<br />
How very wrong they were.<br />
You may be slightly surprised by the<br />
criticism of a 16 year old but this full heated<br />
aggression came from attending the<br />
Sadler’s Well Conference in London which<br />
speak out<br />
was put together by the CQC in order to<br />
engage young representatives in their work.<br />
I found the day to be incredibly<br />
beneficial as it really opened my eyes to<br />
areas and prejudices in society and care<br />
that I probably had not dwelled on before<br />
or even made the slightest attempt to look<br />
at. Actually going there and having my<br />
voice being heard was truly amazing as it<br />
gave me an insight to all the possibilities<br />
that are there in the future. The most<br />
inspiring thing was meeting people who<br />
had special needs and have had to deal<br />
with huge bureaucratic systems such as,<br />
the young girl who couldn’t go to university<br />
because they couldn’t accommodate her<br />
wheelchair. You never realise the negative<br />
light of things until you are actually shown<br />
it!<br />
I thoroughly enjoyed the event and<br />
would like to thank CQC for letting me be<br />
a part of the day. It really hit home and I<br />
decided to make a change. I wondered why<br />
somebody didn’t do something to make a<br />
change, then realised I am that somebody!”<br />
Thank you for all the positive comments about the <strong>newsletter</strong>.<br />
Here is what you have said:<br />
‘The <strong>newsletter</strong> is looking great’<br />
Asian Disabled Association (ADA)<br />
‘I think the <strong>newsletter</strong> looks great and is<br />
a good read’<br />
Mike Reed, CQC Public<br />
Communications Manager<br />
‘The <strong>newsletter</strong> is very impressive.’<br />
Kay Sheldon, CQC Board member<br />
Awaaz FM spread the word<br />
Ali Beg, Awaaz FM<br />
Community Radio Project<br />
Manager writes:<br />
In June Awaaz FM were invited by Southampton<br />
Voluntary Services to talk about their membership of<br />
SpeakOut and about the work that they have been<br />
doing on behalf of the <strong>Care</strong> <strong>Quality</strong> Commission at the<br />
Disabled and Older Persons Forum.<br />
They attended the forum and spoke of their<br />
association with CQC and how they had come to join<br />
SpeakOut. They also had a chance to talk about many of<br />
the other groups in the Network and the importance of<br />
diversity within SpeakOut.<br />
Thirty groups were present at the Forum and there<br />
were lots of questions at the end of the presentation<br />
with many groups expressing an interest in working with<br />
CQC in future consultations and reviews.<br />
We also spoke about the Home <strong>Care</strong> survey and<br />
groups were keen to log on the internet to fill in the<br />
online survey.<br />
Sara Cain senior communications officer for<br />
Healthwatch was very pleased with all contributions and<br />
the final product:<br />
“Many thanks to all the people from SpeakOut<br />
groups who took part and helped to make this film for<br />
our Healthwatch launch – your thoughts on Healthwatch<br />
will be used to promote our work with communities.”<br />
You can see the film by visiting the following link<br />
http://www.healthwatch.co.uk/news/people-tell-ustheir-views-about-healthwatch-england<br />
You can also keep up to date with Healthwatch<br />
developments by visiting the new web-site for<br />
Healthwatch England at www.healthwatch.co.uk.<br />
Groups who took part: Saheli Project, Nottingham;<br />
Equity Partnership, Bradford; Bradford Association of<br />
Visually Impaired People; Asian Disabled Association,<br />
Derby; Map Squad, London; Awaaz fm, Southampton.<br />
“‘What a great <strong>newsletter</strong>!’<br />
Rose Sibley, CQC Involvement Officer<br />
‘Thanks for the <strong>newsletter</strong> - I thought it<br />
looked great and hopefully will be read<br />
by a good many people.’<br />
Sue Towers, Senior Designer CQC<br />
We have also had really positive feedback about our new web-site www.<br />
<strong>speakout</strong>network.org. Have you visited it yet? It is a great place to keep<br />
abreast not only of what is happening across the Network but also with what<br />
is happening across the wider health and social care agenda. You can also post<br />
your own news and announcements on our members page.
Recent Speakout Consultations And Reviews<br />
CQC Strategic Review<br />
Over the last 6 months CQC have been<br />
consulting a range of stakeholders around<br />
developing their strategic priorities for the<br />
next three years. While there has been general<br />
consensus on CQC’s strategic direction<br />
there were some also different views.<br />
Several SpeakOut groups took part<br />
in the review and raised issues that were<br />
pertinent to their communities such as the<br />
importance of:<br />
• working in partnership with local<br />
organisations, such as SpeakOut groups, to<br />
gather more information at a local level<br />
• raising public awareness of CQC and<br />
providing information in a way that is easy<br />
to understand, empowering people to<br />
make an informed choice<br />
• gathering the views and experiences of a<br />
range of people from different cultures and<br />
backgrounds<br />
The above themes are reflected in CQC’s<br />
proposed strategic priorities.<br />
Over the summer ADA, Binoh and Al Hayat all commented<br />
on CQC’s Equality and Human Rights Impact Assessment for<br />
the Judgement Framework that CQC are planning to use. Lucy<br />
Wilkinson, Equality and Human Rights manager gave feedback<br />
regarding their contribution saying:<br />
“I think this has worked extremely well. The responses are<br />
considered and interesting. It appears that the respondents agreed<br />
with the overall ‘direction of travel’ in terms of the compliance<br />
model but flagged issues associated with ensuring essential<br />
standards are met for people with specific protected characteristics<br />
- either due to lack of data collection from providers or lack of<br />
probing from inspectors.”<br />
CQC executives thanked SpeakOut for<br />
their involvement:<br />
“Thank you to everyone who<br />
contributed to the first stage of CQC<br />
strategy review. A summary report is<br />
now available on online community.<br />
http://www.cqc.org.uk/organisations-weregulate/get-involved/join-our-onlinecommunities-providers.<br />
The next phase of the strategy review<br />
has started. More details are available on<br />
the CQC website. http://www.cqc.org.uk/<br />
thenextphase. CQC’s vision of success is<br />
a health and social care sector where more<br />
services provide care that meets national<br />
standards of quality and safety. This means<br />
that more people will receive better care.<br />
The consultation paper is asking your<br />
views on seven specific questions:<br />
• how CQC regulates services.<br />
• how CQC manages its independence.<br />
• how can CQC measure its own impact.<br />
• CQC’s relationship with the public and<br />
Equality and Human Rights Impact Assessment (EHRIA)<br />
CQC Investigations Leaflet<br />
Five SpeakOut groups were recently involved<br />
in checking a new CQC leaflet that<br />
is designed to inform the public about the<br />
way that CQC carries out its investigations.<br />
CQC has investigation powers to look into<br />
the delivery of services if there are concerns<br />
about the care that people are receiving.<br />
Comments made by groups included:<br />
“visuals could be more colourful” “...<br />
like the way pictures back up the words”<br />
“the leaflet is informative, clear and well<br />
presented” “your views on the care you get<br />
is important - suggest change this to crucial<br />
or absolutely necessary” “leaflet is easy to<br />
follow with a diverse range of pictures”<br />
Some groups commented on the lack<br />
of colour and how they felt some of the<br />
images were out of date.<br />
Groups asked whether this information<br />
would be translated into languages other<br />
than English, or other formats such as<br />
audio.<br />
Holly Daniels, CQC Accessible<br />
Communications Officer provided very<br />
positive feedback about the work:<br />
“Thank you to all the groups who took<br />
part in this task and for your feedback on the<br />
easy to read version of our information sheet<br />
with organisations that provide care.<br />
• CQC’s role in the complaints system.<br />
• CQC’s responsibilities in relation to<br />
mental health services<br />
The strategic review will continue until<br />
December <strong>2012</strong> and CQC would like your<br />
further input by responding online at<br />
www.cqc.org.uk/thenextphase or by email<br />
to: CQCTheNextPhase@cqc.org.uk<br />
Or you can post your feedback to:<br />
CQC The Next Phase<br />
CQC National Customer Service Centre<br />
Citygate, Gallowgate<br />
Newcastle upon Tyne, NE1 4PA<br />
Copies of all the relevant documents are<br />
available at<br />
http://www.cqc.org.uk/thenextphase<br />
including both easy read and audio<br />
versions.<br />
Not only will these responses be useful for the Compliance<br />
Model EHRIA, they will be useful for the evaluation of Equality<br />
Diversity and Human Rights in reviews of a compliance project<br />
that I am leading which will look at some of the more detailed<br />
issues about the compliance model in relation to Equality<br />
Diversity and Human Rights.<br />
Kathryn Breeze, from CQC’s Design team echoed Lucy’s<br />
comments: “The comments received have been extremely useful in<br />
further understanding the impacts across the different groups. We<br />
are currently taking these on board to understand what action we<br />
need to take, especially regarding the impacts on carers.”<br />
about our investigations.<br />
This is an important document<br />
which will hopefully support people with<br />
communication access needs to understand<br />
why we are visiting their service.<br />
Your feedback was positive with lots of<br />
valuable suggestions which have helped us to<br />
improve the easy to read document.”<br />
Groups who commented were: Map<br />
Squad, Asian Disabled Association, Binoh,<br />
Al Hayat, Leicester BME Elders Forum.
News from CQC<br />
Jo Williams resigns as<br />
CQC Chair<br />
Healthwatch launch<br />
Healthwatch England was launched<br />
by Anna Soubry, Parliamentary Under<br />
Secretary of State on 1 October <strong>2012</strong>.<br />
In a specially commissioned short<br />
film for the launch, SpeakOut groups and<br />
members of the public who use health and<br />
social care services talk about their views<br />
on what Healthwatch England should<br />
achieve.<br />
Commenting on SpeakOut’s involvement<br />
Anna said:<br />
“The involvement of SpeakOut at this<br />
time is very important for Healthwatch<br />
Safeguarding matters<br />
to everyone<br />
If you are concerned<br />
about the safety or<br />
protection of a child or<br />
a vulnerable adult you<br />
should contact your Local<br />
Authority Social <strong>Care</strong><br />
department. You can get<br />
this information from:<br />
http://www.direct.gov.<br />
uk/en/Dl1/Directories/<br />
Localcouncils/<br />
AToZOfLocalCouncils/<br />
DG_A-Z_LG.<br />
If you can’t get through<br />
to your council, you can<br />
call CQC on 03000 616161<br />
or email: enquiries@cqc.<br />
org.uk<br />
!<br />
Jo Williams, CQC Chair announced her<br />
resignation in August. In an email to CQC<br />
staff she said<br />
“It’s been a demanding and complex<br />
role and there have undoubtedly been<br />
challenges. But there is now clear evidence<br />
that our work is beginning to have an<br />
impact on the care that people receive.”<br />
Jo thanked staff for their support during<br />
her time as Chair and for their commitment<br />
to improving care for people who use<br />
services.<br />
She stated she was optimistic about<br />
CQC’s future - with a new 5 year strategy<br />
review, a new Chief Executive and new<br />
HealthWatch Chair in post she said:<br />
“It’s a good time to step aside and for<br />
a new Chair to continue to build on our<br />
achievements.”<br />
England. I would like to thank all of those<br />
who were involved in the film about<br />
Healthwatch. The film really helps to<br />
communicate what Healthwatch is all about.<br />
Healthwatch England looks forward to<br />
working with more members of the SpeakOut<br />
network in future.”<br />
Watch the video here: http://www.<br />
healthwatch.co.uk/news/people-tell-ustheir-views-about-healthwatch-england:<br />
For more information about Healthwatch:<br />
http://www.healthwatch.co.uk/<br />
CQC started registering GPs and other<br />
primary medical services from<br />
April <strong>2012</strong>.<br />
While the registration process is<br />
continuing CQC is also developing<br />
processes for how they will monitor<br />
compliance of services (which comes<br />
into effect from 1 April 2013). The<br />
Chair of HealthWatch<br />
England announced<br />
Anna Bradley has been appointed as the<br />
Chair of HealthWatch England and a CQC<br />
Board member.<br />
“I am very excited about this opportunity<br />
to represent and amplify the voices of people<br />
who use the health and care system. I am<br />
clear that those who run, commission, and<br />
regulate services need to learn from the<br />
people who use those services. HealthWatch<br />
England will act as a champion for those<br />
who sometimes struggle to be heard. I am<br />
privileged to be determining the future shape<br />
of the organisation - and determined that<br />
it will make a genuine difference where it<br />
matters most. My immediate focus will be<br />
to identify strategic priorities for action, and<br />
then to ensure that these inform real change<br />
to the future of service delivery.”<br />
GP Registration<br />
Process<br />
results of a pilot scheme to look at<br />
what might work best will be published<br />
later this year.<br />
For more information:<br />
http://www.cqc.org.uk/organisationswe-regulate/gps-and-primarymedical-services
Winterbourne View update<br />
The 11 people that were charged following<br />
the abuse uncovered at Winterbourne View<br />
in 2011 all pleaded guilty in August this year.<br />
Dame Jo Williams, Chair of the <strong>Care</strong><br />
<strong>Quality</strong> Commission said:<br />
“This prosecution sends out a clear<br />
message that care staff who abuse<br />
vulnerable people will be charged and<br />
brought before the courts.<br />
“We are committed to do all we can to<br />
protect vulnerable people – and we apologise<br />
to patients at Winterbourne View, and their<br />
families, for our failure do so quickly enough<br />
in this case.”<br />
After the events of Winterbourne<br />
View CQC carried out a full review of their<br />
systems and processes that showed failings<br />
in the way whistleblowers were involved<br />
and how the information passed by them<br />
was processed the information.<br />
As a result CQC have made significant<br />
changes to various areas of their work<br />
to ensure that they are better placed to<br />
respond to concerns of whistleblowers in<br />
order to protect vulnerable people.<br />
This includes:<br />
• follow-up on action plans when services<br />
aren’t meeting government standards.<br />
• build new ways to work with local<br />
safeguarding teams.<br />
• analyse safeguarding alerts so we can<br />
spot trends in care.<br />
CQC Works with Stonewall<br />
Dame Jo Williams went on to say:<br />
“Winterbourne View was a watershed<br />
moment for CQC. We did not respond as<br />
we should have and we have offered our<br />
apologies to the patients and their families.<br />
“We have been honest about our<br />
limitations at the time and willing to learn<br />
from them. We carried out an urgent and<br />
thorough internal review to strengthen our<br />
processes and to ensure that we are better<br />
placed to play our part in protecting people in<br />
vulnerable care situations.”<br />
Health and social care services must take<br />
into account the sexual orientation of<br />
people using their services and must avoid<br />
any form of discrimination in order to comply<br />
with Government standards.<br />
Lesbian, gay and bisexual (LGB)<br />
people must feel safe and confident when<br />
receiving care services.<br />
Stonewall, a charity that campaigns for<br />
LGB equality, has produced a guide for care<br />
and support organisations about working<br />
with older LGB people.<br />
The guide provides information on:<br />
Your rights under the Mental Health Act<br />
Most people receiving mental health care<br />
do not have their rights restricted. However,<br />
in some instances this happens to protect<br />
the person receiving treatment and others.<br />
Detention in hospital:<br />
Find out what to expect if your rights are<br />
restricted if you’re suffering from a mental<br />
illness and are detained under the Mental<br />
Health Act for assessment or treatment in<br />
a hospital.<br />
http://www.cqc.org.uk/public/what-arestandards/your-rights-under-mental-<br />
health-act/information-people-detainedhospital<br />
Community treatment orders:<br />
Find out what to expect if your rights<br />
are restricted if you’re being discharged<br />
from hospital and are given a community<br />
treatment order (CTO).<br />
http://www.cqc.org.uk/public/what-arestandards/your-rights-under-mentalhealth-act/information-people-subjectcommunity-treatment-orders<br />
CQC Chief Executive<br />
David Behan said:<br />
“There is much for<br />
all the organisations<br />
involved with<br />
Winterbourne View<br />
to consider. I will<br />
ensure that the <strong>Care</strong> <strong>Quality</strong> Commission<br />
responds fully to all the recommendations<br />
for CQC. We will continue to work with other<br />
organisations to improve communications<br />
and sharing of information to ensure we all<br />
protect those who are most vulnerable.”<br />
• the law<br />
• supporting older LGB people<br />
• tips and case studies for care homes,<br />
domiciliary services, health care services,<br />
housing providers and councils<br />
• involving LGB people in service provision<br />
CQC is working with Stonewall as part of<br />
their Health Champions Scheme (which<br />
supports NHS organisations to improve<br />
services for LGB people) to develop the way<br />
they monitor services’ compliance with<br />
standards relating to equality.<br />
How do CQC Mental Health Act<br />
Commissioners visit and protect people<br />
whose rights are restricted in hospital.<br />
http://www.cqc.org.uk/public/what-arestandards/your-rights-under-mentalhealth-act/what-can-mental-health-actcommissioner
Past CQC<br />
Consultations<br />
You can access previous CQC consultations<br />
by clicking on:<br />
http://www.cqc.org.uk/public/sharingyour-experience/consultations/pastconsultations#Regulatorymodel<br />
Involving people<br />
who use services –<br />
Experts by Experience<br />
Find out how CQC involves people who use<br />
health and social care services known as<br />
Acting Together visits.<br />
http://www.cqc.org.uk/public/sharingyour-experience/involving-people-whouse-services<br />
You can contact the CQC in a variety of ways:<br />
<strong>2012</strong> Community Mental Health Survey<br />
15,000 people have shared their experiences<br />
of outpatient clinics, crisis home treatment<br />
centres and of day-to-day living and<br />
community mental health services in the<br />
latest community mental health survey<br />
carried out between July - September last<br />
year (2011).<br />
The majority of participants said they<br />
were treated with dignity and respect and<br />
were involved in decisions about their care.<br />
People said they had trust and confidence<br />
in their health or social care worker and<br />
were able to contact their care coordinator/<br />
lead professional if they had a problem.<br />
However, the results also showed that more<br />
than a quarter of those prescribed new<br />
medication in the last 12 months had not<br />
been told about the possible side-effects;<br />
over a tenth said that they had not been<br />
given information in a way that was easy<br />
to understand; whilst a third of those not<br />
looked after within the <strong>Care</strong> Programme<br />
Fill in the online webform: https://webdataforms.cqc.org.uk/Checkbox/contactus.aspx<br />
Call the National Customer Service Centre: 03000 616161 - between 8.30am and 5:30pm Monday to Friday.<br />
Write to: CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA.<br />
CQC Publications<br />
CQC Business<br />
Plan <strong>2012</strong>/13<br />
The CQC <strong>2012</strong>/13 Business Plan sets out<br />
key actions, milestones and measures of<br />
success for their three priorities which are:<br />
Priority 1: Deliver and improve our<br />
regulatory functions and other duties<br />
Priority 2: Develop a new strategy<br />
Priority 3: Manage our organisation, people<br />
and resources<br />
It also looks at the key deliverables<br />
from the action plan and takes into<br />
consideration the recommendations of the<br />
Department of Health Performance and<br />
Capability Review.<br />
For more information:<br />
http://www.cqc.org.uk/public/about-us/<br />
our-performance-and-plans/our-strategyand-business-plan/business-plan-<strong>2012</strong>/13<br />
Approach said they did not know who their<br />
care coordinator/lead professional was.<br />
Some respondents said that they had not<br />
had a care review in the last 12 months.<br />
A considerable proportion of respondents<br />
also would have liked more support from a<br />
member of staff with some aspects of dayto-day<br />
living like finding work and accommodation<br />
and getting advice on finances.<br />
The full report is available:<br />
http://www.cqc.org.uk/public/reportssurveys-and-reviews/surveys/communitymental-health-survey-<strong>2012</strong><br />
Review of Learning Disability Services<br />
This review focused on services that provide<br />
care for people with learning disabilities<br />
and challenging behaviours across 150 NHS,<br />
private care and social care services – (71<br />
NHS Trusts, 47 private services and 32 care<br />
homes).<br />
CQC inspectors carried out unannounced<br />
inspections focussing on 2 government<br />
standards:<br />
• care and welfare.<br />
• safeguarding (protecting people’s health<br />
and wellbeing, and enabling them to live<br />
free from harm).<br />
CQC inspectors were supported by 51<br />
professional advisors and 53 Experts by<br />
Experience. The findings show:<br />
• 35 met both standards.<br />
• 41 met both standards with minor<br />
concerns.<br />
• 69 failed to meet one or both standards.<br />
Many failings are a direct result of care that<br />
is not centred on the individual or tailored<br />
to their needs. Safeguarding and appropri-<br />
ate training in restraint techniques by staff<br />
came up as key concerns.<br />
CQC inspectors have returned to 34<br />
services where there were serious concerns<br />
and these services have provided CQC<br />
with action plans on how they will meet<br />
government standards.<br />
Concerns relating to people’s safety<br />
were passed onto the Local Authority’s<br />
safeguarding team.<br />
For the full report log onto:<br />
http://www.cqc.org.uk/public/reportssurveys-and-reviews/themed-inspections/<br />
review-learning-disability-services
Review of Dignity and Nutrition<br />
for older people<br />
This review is on-going and looks at<br />
whether older people are being treated<br />
with dignity and respect and whether<br />
their nutritional and hydration needs are<br />
being met.<br />
Between March and June last year<br />
CQC inspected 100 NHS hospitals. All the<br />
inspections were unannounced. Of the 100<br />
hospitals inspected:<br />
• 45 hospitals were ‘fully compliant’.<br />
• 35 met both standards but needed to<br />
improve in one or both<br />
• 20 hospitals were ‘non-compliant’ and<br />
improvements were required<br />
Some of the problems related to:<br />
• Patients’ privacy not being respected – for<br />
example, curtains and screens not being<br />
closed properly.<br />
• Call bells being put out of patients’ reach,<br />
or not answered soon enough.<br />
• Staff speaking to patients in a dismissive<br />
or disrespectful way.<br />
• Patients not being given the help they<br />
needed to eat.<br />
• Patients being interrupted during meals<br />
and having to leave their food unfinished<br />
Other Items of Interest<br />
SpeakOut Network is mentioned in the<br />
January issue of NHS North West’s E&D<br />
Newsletter<br />
Let us know – if you spot SpeakOut<br />
getting mentioned!<br />
Social <strong>Care</strong>, Service<br />
Users and User<br />
Involvement<br />
Written by Dr Sarah<br />
Carr, Senior Research<br />
Analyst at SCIE and<br />
former SCIE trustee<br />
Professor Peter<br />
Beresford this<br />
book examines<br />
the philosophy<br />
and practice of<br />
user participation,<br />
drawing on specific examples in practice.<br />
Contributions come from a diverse range of<br />
perspectives including from older people,<br />
children and young people, black and<br />
ethnic minority people and lesbian, gay,<br />
bisexual, and transgender people.<br />
Since then a further 50 NHS trusts and 500<br />
adult social care services (both nursing and<br />
residential), mental health trusts and acute<br />
trusts have been reviewed during <strong>2012</strong>.<br />
These inspections are carried out by CQC<br />
inspectors, practising professionals and<br />
Experts by Experience.<br />
Once these inspections are finished<br />
CQC will publish two national reports<br />
summarising their findings.<br />
More information can be obtained from:<br />
http://www.cqc.org.uk/public/reportssurveys-and-reviews/themes-inspections/<br />
dignity-and-nutrition-older-people<br />
Review of<br />
Maternity<br />
Services<br />
During the past decade the number of<br />
babies born in England has increased significantly<br />
putting maternity services under<br />
pressure.<br />
The 2011 NHS survey of maternity<br />
patients found that most were positive<br />
about the services they received and many<br />
reported good access to care and a sense of<br />
involvement in decisions about their care.<br />
The survey also highlighted that poor care<br />
of some kind was experienced by between<br />
4 and 8% of women - the most common<br />
concerns related to staffing levels, support<br />
for staff, and care and welfare of patients;<br />
and areas where support for women could<br />
be improved, particularly during the postnatal<br />
period when the mother and baby<br />
start to settle into family life.<br />
Since registration of NHS trusts (in 2010)<br />
CQC has been looking at 141 NHS trusts<br />
providing maternity and midwifery services.<br />
The full report is available: http://www.cqc.<br />
org.uk/public/reports-surveys-and-reviews/<br />
surveys/maternity-services-survey-2010<br />
Are you interested in being a patient or public representative for<br />
health research?<br />
The NIHR Biomedical Research Centre at Guy’s and St Thomas’ NHS<br />
Foundation Trust and King’s College London are looking for patients<br />
and members of the public in the South East London area to help us<br />
with our research. This does not mean we want you take part in a<br />
study as a research participant; instead we want your experience and<br />
opinion to inform the research we carry out.<br />
We offer free training and support to help you get to grips with<br />
research, and opportunities to work in partnership with researchers<br />
and clinicians and develop new skills and knowledge.<br />
Please contact Laura Brannon, Patient and Public Involvement<br />
Coordinator if you have any questions or would like to be a<br />
representative for medical research.<br />
Email: Laura.Brannon@gstt.nhs.uk
Other Items of Interest continued<br />
NewsDirect is a free e-bulletin that keeps you up to date on what’s happening at NHS Direct. If you would like to get a copy click<br />
the following weblink: www.nhsdirect.nhs.uk/Commissioners/NewsDirect<br />
Latest videos from Social <strong>Care</strong> TV<br />
SCIE has launched four new Social <strong>Care</strong><br />
TV films on the theme of excellence. In<br />
the films, experts, including people who<br />
use services and researchers, comment<br />
on filmed examples of services that are<br />
providing excellent care. The films have<br />
been developed from work SCIE has done<br />
to identify outcomes that result from<br />
excellent care: the three key outcomes are<br />
having choice and control over day-to-day<br />
and significant life decisions; maintaining<br />
good relationships with family, partners,<br />
Why you must<br />
Act Fast<br />
friends, staff and others and spending time<br />
purposefully and enjoyably doing things<br />
that bring pleasure and meaning.<br />
The four films are entitled:<br />
• Defining Excellence – What is Excellence?<br />
• Defining Excellence – Excellence in<br />
Domiciliary <strong>Care</strong><br />
• Defining Excellence – Excellence in<br />
Residential Settings – Older People<br />
• Defining Excellence – Excellence in<br />
Residential Settings – Supported Living<br />
To view the videos visit SCIE website:<br />
http://www.scie.org.uk/socialcaretv<br />
http://www.scie.org.uk/socialcaretv/videoplayer<br />
A stroke is a ‘brain attack’, caused by a<br />
disturbance in the blood supply to the<br />
brain. It is a medical emergency that<br />
requires immediate medical attention. So<br />
recognising the signs of stroke and calling<br />
999 for an ambulance is crucial.<br />
The sooner somebody who is having a<br />
stroke gets urgent medical attention, the<br />
better their chances of a good recovery.<br />
Transient ischaemic attack (TIA) is also<br />
called “mini-stroke”. It is similar to a stroke<br />
and has the same signs, but gets better<br />
within 24 hours. However, it could be a<br />
warning sign of a more serious stroke, so it<br />
also needs to be treated as an emergency<br />
by calling 999 immediately.<br />
Rapid diagnosis of TIA allows urgent steps<br />
to be taken to reduce the risk of having a<br />
stroke. If you think you have had a TIA in<br />
the past and have not sought treatment,<br />
contact your GP.<br />
Reducing your risk<br />
Some people are more at risk of having<br />
a stroke if they also have certain other<br />
medical conditions.<br />
This film focuses on an innovative approach<br />
to widening access to leisure services<br />
and equipment in Derbyshire.<br />
http://www.scie.org.uk/socialcaretv/videoplayer.asp?guid=b9ff86e8-ff57-4696-a3f6-<br />
6263592bfb12<br />
These include:<br />
• High Blood Pressure<br />
• High Cholesterol<br />
• Atrial Fibrillation (an irregular heartbeat)<br />
• Diabetes<br />
It is important that these conditions<br />
are carefully monitored and treated.<br />
The risk of having a stroke is higher<br />
amongst people in certain ethnic<br />
groups, including South Asian, African<br />
and Caribbean. This is partly because<br />
high blood pressure and diabetes are<br />
more common in these groups.<br />
There are also lifestyle factors that may<br />
significantly increase the risk of having<br />
a stroke. They include:<br />
• Smoking<br />
• Being Overweight<br />
• Lack Of Exercise<br />
• Poor Diet<br />
• Exceeding The Recommended Daily<br />
Alcohol Limit<br />
Leading a healthy active lifestyle is vital<br />
to help reduce your risk of having a stroke.<br />
For more information on stroke and F.A.S.T.<br />
please go to nhs.uk/actfast
News<br />
speak out<br />
Missed an<br />
edition of the<br />
SpeakOut<br />
<strong>newsletter</strong>?<br />
Want a copy?<br />
This is now possible in both<br />
audio and visual format from the<br />
CQC website: www.cqc.org.uk/<br />
node/161#SpeakOut%20network.<br />
Would you like to share your news or have a story to tell? Contact Alia Syed on:<br />
aliasyd@aol.com, Tel: 07812653370.<br />
SpeakOut contact details:<br />
<strong>speakout</strong>@uclan.ac.uk, Tel: 01772 895466<br />
Compiled by Alia Syed<br />
Contributions from Clare Delap, Jane Golden, Jez Buffin and SpeakOut Network