Thursday 6 December 2012

Job Ad


‘Making a Difference’

Home Care Attendants

We are a leading provider of personal, social and domestic support for older people across Northumberland. We aim to provide high quality, person-centred services to older people, ensuring they receive the support they need to continue to live as independently as possible in their own homes.
We currently have several opportunities for both full and part time vacancies and are seeking caring and professional individuals to work in our services across in Ashington, Bedlington, Morpeth, Alnwick, Amble and the surrounding areas in Northumberland.
As a Home Care Attendant you would be providing professional day-to-day and night-time care and support for older people with a variety of needs. Our Home Care Attendant’s are chosen for their caring and respectful approach to older people along with their dependability and willingness to match their valuable life experience.  No previous experience is required as full training will be offered – what is important is that you have a caring disposition and a real desire to make a difference to peoples’ lives.
The nature of this work means that applicants must be willing to routinely work outside normal office hours, including evenings and week-ends.
We offer excellent training and continued development including an opportunity to study towards a QCF Diploma in Health and Social Care. 
Hours: 20 - 40 hours per week
Salary: up to £7.75 per hour + mileage + holidays
If you are as passionate as we are about delivering high quality care and support we would love to hear from you. To find out more and apply, please download the application pack from our website: or call 0845 140 0088 to request an application pack.

Wednesday 5 December 2012

Community Care article

All aspiring social workers should start off in social care'

Sector leaders have hit back at the narrowing focus on aspiring social workers' academic ability, arguing that the most important thing the future workforce can do is gain relevant frontline experience.
Anyone considering a career in social work should go into social care first, an influential director of adult services has said.
Addressing an audience of frontline professionals and sector leaders at the Social Worker of the Year Awards 2012 on Friday, Jo Cleary, executive director of adults and community services at Lambeth Council and co-chair of the Association of Directors of Adult Social Services' (Adass) workforce development network, said: " I do want people to go into social care first, before they come into social work. I want them to have some experience of the frontline.
AdTech Ad
"Social care is a growth industry; it’s one of the only growth industries. There’s a lot we can be doing to promote social care possibilities - and then people might choose to become social workers at a further point in their career."
Cleary, who sits on the transition board of the College of Social Work and represented Adass on the Social Work Reform Board, spoke out during a discussion about the best way to train aspiring social workers, during which concerns were raised about the growing emphasis on attracting academically gifted graduates into the profession.
Cleary argued that people coming into social work directly from a frontline social care position, e.g. through grow your own schemes, were "the leaders of the future".
Her comments have been backed by the British Association of Social Workers, whose professional officer Joe Godden agreed that social workers should first work in social care or a field closely related, such as housing, education or parts of healthcare.

"It used to be that one couldn’t get on a social work degree unless one had relevant experience," he said. "Most universities still take the view that students should have relevant experience before embarking on the degree, but in my view there should have to be very good reason why someone hadn’t had social care or related experience, paid or not."
Hilary Tompsett, chair of the Joint University Council’s social work education committee, said universities and colleges still expected all potential students to have relevant experience; however, this did not necessarily have to be as a frontline care worker.
“We used to require six months of experience for entry onto the undergraduate degree, but that excluded people straight out of school; now we look for relevant and meaningful experience, as a carer, service user, voluntary worker, that students could draw upon,” she said.

Monday 3rd December 2012


Thanks for all your hard work this year...and I look forward to seeing you next year.

Remember if you need any help over the break with your work- I am here till the 21st December and return on the 2nd of January. 



Wednesday 28 November 2012

Jobs Alert

Support Worker (female - residential project)

To provide security and support for our Service Users in our residential projects during the evening and overnight.

About the Organisation

Aquila Way is a Christian response to homelessness and disadvantage providing housing, support and other specialised services. The support aims to develop life skills that will enable the young people to live successful independent lives.

How to Apply

Email for an Application Form and Job Description. CVs are not accepted.

Jobs Alert

Trainee UK Coach

We are looking for someone who can unleash the leadership potential of young people by living and breathing the Changemakers’ values, giving insight to others through challenge and support. Values are often described as ‘something to go by or the way in which I live my life’.
We feel they describe what it means to be a changemaker. We are looking for somebody who can combine the values with energetic and thoughtful interventions will make our ideal coach.

About the Organisation

How to Apply

Complete and application form and e-mail it to

Monday 26 November 2012

Monday 26th november 2012

Hi Ladies

Remember that next week is our last session till the 7th January 2013. 
Take your time with the Health and Safety question books- I am looking for answers that reflect further research from yourselves and detail. 

See you next week.


Thursday 22 November 2012

Volunteering Opportunity

St. Martin’s Centre are now on a recruitment drive for more volunteers! We are recruiting volunteers who are willing to help us run our volunteer led activities and groups. We have a warm and friendly team and 25 regular volunteers. A recent external report from Ernest Dobson the Management Consultant found that volunteers were ‘extremely happy’ with their time volunteering here, with one volunteer stating that:

“I think St. Martin’s Centre is an amazing place to volunteer. The staff are outstandingly supportive towards volunteers. I personally feel more appreciated within this establishment than I have in any paid job. The centre has a wonderful positive atmosphere which is created by both the staff and volunteers. I couldn’t highly recommend the centre enough to anyone thinking about volunteering.”

Who are we?
St. Martin’s Centre are a community centre based in Byker and Walker offering services to those who live in the Byker, Walker and South Heaton area.

What volunteer roles do we offer?
We are after volunteers who are interested in experience within the following areas: Children under 5, Young People under 16 years, Older People over 55 years and gardening/administration. Volunteers will fit broadly into the following services/roles:

Child and Play Group Volunteers:
Play sessions run for about 3 hours a week including the setting up and taking down of equipment. Volunteers will be interacting with parents through conversations, helping children with arts and crafts activities, playing with children and making the playgroup warm and welcoming. Availability is at different times of the week and would be in discussion with the Volunteer Coordinator. For many local parents and families our play groups are their only opportunities to interact with others.

Youth Club Volunteers:
The Youth Club runs on a Monday evening from 4 – 5:50pm although volunteers are asked to arrive and leave half an hour earlier/later. The young people are aged between 8-12 years old and we engage with them through lantern making, arts, crafts, awareness raising activities, etc. Volunteers are encouraged to get involved and to direct tasks, plan session ideas and be involved with the group so that young people locally have an opportunity to ‘get off the streets’ and take part in structured activities. There may be potential for older age groups of young people to be supported in the future.

Older People’s Services Volunteers:
Our older people’s services are for those aged 55 years old and above and are designed to tackle the issues of loneliness and social isolation locally. Volunteers are asked to either support our monthly ‘Community Lunch’ every second Monday from 11:30am – 2:30pm or possibly or other social groups for older people in consultation with the Volunteer Coordinator.

Volunteer Gardening Assistant:
We are interested in supporting a keen and eager gardener who will work with our other volunteer gardener to help us stay on top of our family friendly garden. Volunteers will be planting, cutting grass, making sure that our garden structures are intact, general maintenance, etc. Volunteers are welcome to help at any time in consultation with the Volunteer Coordinator.

Volunteer Administrators:
We are interested in volunteers who may wish to help with our administration and particularly with advertising and marketing our services to others, making phone calls, sending emails and promoting us.

Who is eligible?
Potential volunteers must live/work within the NE6 postcode (Byker, Walker, Walkergate, South Heaton) in order to be eligible (Perhaps you know of someone even if you cannot?) and must be willing to attend a five week induction course every Tuesday morning from 10am – 12noon with one date in December and the rest in January. St. Martin’s Centre will supply the CRB check for free and a certificate as proof of the induction training will also be offered.

Where do I apply?!
Ring Drew Dalton the Volunteer Coordinator to express an interest and to discuss it further: (0191) 276 4002.

Thank you. Please spread this to others! I have attached an information flyer if you could also hand it out to people (this contains the same information as this email).

Best wishes,

Drew Dalton
Volunteer Co-ordinator

St. Martin's Centre
Roman Avenue

Monday 19 November 2012

Monday 19th November 2012


Well done to all for your  impressive presentations and for fully participating in the peer observations.

We will continue with Duty of Care next week.


Monday 12 November 2012

12th November 2012

Wel done to you for persevering with the research- I know the legislation can be very "wordy" so well done for wading through it and simplifying it into your assignments.

Your assignments need to be in for next week and we will DEFINATELY do the presentations next week.

Keep up the good work!!


Monday 5 November 2012


Today's assignments broken down:

Pick two laws (legislation) and briefly describe what they are about.
Then say how they link into equality,diversity,inclusion and discrimination.

Eg; The Disibility Discrimination Act states that all businesses where possible must ensure that disabled people can have access to their premises. This means that they have access doors and ramps.

At Surestart Byker they follow the disability discrimination act by having a ramp up the building for access, and self opening doors so that wheelchairs,prams and people that need extra width can get through the door.This means that the majority of people can equally access the centre and inclusion can be equal for all.

The consequences of not complying with the law- look at internet- type in nhs dumps  information-see what happened to them..were they fined? Jailed?

Last piece on how you feel about things can influence your working practices: Being non-judgemental, keeping your opinions to yourself, embracing other cultures and beliefs into your everyday work.

Tuesday 23 October 2012

Job Alert

Project Development Worker
·         Location:Walker, Newcastle upon Tyne
·         Salary:£21000+ p.a. (pro rata)
·         Hours worked:14 hours per week, 1.00-8.00p.m. over 2 days
·         Contract:Permanent
·         Closing Date:31st October 2012, 17:00
Kids Kabin provides innovative arts and crafts opportunities for young people aged 8–13 in Walker, Newcastle upon Tyne. We are looking for a motivated individual with experience in working with young people to develop and run a range of exciting performing arts activities. In addition this individual will work in a team to run street workshops and camping trips and outings.
For an application pack please email quoting Project Development Worker
·         Contact Details:Will Benson, Kids Kabin
Tel: 0191 2953655
·         Address:10 Church Walk
Newcastle upon Tyne
Tyne and Wear

Monday 22 October 2012

22nd October 2012

Hi Ladies

If you are stuck with your half-term homework ..I am in the office all next week, so feel free to get in touch .

Remember asking for help is a STRENGTH not a weakness!!

See you on the 5th November.


Monday 15 October 2012

15th October 2012

Hi Ladies

Well done for continuing your work on the assignments and I hope you enjoyed your master-class from Morrison's.

Dont forget your homework 



Wednesday 10 October 2012

Trip Advisor for Hospitals?

Forget Trip Advisor, now HOSPITALS are asking whether we'd recommend them to family and friends 

  • From April, every NHS patient in England will be asked to give feedback on their stay
  • Government hopes the move will improve standards 
  • Patients will be able to vote online, by text or by post 

Feedback: Departing hospital patients will be asked to rate their experience and whether they would recommend their ward
Hospital patients are to be asked whether they would recommend their ward to friends and family, under new government guidance issued yesterday.
From April next year, every patient in England attending A&E or admitted to a ward will be able to give the customer service-style feedback.
Called the Friends and Family Test, the aim of the initiative is to help hospitals to identify poor performance and encourage staff to make improvements where services do not live up to patients' expectations.
Upon leaving hospital, patients will be asked: ‘How likely are you to recommend our ward/A&E department to friends and family if they needed similar care or treatment?’’
They will be given the choice of six options from ‘extremely likely’ to ‘extremely unlikely’. 
Follow-up questions will be asked where appropriate.

    The answers will be made public so that everyone has a clear idea of which wards, A&E departments and hospitals are providing the best care.


    How likely are you to recommend our ward to friends and family if they needed similar care or treatment?
    How likely are you to recommend ourA&E to friends and family if they needed similar care or treatment?
    Extremely likely
    Neither likely nor unlikely
    Extremely unlikely
    Don't know 
    Patients will be able to register their feedback online, via text messages, a smart phone app, telephone survey, postcard or ‘voting booth’ in the hospital.
    It is hoped that at least 15 per cent of patients from each NHS Trust will respond.
    Day cases, maternity patients, outpatients, and those under 16 will not be asked to take part.
    Jeremy Hunt, the Health Secretary, said: ‘We want the NHS to treat patients as individuals, focus on making services more responsive to their needs and ensure they have as positive an experience of care as possible.
    ‘Patients need to be listened to and their feedback acted upon. They also need to know that their hospital of choice is driving improvements to provide the very best care. 
    'Rolling out the Friends and Family Test in the wards and A&E departments of every hospital will make this a reality across the NHS.’
    The questionnaire was trialled in hospitals across the Midlands this summer and was generally well received.

    Monday 8 October 2012

    8th October 2012

    Hi Ladies

    Thanks for getting the homework done and handed in.

    See you next week- Don't forget your handouts.


    Thursday 4 October 2012

    Student Cards at TyneMet

    Hi Ladies
     I now have your registration numbers ready for you to go and collect your cards at Tynemet.

    I will bring them along to Monday's session or if your desperate email me on  and I will let you know your number.

    DONT FORGET to take your ID- (Photographic with address if possible) and details of your registration number. 

    Tynemet is on the Coast Road - near BattleHill- Bus number 308 from town will drop you right outside.


    Monday 1 October 2012

    Monday 1st October

    Hi All

    Hope you found the time to complete your assignment on "Jane" and the preparation time on your presentations useful.

    Presentations will be given on the 22nd October-with the oportunity for you to have a run through the week before.

    Use the handouts to help you with the question sheet I have set for homework.

    See you next Monday


    Jobs Bulletin     P/T care assistant for complex needs    Palliative Homecare worker

    Monday 1st October 2012

    Hi All

    Well done for getting your first comments onto Blogger.  Same again for this week with feedback following the session.

    Take your time on your planning for your presentation. Make sure that you cover ALL the points needed to gain the full assessment. Any questions or queries let me know.


    Friday 28 September 2012

    Open University Low cost modules

    Access to Success Route

    The Access to Success Route is our unique access provision designed for people on low incomes, who are new to higher education, and who do not have the qualifications traditionally required for university entry.

    Will I be eligible for a place?

    If you’re new to the OU, have an annual household income of less than £25,000 and live in England you may be eligible for a place.
    Places are limited and registrations will be accepted on a first-come, first-served basis.
    If your household income is higher than £25,000 and you’re still looking for an introduction to higher education you may be interested in one of our short introductory Openings modules as a standalone course.

    What can I study?

    The Access to Success Route is a two-step process:
    1. In Step 1 you'll start with one of our short introductory Openings modules. With lots of support and no examinations, these modules are specifically designed to give you a gentle introduction to a subject and to study with The Open University.
    2. On successful completion of Step 1 you will then be prepared to move on to Step 2. This involves studying a more in-depth subject module in the area of your choice.

    How much will it cost?

    All we'll ask you to pay is a £25 contribution towards the cost of Step 1 (normal price £625) and a £50 contribution towards the cost of Step 2 (normal price £2,500). So, in total, you will be asked to pay just £75 for modules that would normally cost in excess of £3,000.

    How to apply

    Please note that you are unable to register for this route online. To ensure a place in this provision you will need to get in touch with us either by phone or email. Our team of advisers are here to help you and make sure you get on the right study path.
    You may also wish to take a look at our online tool to try some of our activities to help you decide whether you're ready and if the Access to Success Route is the right starting point for you.

    BFE Social Media Sites

    BFE Social Media Sites

    Wednesday 26 September 2012

    Jobs Alert

    Hi All

    Please find below links to jobs for this week. Click on the link for more information and how to apply:  Age concern looking for Care workers  St Anthony's looking for care workers  Care assistant for people with autism spectrum 
    Female care workers in Gateshead- no experience necessary

    Monday 24 September 2012

    Email address if you want to send work accross

    Here is my email if you want to send your work  to me  in the coming weeks

    24th September 2012- Unit 1 Communication

    Hi All 

    Hope that you found the session ok? 
     Different ,I know to the way most of you are used to learning- but feedback from previous groups show that learners prefer this style of delivery at this higher level. 
    But please let me know your feedback. 

    Well done for all your positive contributions.. nice to see the knowledge from previous Level 2 courses flowing back, and being used in this level 3 work. I am, of course expecting great things from you all!! 

    I have posted below links to the 2 clips we had planned to view.... based on Telecare technology, which is becoming common in the health and social care area.

    Don't forget your handouts next week as we will be starting assignment work.

    Look forward to seeing you then.  


    Article about cost of Elderly Bed Blockers

    Friday 21 September 2012

    Event for jobseekers at Durham Cricket Club

    Free event at Durham cricket club- but you MUST register to join.  Let me know and I will register you.

    Free E-learning in Social Care

    Link to free on-line learning for health and social care wokers

    First session

    Hi All
    Looking forward to Monday and getting the First Unit-Communication under way!!

    See you all then


    Appeals Procedure -All Courses


    Step 1:
    If you disagree with an assessment decision, in the first instance you should discuss this with your assessor.

    Step 2:
    Having discussed your concern if you are not satisfied with the assessment decision you may then appeal to your internal verifier.  You should complete a candidate’s appeal form and submit it to Admin Services.

    The I.V. will within one month of the assessment review the details of your appeal and then give feedback within fourteen days.

    Step 3:
    If you still do not agree with the decision then you may appeal with your Centre Manager.  You should do this in writing to outlining your concern.  The Centre Manager will respond within 14 days of receipt of your appeal.

    Step 4:
    If you are not satisfied with your Centre Manager’s decision then you may make a final appeal to the External Verifier of the Awarding Body.

    Assessor:                              Tracy Woollett

    Internal Verifier:                   Diane Pringle

    External Verifier:                 Jennifer Woods

    Monday 17 September 2012

    17th September 2012

    Well done to everyone for completing the Literacy assessments today.
    Enjoyed the discussion around the health service -lots of interesting viewpoints.

    Remember to look at your command words.


    Monday 10 September 2012

    Monday 10th September

    Big thanks go out to :

    Tracey and Pauline Nealings
    Lucy Wallis
    Caroline Fitzpatrick
    Stephanie Carse
    Donna McDonald
    Claire McCann
    Ewelina Pawlak
    Michael Cooke

    For coming along to the session today- and for taking on board everything that was said.

    Any queries or worries... you know where I am!!


    Thursday 23 August 2012

    Unit 4 Research Website addresses

    Inclusive Practice- All Units

    Link to SCIE publications on exclusive practice.

    Winterbourne Care Home Report SCIE- Unit 4,XF45,6ZLTB3,2RYWR,1

    Conflicts Scenario- Unit 5

    Unit 5 Conflicts

    A service user in a residential care setting wishes to make their way to a concert which is being held in another city. In discussion with your manager, and when reviewing their care plan, it is decided that they must be accompanied by a member of the care staff. The service user is adamant that they will go alone to the concert, and refuses to accept  the recommendation, that  they can only go to the concert if the staff member goes with them.

    1.    Describe the potential conflicts and dilemmas that could arise from this situation?

    2.    How would you manage risks associated with conflicts and dilemmas between an  individuals rights and the duty of care?

    3.    Where can you get additional support for advice on conflicts and dilemmas?  

    Inclusive/Exclusive Practice Case Study -Unit 3

    Inclusive practice
    Smith’s court is a dual registered care home with approximately 30 residents.
    Outside of the care home, there is a piece of grassland, which both the  owner’s and residents  of the home are keen to turn into a garden for the resident’s enjoyment.
    The budget for the garden is being met from the residents welfare fund, used for trips/outings and special events.
    The manager of the home discusses with the residents the type of garden they would like to see, and is clear that the money will come from the residents welfare fund, so all decisions need to be made by all residents.
    The manager suggests the residents set up a focus group to plan out they type of garden they would like to see created, and perhaps send out a survey/questionnaire to all residents to gain their views.
    The focus group includes residents of all abilities, and they ensure that they speak to all other  residents to gain their views on the garden.
    The group member’s feedback to the manager, is  that the residents would like a sensory garden…ensuring visual, tactile and olfactonary plants, and that raised beds to be incorporated for residents with less mobility. All residents have feedback that they would like seating areas to be incorporated.
    Residents had fed-back, that they wished to be involved in the garden with planting including the choosing and planting of plants and shrubs, maintenance of beds and watering, and would leave larger jobs to a nominated gardener.  Some residents have fed-back that they would like to recommend a gardener for this role, and the focus group decide to set up a tender for the remaining gardening work.

    Exclusive Practice
    Smith’s court is a dual registered care home with approximately 30 residents.
    Outside of the care home, there is a piece of grassland, which owners of the home are keen to turn into a garden for the resident’s enjoyment.

    The manager decides that the piece of land would look good with a pond and some koi carp , and some rose bushes planted around the exterior of the grass, with the grass cut to a manageable length. She has her garden at home like this, and thinks the residents will like this.
    The manager sets up a meet with a local gardener and discusses the plans for the garden, and agrees the cost of the work and a date for this to go ahead. She plans to speak to two residents who are able bodied and of sound mind, about them taking responsibility for the upkeep and maintenance of the garden when it is completed.
    The manager asks the gardener to keep the work a surprise until it is finished.
    6 weeks later the manager invites the local mayor and some residents to an event to open the garden.

    Compare these two inclusive/exclusive practices. In your comparison, make sure you CLEARLY compare the two cases fully.

    Unit 7 Case Study

    Unit 7 -3.1- 3.3

    Gina is an nurse in a busy surgical day care unit. She notices Mrs. Saara, scheduled for surgery, has not signed the consent form. These forms are usually signed in advance in the surgeon’s office or pre-admission clinic.
    Gina tries to verify that Mrs. Saara has consented but has difficulty communicating with her. Mrs. Saara smiles and nods at Gina’s questions, but speaks little English and does not seem to understand. There are no friends or family members available to interpret for Mrs. Saara. The doctor calls for the patient and Gina explains the situation.
    She is told “don’t worry about it, the surgeon explained everything to the patient when her son was with her, all you need to do is to get her to sign the form and witness her signature.”
    When Gina objects, she is told “Why are you making such a big deal out of this? Nurses witness signatures all the time! Our hospital policy says any staff member can witness a signature.”

    Explain how to establish consent for this action?
    What steps would you need to take if consent cannot be readily established?
    Describe factors that influence the capacity of an individual to express consent?

    Single Complaints System- Unit 4 &5

    The new Single Complaints System
    There is now a single complaints system for all health and adult social care services. This came into effect on 1 April 2009. The new procedure is set out in the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.
    The new system covers complaints against Local Authorities, NHS hospitals, Primary Care Trusts and independent providers. GP practices are incorporated into Primary Care Trusts. These are known as “responsible bodies”.
    Under the new procedure, each responsible body must make arrangements for dealing with complaints. These arrangements must ensure that:
    • Complaints are dealt with efficiently;
    • Complaints are properly investigated;
    • Complainants are treated with respect and courtesy;
    • Complainants receive, as far as possible, assistance to help them understand the procedure and advice on where to obtain such assistance;
    • Complainants receive a timely and appropriate response;
    • Complainants are told the outcome of the investigation of their complaint; and
    • Action is taken if necessary.
    Each responsible body must designate a person to be responsible for ensuring compliance with the complaints procedure. In the case of a Local Authority or NHS body this will be the Chief Executive. The responsible body must also designate a person to be a complaints manager to be responsible for managing the complaints procedure.
    A complaint can be made by a person who receives or has received services from a responsible body or by a person who is affected or is likely to be affected by the action, omission or decision of the responsible body which is the subject of the complaint. A person can make a complaint on behalf of a person who has died, is a child, is unable to act because of physical or mental incapacity or if they have been asked to do so by that person.
    If a complaint relates to services provided by more than one responsible body, the different organisations must co-operate with each other in handling the complaint and ensuring that the complainant receives a co-ordinated response. Each body must provide the other with relevant information and attend at any meetings which are reasonably required. Where a Local Authority considers that a complaint relates to care home standards, it must obtain the consent of the complainant before it contacts the relevant care home. If the complaint relates to social care, consent is required before details can be sent to the social care provider.
    The time limit for making a complaint is 12 months from the date on which the relevant matters occurred or the date on which the matter came to the notice of the complainant. This time limit does not apply if the responsible body is satisfied that there were good reasons for not making the complaint earlier and it is still possible to investigate the complaint properly.
    In many cases a problem can be dealt with quickly by speaking directly to the person involved in providing the medical treatment or care services, without the need to make a formal complaint. However, if the matter cannot be dealt with in this way then it will need to be investigated as a complaint.
    A complaint can be made orally, in writing or electronically. Where the complaint is made orally, the responsible body must make a written record of the complaint and provide a copy to the complainant. The responsible body must acknowledge the complaint within 3 working days after the date of receipt. The responsible body must offer to discuss with the complainant the way in which the complaint is to be handled and the period within which the investigation is likely to be completed and a response sent. If the complainant does not wish to discuss this, the responsible body must decide itself.
    The responsible body must investigate the complaint as quickly and efficiently as possible and keep the complainant informed of progress. As soon as reasonably practicable after the end of the investigation, the responsible body must send the complainant a written response which must include an explanation of how the complaint has been considered and the conclusions reached. The responsible body must also confirm that it is satisfied that action needed has been taken or will be taken. In addition, the complainant must be informed of their right to take their complaint to the Health Service Ombudsman and/or the Local Government Ombudsman if they are not satisfied with the outcome. If the responsible body fails to send the complainant the response within 6 months of the date the complaint was made, it must explain why and send a response as soon as reasonably practicable thereafter.
    3. The role of the Health Service Ombudsman
    In England, if the above procedures fail to resolve a complaint about health care, a complainant may appeal to the Health Service Ombudsman (officially called the Parliamentary and Health Service Commissioner). If the complaint also concerns social care then the Local Government Ombudsman will jointly review the case (see below). The Ombudsman is entirely independent of the NHS and of the Government. The Ombudsman is not obliged to investigate every complaint referred to him or her and will not generally take on a case which has not been through the single complaints procedure. He or she will not investigate a complaint which is the subject of legal proceedings. Strict time limits apply. In particular a complaint must be made within 12 months of the date of the relevant events unless there are special reasons for the delay.
    The Ombudsman can investigate complaints about poor treatment or service provided through the NHS.
    If the Ombudsman does find a fault has occurred with your case then they can get the organisation to:
    • provide an explanation and acknowledgement of what went wrong; and
    • take action to put the matter right, including giving you an apology.
    Where the Ombudsman finds serious faults with the organisation they can also recommend that:
    • changes are made in the way the organisation works so that similar things don't happen again;
    • lessons are learnt from things that have gone wrong; and
    • compensation should be made for a financial loss or for the inconvenience or worry you have been caused.
    Please note that the Ombudsman does not have any formal power to enforce their recommendations but they are almost always followed.
    The Ombudsman can be contacted at:
    Parliamentary and Health Service Ombudsman
    Millbank Tower
    SW1P 4QP