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Developments
Activity has continued apace over the summer to keep things moving
forward at Assura Hampshire Health. We are hopefully close to winning
our first contract to provide a service. This will be for flexible
sigmoidoscopies. This service is currently run by GPSIs Steve Colley and
David Knight., from Tadley Surgery or The Chase in Bordon. Local GPs are
familiar with the quality of service
that they provide and will be reassured to know that under the auspices
of Assura Hampshire Health the same clinicians will continue to provide
that service. The location may be different, and because we have the
opportunity to take a fresh look at how things are done, we can use the
the expertise and resources available to design a first-rate service for
patients. Current activity in this service is around
700 cases a year.
Premises
As everyone will know, Church Grange and Bramblys
Grange surgeries are finally escaping from their decrepit old premises
to sparkling new accommodation at Crown Heights. We wish them all the
best for their moves. One very important decision for the CMC at Assura
Hampshire Health concerns where our services will be provided from. A
sizeable clinical space is available at
Crown Heights which could be fitted out to our specification and which
would provide an identifying focal point for the organisation. The CMC
are looking very closely (and with professional advice) at the logistics
of taking the lease on this space. An alternative would be to rent space
as required. At least initially,
Health Service contracts would not fully occupy it so to rent may seem
attractive, but taking a lease would give us much more influence. The
possibility of doing this and perhaps subletting unused space is being
very carefully considered. Also the possibility of finding other
accommodation within the town is being investigated. If any LLP members
have views on this, do let us know.
Other work in progress
Assura Medical are continuing to help with important aspects of
commencing service provision such as policies and procedures which must
be formally stated and documented in order to ensure HCC compliance for
any new service. Also extensive modelling is being done for proposed
services to assess their viability. Assura are also providing some
training
for CMC members to help enhance the committee’s effectiveness.
The Assura Hampshire Health website is having the finishing touches
applied- this will be accessible by all LLP members and will provide up
to date information about our services.
A lot of discussion and negotiation is going on between the Foundation
Trust, the Practice Based Commissioners and ourselves over how to move
services forward. We are enthusiastic that in these changing and
challenging times for the Health Service, Assura Hampshire Health will
provide a mechanism that enables local clinicians to have a say in how
at least some aspects of Health Service care are delivered to their
patients.
Your feedback is important- do email a CMC member with any thoughts or
queries about |
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Complaints Policy:
It is the policy of Assura Hampshire Health to comply with the NHS Complaints
Procedure regarding the management of complaints and to respond to complaints
promptly and in an open manner.
Assura Hampshire Health recognises that the monitoring and handling of
complaints are Key Performance Indicators for the quality of its service and
represent an opportunity for continuous improvement in service standards.
Complaints provide an opportunity to examine our services and clinical practice
and ensure that a culture of quality improvement and risk reduction exists to
support the overall clinical governance framework.
The complaints procedure aims to provide:
• Accessibility
• Impartiality
• Simplicity
• Speed of Response
• Confidentiality
• Continuous improvement in quality of service
The Policy’s Supporting Objectives
• To provide easy access for clients and complainants to the Complaints Process.
• To have an honest and thorough approach to investigation.
• To deliver fairness to staff, associated clinicians and complainants.
• To separate complaints from disciplinary procedures.
• To effectively record, audit and cross-reference to other quality and risk
management processes.
• To extract lessons learned from complaints, to improve services, reduce
failures and incidents and overall to improve quality.
• To align complaints monitoring with the National Patient Safety Agency
requirements where applicable, and effectively record, audit and cross-reference
to other quality and risk management processes for the purpose of improvement to
services, reduction in failures and incidents and to improve quality overall.
• To provide written evidence of the action undertaken as a result of the
complaint
The complaints policy applies to both clinical and non clinical complaints and
is a statement of our commitment to providing a quality service. It is designed
effectively to manage, respond and resolve complaints.
The Complaints Policy has three stages:
1. Local Resolution
2. Internal Appeal to Assura Hampshire Health Business Development Manager
3. Appeal to Assura Medical Managing Director
Logging a Complaint
All complaints must be recorded on a complaint form at the time that the
complaint is made (both verbal and written). It is the responsibility of the
person who received the complaint to ensure that this is done.
If the complaint is resolved at the time then the person logging the complaint
should indicate this on the form.
With regard to verbal complaints, consideration should be given as to whether it
maybe helpful to the process to encourage complainants to put the nature of
their complaint in writing.
Acknowledging a complaint
It is the responsibility of the Business Development Manager to ensure that an
Acknowledgement Letter is sent to the complainant within 24 hours (of
receipt of the complaint), if the complaint has not been satisfactorily resolved
in that time.
Please click
here for the Complaints Report Form:
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