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A guide to becoming more actively
involved in your health and social care
Your Health and Wellbeing is Important
LET'S TALK ...
CONTENTS:
Introduction
How can YOU help?
General Practitioner (GP)
Taking Medications
Accident and Emergency
Going into hospital
When in hospital
Before you leave hospital
Social workers
Out-of-hours services
Feedback/complaints
Freedom of Information
Data Protection Act
Useful Contacts
A guide to becoming more actively involved in your
health and social care.
Introduction
Each one of us has a responsibility to improve
the quality and safety of health and social care. You, as a user,
patient or family carer can play a vital role by becoming an active
and informed member of your care team.
From talking to people Health and Social Services
Councils have learned that people's health and social care experiences
could have been improved if they had been better prepared. This
booklet suggests how you can work in partnership with those looking
after you to get the best possible care and treatment.
This booklet also aims to provide you with:
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Information about
what to expect from your care team. |
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An explanation on how to discuss
concerns about your health and social care needs. |
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Tips for improving your health
and social care management. |
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Suggested questions to ask your
care team. |
No matter which member of the health care team
(doctor, nurse, pharmacist, occupational therapist, physiotherapist,
social worker, health visitor, dentist and others) that you are
seeing, this booklet will be of help to you when you want to ask
questions about the care you are getting.
So ... why should you get actively involved?
When you or a member of your family visits a health
or social care professional you expect to:
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Get enough information
about your care. |
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Be able to make choices about
the care that is available to you. |
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Be given care that is based on
your needs. |
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Receive the best and safest care
available. |
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Understand what you are sigining
if asked to give your written consent for treatment or care. |
Health and social care is becoming more complex
every day and money is limited. There is increasing demand to do
more with less. While most receive excellent care, there is an increasing
awareness that sometimes things can go wrong, or services are not
received when they are most needed.
Errors occur mostly because of the way things are
done, not as a result of who is doing them.
Everyone has a part to play - from the Government,
which makes decisions about the health and social care system, to
your own active involvement in your health and social care needs,
which can lead to better overall experiences and outcomes.
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How can YOU
help?
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Speak up if you have questions
or concerns. If you don't understand, ask again. You have a
right to ask questions and to expect answers you can understand. |
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Don't be afraid to tell any member of the
health or social care team if you think he or she has confused
you with someone else. |
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If you feel insecure or intimidated teell
a senior member of staff. |
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Pay attention to the care you are receiving.
Make sure that you are getting the right treatments and medicine
by the right health or social care professionals. |
The following pages can assist you in becoming
more actively involved and informed in managing your own health
and social care when you attend or receive care or treatment from:
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A General Practitioner (Family
Doctor) |
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The Accident and Emergency Department. |
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Hospital. |
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The Social Worker. |
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GENERAL PRACTITIONER
(GP)
When you see your GP
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Write down what you want to know
about your condition or treatment before your appointment. That
way you won't forget to ask any questions. |
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Take notes or have a family member or carer
with you to do that. |
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Tell your GP about all your symptoms no matter
how trivial you think they are. |
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You should be kept informed and agree on what
treatment will be done during each step of your care. |
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Ask how long any treatment will last and how
you should feel. |
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Ask what will happen if you don't have this
operation or treatment. |
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Remember that more tests or medicines may
not always be better. |
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Tell your GP about any complementary or over-the-counter
medicines that you might be taking. |
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If you are unsure about the nature of your
illness or condition keep asking questions. |
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Ask are there alternative ways to treat your
condition. |
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Keep a record of your own and your family
medical history; talk this over with your GP. |
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Ask for the name of any support groups for
your illness or condition. |
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Call your doctor to find out the results of
tests or procedures and ask what this means for your care. Don't
simply think 'no news is good news'. |
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Go back to your GP if you remain unwell. |
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If you cannot keep an appointment, let your
GP know in time. |
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Find out who to contact if you need a doctor
after your surgery closes, at the weekends and public holidays. |
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In general, find out who to contact if you
have any enquiries or concerns. |
Don't forget to ask:
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Can you please tell me more about
my condition? |
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How sure are you that I have this condition? |
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Do you have any information that I can take
home with me? |
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Can you tell me where I can find out more? |
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Why do I need this particular test? |
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What are the different treatments for this
condition? |
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How will this treatment help me? |
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What does the treatment involve? |
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What are the risks of this treatment? |
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What is likely to happen if I don't have this
treatment? |
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What signs/symptoms should I look out for? |
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What can I do to help myself? |
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When should I come back to see you? |
Remember:
You have the right to be respected; your health
or social care professional also has the right to be respected.
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TAKING MEDICATIONS
Know what medicines you take and why you take them.
Errors with medicines are one of the most common forms of healthcare
mistakes.
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When you get your medicine read
the label, including the warnings. Make sure it is what was
ordered for you - if not, tell your doctor/pharmacist. |
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You should make a list of all medicines you
are taking and any drug allergies you may have. Remember to
include prescriptions, over-the-counter medicines and complementary
medicines (such as vitamins and herbs) on your list. |
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Keep the list of all of your medicines safe
and tell a friend/relative where it is. Take it with you if
or when you have to go into hospital. |
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Ask your doctor/pharmacist why you are taking
the medication and ask for written information about it. Also
enquire about the side effects of the medication. |
Remember to ask:
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Do you have any written information
about this medicine? |
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What do the directions on the label mean? |
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How much should I take and when should I take
it? |
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What are the common side effects? |
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What should I look out for? |
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How long before it starts to work? |
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Will this medicine work together with the
other medicines that I am taking? |
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Are there any foods or other things that I
should avoid while I'm on this medicine? |
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How long do I need to take this medicine? |
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ACCIDENT
AND EMERGENCY DEPARTMENTS
If you need to attend an Accident and Emergency
Department (Casualty/A&E Department).
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Ask who will be in charge of your
care. |
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Ask how long you will have to wait to be seen
by a nurse or doctor. |
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If you don't understand what is
being said to you, as for it to be explained again. |
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Tell the staff about allergies you have, or
unexpected reactions you have had to medicines in the past. |
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Staff working in casualty should
introduce themselves when they meet you. If they don't, ask
their name or check their name badge. |
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If you would like a trusted family member
or friend to speak on your behalf, tell staff. |
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Your friend can ask questions
that you may not think of while you are ill. |
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He/she can help remember answers to questions
you have asked and speak up for you if you cannot. |
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Make sure this person understands your preferences
and wishes concerning your care and treatment. |
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GOING INTO
HOSPITAL
You may attend an outpatient clinic or become an
inpatient for any of a variety of procedures or treatments.
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If you cannot keep an appointment
let the hospital know. |
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Ask what treatment is planned for you. |
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Ask how this treatment will help
you. |
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Ask are there any possible risks attached
to the treatment. |
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Ask how soon you will get the
treatment for your condition. |
WHEN IN HOSPITAL
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Ask for a copy of the hospital
leaflet. |
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Ask who will be in charge of your care. |
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Ask who will be doing the operation
or procedure, what it will involve and how long it will take. |
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Tell those in charge of your care if you have
allergies or if you have ever had an unexpected reaction to
an anaesthetic or any other drug. Discuss this before any operation
or procedure. |
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Make sure any member of the healthcare
team confirms your identity, checks your wristband or asks your
name before giving any medicine or treatment. |
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Ask your doctor or surgeon exactly what treatment/operation
is planned. |
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Ask how having this treatment/operation
will help you. |
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Ask about the possible risks attached to this
treatment/operation. |
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Ask how you should expect to feel after your
treatment/operation. |
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Ask what will happen after your treatment/operation. |
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Ask how long you are likely to be in hospital. |
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Ask when your visitors can or cannot visit. |
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If you are worried about healthcare associated
infections, you should speak to a member of your healthcare
team who will be able to give you information about the measures
in place to prevent and control infection. |
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Remember that patients and their visitors
have an important role to play in preventing infection. Information
on this will be available from staff or in the hospital booklet. |
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Make sure you and your consultant agree on
what will be done during any operation. |
You should confirm with your surgeon the operation
to be performed as close as possible to it happening. Do not be
afraid to ask for the site to be marked.
Know what medicines you take and why you take them.
Errors with medicines are one of the most common forms of healthcare
mistakes.
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If you do not recognise a medicine,
check that it is for you. You can also ask about the contents
of intravenous fluids (drip). If you are given a drip, ask the
nurse how long it should take for the liquid to "run out". |
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Tell the nurse if you feel it diesn't seem
to be dripping properly (that it is too fast or too slow). |
Take part in all decisions about your treatment.
The health and social care team is working for you.
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BEFORE YOU
LEAVE HOSPITAL
Ask those in charge of your treatment and care
to explain the treatment plan you will use at home.
It is important that you fully understand your
treatment plan upon discharge from hospital including any follow-up
care. Don't forget to ask for some written information about your
treatment/operation.
If you have any medicines to take, know what medicines
you should be taking and for how long.
If you are taking a lot of medicines, ask your
doctor or local pharmacist if it is safe to take them all together.
This is also true for vitamins, herbal supplements
and over-the-counter medicines that have been bought for you.
Remember to ask:
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Who will be following up on my
care and when do I need to see them? |
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How can I contact them? |
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When can I go back to work? |
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When can I drive? |
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Will I be given a writen summary
of my care to pass on to my GP or will this be sent directly
to my GP? |
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SOCIAL WORKERS
AND SOCIAL CARE WORKERS
Social workers and social care workers have a
role to help individuals, families and communities meet their specific
personal care and support needs.
They work with:
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Elderly people. |
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People with physical or learning disabilities. |
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People with mental health problems. |
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People with addictions. |
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Fostering and adoption. |
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Children being cared for in children's homes
or by foster parents. |
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Young people in the criminal justice
system. |
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Homeless people. |
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Disadvantaged groups and/or communities. |
Social workers have the responsibility for the
assessment of service users' care and the planning and management
of care services. Social care workers provide personal care and
support services to individuals and families.
Don't be afraid to ask questions if you require
social care help at home.
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Who are these people coming into
my home? |
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How many will be coming in? |
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What will they be doing? |
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How often should I expect them? |
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How will I know them? |
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How will they ensure that my specific needs
are met? |
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OUT OF HOURS
SERVICES
To ensure that there is 24 hour care available
to those who need it, out-of-hour medical and social care services
are in place. These services should be used in the case of an emergency
situation outside the normal operating hours of GP surgeries, social
work offices etc. If you need an out-of-hours service, you should
telephone first. Your call will be taken by specially trained staff
who will be able to offer advice and help. If you don't have the
out-of-hours number, dial your usual contact number and a message
will tell you how to contact the out-of-hours service for your area.
FEEDBACK/SUGGESTIONS/COMPLAINTS
Health and social services can be improved by listening
to and learning from your experience. If you are not happy with
your treatment, tell those providing the service. If you wish to
make a complaint,m then your hospital, social services, GP or other
service you wish to complain about should have a trained person
who can assist you and provide information about the complaints
process. Printed information can be provided for you to take away
and consider.
Some people require support in making
a complaint and help and advice can be provided by your local
Health and Social Services Council.
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Freedom
of Information 2000
The Freedom of Information Act gives anyone the
right to ask public authorities for any information they hold. This
includes health and social services. Any person who makes a request
for information to a public authority must be informed whether the
public authority holds that information. Subject to exemptions they
should supply the information that has been requested. There may
be a fee attached to this.
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Data Protection
Act 1998
The Data Protection Act 1998 gives you the right
to obtain information about yourself. This includes access to health
records held by hospitals, GPs, dentists, social workers and other
health care professionals. The records tell you about your health
and any care or treatment you've received. First ask the person
who holds the records if you can see them. If your request is refused
you have a legal right to ask again. Health and Social Care Organisations
have an obligation to protect an individual's personal information
from inappropriate use.
If you have a query about Data Protection or access
to records you can contact your local
Health and Social Services Council for advice.
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USEFUL CONTACT
POINTS
Health and Social Services Councils were set up
by Government to represent the views and opinions of the public.
There are four Councils in Northern Ireland:
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Northern Health and Social
Services Council
8 Broadway Avenue, Ballymena, BT43 7AA
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Southern Health and Social Services Council
Quaker Buildings, High Street, Lurgan, BT66 8BB
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Eastern Health and Social Services
Council
1st Floor, Lesley House, 25-27 Wellington Street, Belfast,
BT! 6GQ
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Western Health and Social Services Council
Hilltop, Tyrone and Fermanagh Hospital, Omagh, Co Tyrone BT79
0NS
Other useful contacts: |
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The Northern Ireland Commissioner
for Children and Young People
Millennium House, 17-25 Great Victoria Street, Belfast, BT2
7BN
For advice on Human Rights issues contact: |
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Northern Ireland Human Rights Commission
Temple Court, 39 North Street, Belfast, BT1 1NA
For advice regarding discrimination on grounds
of disability, gender, race, religious belief and political
opinion: |
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Equality Commission
Equality House, 7-9 Shaftesbury Square, Belfast, BT2 7DP
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Information Commission's Office
Room 101, Regus House, 33 Clarendon Dock, Laganside, Belfast,
BT1 3BG
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Data Protection Office
37 Castle Avenue, Moira, Co Armagh, BT67 0NH
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Remember:
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Be actively involved in your health
and wellbeing |
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Take part in decisions about your treatment |
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See yourself and your health or
social care worker as a team |
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You have the right to be respected |
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Your health or social care worker
has the right to be respected ... now we're talking. |
This leaflet was adapted for Northern Ireland in
agreement between NI Clinical and Social Care Governance Support
Team and Irish Society for Quality and Safety in Healthcare, and
in partnership with the four Health and Social Services Councils.
Units 2 & 3, St John's Court,
Upper Newtownards Road, Belfast, BT16 1RJ
| Tel |
028 9048 0066 |
| Fax |
028 9048 0050 |
If this booklet is required in other
languages or formats, please contact one of the Health Councils.
August 2005
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Southern Health
and Social Services Council, Quaker Buildings, High Street, Lurgan,
Co. Armagh, BT66 8BB
Telephone:
(028) 3834 9900 Fax: (028) 3834 9858 - Minicom: (028)
3834 6488
Freephone: 0800 917 0222 © 2006.
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