SOUTHERN HEALTH AND SOCIAL SERVICES COUNCIL

Programme of Work 2003/04 ... Continued

8 COMPLAINTS

8.1 The Council does not have a remit to investigate complaints but can offer advice and support to individuals wishing to make complaints about any aspect of the services. A full time Complaints Officer is employed and the Council’s Office Manager also plays a role in the complaints service.

8.2 During 2003/04 the Council will;

• continue to fulfill its duty to provide support and advice to patients, clients and members of the public on the operation of the HPSS complaints procedures.
• Support complainants through local resolution and independent review procedures.
• Pursue issues arising from complaints with the Board and the relevant service providers.
• Analyse and monitor trends in complaints.
• Participate in the Southern Area Complaints Forum.
• Play a part in the ongoing review of the HPSS complaints procedures.
• Liaise as necessary with the Ombudsman's office and with the office of the Commissioner for Children and Young people to be established during 2003.

8.3 An evaluation of the complaints outreach service provided at Ballybot House, Newry and South Tyrone Hospital since 2001 suggests that telephone is the method favoured by the public wishing to contact the Council. The outreach service will be discontinued and the complaints support services reviewed to ensure an appropriate balance between supporting individual complainants and taking action on general issues arising from complaints.

8.4 Developments planned for 2003/04 include:

• Increasing the use of the Council's web page to provide information to the public on their rights and on the HPSS complaints procedures.
• The compilation of an Information Pack to support responses to initial enquiries.
• Increased liaison with local advice agencies and community groups to disseminate information on the rights of HPSS service users and the use of the HPSS complaints procedures.

8.5 In line with a recommendation from the research report commissioned from Queen’s University Belfast (QUB) by the four Health and Social Services Councils on ‘Children as Complainants’, and subject to the availability of additional funding, the Council will develop a specific strand of work within its complaints service to meet the needs of young complainants.

9 VISITING AND INSPECTION OF FACILITIES

9.1 During 2003/04 the Council will carry out 6 visits to facilities within and outside the Board’s area. In keeping with theme of the work programme the focus will be on how the needs of people with disabilities are met by both generalist and specialist services.

10 REACTIVE WORK

10.1 The Council will endeavour to make appropriate, well researched and informed responses to consultation processes on issues affecting patients and service users that will arise during 2003/04. 10.2 The plans to engage with the general public in framing the response to the anticipated consultation document on HPSS structures are already referred to under section 6.

11 REGIONAL INITIATIVES

11.1 In the absence of a regional body to represent the views of service users the four Health and Social Services Councils have collaborated to meet this gap. The requirement for representation at regional level has increased significantly in recent years with consequent implications for the workload of the Councils. Discussions with the DHSSPS on how this regional workload can be sustained are ongoing. During 2003/04 the Council will continue to play its part in the shared task of representing services from across Northern Ireland on a wide range of regional working groups.

12 PRESS AND PROMOTION

12.1

• Enhance awareness of the Council's work amongst the general public and users of health and social services.
• Promote the policies and views of the Southern Health and Social Services Council.
• Secure local and regional publicity for the Council.
• Promote good relations between the Council and the media.
• Publish research material in the most appropriate format and maintain high standards of design and print production.
• Fully implement the Council’s recently developed Media Strategy.

• The continued development of the Council's web site as a means of communicating with the public and service users.
• The production of leaflets, posters and other relevant print material for distribution.
• The distribution of relevant information in locations where the public comes into contact with health and social service providers.
• Publication and distribution of the Council's Annual Report.
• Work with other consumer organisations in promoting health and consumer rights in Northern Ireland.
• Effectively advertise the role of the Council.
• The publication and distribution of reports on completed research projects.
• Undertaking appropriate speaking engagements on behalf of the Council.

Next Page

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.
Site Designed and Maintained by Areema Limited