Intelligence report October to December 2017

Findings

Advocacy service 

A serious issue raised by our service was the lack of response by the Queens Road Partnership to an official complaint. The complaint was lodged at the end of November but remains unanswered in full despite the promise of ‘10 days’ turn round.

We found that there was a reduction in the number of cases that involved complaints about waiting times and a slight increase in experiences where there has been a lack of communication. Residents were concerned by the lack of effective internal communication at hospitals.

Social care

Consistency and continuity of the care worker was an important aspect of service satisfaction. Familiarity with the care worker ensures a sense of safety, security and empowerment for the person in receipt of care.

Consistency and continuity of the care worker was an important aspect of service satisfaction. Familiarity with the care worker ensures a sense of safety, security and empowerment for the person in receipt of care.

Accessible information standard

Service users would value large print information provided on medicines with a minimum of font size 18. This would enable people with sight loss and people with learning disabilities to better self manage their health and prevent any safeguarding concerns.

People with sight loss appreciated emails and texts instead of receiving letters.

Deaf residents reported difficulties in accessing Sign Language interpreters, for example during social care assessments or during medical appointments.