Section 6

Accessing Cheshire Foundation Services

6.1     How to access Cheshire Foundation services

Access routes:  At the moment, members of the public can access Cheshire Foundation services through the following routes:

·        Application to the Foundation’s Central Office

·        Direct application to an individual Centre

·        Referral from a GP, Public Health Nurse, Social Worker or other health professional.

·        Referral from another voluntary organisation.

·        Referral from a Health Board.

Long-term accommodation services:  Decisions on access to a long-term accommodation services are made by the Admissions Committee in each Centre.  The core membership of this Committee consists of the manager, a service user and a Health Board nominee.  Additionally, a nominee from the Centre’s management committee, the Centre’s Head of Care and/or other health professional may also be members.

The admissions process is conducted in consultation with the individual and their family, if desired by the individual.  Opportunities for both parties to meet and discuss the needs of the individual are arranged and the individual is encouraged to visit the Centre to assess whether it meets his/her needs, particularly social needs.

In general, priority is given to people living in the Centre’s Health Board area.  Applications in respect of people aged over 65 are generally referred on to the Health Board’s Elderly Services.

Respite services:  Decisions on access to respite services are made by the management of each Centre.

Outreach services:  Decisions on access to outreach services are made by the management of each Centre.

Other services: Decisions on access to other services are made by the management of each Centre.

Corporate services:  The corporate services provided to the public by the Foundation’s Central Office  can be accessed by contacting that Office directly.

Future developments:  The Cheshire Foundation recognises that a long-term place in one of our Centres is a very scare resource and that each place should be allocated on the basis of greatest need.  At the same time, Cheshire services are not ideally suited to the needs of every person who may want to avail of our services.  Balancing these factors within an access procedure which is fair, open and transparent is a complex task and one which takes time to complete.  The Foundation recognises that the current access arrangements require development and is committed to their revision.  The process of revision is in train with the aim of being completed as soon as possible.  The Foundation is actively seeking the additional resources from statutory sources which are required to complete this work within the desired timescale.

6.2     Complaints & appeals by service users*

Complaints procedure:  The Cheshire Foundation aims to deliver quality services.  Where we fall short of this aim, the public (including current and former service users and staff) should use the following procedure:

1.      Raise the issue with the staff member concerned or responsible for the relevant area.

2.      If not resolved to the individual’s satisfaction, raise the matter with the manager of the Centre.

3.      As an alternative to 1 & 2 or if the centre manager cannot resolve the matter, the individual can contact the Foundation’s Service User Development Manager – see Appendix 1 for contact details.

4.      In exceptional circumstances, it may be necessary for the individual to contact the Chief Executive Officer - Appendix 1 for contact details.

5.      If the Cheshire Foundation cannot resolve matters, the individual is entitled to contact the Health Board where the relevant Cheshire Centre is located - see Appendix 1 for contact details.

Appeals procedure:  Any decision by a Cheshire Foundation manager may be appealed in the following way:

1.      The individual should contact the Foundation’s Service User Development Manager – see Appendix 1 for contact details.  Full details of the situation should be provided so that the decision can be fully reviewed.

2.      The Service User Development Manager will contact the individual with details of the internal review decision.

3.      If not resolved to the individual’s satisfaction, the matter can be further appealed to the Chief Executive Officer (CEO) who, after consideration of the facts, will make a final decision.

4.      If the Cheshire Foundation cannot resolve matters to the individual’s satisfaction, the individual is free to contact the Health Board where the relevant Cheshire Centre is located - see Appendix 1 for contact details.

Future developments:  The Cheshire Foundation recognises that openness and transparency in decision making is a vital element of good service provision.  The Foundation recognises that complaints and appeals procedures require regular revision in the light of changing circumstances.  A programme of annual revision will be put in place as soon as available resources allow.

*Note: Procedures for resolving complaints and appeals by staff members are set out in the Foundation’s standard employment contract.

PART B

How to get access to information & records held by the Cheshire Foundation

(Section 15, Freedom of Information Act, 1997)