Philippa Thompson ICAS Director, South of England Advocacy Projects, Kirstie Blencowe ICAS Director, POhWER, Alicia Raymond ICAS Director, Carers Federation

ICAS update April 2007:

Tendering process

Award of three new contracts by DH from 1st April 2006

5 year contracts for the delivery of service

Based on 9 English regions

Carers Federation – NE, NW, Yorkshire and Humberside and East Midlands

POhWER – East of England, London and West Midlands

SEAP – South East and South West

What is independent advocacy?

Advocacy is a way of empowering people to:

articulate their views, wishes and feelings themselves, or through a competent and independent voice

safeguard their rights

In order to:

ensure that services are accessible and appropriate, and identify gaps in service provision

ensure that the voice of the person is heard, and influences decisions made about him/her by those in a position of power

ADVOCACY PRINCIPLES

Independence:

Service providers (Statutory, Private & Voluntary)?

Best Interests:

  • Advocate does not influence/take view
  • Act as impartial conduit for client’s views regardless of own opinion

Confidentiality:

  • Life-threatening threshold
  • Client informed of limits
  • Client kept involved if breach conditions met

Empowerment:

  • Self-advocacy
  • Client-led
  • Client in control of advocacy process
  • Nothing without consent of client

Service Provision

Generic service – accessible to all

Self advocacy and supported advocacy

Balance between remote support – telephone and email – and specialist support

Community and office based

National complaints statistics 2006/07 (draft figures)

7,561 new cases (supported or specialist advocacy

17,944 client contact (self advocating or signposting)?

6,437 cases closed

5,876 live cases at 31 March 2007

Complaint level

  • Local Resolution 86%
  • Healthcare Commission 10%
  • P. H. S. Ombudsman 4%

Practitioner Area

  • Medical 71%
  • Nursing, Midwifery, Health Visitor 7%
  • Dentistry 5%

Cause of grievance

  • Multiple Aspects Clinical Treatment 12.8%
  • Misdiagnosis 12.6%
  • Attitude of staff 10.2%

Client age

  • 0 -16 6%
  • 17 – 59 52%
  • 60+ 27%
  • not stated 15%

Clients who disclosed a disability (1500+)

  • Physical Disability 49%
  • Mental Illness 25%
  • Learning Difficulty 4%
  • Other Disability 21%

Prison Clients

  • Initial contacts 92
  • Ongoing support 76

ICAS Focus on harder to reach groups:

  • Prisons
  • Mental Health
  • People with learning disabilities
  • People with physical disabilities
  • Travellers
  • Children and young people
  • Black and ethnic minority groups

Case study

Care of patient with breast cancer

  • Palliative care issues
  • Short staffing
  • Communication breakdown
  • Compounded by time of year

Outcomes

  • Matron shared experience and now sits on palliative care team
  • Two side wards dedicated to terminally ill patients
  • Extra staff training
  • Specialist equipment
  • Renamed the suite in memory of the patient

Working in partnership

With NHS providers , PALS and Patient Forums , With community and voluntary sector service providers , With other advocacy services

Through Networking plans, Shared knowledge, information and understanding, Referral protocols

ICAS providers working in partnership

Through:

  • Joint publications and promotional materials
  • Common branding
  • Shared knowledge, information and understanding
  • Referral protocols

What is happening now?

  • Revised Self Help Information Pack
  • Website development
  • Multi-media DVD
  • Posters
  • Leaflets in ethnic minority languages and Braille

What the future holds

  • Integration of health and social care complaints procedures
  • Sharing information for effective service improvement
  • Networking plans to build relationships
  • Seamless transition for ICAS

ICAS… 5 years on

What do you think?

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