React Homecare
CR61 – Access to NHS Services Policy and Procedure
1. Purpose
1.1 To uphold the Service User’s entitlement to access NHS services.
1.2 To guide staff as to their responsibilities in relation to accessing NHS services.
1.4 To meet the legal requirements of the regulated activities that React Homecare is registered to provide:
The Care Act 2014
Equality Act 2010
The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014
Mental Capacity Act 2005
Mental Capacity Act Code of Practice
2. Scope
2.1 The following roles may be affected by this policy:
o Registered Manager
o Administrator
o Care staff
2.2 The following service users may be affected by this policy:
o Service Users
2.3 The following stakeholders may be affected by this policy:
o External health professionals
o NHS
3. Objectives
3.1 To promote a system at React Homecare that has good links with external healthcare professionals, as well as having referral arrangements in place so that services can be accessed easily and without delay.
4. Policy
4.1 Service Users will be provided with information regarding their entitlement to NHS services and supported to access those services.
4.2 Care Workers supporting Service Users will, when required, advocate and support access to NHS services on the Service User's behalf.
4.3 Care Workers will promote and support advance Care Planning to ascertain the wishes and preferences of Service Users approaching the end of their life in relation to accessing NHS care.
4.4 All information shared between the NHS and React Homecare will be in a format that is accessible for the Service User and in accordance with the Accessible Information Standard.
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5. Procedure
5.1 Referral and Service Provision
In relation to accessing NHS services, the following principles apply:
o The review of health needs is an ongoing process and takes place whenever support is provided to the Service User. Care Workers must always consider the need for NHS services as part of this review and via formal Care
o Service Users may directly request access to NHS services and Care Workers will support the Service User to access the relevant service as needed
o Service Users will be supported to maintain their own existing links with NHS services as able
o All referrals and visits to and from the NHS will be documented in the Service User's Care Plan
5.2 The Staff Role
The Care Worker will advocate and support the Service User to access the services they need, when they need them, if they are unable to achieve this themselves.
5.3 Where referrals are made, these will be followed through to ensure that they result in the Service User accessing that service.
5.4 For Service Users who lack capacity, React Homecare will advise the GP (or NHS service) how best they can communicate and support that Service User to reduce any anxiety or distress.
5.5 Where a Service User has requested the presence of a relative at an NHS visit, the Care Worker will coordinate and support accordingly.
5.6 Where a Service User lacks the capacity to consent and it has been deemed in the Service User's best interest to have a relative or representative present at an NHS visit, the Care Worker will coordinate and support accordingly.
5.7 Care Workers will update relatives on the outcomes from a consultation in accordance with Service User consent and choice.
5.8 Care Workers will understand the local systems in place at React Homecare for referring to NHS services and making requests for visits. This will be documented for audit trail purposes.
5.9 Where ongoing treatments are prescribed by visiting NHS services, Care Workers will be clear about their roles and responsibilities in managing or supporting the treatment.
5.10 Partnership Working
React Homecare will build professional working relationships with close NHS services (GPs, district nursing teams) and React Homecare will have confidence in the GP service fulfilling its required duties which include:
o Responding if asked to examine a Service User, or in an emergency
o Reviewing a Service User's health condition on a regular basis
o Monitoring progress
o Taking steps to prevent decline
o Identifying scope for health improvement
o Working closely with other agencies to maximise Service User wellbeing
o Reducing inappropriate admissions to hospital
If concerns present with regard to the quality of the service provided, Care Workers must complete an incident form and alert the Registered Manager. Care Workers can refer to the GP and Visiting Professionals Policy and Procedure for further guidance.
5.11
Monitoring the Effectiveness of Access to NHS Services
The Registered Manager will use the following means to monitor the views and experiences of Service Users and their families regarding medical care and NHS provision:
o Informal feedback from Service Users and relatives on the effectiveness of the services
o At Service User review meetings or via the completion of satisfaction surveys
o Care Workers' feedback of their experiences with GPs and the NHS
o Informal discussions with the relevant NHS service to review systems and processes from referral through to visit
6. Definitions
6.1 Advance Care Planning
o Advance care planning is a process that enables individuals to make plans about their future health care. Advance care plans provide direction to healthcare professionals when a person is not in a position to either make and/or communicate their own healthcare choices
6.2 NHS Services
o NHS Services include the most common 'publicly funded' services provided by NHS in England; for the purposes of this policy they include:
o Emergency and urgent care
o General practitioners (GPs)
o Dental services
o Pharmacy services
o Mental Health services
o Opticians
o Occupational therapy, physiotherapy, speech and language therapy
6.3 Advocate
Advocacy (in all its forms) seeks to ensure that people, particularly those who are most vulnerable in society, are able to:
o Have their voices heard on issues that are important
o Defend and safeguard their rights
o Have their views and wishes genuinely considered when decisions are being made about their lives
An advocate is a person who has been appointed to carry out the above on someone's behalf
6.4 Capacity
Having capacity means the ability to use and understand information to make a decision and communicate any decision made. A person lacks capacity if their mind is impaired or disturbed in some way, and this means the person is unable to make a decision at that time
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7. Key Facts - Professionals
Professionals providing this service should be aware of the following:
Everybody has the right to access NHS services when needed
When accessing and working alongside NHS services, the goal for all professionals is the same; the Service User is at the core in achieving a quality service
Professionals need to move to a culture of anticipating need rather than responding to a need, and this takes joint working and healthy partnership working to achieve
8. Key Facts – People affected by the Service
People affected by this service should be aware of the following:
You have the right to access NHS services when you need them
Care Workers can support you to access these services when you need them
You may, from time to time, be asked for feedback on your experiences of using NHS services to help ensure that you are receiving the care you expect
If you have any concerns surrounding access to NHS services, you can speak to the Registered Manager
9. Outstanding Practice
To be ‘outstanding’ in this policy area you could provide evidence that:
Accessing NHS services is a smooth process that is timely and meets the needs of the Service User
Feedback and thematic audits are gathered in order to benchmark performance and any identified actions are addressed and embedded in practice
Healthy professional relationships exist between commonly used NHS services (such as GPs) and React Homecare