Gateway Digest

You can ask to use the Patient Transport Service (PTS) if you have a medical or clinical condition which may stop you getting to your appointment by any other means. The main service operates between the hours of 8am to 6pm Monday to Friday (excluding Bank Holidays) and is suitable for appointment times from 9.30am to 3.30pm.

The hospital clinic you are attending may book transport on your behalf – if they do not, you may need to ask your GP or hospital clinic to provide you with the telephone number of where to book your Patient Transport Service. The staff at the booking centre will ask you some simple questions to make sure that you are eligible to use the service, and you will also need your NHS number to make a booking (available from your GP). It is also important to let the booking centre know about any mobility or additional needs that you may have.

Further information about the Patient Transport Service can be found on the North West Ambulance Service website.

The Government has recently passed major reforms that change the way in which the NHS (National Health Service) is run, passing responsibility of healthcare services to local CCGs.

What is a CCG?
From April 2013, St Helens CCG (Clinical Commissioning Group) will be responsible for organising all local healthcare, replacing Halton and St Helens PCT (Primary Care Trust). St Helens CCG is made up of doctors, nurses and health workers from the 37 GP Practices located in the borough.

How will the changes affect me?
There should not be any changes to the way in which you will receive your healthcare. Even though your GP may be actively involved in the CCG, he/she will continue to see their patients as usual.

Why have these changes been brought in?
The Government believes that because GPs and health workers have the most regular contact with patients, they should be the ones have a better understanding of your health needs and so they should be the ones who commission and plan local services.

It is also hoped that these changes will allow the general public to have more influence over what health services should be available locally. Information about how local health services are performing should also become more accessible.

How can I have my say on health priorities?
St Helens CCG is encouraging local people to give their views on what health priorities matter the most to them. They will be holding several ‘Talk to Us’ events where you can ask questions and give your opinions, and you can also send your feedback about health priorities to:

• [email protected]
• Lynne Woods, NHS Halton and St Helens, Freepost RRKU-KLHE-LSKX, Widnes Health Care Resource Centre, Oaks Place, Caldwell Road, Widnes, WA8 7GD

More information about the changes to the NHS can be found via the Department of Health website.

You have a right to complain if you are not happy with any aspect of care or advice that you have received from your GP or from the NHS. This is normally done through a two-step process: local resolution and then through an Ombudsman. Complaints about an NHS service should be made within twelve months from the date the event happened.

You can also share your experience of UK health services via Patient Opinion.

Local Resolution

• If your complaint or concern is regarding a GP, Dentist, Optician, Pharmacist or regarding a funding decision then you should contact the service in the first instance or to the Patient Experience Team at Bridgewater Community Healthcare Trust (tel: 0800 849 7088) email: [email protected]).
• If your complaint or concern is regarding Community Health services (e.g. a District Nurse or Health Visitor) then you should contact the Customer Care Team at Bridgewater Community Healthcare Trust (tel: 0800 849 7088 or email: [email protected])

Ombudsman
You can make a complaint to the Parliamentary and Health Service Ombudsman if you are unhappy with the response to your complaint after local resolution. They will listen to your case and then carry out an independent investigation into what has happened. They can be contacted on 0345 015 4033 or alternatively you can request a call back by texting ‘call back’ (with your name and number) to 076 248 130 05.

It may be possible to challenge the final decision of your complaint by taking court action, also known as a judicial review. Judicial review is a procedure which allows a court of law to review decisions made by public bodies – please see their website for further information.

You may also find it useful to have someone to help you put across your case (known as advocacy), for example if you are a mental health service user or have a learning disability. You can search online for advocacy groups at www.actionforadvocacy.org.uk or phone 020 7820 7868.

Other options
Alternatively, ICAS (Independent Complaints Advocacy Service) can help you if you feel that you have not had the service that you expect from the NHS and want to make a formal complaint. ICAS is independent of the NHS, confidential, free and can support you with your complaint by helping you write letters, attend meetings with you, help you to explore your options and to help you make decisions. ICAS can be contacted at their Liverpool office on 0300 456 8350 or [email protected].

AVMA (Action against Medical Accidents) is an independent charity which promotes better patient safety and justice for people who have been affected by a medical accident. AvMA provides free and confidential advice and support to people affected by medical accidents via their helpline (0845 123 2352 open Monday to Friday 10am to 5pm) and casework service.

Whiston Hospital (L35 5DR), St Helens Hospital (WA9 3DA) and Newton Community Hospital (WA12 8RB) are the NHS hospitals in the St Helens borough – please click on the relevant hospital to find out what departments and services are available. Your GP will usually refer you to the most appropriate department and hospital if you require specialist treatment or further assessment.

Fairfield Independent Hospital is an independent charity providing services for NHS patients and quick access to private medical care (i.e. you need to pay) for people without medical insurance.

You have the right to choose to go to any hospital or facility in the country – this choice is usually made by location (i.e. the closest to you), but you can also find out more about a hospital’s reputation, performance or patient opinion by visiting the NHS Choices website and entering your postcode into the ‘Health Services near you’ box.

You have the right to choose whichever GP practice you wish, as long as you live within the practice boundary. If you wish to change to a new GP, or if you have just moved into the St Helens area, you can find out a list of GP practices in the area by:

• Using the NHS Choices services search
• Contacting the Patient Experience Team on 0151 495 5187 (or email [email protected])
• Contacting NHS Direct on 0845 4647

For further information about GPs in the area you can also visit the Patient Opinion website to look at other people’s opinions of a GP practice.

The internet has a wide range of information about various illnesses, diseases, medical conditions and their symptoms. Some of these internet sources may not be reliable and so if you are concerned about your health or are worried about potential symptoms, it is recommended that you either:

• consult your GP
• contact NHS Direct on 0845 4647. They also have an online symptoms checker available at http://www.nhsdirect.nhs.uk/en/CheckSymptoms and also via a Smartphone app

The Walk-in Centre (located within the Millennium Centre on Corporation Street) provides treatments of minor injuries and illnesses, or they can refer you to other NHS services if appropriate – no appointment is necessary and the facility is open 365 days a year.

Your local Pharmacy can also offer you advice around symptoms, medication and minor ailments.

Always call 999 if someone is seriously ill or injured, and if their life is at risk.

If it is a non life-threatening emergency or incident you can either:

• Go to the Walk-in Centre located within the Millennium Centre (WA10 1HJ)
• Go to the Accident and Emergency department at Whiston Hospital (L35 5DR)

For general illnesses (e.g. flu) you could also:

• Go to your GP
• Visit the NHS Choices website to check your symptoms online
• Call NHS Direct (0845 4647)
• Go to your local Pharmacist; they are qualified to give advice from sprains to stomach upsets, and usually no appointment is necessary