Having your Say

How to make a complaint or comment

If you are unhappy or worried about any adult social care services, it is important to let someone know. Usually talking to someone in the service can put it right. You can talk to the people who provide your care or their managers. They will have a process in place for managing complaints and listening to concerns that are raised.

Wherever you raise a concern it should be listened to and taken seriously. The good and bad things people raise can help improve services for everyone. You will not be treated unfairly because of anything you raise. It is never wrong to give the service a call.

The Comments and Complaints team will help you decide what to do – you do not have to make a formal complaint to talk things through.

Tel: 01865 323589
Email: commentsandcomplaints@oxfordshire.gov.uk

Write to:
Comments and Complaints Service
Freepost RRYR-XTBE-GBTZ,
County Hall, New Road,
Oxford OX1 1ND

For complaints concerning the NHS, contact NHS Complaints on 0300 343 5718 or email oxfordshire@seap.org.uk

Complaints about care that you pay for yourself

You can ask the Local Government Ombudsman to take up your case if you are not happy about how a care home or service dealt with your complaint about care that you pay for yourself.

You can contact them on 0300 061 0614 or 0845 602 1983

Write to
The Local Government Ombudsman
PO Box 4771,
Coventry CV4 0EH

You can call the County Council’s Comments and Complaints Service for advice about what to do or to raise a concern about a service.

Healthwatch Oxfordshire

Healthwatch Oxfordshire is an independent organisation that listens to people’s thoughts and experiences of health and social care in Oxfordshire and works to help people get the best out of these services, whether it’s improving them today or helping to shape them for tomorrow.

Healthwatch will give children, young people and adults a powerful voice both locally and nationally by:

  • providing information about local health and social care services;
  • listening to your views and experiences on the way that health and social care services are delivered;
  • using your views to make recommendations about how your services could or should be improved now; and
  • making your views known to influence the way your services are designed for the future.

For more information about Healthwatch Oxfordshire, please call 01865 520520 or visit www.healthwatchoxfordshire.co.uk

Hearsay

Oxfordshire Healthwatch is working with Oxfordshire County Council to run Hearsay events to find out what the public thinks about Adult Social Care services.

People who use services provided by the Council are invited with friends, carers and family members to have their say about what is most important to them. They are able to speak directly to people responsible for the planning and quality of adult care services.

If you would like to get involved in a Hearsay event, call 01865 520520, email hello@healthwatchoxfordshire.co.uk or visit www.healthwatchoxfordshire.co.uk

Patient Advice and Liaison Service (PALS)

The Patient Advice and Liaison Service is a free and confidential service that provides help to the public when dealing with the NHS. It acts independently when handling patient and family concerns, liaising with staff, managers and relevant organisations to negotiate immediate or prompt solutions.

If the team cannot answer your questions, they will put you in contact with someone who can help you. There are Patient Advice and Liaison Services locally at each NHS Trust.

Churchill Hospital
Tel: 01865 235855
Email: PALSCH@ouh.nhs.uk

Horton General Hospital
PALS Office
Tel: 01295 229259
Email: PALSHH@ouh.nhs.uk

John Radcliffe
Tel: 01865 221473 or 740868
Email: PALSJR@ouh.nhs.uk

Nuffield Orthopaedic Centre
PALS Office
Tel: 01865 738126
Email: PALSNOC@ouh.nhs.uk

Oxford Health
Tel: 0800 328 7971
Email: PALS@oxfordhealth.nhs.uk

Oxfordshire Clinical Commissioning Group
Tel: 01865 336800
Email: oxon.gpc@nhs.net

Get involved

Oxfordshire Voice

This is a citizen’s panel made up of over 3,000 Oxfordshire residents who have volunteered to give up some of their time to answer surveys on a wide variety of issues. Panel members are carefully recruited to be representative of the population of Oxfordshire and are invited to stay on the panel for around three years. Visit www.oxfordshire.gov.uk/cms/public-site/oxfordshire-voice-panel to find out more.

Health and Wellbeing Board

The Health and Wellbeing Board is a partnership between Oxfordshire County Council, the NHS, District Councils, local Healthwatch and the people of Oxfordshire. It is designed to ensure that we all work together to improve our health and wellbeing, especially those of us with health problems or in difficult circumstances.

Talking Health

By signing up to Talking Health, you can get involved and have your say about your local NHS services. Visit www.consult.oxfordshireccg.nhs.uk or write to cscsu.talkinghealth@nhs.net to find out more.

Oxfordshire Community First

If you would like to support and help to grow community transport locally, get in touch with Oxfordshire Community First who will be able to find your local community transport group. You could volunteer to help, for example by making sure people who need it know about the service; helping with fundraising; becoming a volunteer driver and helping with bookings.

Call 01865 883488 or email info@oxonrcc.org.uk to find out more.

Volunteer Connect

Run by Banbury Citizens Advice Bureau, Volunteer Connect runs a community transport service for the Cherwell area by recruiting volunteer drivers who use their own cars to take people to essential appointments, when there is no reasonable alternative travel for them.

For information about general volunteering, call 0300 303 0126 or for information about community transport call 0300 303 0125 or email info@volunteerconnect.org.uk

Volunteer Centres

Cherwell
Volunteer Connect provides a volunteering brokerage service to the community throughout Cherwell. The service matches volunteers to volunteering opportunities and works with public and private sector organisations to increase volunteering.

Tel: 0300 303 0125
Email: info@volunteerconnect.org.uk

Oxford City, South Oxon and the Vale of White Horse
The Volunteer Centre Oxfordshire offers a service to those wanting to volunteer and those looking for volunteers in these areas.

Tel: 01865 251946
Web: vcoxfordshire.org

West Oxfordshire
Volunteer Link Up offers community transport, befriending and practical help.

Tel: 01993 776277
Email: office@vlu.org.uk
Web: www.vlu.org.uk

Advocacy

To find out more about how you can get independent advocacy, please contact Oxfordshire County Council’s Social and Health Care team by emailing socialandhealthcare@oxfordshire.gov.uk or by calling 0845 050 7666.

Oxfordshire Advocacy

Oxfordshire Advocacy provides a free, independent and confidential service to adults in Oxfordshire which helps people to represent their interests, secure their rights and access services of their choice. It also supports people who wish to challenge, make suggestions or complain about services.

Go to www.gettingheard.org to find out more.

How solicitors can help

If you need help finding a lawyer, you can call during office hours on 0844 567 6173. Contact Citizens Advice by visiting www.citizensadvice.org.uk

Bereavement

Oxfordshire County Council’s Registration Service has produced a bereavement guide to help you to arrange a funeral. It provides guidance, support and reassurance and will help you to get all the information you’ll need to help you at this difficult time. Visit www.oxfordshire.gov.uk to find out more.

Cruse is the leading charity in the UK specialising in bereavement. It offers one-to-one counselling sessions, therapeutic groups and friendship groups to people trying to come to terms with the death of others. Call 01865 245398, visit www.oxfordcruse.co.uk or email admin@oxfordcruse.co.uk for more information.

Oxfordshire Association of Care Providers OACP

Oxfordshire Association of Care Providers (OACP) is a community interest company formed in 2014 to represent and support the diverse range of care providers operating across the county. Its members include registered care providers, community-based services and Personal Budget holders and cover a complete range of private, independent and voluntary sector providers. Most providers work with adults, but some have services for young people and children. This diversity is reflected in our Board membership.

It represents all types of social care, in all settings, for all conditions. This includes care homes (and care homes with nursing), home care agencies, supported living providers, community mental health services, housing-related support, day-time support and respite services. Its 90+ members also include services which provide advocacy, information, advice and support.

It is this wide-ranging and diverse membership, which provides the strength of OACP. It is able to look across the whole sector and see trends and opportunities for providers to work together for the benefit of the sector. It aims to support care providers to deliver high-quality, person centred care. and recognises that quality with annual awards for best practice.

With its overview, OACP recognises common themes: the difficulty of recruitment, the pressure on delivering quality services in a challenging financial context, and with tight regulatory standards. Its forums offer opportunities to bring together providers to focus on specific themes, or to identify joint working that would improve aspects of delivery.

The world of health and social care is extremely complex. It is essential that the voice of care providers is heard at meetings with NHS and local government colleagues to resolve challenges, from hospital admissions and discharge planning to safeguarding and funding.

OACP enables providers to keep abreast of local government and health commissioning strategy, not being afraid to push back at issues it feels are detrimental to care provision quality.

Benefits of OACP membership for care providers include:

  • guidance, support and advice on all aspects of care delivery, employment of staff, meeting regulations etc;
  • regular meetings and events;
  • promote your service using the OACP logo as a mark of being in touch and up to date;
  • a comprehensive training offer at reduced prices; and
  • join the collective voice representing the sector locally and nationally.

And lots more. Providers, please contact the association for membership costs.

Oxfordshire Association of Care Providers
Stables 4, Howbery Park,
Benson Lane,
Crowmarsh Gifford,
Oxfordshire OX10 8BA

Tel: 01491 822604 / 605 / 606
Email: info@oacp.org.uk
Web: www.oacp.org.uk

Twitter: @OxonACP
Facebook: OxonACP