Our Policies

Healthwatch Kingston upon Hull and our representatives are held to thorough standards and policies to ensure the way we work and the service we offer meets the needs of and empowers our local communities. You can view these policies below:

Code of Coduct

This code of conduct sets out how Healthwatch Kingston Upon Hull members are expected to behave to each other and those they come into contact with as a representative of Healthwatch. It applies to ISAB members, staff and volunteers.

Healthwatch Representaties must:

Treat others with respect and act in a non-threatening manner.
Respect equal opportunities, diversity and cultural differences.
Respect confidentiality.
Act in the best interests of Healthwatch and in accordance with Healthwatch policies and procedures.
Have regard to relevant professional advice.
Be clear on views they are representing and make explicit any bias in what they say.
To be accountable for their actions.
Prepared to represent divergent and conflicting views in a balanced manner.
To be an ambassador for Healthwatch.
To share information as widely as possible.
Ensure reasonable attendance at meetings.
Act in accordance with legal and contractual requirements.
Follow the Nolan Principles of Public Life.

Breaches of the Code of Conduct

Where there are evidenced and unreasonable breaches of the Code of Conduct this will be investigated by the Healthwatch Delivery Manager and Chief Officer. Following the investigation the following sanctions might be applied:

A representative is asked to stand down from their role.

A representative is issued with a warning.

No action will be taken.

The process above will be carried out as quickly as reasonably possible. to take steps to resolve any conflicts arising in a way that protects the public interest.

Nolan Principles of Public Life

ISAB members will be expected to abide fully with Healthwatch Kingston Upon Hull Code of Conduct and the Nolan Seven Principles of Public Life thus maintaining high standards of probity. They must also present a positive image of the Board and Healthwatch Kingston Upon Hull at external events. The Principles of Public Life are a template for conduct in the public domain. Healthwatch ISAB Members will follow these principles.

Selflessness – Holders of public office should take decisions solely in terms of the public interest. They should not do so in order to gain financial or other material benefit for themselves, their families or their friends.

Integrity – Holders of public office should not place themselves under any financial or other obligation to outside individuals or organisations that might influence them in the performance of their official duties.

Objectivity – In carrying out public business, including making public appointments, awarding contracts, or recommending individuals for rewards and benefits, holders of public office should make choices on merit.

Accountability – Holders of public office are accountable for their decisions and actions to the public and must submit themselves to whatever scrutiny is appropriate to their office.

Openness – Holders of public office should be as open as possible about all the decisions and actions that they take. They should give reasons for their decisions and restrict information only when the wider public interest demands.

Honesty – Holders of public office have a duty to declare any private interests relating to their public duties and to take steps to resolve any conflicts arising in a way that protects the public interest.

Leadership – Holders of public office should promote and support these principles by leadership and example.

Complaints Policy

We aim to provide the highest standards of customer service and welcome feedback, good or bad, about our performance and the manner in which we discharge our responsibilities to help us in this process. Anyone directly affected by the way in which Healthwatch Kingston Upon Hull has carried out its functions may raise their concerns or make a complaint. We will treat both concerns and complaints in the same way.

This Policy does not cover:

Complaints or concerns about the NHS, which should be dealt with through the NHS complaints procedure.
Complaints about the provision of social care services which should be dealt with by the Hull City Council complaints procedure.

We will review this policy on a regular basis.

Procedure

Stage 1:

In the first instance we would encourage you to raise a concern, complaint, or to provide feedback on our service informally. Providing information or correcting misunderstandings or misconceptions at this stage may enable the issue to be successfully resolved.

Stage 2:

If the concern or complaint is not resolved to your satisfaction, then you should formally write to the Healthwatch Kingston Upon Hull Delivery Manager via email or letter setting out the full details of your concern or complaint. Please include your name, address and telephone number and the name of the organisation you represent, if appropriate. We cannot respond to anonymous complaints.

The Healthwatch Delivery Manager will acknowledge receipt of your concern or complaint in writing or by email within 3 working days. It will then be investigated and attempts to resolve the matter will be completed within 15 working days, and you will be informed in writing or email of the outcome. If further time is needed, they will explain why and give a new deadline.

Stage 3:

If you are not happy with the outcome you can appeal to the Chief Officer of Hull CVS (accountable contract holder for Healthwatch Kingston Upon Hull) in writing via email or letter within 15 working days. The Chief Officer will review your concern or complaint and attempts to resolve the matter, and respond in writing or by email as soon as reasonably possible with their decision. This should normally be within 15 working days from the receipt of your appeal. If further time is needed, they will explain why and give a new deadline.

The decision of the Chief Officer will be final. Once the appeal process has been completed the concern or complaint will be closed.

Legal Issues

There may be occasions when we are required by law to refer a complaint to bodies with legal powers of investigation, or we are informed about a complaint by such bodies. At all times legal or professional investigations will take priority over this Policy and we will not undertake any actions that may compromise any external investigations. In such cases:

The Complaints Procedure will be initiated and we will take such immediate action to protect clients, users, or ourselves through suspension of a staff member or other volunteer until such a time as any legal procedures or investigations are completed.

Once immediate actions have been taken the Complaints Procedure will become suspended until such a time as any legal procedures or investigations are completed.

Data Protection

All personal data about a complainant, and collected during an investigation of the concern or complaint will be held securely and only used to help to address the concern or complaint. The identity of the person making the complaint will only be made known to those needing to consider the complaint and will not be revealed to other people or made public by us. However it may not be possible to preserve confidentiality in all circumstances, for example, where relevant legislation applies or allegations are made which involve the conduct of third parties.

Confidentiality Policy

Introduction

Involvement in the work of Healthwatch Kingston upon Hull may mean that on occasions ISAB members, staff and volunteers will see or hear information of a confidential nature.

This could cover:

Information about individuals, for example ISAB members, staff, volunteers and users of our services;

Information about our work, for example our plans, finances, funding bids;

Information about other health and social care organisations who we work with, for example their plans and decisions, finances, commissioning decisions.

All ISAB members, staff and volunteers are expected to use their discretion and respect the need to maintain confidentiality of information they have access to. This is expected to continue even when an ISAB member, staff member or volunteer is no longer involved with Healthwatch.

This policy should be read in conjunction with our Data Protection Policy.

Information about Individuals

Healthwatch is committed to ensuring confidential services to all individuals. The confidentiality is between the individual and Healthwatch, not the member of staff or volunteer delivering a particular service.

Confidential information will not be sought from a client unless expressly in the interests of that client, i.e. to enable better service delivery.

Information will only be passed to another agency or to other individuals outside of Healthwatch with the consent of the client, where possible this will be with written consent. If a member of staff or volunteer intends to get information from another agency to help the client or to refer them to another agency then this must be explained to the client and their permission given.

No personal information about ISAB members, staff, volunteers or users of our services will be given to any third party (including a member of their family), without their consent. Information will only be divulged on a “need to know” basis.

Information will be treated in confidence and will not be divulged to anyone outside Healthwatch except where extenuating circumstances exist (see below). However, in order that we can provide the best possible help to our clients it may be necessary to share information with a Healthwatch ISAB member or the Delivery Manager.

All customers and clients are entitled to privacy and will be made aware that they can specifically request to be seen in private.

Use of Individual Information for publicity, reporting or training purposes

We need to be able to give information where appropriate about the impact of our services.

If one of our services has an outcome which would provide useful material for publicity, reporting or training purposes, then wherever possible the permission of the client will be sought in writing before the story is told to anyone else. If permission cannot be obtained then any details that would enable identification of the client to be made will be changed.

Commercially Confidential Information

Healthwatch may at times be required to tender competitively for contracts and work in partnership with other agencies to submit bids for Government and other funding. All information concerning our commercial activities must remain confidential.

In working with health and social care bodies, Healthwatch may at times have access to information classed as confidential. Commercially sensitive information obtained from such bodies should not be publically disclosed without first obtaining the prior permission of the organisation from where the information was obtained.

Limits to Confidentiality

In certain circumstances we reserve the right to break confidentiality should this be deemed necessary. These circumstances include:

- - If it is believed that a person could cause danger to themselves or to others;

- - If there is suspicion or hard evidence of abuse or a safeguarding incident;

- - If information is given which indicates that a crime has been committed;

- - If disclosure is required by law, for example, by the police;

The decision on whether to break confidentiality will be decided on a case by case basis by the Healthwatch Advisory Body.

Access to Data

This Policy operates on a “need to know” basis and apart from the Healthwatch ISAB, relevant staff and volunteers; no-one will have access to client or organisational information unless it is relevant to the service or their work.

All clients and customers have the right to request access to all information stored about them, and have a right to see a copy of this confidentiality policy on request.

Monitoring and Evaluation

All ISAB members, staff and volunteers will be given a copy of this policy when they join Healthwatch and will sign a confidentiality statement that they will abide by this policy. Breaches of this policy will be handled under Healthwatch disciplinary procedures.

The policy will be regularly reviewed by the contracting body (Hull CVS). It will also be reviewed in response to changes in relevant legislation, contractual arrangements, good practice or in response to an identified failing in its effectiveness.

Conflict of Interest

Independent Strategic Advisory Body (ISAB) members have an obligation to act in the best interests of Healthwatch Kingston Upon Hull in accordance with its governing document, and to avoid situations where there may be a potential conflict of interest. Staff and some volunteers have similar obligations. This policy applies to ISAB members, staff, and volunteers whose roles are identified as falling under this policy (collectively defined as members under this policy).

What is a Conflict of Interest?

Conflicts of interests may arise where an individual’s personal or family interests and or loyalties to some other individual or group conflict with those of Healthwatch. Such conflicts may create problems; they can:

Inhibit free discussion.

Result in decisions or actions that are not in the interests of Healthwatch and;

Risk the impression that Healthwatch has acted improperly.

The aim of this policy is to protect both Healthwatch and the individuals involved from any appearance of impropriety.

Conflicts of interest may include but are not limited to:

Working for another organisation, whether NHS or Hull City Council related or not.

Any directorships of companies likely to have a commercial relationship with the Hull City Council or the NHS.

Voluntary or remunerated positions, such as trusteeship, local authority positions, other public positions.

Membership of professional bodies or mutual support organisations, including political parties.

Investments in unlisted companies, partnerships and other forms of business, major shareholdings and beneficial interests.

Gifts or hospitality offered to you by external bodies and whether this was declined or accepted in the last twelve months.

Where a family member or close personal relationship exists with an external body or somewhere where you may be in a position to award services to.

Any other conflicts that are not covered by the above.

What to do if you face a Conflict of Interest

All conflicts of interest, whether actual or potential, should be declared promptly at the earliest possible opportunity. If a member has any interest in the matter under discussion, which creates a real danger of bias, they should declare the nature of the interest and withdraw from the room, unless they have dispensation to speak.

If a member has any other interest which does not create a real danger of bias, but which might reasonably cause others to think it could influence their decision, they should declare the nature of the interest, but may remain in the room, participate in the discussion, and vote if they wish.

If a member is in any doubt about the application of these rules, they should consult with the Meeting New Horizons Chief Officer or Delivery Manager.

If you fail to declare an interest that is known to the Chief Officer or Delivery Manager, they will declare this interest.

Decisions taken where an ISAB member or Member of Staff has an Interest.

In the event of the Healthwatch ISAB members having to decide upon a question in which an ISAB member has an interest, all decisions will be made by vote, with a simple majority required. A quorum must be present for the discussion and decision; interested parties will not be counted when deciding whether the meeting is quorate. Interested board members may not vote on matters affecting their own interests.

All decisions under a conflict of interest will be recorded and reported in the minutes of the meeting. The report will record:

The nature and extent of the conflict.

An outline of the discussion.

The actions taken to manage the conflict.

Where an ISAB member benefits from the decision, this will be reported in the Annual Report and Accounts. All payments or benefits in kind to ISAB members will be reported in the Annual Report and Accounts, with amounts for each member listed for the year in question. Where a member of staff are connected to a party involved in the supply of a service or product to Healthwatch, this information will also be fully disclosed in the Annual Report and Accounts.

Declaration of Interests

Advisory Body members, staff and volunteers are asked to declare their interests, and any gifts or hospitality received in connection with their role in Healthwatch. A declaration of interests form is provided for this purpose, listing the types of interest you should declare.

To be effective, the declaration of interests needs to be updated at least annually and also when any changes occur. If you are not sure what to declare, or whether and or when your declaration needs to be updated, please err on the side of caution. If you would like to discuss this issue, please contact the Meeting New Horizons Chief Officer or Delivery Manager for confidential guidance.

A register of interests will be maintained by the Delivery Manager. The register will be publicly accessible on the Healthwatch website and available for inspection at the Healthwatch registered office. Declarations will also be published in the Annual Report and Accounts.

Data Protection

The information provided will be processed in accordance with data protection principles as set out in the Data Protection Act 1998 and subsequent GDPR 2018. Data will be processed only to ensure that members act in the best interests of Healthwatch. The information provided will not be used for any other purpose.

Declaration of Interest

I _________ as Independent Strategic Advisory Board (ISAB) member / employee / volunteer of Healthwatch Kingston Upon Hull have set out below my interests in accordance with the organisation’s conflicts of interest policy.

Declaration

To the best of my knowledge, the above information is complete and correct. I undertake to update as necessary the information provided, and to review the accuracy of the information on an annual basis. I give my consent for it to be used for the purposes described in the conflicts of interest policy and for no other purpose.

Signed: _____________________________________________________________

Print Name: _________________________________________________________

Position: ____________________________________________________________

Date: _____________________

Enter and View

What is Enter and View?

‘Enter and View’ is a statutory Healthwatch power and an opportunity for Authorised Representatives of Healthwatch, including all specifically trained Staff/Employees:

To go into health and social care premises to see and hear for themselves how services are provided.

To collect the views of service users (patients and residents) at the point of service delivery.

To collect the views of carers, family members and friends of service users.

To observe the nature and quality of services – observation involving all the senses

To collate evidence-based non-clinical findings.

To request written actions from the provider in response to our recommendations for inclusion in the final report.

To publish a report of any findings and recommendations, including observed good practice where noted, as well as points for improvement. This will be shared with the relevant providers, the Care Quality Commission, the relevant Local Authority or NHS commissioner and quality assurers, Healthwatch England and any other relevant partners. A copy will also be published on the Healthwatch website and printed copies will be available from the office on request.

To develop insights and recommendations across multiple sites or services to inform strategic decision making at local and national levels.

Where does Enter and View Apply?

Legislation allows ‘Enter and View’ activity to be undertaken with regard to the following organisations or persons:

NHS Trusts

NHS Foundation Trusts

Local Authorities

Primary medical, dental, ophthalmic and pharmacy services (e.g. GPs, dentists, opticians, pharmacists)

Bodies or institutions under contract with the NHS or a Local Authority to provide health or care services (e.g. social care homes and day-centres).

Exclusions – Where ‘Enter and View’ does not apply

The duty to allow entry does not apply in the following circumstances:

If the visit compromises either the effective provision of a service or the privacy or dignity of any person

If the premises where the care is being provided is a person’s own home (this does not mean that an authorised representative cannot enter when invited by residents – it just means that there is no duty to allow them to enter)

Where the premises or parts of premises are used solely as accommodation for employees

Non-communal parts of the premises

Where health and social care services are not provided at the premises (such as offices) or where they are not being provided at the time of the visit (for example when facilities and premises are closed)

If, in the opinion of the provider of the service being visited, the Authorised Representative, is not acting reasonably and proportionately in seeking to ‘Enter and View’ its premises

If the Authorised Representative does not provide evidence that he or she is authorised.

The duty does not apply to the observing of any activities that relate to the provision of social care services to children.

Who can carry out Enter and View?

Only Authorised Representatives of Healthwatch will undertake ‘Enter and View’ for the purpose of carrying out Healthwatch activities. Enter and View visits to be undertaken by a minimum of two Authorised Representatives.

Healthwatch will recruit volunteers as Enter and View Authorised Representatives (in-line with the Healthwatch Volunteering Policy). The specific role description sets out the qualities and abilities required for the Authorised Representatives, including DBS check.

Healthwatch will provide appropriate training for Authorised Representatives and ensure that they attend safeguarding training.

Healthwatch will make publicly on their websites a comprehensive an up to date list of all Authorised Representatives.

Authorised Representatives may occasionally take part in visits to health and care services and premises led, for example, by the Clinical Commissioning Group or the Care Quality Commission.

The Purpose of Enter and View

This part describes the arrangements for members of Healthwatch Enter and View Team to enter and view premises providing health and social care services for the purpose of observing services and service delivery. In conjunction with the purpose of the visit and its aims the team will:

Observe and assess the nature and quality of services

Obtain the views of people using those services

Validate evidence already collected

Gather information from staff, services users, family, friends and carers

Liaise with statutory organisations for example Care Quality Commission to ensure non-duplication of visits within the same time period.

Actions will be taken in response to any concerns that may arise as set out in the Escalation Policy.

Announced visits as part of the Healthwatch Work Plan

Before the visit, Healthwatch will provide written information to the service provider about the visit’s purpose and its approximate duration. The visit itself will have a standard structure to ensure:

Providers know the names of the Authorised Representatives involved.

Staff and service users whom the Authorised Representatives wish to interview are identified.

Providers know the activities the Authorised Representatives wish to observe.

Consideration is given as to whether or not it would be beneficial for staff members or service users to accompany the Authorised Representatives and visits be conducted accordingly.

Notice is given if any leaflets or other information about Healthwatch will be distributed during the visit.

Providers are informed that they will receive draft report of findings and recommendations prior to the final drafting and circulation of the final Enter and View report and will have a specified period in which to submit comments.

Providers are invited to submit written actions they will take in response to the draft report for inclusion in the final version.

Providers know that, where appropriate, draft findings will be shared with relevant parties including any whose information may have led to the visit.

Unannounced visits

Unannounced visits should not take place if any other approach could produce the information Healthwatch is seeking. Unannounced visits must be in response to a concern highlighted by the community, such as reports of dirty premises, statistics showing high infection rates or spot checks to review aspects of service delivery such as waiting times for clinic attendances.

The rationale for undertaking such a visit must be documented by Healthwatch, along with the reason for not addressing the situation in another way.

Where Healthwatch decides it is necessary to conduct an unannounced visit, they agree to provide the information above upon arrival.

Equal Opportunities

Healthwatch Kingston Upon Hull is committed to promoting equality of opportunity in employment, volunteering and the services it provides. We do not discriminate against users of our services, staff and volunteers (existing or potential) on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation (protected characteristics).

As an employer and provider of a service to the community, Healthwatch accepts the responsibility to promote equal opportunities and challenge discrimination wherever it occurs. This policy sets out the main consequences of this commitment and the action to be taken in order to achieve equal opportunities.

All ISAB members, staff and volunteers have a duty to act in accordance with this policy and to ensure that no other ISAB member, staff, volunteers or service users receives less favourable treatment than any other on the grounds of a protected characteristic.

Responsibility

The contracting body (Hull CVS) has overall responsibility for the effective operation of this policy. However, all employees, volunteers and service users have a duty as part of their involvement with Healthwatch to do everything they can to ensure that the policy works in practice.

Healthwatch will bring to the attention of all employees, job applicants, volunteers, volunteer applicants and service users the existence of this policy.

Positive Action

Healthwatch believes that passive support for equal opportunities is not enough and that positive steps shall be taken. Healthwatch is committed to:

Recognising and developing potential which has not been used before because of past discrimination and disadvantage.

Encouraging access and applications for staff and volunteer positions from under-represented groups.

Providing training and support for disadvantaged groups and individuals to fully participate in its work.

All activities and decisions made by Healthwatch will be assessed in terms of their impact on those with protected characteristics through an equality impact assessment, the aim being to ensure that decisions impact in a fair way. Where there is evidence that particular groups will be negatively affected by a decision, action will be taken to address this. Guidance on equality impact assessments is available from the Equalities and Human Rights Commission website.

Forms of Discrimination

Discrimination by or against an employee or volunteer is generally prohibited unless there is a specific legal exemption. Discrimination may be direct or indirect and it may occur intentionally or unintentionally.

Direct discrimination occurs where someone is treated less favourably because of one or more of the protected characteristics set out above.

Indirect discrimination occurs where someone is disadvantaged by an unjustified provision, criterion or practice that also puts other people with the same protected characteristic at a particular disadvantage. For example, a requirement to work full time puts women at a particular disadvantage because they generally have greater childcare commitments than men. Such a requirement will need to be objectively justified.

Harassment related to any of the protected characteristics is prohibited. Harassment is unwanted conduct that has the purpose or effect of violating someone’s dignity, or creating an intimidating, hostile, degrading, humiliating or offensive environment for them.

Victimisation is also prohibited. This is less favourable treatment of someone who has complained or given information about discrimination or harassment, or supported someone else’s complaint.

Use of Language

Staff, volunteers and service users will avoid and challenge the use of language which, in any way, belittles anyone with a protected characteristic. Where the language used has a personal impact on others, and it has been made clear to the person concerned that their use of such language is unwelcome and or offensive, disciplinary action may be taken if they persist with it.

Communications

All Healthwatch communications material will be made available on request, n alternative formats (e.g. other languages, Braille, easy-read versions and other formats).

Healthwatch staff and volunteers should not produce or distribute material to promote views which are offensive to people with a protected characteristic.

Disability and Access to Premises

If you are disabled or become disabled, we encourage you to tell us about your condition so that we can support you as appropriate.

If you experience difficulties at work or as a volunteer because of your disability, you may wish to contact the Healthwatch Delivery Manager , discuss any reasonable adjustments that would help overcome or minimise the difficulty. The Delivery Manager may wish to consult with you and your medical adviser(s) about possible adjustments. We will consider the matter carefully and try to accommodate your needs within reason. If we consider a particular adjustment would not be reasonable we will explain our reasons and try to find an alternative solution where possible.

We will monitor the physical features of our premises and premises we used for Healthwatch events / meetings to consider whether they place disabled staff, volunteers or service users at a substantial disadvantage compared to other staff, volunteers and service users. Where reasonable, we will take steps to improve access for disabled staff, volunteers and service users.

Recruitment and Selection

We aim to ensure that no job applicant or person applying for a volunteer role suffers discrimination because of any of the protected characteristics above. Our recruitment procedures are reviewed regularly to ensure that individuals are treated on the basis of their relevant merits and abilities. Job and volunteer selection criteria are regularly reviewed to ensure that they are relevant to the job or volunteer opportunity and are not disproportionate.

Job or volunteer role advertisements should avoid stereotyping or using wording that may discourage particular groups from applying. They should include an appropriate short policy statement on equal opportunities and a copy of this policy shall be sent on request to those who enquire about vacancies. Advertisements and application forms will make it clear that life experience as well as formal qualifications and work experience are equally as valid.

We take steps to ensure that our vacancies are advertised to the diverse population of Kingston Upon Hull and, where relevant, to particular groups that have been identified as disadvantaged or underrepresented in Healthwatch. Where appropriate, use may be made of lawful exemptions which should be set out in the advertisement.

Applicants should not be asked about health or disability before a job offer or volunteer role offer is made. There are limited exceptions for example:

Questions necessary to establish if an applicant can perform an intrinsic part of the job or volunteer role (subject to any reasonable adjustments).

Questions to establish if an applicant is fit to attend an assessment or any reasonable adjustments that may be needed at interview or assessment.

Positive action to recruit disabled persons.

Equal opportunities monitoring (which will be treated as confidential and will be clearly separated from all processes concerned with the decision-making process).

Applicants should not be asked about matters concerning age, race, religion or belief, sexual orientation, or gender reassignment.

We are required by law to ensure that all employees are entitled to work in the UK. Assumptions about immigration status should not be made based on appearance or apparent nationality. All prospective staff, regardless of nationality, must be able to produce original documents (such as a passport) before employment starts, to satisfy current immigration legislation. The list of acceptable documents is available from the UK Border Agency.

To ensure that this policy is operating effectively, and to identify groups that may be underrepresented or disadvantaged in Healthwatch, we monitor applicants’ protected characteristics as part of the recruitment procedure. Provision of this information is voluntary and it will not adversely affect an individual’s chances of recruitment as a staff member or volunteer. The information is removed from applications before shortlisting, and kept in an anonymous format solely for the purposes stated in this policy. Analysing this data helps us take appropriate steps to avoid discrimination and improve equality and diversity.

Training

Staff and volunteer training needs will be identified,through regular supervision sessions. All staff and volunteers will be given appropriate access,to training subject to available resources, to enable them to progress and develop within Healthwatch,and all promotion decisions will be made on the basis of merit.

Dealing With Complaints

If any service user, volunteer or employee feels that they have, or are been discriminated against, they are encouraged to raise the matter through either our:

Complaints Policy.

Disciplinary Policy (staff only) or;

Volunteer Problem Solving Policy.

Allegations regarding potential breaches of this policy will be taken seriously, treated in confidence and investigated in accordance with the relevant procedure. Staff and volunteers who make such allegations in good faith will not be victimised or treated less favourably as a result. False allegations which are found to have been of an unfounded nature or made maliciously will however, be dealt with under our Disciplinary Procedure (employees only) or Volunteer Problem Solving Policy (volunteers only). Any member of staff or volunteer who is found to have committed an act of discrimination or harassment will be subject to disciplinary action. Such behaviour may constitute gross misconduct and, as such, may result in summary dismissal. We take a strict approach to serious breaches of this policy.

Monitoring of Policy

The Healthwatch Delivery Manager will advise, inform and consult with staff, volunteers and service users in order to progress and improve equal opportunities within Healthwatch. The Delivery Manager will:

Monitor and report to the Healthwatch ISAB on equal opportunities progress, development and practice.

Ensure staff, service users’ and volunteers’ awareness and understanding of equal opportunities issues and practice via training and development.

ISAB Framework

What is Healthwatch?

The purpose of Healthwatch is to give patients and the wider public a powerful voice – ensuring that their views and experiences are heard by those who plan and deliver health and social care services, giving people a real say over how their local health and social care services are run. Healthwatch not only has the ability to influence how services are set up, commissioned and delivered, but it is also able to provide advice and information on health and social care services as well as signpost those wishing to make a complaint about their local NHS services.

Visions and Values

The Vision of Healthwatch is to be the independent champion for local residents, enabling them to improve health and social care.

Our Mission is to listen to local communities and use their views to challenge providers and commissioners of care to bring about improved services.

Our Objectives are to:

Seek out opportunities for service improvement.
Be recognised as the consumer champion.
Listen to the quieter voices.
Be a credible source for data collection.
Be accountable and hold commissioners and providers to account.
Be trusted and respected as a fair and professional organisation.

Our Strategy is to:

Build public awareness.
Obtain the views of the public.
Build relationships with providers and commissioners.
Challenge organisations to improve services.

Functions of Healthwatch

Statutory Functions of a Local Healthwatch

The legislation that has created Healthwatch can be summarised in to eight statutory activities:

Promoting and supporting the involvement of local people in the commissioning, the provision and scrutiny of local care services.
Enabling local people to monitor the standard of provision of local care services and whether and how local care services could and ought to be improved.
Obtaining the views of local people regarding their needs for, and experiences of, local care services and importantly to make these views known.
Making reports and recommendations about how local care services could or ought to be improved. These should be directed to commissioners and providers of care services, and people responsible for managing or scrutinising local care services and shared with Healthwatch England.
Providing advice and information about access to local care services so choices can be made about local care services.
Formulating views on the standard of provision and whether and how the local care services could and ought to be improved; and sharing these views with Healthwatch England.
Making recommendations to Healthwatch England to advise the Care Quality Commission to conduct special reviews or investigations (or, where the circumstances justify doing so, making such recommendations direct to the CQC); and to make recommendations to Healthwatch England to publish reports about particular issues.
Providing Healthwatch England with the intelligence and insight it needs to enable it to perform effectively.

Legal Powers of Local Healthwatch

Having been developed under the Health and Social Care Act 2012, local Healthwatch organisations have been granted a number of legal powers:

To gather people’s views on, and experiences of, the health and social care system.
To send trained representatives to ‘Enter and View’ local services to speak to patients and service users, and observe services being delivered.
To make reports and recommendations and to get a response from commissioners and service providers.
To have influence on local commissioning decisions through membership of the statutory Health and Wellbeing Board and involvement in preparing joint health and wellbeing strategies.
To alert Healthwatch England, or the CQC, where appropriate, to concerns about specific care providers, health or social care matters.

Other Local Healthwatch Regulations

Additional to the statutory activities, there a number of other requirements of a Local Healthwatch organisation:

To be an independent organisation.
To produce an Annual Report as per the guidance set by the Department of Health.
To apply for and hold a license to use the Healthwatch trademark.
Be applicable under the Freedom of Information Act.
To hold meetings in public.
To have a decision making procedure as per the local Healthwatch regulations.
For DBS checks for people undertaking Enter and View to be considered by the local Healthwatch, which should be subsequently satisfied that the individual is a suitable person for the purposes of Enter and View.
To publish and maintain a list of authorised representatives.
To not be set up as a political body or make political activities its main activity.
To have provision for the involvement of lay persons and volunteers in governance and activities.

Governance and Accountability

Contracting and Funding of Healthwatch

The Health and Social Care Act 2012 introduced Healthwatch from 1st April 2013. Each of the 152 upper tier local authority areas in England has its own local Healthwatch organisation (now 148 HWs after some merged). Funding for local Healthwatch was devolved from the Department of Health to each local authority who were then responsible for commissioning a provider to develop an independent Healthwatch organisation in their area. Following a tendering process, the local authority appointed Hull CVS/MNH to continue the delivery of Healthwatch locally.

Governance Model

Local Healthwatch across the country have adopted varying governance structures. Our framework has been developed from over seven years successful implementation and delivery of four local Healthwatch organisations within the Humber region. This experience has identified that the more complex the governance structure, often the more the nature, role and responsibilities of the board lack clarity. Our experience has also proven that, due to the contracting and accountability arrangements between Local Authority commissioners and the contracting body, a traditional Fiduciary Board structure only adds to a lack of clarity. It is for this reason therefore we have adopted a model of an Independent Strategic Advisory Body (ISAB). Such a model removes any complexities whilst at the same time provides an effective mechanism to access both external lay and professional wisdom and generate insights and ideas which can only come with distance from the day-to-day operations.

Accountability & Transparency

As holder of the contract from the Local Authority for the development and delivery of Healthwatch, Hull CVS/MNH will remain accountable for ensuring that Healthwatch is meeting its statutory and contractual requirements during the contract period. This will be governed by the Hull CVS/MNH Trustee Board who provides strategic leadership, promotes good governance and accountability on all contractual, legal and financial duties of Healthwatch. Overseeing the day to day operations of Healthwatch will be the responsibility of the Healthwatch Delivery Manager in conjunction with the Deputy Chief Officer of Hull CVS/MNH, however the ISAB will provide added independent lay insight and overview regarding delivery of the annual strategic workplan.

Delivery of the contract against the specified outcomes will be closely monitored by Hull CVS/MNH and the Local Authority Commissioner as part of the contract management process. The ISAB will be appraised of the contractual requirements so that their strategic input complements and supports these requirements, and enables them to offer effective consideration of delivery against the overarching strategic vision.