Quality assurance visit: continuing care
Summary
The NHS continuing healthcare (NHS CHC) is a package of care arranged and funded solely by the health service in England for a person aged 18 or over to meet physical or mental health needs that have arisen because of disability, accident or illness. We consulted with 8 users on the phone, who were contacted with prior permission.
Nobody told me my entitlement, I have to look after myself
Findings
- All users felt involved with discussions around their care particularly at the start of their care.
- Most users had their treatment explained to them by staff both verbally and in writing.
- All users explained how excellent and fast the referral process was.
- All users have an excellent relationship with staff. Users felt staff cared about them and their treatment.
Recommendations
Users felt that the management team was excellent at all times yet that did not always apply to staff. Users felt that the issues are due to irregular agency staff, for example with treatment plans and the overall process not being clearly explained. They would appreciate it if staff (permanent or agency) were more regular to help build rapport and make users feel more comfortable.
They have been excellent, I am overwhelmed by the support I received…they have been so good!
