What is your role and how do you help the public?
“My role is to help people get an answer to their complaint about an NHS service."
This can be done one of two ways;
- Either by giving them the tools to pursue their complaint alone through a self-help pack
- Or by assisting them through the process.
"I also provide a vital service in helping people with their health care funding assessment appeals."
“It is important to note that independent means exactly that -Healthwatch are not funded by the NHS therefore have no bias to the organisation, and all our services are completely free."
What does the average service user hope to achieve with your help?
“Quite simply, an understanding and explanation of what happened.”
“My work is not about monetary compensation but finding out answers to why an incident happened in the first place and hopefully ensuring it does not happen again.”
How many people have you helped this financial year?
“This year has been a low year because of the added complications of COVID. However, since April I have had 33 requests for advocacy each of which have received a self-help pack, and carried over 32 cases from the previous financial year.”
“Some of our cases are quite complex and cannot be resolved in a short time scale.”
“If the service user is not happy with the response they receive from the NHS Organisation, I can support the client to escalate their complaint to the Parliamentary Health Service Ombudsman.”
What do you find most rewarding about your role?
“The opportunity to make a difference, empower people, and help them work through complaints which can at times be very emotionally charged.”
What advice would you give to anyone considering the service?
“Everyone who lives in Swindon has a right to use the service, and I am here to help.”
If you would like to contact Jim to discuss a complaint or assistance with a health care funding assessment appeal, you can contact him in the following ways;
01793 497 777