Advocacy Information & Advice—Advocacy
Advocacy is about having a voice in the kind of service you receive. It is about getting the right information and support to be able to make choices about your treatment. It is about being listened to and taking control of your situation.
All Advocacy is about empowerment. It is about people speaking up for themselves and their rights, making their views heard and gaining control over their lives.
There are two kinds of Advocacy for users of mental health services in locally, both provided by the Cambridgeshire Independent Advocacy Service (CIAS) (see below):
- Group Advocacy: where users of mental health services and social services come together in groups to discuss the services to say what is good and not so good about them. These comments will be passed on to service managers so that the services can be improved. Group Advocacy is a way of involving people more effectively in the services they receive and giving them the power to change things where necessary.
- Formal Advocacy: a form of independent one to one advocacy that aims to protect an individual’s right through providing information, assistance and representation. Individuals using mental health services either in the hospital or the community can get the support of an advocate to enable them and support them in trying to obtain the services they want and assert their rights. The advocate deals with a broad range of issues, mental health rights, appeals and tribunals, present and future care and treatment, medication, access to medical records, housing rights, financial difficulties, welfare benefits, contacting solicitors and assistance with forms and letters. Advocates are either paid workers or trained volunteers. A mental health advocate is independent of the mental health system and will represent a service user’s interests if requested. Those interests are defined by the service user.
There are several things you can do if you have a complaint against a Mental Health Service or Health Professional. The main services have their own complaints procedures.
If you have a complaint about services provided by the Cambridgeshire and Peterborough Mental Health Partnership NHS Trust you may firstly want to discuss it with the Charge Nurse or service manager. If you would like information about making a complaint about NHS services you can contact the Patient Advice and Liaison Service in any NHS Trust. For independent help and advice to make a complaint you could contact The Cambridgeshire Independent Advocacy Service, the Community Health Council or Citizens Advice Bureau (telephone numbers are listed in this section).
To make a formal complaint to the Trust contact:
The Complaints Co-ordinator
Cambridgeshire and Peterborough Mental Health Partnership NHS Trust
Kingfisher House
Kingfisher Way
Hinchingbrooke Business Park
Huntingdon
PE29 6FH
Tel: 01480 398631
Fax: 01480 398501
You do not need to do these things in order; follow whichever procedure you feel most comfortable with. Patients who are detained under the Mental Health Act 1983 can complain to the Mental Health Act Commissioners, Tel: 0115 9437100.
All family practitioners (GPs, dentists, pharmacists and opticians) must investigate patient complaints according to the NHS complaints procedure. If you have a complaint you can approach the practice directly or contact the Customer Services at the Health Authority for impartial advice and information.
Social Services Complaints and Representation Procedure
If you have a complaint/suggestion/comment about the Social Services Department, you should contact the person who actually provides the service (you can find out who that is from the Freephone Charterline 0800 243916). If you are not satisfied you can write to the manager of the service concerned or send your complaint to:
Complaints Manager
Communications & Customer Relations Manager
Castle Court
Shire Hall
Cambridge
CB3 0AP
Tel: 01223 717182
You may also write to:
Director of Social Services
Castle Court
Shire Hall
Cambridge
CB3 0AP
Chief Executive
Cambridgeshire County Council
Shire Hall
Cambridge
CB3 0AP
If you write to them they will respond within ten working days. If you are still not satisfied after they have replied, you have the right to proceed to the next stage to make your complaint formal. You can write to the Complaints Manager (address and telephone number above) telling her why you are not satisfied with the response to your complaint and what you would like them to investigate. If you are not satisfied following this (the investigation stage) you can proceed to stage three which is an independent review of your complaint. If you are still unhappy you can contact the local Government Ombudsman:
Mr.Jerry White
Local Government Ombudsman
The Oaks
2 Westwood Way
Westwood Business Park
Coventry
CV4 8JB
Tel: 024 7669 5999
Fax: 024 7669 5902
The ombudsman will not usually consider your complaint until you have used all three stages of the Social Services Complaints Procedure. If you have an enquiry about the Local Government Ombudsman’s service you can telephone their Advice line on 0845 602 1983.
PALS Complaints Service
Cambridgeshire and Peterborough Mental Health Partnership NHS Trust
Elizabeth House
Fulbourn Hospital
Fulbourn
Cambridge
CB21 5EF.
Tel (free phone): 0800 3760775
Email: pals@cambsmh.nhs.uk
A confidential voicemail service is available if a member of the PALS team is unable to take your call immediately.
When you use mental healthservices or care for someone who does, you may sometimes need help, information or support. PALS is a confidential Trust service that listens to your concerns and queries and helps sort out problems quickly on your behalf. They can also give you information about mental health services and the NHS, including how to make a complaint and where to get support to do this. If you would like to talk to someone from the PALS team, please contact them as above or write to the Patient Experience Manager at Elizabeth House.
Patient Experience Tracker
The Trust is planning to introduce electronic feedback handsets so that service users and carers can share their views about their experiences of services as they happen. The handsets will initially be introduced in twenty sites across the Trust.
POhWER ICAS (Cambridgeshire, Norfolk and Suffolk)
Unit 26A, E Space North
181 Wisbech Road
Littleport
Ely
CB6 1RA
Helpline: 0845 456 1084
Email: pohwericas@pohwericas.net
Website: www.pohwer.net
ICAS stands for Independent Complaints Advocacy Service. They can help you to make a complaint against the NHS
Complaints about GPs, Dentists, Pharmacists and Opticians
All family practitioners (GPs, dentists, pharmacists and opticians) must investigate patient complaints according to the NHS complaints procedures. If you have a complaint, you can approach the practice directly or you can contact the Customer Services Department for impartial advice and information.
Customer Services/ Complaints Manager
Anglia Support Partnership
18 Vinery Road
Cambridge
CB1 3DX
Telephone/Fax: 01223 477760
Email: karina.plough@asp.nhs.uk
Website: www.cambridgeshire.nhs.uk
The Customer Services Department can also provide a trained mediator to help you resolve the complaint if you or the practitioner feel that this would help. The Cambridgeshire Independent Advocacy Service can help you make your complaint.
The Disability Discrimination Act 1995
This Act gives disabled people (including people with mental health problems) new rights in the areas of employment, buying goods and services and buying or renting property. It also enables the Government to set minimum standards for accessible transport (for example, ensuring that all licensed taxis are accessible) and requires schools, colleges and education authorities to provide information about facilities for disabled students.
The Act falls short of the full civil rights legislation for disabled people that campaigning groups have called for, but does go some way towards tackling discrimination. The Disability Rights Commission will help people gain redress if they believe they have been discriminated against. For information on this contact the Disability Rights Commission Contact Centre, Telephone: 08457 622633.
It is against the law for employers of more than 15 people to discriminate against a person because of their disability. Service providers such as shops and restaurants must offer equal treatment to all, as must people selling or letting property.
Local Contacts
Age Concern Mental Health Advocacy Service
Suite L12,
South Fen Business Park
Fenton Way,
Chatteris,Cambs
PE16 6TT
Tel: 01354 696541
Email: advocacy@accambs.org
Age Concern Cambridgeshire provides a free professional casework Advocacy Service for people over sixty five with mental health needs. The service also extends to those with young onset dementia. Issues covered by advocacy are many and varied, and are led by the needs of the individual. Age Concern Advocates are independent of the statutory services and referrals can be made by anyone. This Advocacy Service would also like to hear from anyone who is interested in becoming a volunteer advocate. Please phone the above number.
Cambridgeshire Independent Advocacy Service (CIAS)
PO Box 322
Patients' Resource Centre
Fulbourn Hospital
Cambridge
CB21 5EF
Tel: 01223 218500
Email: enquiries@cias.org.uk
CIAS provides information, assistance and representation in all areas of your life where you are experiencing trouble getting your views heard. The support that they give is not limited to matters of accessing or complaining about mental or physical health services: amongst other things, They help with issues concerning housing, benefits, family, divorce and separation, social services and child care proceedings, debt and finance, civil and criminal cases, and employment. Their mental health advocates can offer you a free, independent and confidential service, if you are between the ages of 18 and 65 and have a mental health issue. Clients are supported to speak up for or defend their rights, both as individuals and as a group. They operate a client-led service, which means that you determine not only what your priorities are, but also how much involvement you feel that you need from us. CIAS also facilitates group advocacy, which includes service-user meetings in the hospital and community, ensuring that service-users get their collective views across to providers of mental-health and other services. Please leave a message if you call and get the answering-machine, together with your name and number, and an advocate will return your call as soon as possible. Except in urgent cases, a weekly meeting takes place at which we allocate an advocate who will start looking at your issues with you and help you decide what action is to be taken.
Citizens Advice Bureaux
They offer free, independent, confidential help and advice on many subjects, including family and personal problems, debts, consumer queries, employment law, benefits, housing and landlord/tenant disputes. Help with form filling and letter writing. County Court representation (for debt) and advice on Social Security Appeal Tribunals, Medical Appeal Tribunals, and Industrial Tribunals.
Cambridge Citizens Advice Bureau
72/74 Newmarket Road
Cambridge
CB5 8DZ
Tel: 01223 222660
Advice Line: 0844 848 7979
Website: www.cambridgecab.org.uk (e-mails can be sent from a link on this website)
As well as the usual range of free, independent and impartial advice on your rights, the Bureau also employs a Specialist Mental Health Worker (Monday- Wednesday) who can help with money advice, benefits and other issues. She makes weekly visits to Fulbourn Hospital (Wednesday 1.00pm – 4.00pm). Bureau opening hours: Monday- Friday 9:30am – 1.00pm drop in and 1.00pm - 4.00pm appointments.
Also at the following places and times:
- Addenbrooke’s Hospital, off the Concourse. Tel: 01223 217397. Open Monday, Wednesday and Thursday 10.00am – 4.00pm.
- John Huntingdon House, Tannery Road, Sawston. Open Friday 9.30am -12.30pm.
- The Doctor’s Surgery, 1a Pepys Way, Girton, Cambridge. Tel: 01223 222674. Open Monday 1- 3pm.
Ely and District Citizens Advice Bureau
70 Market Street
Ely
CB7 4LS
Tel: 0845 1306442
Website: www.elycab.org.uk
Open Monday, Wednesday and Thursday 9.15am - 1.30pm; Tuesday and Friday by appointment only. We can also take enquiries by telephone between 9.15am - 1.30pm from Monday to Thursday.
Newmarket Citizens Advice Bureau
Foley Gate
Wellington Street,
Newmarket
CB8 0HY
Tel: 01638 66599
Email: mac@cab-newmarket.co.uk
Open Monday, Tuesday and Thursday 9.30am - 2.30pm, no appointment necessary.
Cambridge Law Centre
41 Mill Road
Cambridge
CB1 2AW
Tel: 01223 712222
Email: clc@afl.org.uk
Website: www.afl.org.uk
Free, confidential advice on welfare benefits, debt, employment, housing and immigration. Open for people to drop in Monday to Thursday, 10.00am - 12.30pm. Home visits can be arranged for people who are housebound. You can ring or write to arrange appointments or home visits.
Disability Cambridgeshire
1 Orwell Furlong,
Cowley Road
Cambridge
CB4 0WY
Tel: 01223 569600 (Advice line)
Email: info@disability-cambridgeshire.org.uk
Website:www.disabilitycambridgeshire.org.uk
The Advice Line is open Monday to Friday, 10.00am - 12.30pm and 1.30pm - 4.00pm. Disability Cambridgeshire is affiliated to DIAL UK. It offers advice and information to disabled people and carers on all matters relating to disability issues including benefits, employment, the Disability Discrimination Act and social care. We can help with initial benefit applications (particularly those for disability living allowance) and are able to support and represent clients wanting to contest unfavourable Benefits Agency decisions. Drop in service Addenbrookes Hospital Advice Centre Tuesday and Friday, 1.00 - 3.00pm. Drop in, but appointments can be arranged.
Essex Coalition of Disabled People
CambsDPSS
Ivan Peck House
1 Russell Way
Widford Industrial Estate
Chelmsford
CM1 3AA
Tel: 01245 392328
Textphone: 01245 392302
Email: cambsdpss@ecdp.org.uk
Website: www.ecdp.org.uk
They are an Advocacy, training and Direct Payment consultancy and provider. Contact can be made by Contacting ECDP and, or Cambs DPSS as shown above. ECDP are contracted in Cambridgeshire to provide Direct Payment Support Services for people who wish to use Direct Payments and are eligible to do so. We have a team of three Independent Living Advisors who assist in the provision of support services.
Lifecraft Mental Health Information Centre
The Bath House
Gwydir Street
Cambridge
CB1 2LW
Tel: 01223 566957 (1.00 – 4.00pm)
Lifeline: 0808 808 2121 (FREEPHONE 7.00 – 11.00pm)
Email: info@lifecraft.org.uk
Website: www.lifecraft.org.uk
Lifecraft’s Information Centre is open from 1pm to 4pm Monday to Friday. You can call in person or phone to get information on all aspects of mental health, from specific illnesses and treatments to details of local resources, including self-help groups. Our trained staff also provide support and can help you to contact other agencies. Our telephone helpline, Lifeline is open from 7.00pm - 11.00pm 365 days a year and provides support and information.
Mind
PO Box 277
Manchester
M60 3XN
Tel: 0845 766 0163
Email: info@mind.org.uk
Website: www.mind.org.uk
Mind is the leading mental health charity in England and Wales. They work to create a better life for everyone with experience of mental distress by:
- advancing the views, needs and ambitions of people with mental health problems
- challenging discrimination and promoting inclusion
- influencing policy through campaigning and education
- inspiring the development of quality services which reflect expressed need and diversity
- achieving equal rights through campaigning and education.
Mind produces a wide range of publications, including factsheets, the award winning "Understanding..." booklets, covering anxiety, depression, schizophrenia and other mental health problems, and a "How to..." series promoting ways of coping and strategies for living. Over 100 Mind publications are available in full on the website. They also publish Openmind, the national mental health magazine, while an extensive programme of conferences and seminars, open and in-house training is organised every year. Deaf or speech impaired enquirers can use the same phone number (if you are using BT Textdirect add the prefix 18001). Mind is open Monday to Friday, 9.15am to 5.15pm. Phone calls from the UK are charged at local rates.
NHS Direct
Telephone: 0845 46 47
Website: www.nhsdirect.nhs.uk
NHS Direct is a 24-hour confidential healthcare advice and information helpline and an authoritative health website. You can speak directly, and in confidence, to experienced nurses and professional advisors about any health problem or enquiry. Using their skills and experience, together with a comprehensive computer system, NHS Direct can provide you with advice on what to do next.
If you need general information about local health services or more in-depth information about a particular health condition that may be worrying you or a family member, NHS Direct staff can get you the help and information you need quickly. Calls to NHS Direct cost a maximum of five pence per minute from a BT landline. The cost of calls from mobiles and other networks may vary. For patients’ safety all calls are recorded. For those whose preferred language is not English, there is the choice of a confidential translation service. The emergency dental helpline previously listed is now closed- all calls to go through NHS Direct.
Links
MIND: Advocacy
www.mind.org.uk
The Mental Health Shop
www.mentalhealthshop.org/rights_and_laws
Rethink: Rights and law
www.rethink.org/
The Mental Health Alliance
www.mentalhealthalliance.org.uk
Sainsbury Centre for Mental Health
www.scmh.org.uk
Your Rights
www.yourrights.org.uk
National Contacts
United Kingdom Advocacy Network (UKAN)
14-18 West Bar Green
Sheffield
S1 2DA
Tel/fax: 0114 272 8171
Email: office@u-kan.co.uk
Website: www.u-kan.co.uk
This is service-user-run network of advocacy groups in the UK. It provides information and support for local groups and campaigns for improvements to mental health services. They also support Patients Councils and User Forums.
