1. Healthy Voices: Real Rights VoiceAbility’s NHS Complaints Advocacy Service

2. Overview VoiceAbility’s NHS complaints advocacy service makes improvements to its predecessor VoiceAbility’s Hallmarks in providing the service The difference for our beneficiaries and other NHS complaints advocacy service stakeholders

3. from Locally commissioned Locally provided Locally networked Embedded in local community Advocacy award winning provider

5. Hallmarks of VoiceAbility’s NHSCA 1.Engaged 2.Productive 3.Customer focused 4.Outcome oriented 5.Evidence based

6. 1. Engaged People need to know about our service and what it offers We reach out to people who otherwise will find it hardest to get to know about the service We are locally engaged as well as bringing the learning and best practice from working nationally

7. 2. Productive Focused on the issues that matter and are clear about which they are Empowerment model – just enough support to enable people to take as much control as possible Lowest necessary level response Clear casework progression based on the advocacy cycle: identify, research, plan, act, evaluate, close Effective use of technology and systems

9. 3. Customer focused Making our materials, website, approach and behaviours accessible and easy and good for people to use Encouraging and learning from feedback Responding in the way we would like to be responded to From our response times to the design of the service …..and our attitude throughout

11. 4. Outcome Oriented Identifying clearly the change the person wants to achieve Evaluating the changes: for the person; to the situation; policy changes that matter Achieving clear valuable outcomes for individuals and impact for the benefit of everyone

12. 5. Evidence based Evidence based – using information effectively to identify good and concerning practice of NHS service providers To inform and leverage improvements above and beyond the individuals who use our service

14. www.nhscomplaintsadvocacy.org nhscomplaints@voiceability.org Helpline 0300 330 5454

15. The Advocacy Journey Frontline advocacy through the helpline Remote advocacy Higher level of support such as face to face for people who need it to include letter writing and support at meetings or help with HSO applications. For example people with communication problems, mental health issues or disabilities

16. How to access NHS Complaints Advocacy Self referralOther providers: NHS providers, voluntary sector.Helpline, email, website, text, letter.

17. Who we link in with NHS Complaints Advocacy VoiceAbility NHS providers Support Medico legal Big Word Local Healthwatch Our Local Authority Commissioners People we signpost to.