Family and Carers information
When a loved one is receiving specialist care, it is natural to have questions about their treatment, how care is delivered, and the ways in which you can stay involved and informed throughout their journey.
We recognise the important role that families, friends and carers can play in supporting recovery. Wherever appropriate, we want to work with you as a partner in care, while respecting your loved one's rights and wishes.
Your main contact
When someone you care about comes into our care, you will be given details of a named St Andrew's Healthcare contact.
This person can help you understand who is involved in your loved one's care, how to keep in touch and who to speak to if you have questions or concerns.
Our social work team also play an important role in working with families and carers, particularly around admission, care planning, discharge and transfer.
Keeping in touch
We understand how important regular contact can be.
Depending on the individual's care plan and circumstances, this may include:
- Visits
- Telephone calls
- Video calls
- Letters and parcels
Visiting arrangements vary between services and wards, particularly where there are security or safety requirements. Visits should be arranged with the ward team in advance.
Your named contact will explain the arrangements for the service where your relative or friend is staying.
Visiting
If you are visiting one of our hospitals, you will need to follow the local visiting arrangements.
For some services, this may include:
- Booking your visit in advance
- Providing photographic identification
- Being added to an approved visitors list
- Following security and searching procedures
- Restrictions on items that can be brought onto the ward
- Additional arrangements for children visiting
These measures help us keep patients, visitors, volunteers and staff safe.
Please speak to your named contact before your first visit so you know what to expect.
Being involved in care
Your knowledge and experience of the person you care about can be valuable to their care team.
Where the patient gives consent, we involve families and carers in areas such as:
- Sharing information about the person's needs and preferences
- Care planning
- Reviews and meetings
- Supporting recovery
- Planning for discharge
- Preparing for life in the community
There may be times when we cannot share information because of confidentiality or because the patient has not given permission. Your named contact can explain what information can be shared and how you can still provide information to the team.
Support for you
Looking after someone can affect your own wellbeing. We want to make sure families and carers have access to information, support and signposting.
Our Carers Centre provides support and information for families, friends and carers, including help to find services within your local community.
Contact the Carers Centre on 01604 616 829
You can also ask your local authority about a carer's assessment, which can help identify what support you may need.
If you have concerns
If you are worried about your loved one's care, there are several ways you can speak up to report your concerns.
The first step is often to speak to your Care Co-ordinator, social workers, named contact or another member of the care team.
Many concerns can be resolved quickly by talking to the team involved.
Carer Forums
Regular Carer Forums provide you with the opportunity to share your views, raise questions and discuss issues directly with members of the senior management team.
The forums have become a vital way for carers to influence positive change, contribute ideas and hear updates on developments across the organisation. Speak to your ward team for more information on how to get involved.
Contact PALS
If you would prefer to speak to someone independently of your immediate care team, our Patient Advice and Liaison Service (PALS) can provide advice, support and information.
Phone: 01604 616 829
Email: PALS&complaints@stah.org
Making a formal complaint
If you wish to make a formal complaint, you can contact PALS and the Complaints team.
We will listen to your concerns, investigate them fairly and explain the outcome to you.
You will be treated with respect throughout the process. Raising a complaint will not affect your right to receive care.
If you are making a complaint on behalf of someone else, we may need their consent before we can discuss confidential information about their care with you.
Phone: 01604 616 829
Email: PALS&complaints@stah.org
If you are unsure who to contact, our Patient Advice and Liaison Service (PALS) can provide advice, support and information.
