SERVICE CONCERNS ALERT PROCESS - Updated 01 April 2021
Following a review on 01 April 2021, we have extended the pausing of an integral part of NHS Derby and Derbyshire CCGs Service Concerns process, The reason for this is that many of our CCG colleagues continue to be redeployed in order to support the national Covid 19 vaccination programme.
What this means
- The NHS Derby and Derbyshire CCG Service Concerns Email Inbox (firstname.lastname@example.org) will continue to be monitored as usual.
- Submissions which meet the criteria for the NHS Derby and Derbyshire CCG Service Concerns process will be acknowledged and logged as usual but, with the exception of those raising a safeguarding issue, will not be processed further until the full service resumes.
- Submissions which fall outside the scope of the NHS Derby and Derbyshire CCG Service Concerns process will be returned to the originator with instructions as to where the concern should be directed.
This change will be in effect for a further period of 2 months and will be subject to review on 01 June 2021.
This information relates solely to the NHS Derby and Derbyshire CCG Service Concerns process. Provider to provider concerns and those relating to the care of an individual patient (i.e. to the providers listed in the table below) should continue to be sent as usual, using the form indicated for each provider and sent directly to the appropriate email address indicated for that provider.
Urgent patient safety issues/Serious incidents should continue to be referred to the CCGs Patient Safety Team as normal.
I AM A PATIENT WANTING TO RAISE A CONCERN
Patients are encouraged to follow the relevant service provider’s complaints process. Follow the link to find out how to make a complaint here.
I AM A HEALTH PROFESSIONAL WANTING TO RAISE A SERVICE CONCERN
How and when to raise a service concerns alert
Concerns, incidents or issues related to Quality and/or Patient Safety could be:
inappropriate patient pathways
dispensing errors, delays to patient treatment
communication and information governance
breach of NHS Standard contract
This list is not exhaustive and further advice on what to report can be sought from the Clinical Quality Team please call 01332 868911.
To report concerns that GP Practices/other healthcare providers have about locally commissioned health services it should first be considered whether the concern is:
urgent patient safety issue/serious incident
related to a specific patient or
general concern about service provision
medicines management issue
Urgent Patient Safety issue/Serious Incident
Telephone the CCG’s Patient Safety Team (James Barker - Senior Patient Safety Officer or Sharon Baker Patient Safety Officer – on 01332 868911 or Mobile: 07826 951 915, or email DDCCG.PatientSafety@nhs.net
Concerns relating to a specific patient
If the concern is related to a specific patient the relevant provider Service Concern Alert form should be forwarded to the service provider. This allows for the provider to investigate using any patient details you can provide.
Concerns raised directly with providers and the actions taken will form part of the regular reporting and Quality Assurance meetings the CCG has with each of its providers.
If you have raised a concern with a service provider directly and do not receive a timely response/you are unhappy with the response then you may wish to inform the CCG of the concern and response received. Please remove any patient identifiable information before sharing with the CCG. A member of the Clinical Quality Team will then address with the provider concerned.
General Concerns About Service Provision or Commissioning Concerns
If your Service concern is more general - for example you have noticed a theme such as poor quality discharge information or have a general concern such as a provider not fulfilling contractual obligations then please complete the CCG's Service Concern Alert form to the CCG Service Concerns Alert inbox - DDCCG.ServiceConcerns@nhs.net *Please do not include any patient identifiable information when completing the form.
The Derby and Derbyshire CCG will keep all information on this form secure and confidential and will only share with the respective provider(s) or commissioner(s) the description of the concern to improve services. You will be updated on the progress of your concern in line with the Service Concerns Alert process.
Medicines Management issue
If your Service concern relates to a medicines management issue within a care home or social care setting then please complete the Medicines Management in Care Homes and Social Care concerns form to the CCG Meds Man Alert inbox email@example.com. *Please do not include any patient identifiable information when completing the form.
Chesterfield Royal Hospital & Derby Teaching Hospital have set up a facility to provide GPs with a means of highlighting problems that have occurred with the prescribing or supply of medicines at discharge from hospital. This facility can also be used to report on inappropriate prescribing requests made to primary care clinicians. These prescribing concerns can be submitted by GP practices directly to the relevant hospital via their prescribing concerns portal – links to these portals can be found on the Derbyshire Medicines Management website
If your concern relates to Chesterfield Royal Hospital click here
If your concern relates to Derby Teaching Hospitals click here
If you have received an inappropriate prescribing request from another Trust click here to report. See also the out of area guidance.