Local Healthwatch Service and Independent Complaints Advocacy (NHS Services)

Local Healthwatch is an organisation giving a stronger voice to people in influencing the health and wellbeing agenda and local service provision; providing signposting, supporting individuals with information and advice about access to services and NHS complaints advocacy. Local Healthwatch has to be provided at all times by an organisation that is a social enterprise.

The Vision for the Dorset Local Healthwatch is to be the “voice of the people” coordinating and bringing people’s views and experiences to improve health and social care and to be:

• A well led, high quality organisation that is effectively managed and

organised with clear and transparent priorities.

• Well known, independent, trusted and accessible to everyone.
• Operating seamlessly across the two areas.
• Influential and respected by decision makers and service providers.

The Independent Complaints Advocacy Service (NHS Services) will ensure that independent advocacy skills are used to provide practical support and direction to people to assist them finding a resolution to their complaint about NHS services in the local authority areas of Bournemouth, Christchurch and Poole Council and Dorset Council. The service must be fully compliant with all relevant regulations of the Health and Social Care Act 2012.

The service provider for this contract needs to have at least two years’ experience of the provision of advocacy including experience of working with children and young people, people with mental health problems, learning disabilities, challenging behaviours, sensory disabilities, little or no English, differing cultural backgrounds, bereavement issues and those in distress. It is recognised that many advocacy groups do not work with both adults and children and young people and therefore would welcome a consortium or other types of multi-agency bid, as well as bids from single organisations with the relevant experience.