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Raise a Service Concern

Derbyshire CCGs Service Concerns Alert process 

Derbyshire Clinical Commissioning Groups have developed a new Service Concerns Alert process for managing quality & patient safety concerns, incidents and issues. This process has been developed as a response to national drivers, such as learning from the Francis Report and evidence based good practice.  It provides a single point of access to raise quality and patient safety issues and it will be used to identify areas/services that need to improve patient safety and experience.  It will also facilitate improved communication, identify themes and trends, and inform commissioning decisions.  

The process provides a route for GPs and other health service providers to report safety and quality concerns regarding care being delivered in a commissioned service into the Derbyshire CCGs. It also provides a feedback mechanism that will inform the reporter of the actions taken.  

The Service Concerns Alert process is not intended to replace the Derbyshire CCGs and/or providers’ complaints mechanism, nor is it for reporting clinical incidents. This process is in addition to, and separate from, the process for managing complaints and/or incidents.   

Patients are encouraged to follow the relevant service provider’s complaints (formal complaint) or Patient Advice and Liaison Service (PALS) process for individual complaints or concerns to enable the provider to address the individual issue.  

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

  • referral issues 

  • e-discharge information

  • poor discharges

  • 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.  

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 Patient Safety Team (James Barker - Senior Patient Safety Officer or Delores Williams - Patient Safety Officer – on  01246 514 042 or  0115 931 6202 or Mobile: 07826 951 915, or email: nderccg.patientsafety@nhs.net  

Related to 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. 

If your concern is relating to a patient of Chesterfield Royal Hospital NHS Foundation Trust (CRHFT), please follow the process below:

Please ensure the above are forwarded to: amanda.marsh1@nhs.net and ctaylor45@nhs.net

If your concern is relating to a patient of University Hospitals of Derby and Burton NHS Foundation Trust (UHDB), follow the process below:

Please ensure the above are forwarded to: dhft.contactpals@nhs.net 

If your concern is relating to a patient of Derbyshire Healthcare Foundation Trust (DHcFT) please follow the process below:

Please ensure the above are forwarded to: dhcft.patientexperience@nhs.net

If your concern is relating to a patient of Derbyshire Community Health Service (DCHS) please follow the process below:

Please ensure the above are forwarded to: adelle.celements@nhs.net

If your concern is relating to a patient of East Midland Ambulance Service (EMAS), please follow the process below:

Please ensure the above are forwarded to: emas.pals@nhs.net 

If your concern is relating to a patient of Derbyshire Health United Health Care (DHU) please follow the process below:

Please ensure the above is forwarded to: DHUL.ClinicalGovernance@nhs.net  

If the feedback is concerning the 111 service please use the NHS 111 Professional Feedback form.

This should be sent to: Feedback111.Derbyshire@nhs.net 

If your concern is relating to a patient of a Primary Care Provider you should contact the GP practice concerned.  

If you raise 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 – without patient identifiable information – for the CCG to address with the provider concerned.

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. 

General concern about service provision 

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 CCGs Service Concern Alert form to the CCG Service Concerns Alert in box - sderccg.serviceconcerns@nhs.net

Please note that no patient identifiable information should be provided when completing the form. Derbyshire CCGs 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

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.