Listening to people's experiences of using NHS continuing healthcare
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Healthwatch Enfield decided to research people’s experience of NHS continuing healthcare funding. They spoke to 28 individuals.
Individuals and their family members/carers raised a number of concerns around the assessment process and delivery of Continuing Healthcare:
They described their experiences as ‘difficult’, ‘stressful’, ‘long winded’, ‘humiliating’ and ‘upsetting’. Individuals felt they did not feel included in the process of assessing their care. They did not understand why a decision had been made, especially when reductions or withdrawal of payment occurs.
It was clear that the role of the family member/carer, where service users could e not speak for themselves, did not appear to be recognised or respected and they were not necessarily being involved. This is despite the operational policy recognising the need for advocacy.
In addition, in reviewing some of the paperwork being issued to recipients, these were long, confusing and unclear, re-enforcing the concern regarding a lack of effective communication.
The report contains three recommendations.