CAB takes on new NHS role in advising patients and carers

PRESS RELEASE

Lanarkshire’s Citizens Advice Bureaux will today  assume a major new role in providing independent health-related advice to the public - including support for patients and carers with concerns about the NHS service they have received.

NHS Lanarkshire is the first health board in Scotland to launch the new independent advice and support service, delivered by the local CAB network.

The move adds a new dimension to CAB work that will allow bureaux to expand on the general advice and information service that many offer in healthcare settings.  The bureaux in Lanarkshire already provide outreach advice to people affected by cancer

Scotland’s 76 frontline bureaux traditionally offer free, impartial advice to the public on anything from personal debt and employment rights, to housing and welfare benefits.  The new NHS tie-up will see participating bureaux in each health board area form consortia to deliver this additional new role.

People concerned or dissatisfied with the service they or their families have received from the NHS – including GPs, hospitals and even NHS-funded private healthcare – will be able to go to their local CAB for advice and information.

“Bureaux won’t adjudicate in any concerns or complaints brought forward,” emphasised Eileen McKenna, manager of Airdrie CAB. “But they will guide people through the process and help them engage with the system on level terms. “A trained CAB worker will, advise on what options are available to redress the situation, and will represent and support clients where necessary.

“Bureaux already advise people on what their rights and responsibilities are and how they can best pursue them in areas such as employment and benefits, and represent them at tribunals.  So as a service we have a lot of experience in helping ordinary people navigate often complex systems.”

Bureaux will also help people to cope with the disruption and uncertainty that illness or injury can cause, she added. “People often do need advice on issues such as sickness and disability benefits, what their employment rights are and how to manage debts and mortgages if they are no longer working.

“Because CAB works across the whole picture, we can make that vital link between different problems, lifting that burden from hard-pressed health professionals.”

A recent survey by independent opinion pollsters MORI found that 97 per cent of CAB clients contacted praised the service for the advice and support it offered, its up-to-date information; the professionalism of its staff, and for helping people to get fair treatment.

NHS Lanarkshire chairman Ken Corsar said: “This new service is a valuable addition to the support already available to members of the public who wish to raise concerns about health services in Lanarkshire.

“NHS Lanarkshire has designated staff to help patients and family members who wish to raise issues directly with us. But we recognise that there are times when they may prefer or find it more convenient to speak to someone outside the NHS.

“We are committed to making it as easy as possible for members of the public to have their concerns addressed.  This new service from the Citizens Advice Bureaux shows we are at the forefront in Lanarkshire by offering the first independent service of its kind in Scotland.”

1. Eight Lanarkshire CAB offices will be involved in running the new Independent Advice and Support Service – these are based in Airdrie, Bellshill Clydesdale, Coatbridge, Cumbernauld, East Kilbride, Hamilton and Motherwell & Wishaw.
2. Each CAB is an independent charity, run by a committee of local people, and responsible for raising its own funding.
3. 85 per cent of CAB workers are trained volunteers – if you’d like to help your local community for just a few hours each week, contact your local bureau manager, or volunteer through the CAS website – www.cas.org.uk
4. CAB advice services aim to be freely available and accessible to everyone in the community.
5. Consumer debt is now the single biggest issue that CABx deal with.  Last year, the 76 CABx in Scotland dealt with debt totalling £157m.
6. Images and logos of the CAB service are available from the CAS press and communications officer (see contact above).
7. Online advice is available from Adviceguide (www.adviceguide.org.uk), the CAB Service’s basic question-and-answer advice service.