South West London CCG Annual Report and Accounts 2020/21

reviewers, managers of services and practitioners, family/carers representative and advocates, health representative for example, GPs, psychiatrist in learning disabilities services, Child Death Overview Panel members, patient representatives. We have been commended for our performance in the LeDeR reviews by NHS England. How to report a safeguarding concern Safeguarding concerns can be raised with the relevant local authority safeguarding team 24 hours a day, seven days a week by any person who feels they are being abused as well as relatives, teachers, friends, carers, neighbours, members of the public, health and social care staff or any person who has any concerns. In an emergency always call 999. Safeguarding contact details for Croydon, Kingston, Merton, Richmond, Sutton and Wandsworth are available on our website at www.swlondonccg.nhs.uk/about/ governance/safeguarding. Continuing Healthcare From April 2020, NHS South West London CCG took a single approach to the oversight of Continuing Healthcare (CHC) as part of the Moving Forward Together programme. This has included: • The development and recruitment to a central support team who bring together the borough teams data and information to enable reporting as NHS South West London CCG. • Development of work around contracts to ensure compliance, quality and standardisation. • Developing a set of principles for CHC in South West London, allowing a South West London approach with local delivery mechanisms. As a result of the Covid-19 pandemic, CHC has been suspended twice during the year which led to teams dealing with uncertainty and delays and a backlog of assessments, which has provided some unique challenges for the local and central teams. To address this, we have utilised additional staff to assess the backlog of patients, used a trusted assessor model and worked with local authorities to agree the cases in a timely manner. PALS and complaints As part of our commitment to continually improve the quality of local health services we value all feedback we receive, either as a compliment or a complaint. This information is used to help us manage our performance and highlight any areas where we could make improvements. All complaints received are responded to individually via our complaints process. To make sure that complaints are reviewed and monitored at the highest level our Accountable Officer reviews all responses to complaints and our Quality Committee Annual Report and Accounts 2020/21 | 99