Core Care Principles
The following Core Care Principles apply to everyone who uses services at our Trust:
- Communication - we will communicate well with everyone
- Compliments and Complaints - you can tell us what you think about services
- Dignity - we will treat you with dignity, respect and compassion
- Environment - we will provide care and support in a place that's safe
- Equality - we will respect your rights, and make sure you can access our services
- Individual - you will be at the centre of your care and support
- Information - we will keep information safe and share it when needed, and you will have the right information at the right time
- Partnership - we will work together with other organisations
- Quality - we will provide good quality services
- Recovery and Wellbeing - we will try to help people be as well as they can be
- Safeguarding - we will safeguard children and vulnerable adults
- Staff - we will employ staff who know what they're doing.
Click on one of the links above, or read on, to learn more.
Communication - we will communicate well with everyone
People who use our services and their families and carers should be heard and understood. Communication is at the heart of care - it is the medium through which care is agreed and treatment is delivered. Good communication underpins the care process, and supports good relationships.
We want to make sure you are heard and understood by:
- Being listened to and having access to regular and meaningful communication with care staff
- Being understood as an individual
- Being enabled to make sense of your thoughts, feelings and behaviours
- Communication needs for individuals being identified and recorded
- Everyone involved in providing care knows what is happening
- Families and carers being involved and given information where appropriate
- The care plan and review shared with you and others involved in a way that makes sense to you
- Good communication with your GP and others involved
- Avoiding using jargon, and explaining any abbreviations used
- Copying letters from staff to you, if you would like them
Derbyshire Healthcare NHS Foundation Trust is committed to delivering high quality care to all of our service users.
We have signed the BSL Charter and we are working closely with the British Deaf Association to make our services as accessible as possible to Deaf people.
We can offer translation and interpreter services when needed. Please speak to you Care Co-ordinator or health care worker about this.
Translate this site
We also have a facility to translate this website. Go to the bottom of any page on this website and on the left hand side you can select your chosen language, and the site will then be translated into the language selected.
The website will then be viewed through the Google Translate service. However, please be aware that the content of Google Translate is not our responsibility.
We want to make sure you can access the information you need.
If you need information in another language, click on the buttons at the bottom of the front page to translate the whole site, or contact us for a leaflet translation
If you prefer Easy Read, click here
If you need a care plan or other form translating, let us know
If you need the text larger to be able to read it better, click on the + symbol at the bottom of the screen. The more you click the + symbol, the larger the text will be.
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Find out about Derbyshire Healthcare Foundation Trust on social media
Compliments and complaints - you can tell us what you think about services
The most important way we monitor and improve the quality of our services is from the comments we get from the people who use them, and their family and carers.
The key points for the Trust are:
- Getting it Right
- Being Customer Focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvement
For service users, carers or families who have compliments, comments, concerns or complaints, please let us know by either speaking or writing to us. It’s best if you talk to staff locally first, as they might be able to resolve any problems for you, but if they can’t, or if you’d prefer to talk to our Complaints Manager, please call 01332 623751.
“You have the right to have any complaint you make about NHS services dealt with efficiently and to have it properly investigated.” “You have the right to know the outcome of any investigation into your complaint.” “You have the right to take your complaint to the independent Health Service Ombudsman, if you are not satisfied with the way your complaint has been dealt with by the NHS.” NHS Constitution
Your feedback - tell us what you think
The most important way we monitor and improve the quality of our services is from the comments we get from the people who use them, and their family and carers. If you have any feedback about the service you have received - good or bad – we would like to know.
For service users, carers or families who have compliments, comments, concerns or complaints, please let us know by either speaking or writing to us. Its best if you talk to staff locally first, as they might be able to sort out any problems for you, but if they can’t, or if you would prefer to talk to our Complaints Manager, please contact us on:
Register your feedback or complete the ‘Friends and Family Test’ on www.derbyshirehealthcareft.nhs.uk
E-mail us your feedback to firstname.lastname@example.org
Telephone our Patient Experience Team on 01332 623751
If you are still concerned
If you have talked to our clinical teams and our patient experience team and you are still concerned, you can contact any of the following:
Health watch is the health and social care consumer watchdog. You can call them for information, advice and support and to raise an issue.
Healthwatch Derby City on 01332 643988 or Text: 07812 301806 Email: email@example.com
Healthwatch Derbyshire on 01773 880786 or Text: 07943 505255 Email: firstname.lastname@example.org
You can talk to the local Safeguarding Team in the local authority and talk to a social worker in Derby City on: 01332 640777
You can talk to the local safeguarding team in the local authority and talk to a social worker in Derbyshire on: 01629 533190
You can share your care experience and raise a concern about your care and treatment with the CQC on 03000 616161, emailing email@example.com or using their online contact form at: www.cqc.org.uk
Dignity - we will treat you with dignity, respect and compassion
The Trust takes the dignity and privacy of people who use our services very seriously and has a programme of initiatives, including Dignity Champions, to promote and support dignity and privacy.
This standard includes:
- Showing our commitment to the people who use our services
- Showing compassion in the way we provide services
- Responding to individuals in a courteous, sensitive and caring way
- Behaving in a way we would expect to be treated ourselves
- Showing people respect, and treating them with dignity
- Treating people as individuals with individual needs
- Involving people in decisions about their own care
Our Dignity in Care Pledge is:
Whilst in the care of Derbyshire Healthcare NHS Foundation Trust, you can expect to be:
- Shown respect and treated with dignity
- Treated as an individual and offered personalised services
- Supported maintaining the maximum possible level of independence, choice and control
- Listened to and supported in expressing your needs and wants
- Respected in your right to privacy and confidentiality
- Fully involved in planning your care, with family members/carers as care partners
- Assisted to maintain confidence and positive self-esteem
- Helped in alleviating loneliness and isolation
- Able to complain without fear of retribution
- Free from any experience of abuse
Find out more about Dignity and REGARDS
What is Compassion Focused Therapy?
The Trust provides Compassion-focussed therapy, and has developed a Research and Development Centre that includes a Centre for Compassion as one of it's main themes.
Compassion Focused Therapy has now developed to the point where it can be identified as a specific kind of psychological therapy with a growing evidence base.
Compassion is a complex concept, especially when used clinically, and draws on scientific research, psychology and neurophysiology.
Compassion is linked to the affiliative emotions and motivational systems, which underpin experiences of well-being, and can help counter-act feelings of threat, shame and self-criticism.
Environment - we will provide care and support in a place that's safe
It is important that anyone using the services of the Trust does so in a safe and appropriate environment, recognising diversity.
Safeguarding the wellbeing of service users, carers, family and staff is a priority. How this is done will be based on the individual needs of the person.
This will include hospital and community bases, and anywhere else we see people. There should be recognition of:
- access for people with disabilities
- the need for special adaptations
- understanding of cultural needs
- gender specific services
- infection control
- appropriate patient/service user mix
- benefits of therapeutic environments
- capacity to make decisions, and the need for consent to treatment
- protection for patients/service users detained against their will
- management of violence and aggression
- fire safety
The Trust’s community care and support services are currently divided into eight neighbourhood areas within Derbyshire. Each neighbourhood works closely and with other local health professionals, and drawing on local community resources, to assist people in rebuilding their lives and to help them flourish.
Derbyshire Healthcare’s community care and support services provide mental health support to residents living throughout Derbyshire and learning disabilities services to those living in the south of the county (Amber Valley, Derby City, Erewash and South Derbyshire & Derbyshire Dales South neighbourhoods). Click here to find our about your neighbourhood service
We provide a range of inpatient services including adult acute and older people's services. Click here to find out more about our hospital services
Other services we provide
Click on the links below to find out about other services we provide including:
- Mental health and emotional wellbeing services
- Children and young people's services
- Family health
- Child and adolescent mental health services (CAMHs)
- Learning disability services
- Drug and alcohol misuse services
- Eating disorders services
- Talking therapies
- Support services
- Adult Autism Spectrum Disorder Assessment
Equality - we will respect your rights, and make sure you can access our services
The Trust works to provide services that are available to anyone equally, and can be accessed without disadvantage by anyone we work with regardless of their diverse needs. We support the Derbyshire Equalities Charter. We respect human rights, and comply with the Human Rights Act 1998. We undertake Equalitiy Impact Assessments regularly.
We work to a framework to support Inclusion and Equality, based around REGARDS:
- Race & ethnicity
- Economic disadvantage
- Gender and gender identity
- Religion or belief
- Sexual orientation
We have signed up to the Equalities Charter for Derbyshire Health Services, which says that:
- The vision of the NHS in Derbyshire is to achieve equality, celebrate diversity, promote inclusion and embrace Human Rights as enshrined in the NHS Constitution and in line with the Public Sector General Equality Duty outlined in the Equality Act 2010
- We want our organisations to be personal, fair and diverse with equality of opportunity and equitable treatment for all
- Through implementing the NHS Equality Delivery System (EDS), we will embed equalities into the cultures and behaviours of all of our organisations
- Promote and champion equality, diversity, inclusion and Human Rights
- Recognise the equality challenges we face and work with our patients/service users, carers, communities and staff to tackle these in a proactive and positive way
- Identify local needs and priorities, particularly those of groups at risk of disadvantage and discrimination
- Facilitate the engagement of everyone in shaping local services to meet individual needs and achieve better outcomes
- Help and support staff to understand the importance of personalisation, fairness and diversity in the planning and delivery of services
- Provide an environment where staff can thrive, are confident to be themselves, feel valued and treat each other with fairness, dignity and respect
- Work to ensure that all of our information, services and buildings are accessible for all
- Show zero tolerance towards bullying, harassment, inappropriate language and behaviour, and encourage the reporting of all cases of discrimination
- Acknowledge and value the work of all forums who help us deliver equality
- Recognise and support the work of the Derbyshire Community Health Equality Panel in helping us measure progress against the charter
REGARDS is our way of remembering the nine protected characteristics as defined by the Equality Act 2010. Race, Gender (sex) & Gender Reassignment, Age, Religion or Belief, Disability, Sexual Orientation, Marriage & Civil Partnership, and Pregnancy & Maternity
Working with REGARDS and respect is one way of putting our Trust vision "promote health and wellbeing of all communities” into practice. Our organisation is committed to promoting equality, good relationships and ensuring that no one is excluded because of who they are, in our service delivery and in our workforce.
Equality is about tackling historical barriers of exclusion and disadvantage, which can be experienced by particular groups of REGARDS people.
We want to make sure everyone can access the information on the site.
If you need information in another language, click on the buttons at the bottom of the page to translate the whole site, or contact us for a leaflet translation
If you prefer Easy Read, click here
If you need the text larger to be able to read it better, click on the + button at the bottom of the page. The more times you press the + button, the larger the text will become.
Individual - you will be at the centre of your care and support
The Trust puts patients first, and supports the principle of:
- ‘Nothing about me without me’
The Trust is committed to a collaborative approach that places the person at the centre of their care and support. Initiatives to support this include:
- The Care Programme Approach for people with mental health problems
- Health Action Planning and Person-Centred planning for people with a learning disability
- Wellness Recovery Action Planning (WRAP)
Our Trust Values include:
- We put our patients at the centre of everything we do
Patients can expect:
- safe effective care which aids wellbeing
- care which promotes hope and dignity
- compassion at the heart of your care
- treatment as an individual without judgement
It is important that individuals are supported to make decisions that are right for them. It is a collaborative process through which a clinician supports a patient to reach a decision about their treatment.
Read more about shared decision making from NHS England
Help, advice and information from MIND the Mental Health Charity
Information about Learning Disability Services at Derbyshire Healthcare Foundation Trust
NHS Choices aims to give you information to help you choose the right service or treatment for you
Visit our Recovery and Wellbeing Centre to find more resources that might be helpful
Information - we will keep information safe and share it when needed and you will have the right information at the right time
Information provided by patients of the NHS is treated as confidential, and will not be disclosed without the consent of the person concerned, unless other issues such as risk or legal requirements make the disclosure necessary. You can access your own information. Guidance about carers and confidentiality is shown below.
“You have the right to privacy and confidentiality and to expect the NHS to keep your confidential information safe and secure.” “You have the right of access to your own health records. These will always be used to manage your treatment in your best interests.” NHS Constitution
Information for you
To make sure that you have the information you need to make choices, participate in the care process, make informed decisions, and be truly partners in care, the Trust provides a variety of information. NHS Information prescriptions for different health conditions are available - see below.
“You have the right to be given information about your proposed treatment in advance, including any significant risks and any alternative treatments which may be available, and the risks involved in doing nothing.” NHS Constitution
Freedom of Information
Click here for the Trust's information leaflet - Your Information, Your Rights
We want to make sure you can access the information you need.
- If you need information in another language, click on the buttons at the bottom of the front page to translate the whole site, or contact us for a leaflet translation
- If you prefer Easy Read, click here
- If you need a care plan or other form translating, let us know
- If you need the text larger to be able to read it better, click on the + icon at the bottom of the page. The more you click on the + symbol, the bigger the text will get
Your health records
Find out about your health records on NHS Choices
The general rules for information sharing are:
- Remember that the Data Protection Act is not a barrier to sharing information but provides a framework to ensure that personal information about living persons is shared appropriately
- Be open and honest with the person (and/or their family where appropriate) from the outset about why, what, how and with whom information will, or could be shared, and seek their agreement, unless it is unsafe or inappropriate to do so
- Seek advice if you are in any doubt, without disclosing the identity of the person where possible
- Share with consent where appropriate and, where possible, respect the wishes of those who do not consent to share confidential information. You may still share information without consent if, in your judgement, that lack of consent can be overridden in the public interest. You will need to base your judgement on the facts of the case
- Consider safety and well-being: Base your information sharing decisions on considerations of the safety and well-being of the person and others who may be affected by their actions
- Necessary, proportionate, relevant, accurate, timely and secure: Ensure that the information you share is necessary for the purpose for which you are sharing it, is shared only with those people who need to have it, is accurate and up-to-date, is shared in a timely fashion, and is shared securely
- Keep a record of your decision and the reasons for it – whether it is to share information or not. If you decide to share, then record what you have shared, with whom and for what purpose
To make sure that patients/service users have the information they need to make choices, participate in the care process, make informed decisions, and be truly partners in care, the Trust provides a variety of information including:
- Rights and responsibilities
- Copies of care plans
- Services available
- Self-help information
- Contact information
- Signposting to relevant agencies and services where needed
- Information required by law
- Benefits and risks of different types of treatment
- Potential side effects of medication
Click here for the Trust's information leaflet - Information and what you need to know
There is also a website about Choice and Medication
To find out about our services, see our service booklets
Patient.co.uk has information about conditions and treatment
Click here to view the Infolink Resource Directory.
You can search for support, services, groups and helplines that support your physical and mental health.
Using the NHS Choices website, you can create a tailor-made information prescription for particular conditions and illnesses. Information prescriptions guide people to relevant and reliable sources of information to allow them to feel more in control and better able to manage their condition and maintain their independence.
Your information prescription tells you about:
- your condition
- your treatment options
- care services (from equipment to help you get around the house to specialised exercise classes)
- benefits you may be able to claim
- support groups
Partnership - we will work together with other organisations
We work closely with many organisations in Derbyshire and Derby City, and value these relationships, which benefit the people who use our services and their families and carers. To help make sure that people who use our services experience a co-ordinated approach to their care, our services must:
- Have links with other relevant agencies
- Work effectively across agencies
- Have information-sharing agreements with relevant agencies to allow the sharing of personal information where appropriate
These standards and principles were developed in close partnership with people who use our services, their families and carers, partner organisations and staff.
Why not join us as a member of the Trust? Find out how
The Trust welcomes the involvement and participation of service users, patients, carers and families in the development of services
“You have the right to be involved, directly or through representatives, in the planning of healthcare services, the development and consideration of proposals for changes in the way those services are provided, and in decisions to be made affecting the operation of those services.” NHS Constitution
Click here to find out more about the organisations we work with
Click on the logos below to access the websites of our partner organisations
Quality - we will provide good quality services
The Core Care Standards support the process of care, but good quality services are at the heart of what we do. The Trust is committed to providing good quality services, many evidence-based, to the people who use our services.
This would include:
- Taking account of NICE guidelines and other best practice information and guidance
- Promoting equality and respecting diversity
- Basing what we do on the evidence, using research and development tools
- Telling you about the risks and benefits of any treatment, including the potential side effects of any medication.
- Having values as an organisation that focus on providing good quality services
- Having a philosphy of care that applies to all professions within the Trust
- Striving always for excellence in how we provide services
- Asking the people who use our services, their families and our partners about how we're doing
- Identifying individual outcomes, measuring these, and reviewing how well we have met them
- Identifying developing and supporting innovation
- Focusing on our staff, ensuring they are trained and supported
The Trust publishes annual reports and quality reports every year.
The Trust is regularly inspected by the Care Quality Commission (CQC). Click here to view our most recent inspection reports.
We can only provide good quality services through our dedicated staff, working together with a common purpose. Our values reflect the reasons why our staff choose to work for the NHS and Derbyshire Healthcare.
Learn more about our values.
The NHS Constitution establishes the principles and values of the NHS in England. It sets out rights to which patients, public and staff are entitled, and pledges which the NHS is committed to achieve, together with responsibilities which the public, patients and staff owe to one another to ensure that the NHS operates fairly and effectively.
Recovery and wellbeing - we will try to help people be as well as they can be
We want to make sure that your health and wellbeing is as good as it can be. We are committed to a recovery focused approach to services, which includes the use of:
- Recovery tools and techniques
- Staying well and wellbeing approaches
- Health promotion initiatives such as smoking cessation, physical health etc.
We want to support people to fulfil their potential by:
- Achieving personal development aims, needs and wishes
- Accessing meaningful occupation, education, employment and learning
- Accessing community services and amenities
- Promoting wellness and recovery
- Promoting and understanding meaning and purpose in life.
Click here for our 5 Ways to Wellbeing booklet
Recovery is a concept that recognises that people can be in control of their lives despite mental health problems, and can regain a meaningful life despite a serious mental illness.
Components of the process of recovery:
- Finding and maintaining hope – believing in oneself, having a sense of personal agency, optimistic about the future
- Re-establishment of a positive identity – finding a new identity which incorporates illness, but retains a core, positive sense of self
- Building a meaningful life – making sense of illness, finding a meaning in life despite illness, engaged in life
- Taking responsibility and control - feeling in control of illness and in control of life
- (after Andresen, Oades & Caputi, 2003 Making Recovery a Reality, Sainsbury 2008)
Click here for My Recovery Plan booklet (PDF version. You can print off this copy and write on it)
Being healthy isn’t just about fitness; it’s about physical, mental, and emotional well-being.
For more information about Keeping well see the section on the website or go to the Live Well section on the NHS website
You can also visit our Recovery and Wellbeing Centre for more information
Health promotion is about:
- keeping healthy
- living a healthy lifestyle
- preventing illness, and
- preventing any existing illness from becoming worse.
It includes issues such as: diet, obesity, smoking, exercise, alcohol and drugs, preventing heart disease, cervical screening, breast screening, sun and health, well woman, well man, immunisation, sexual health etc
Recovery and Wellbeing Centre
At Derbyshire Healthcare Foundation Trust we have developed a Recovery and Wellbeing Centre. This is an online resource which offers information, advice and useful guides to support you in your wellbeing and recovery.
The Recovery and Wellbeing Centre includes:
- Recovery tools to help you work out what helps you stay well
- Information about groups and activities near where you live
- Information about our hospital services
- Five Ways to Wellbeing
- How to access support
- Help to stay well and manage your health
- Help to ask questions about your care
- Information for Carers and Families
Click here to visit the Recovery and Wellbeing Centre
Safeguarding - we will safeguard children and vulnerable adults
We have a professional and legal responsibility to safeguard children and vulnerable adults, and we take this very seriously.
We work with our partner agencies in Derbyshire and Derby City to ensure that wherever we find concerns, these are acted on.
We have standards and procedures in place to protect:
- Vulnerable Adults
- People subject to domestic violence
If you have concerns
Visit the safeguarding page to find out how to get help if you have concerns about someone's safety
If you suspect an adult is at risk of abuse, or if you are experiencing abuse, you can access help on the following numbers:
- Derbyshire Adult Social Care – 08456 058 058 or 01629 533190 (lines open 24 hours)
- Derby City Adult Social Care – 01332 717777 (between 9am and 5pm Monday to Friday) or 01332 786968 (between 5pm and 9am Monday to Friday, and all day Saturday & Sunday)
- If you think something needs to be done straight away to protect yourself or another adult of abuse, please ring 999
- Call the NSPCC helpline on 0808 800 5000 - adults who are concerned about a child can speak to a trained child protection officer for advice about what to do (you can also email firstname.lastname@example.org for advice).
- If you are a child or young person, you can call ChildLine on 0800 1111 to talk about any problem - counsellors are always there to help you sort it out. It is free and confidential.
- Speak to your (or the child’s) GP, health visitor, school nurse or other health professional so that you can share your early concerns. You could also speak to the child’s teacher. All professionals have guidelines on how to act when children and young people are at risk. They will be able to advise you on what to do next.
- Telephone Derby Children’s Social Care (Social Services) on 01332 786968 (Out of Hours) / Derbyshire Children's Social Care (Social Services) on 08456 058 058 and ask to talk to someone about your worries, contact the Police on 0345 123 3333
- If you think a child or young person is in immediate danger call the police on 999.
All concerns about children and young people are taken very seriously - do not worry that your concerns will be dismissed or ignored. You could help to end a child’s suffering by your actions
Some adults will be unable to protect themselves, some of those adults will be parents of young children, meaning that there will be Safeguarding needs for both the adult and children in these circumstances. Adults with mental health problems are more likely to experience domestic violence. The Trust has a Safeguarding Advisory Service to support practitioners.
Help and Advice
- Men’s Advice Line for men experiencing domestic violence on 0808 801 0327
- Women’s Aid is the key national charity working to end domestic violence against women and children. It supports a network of over 500 domestic and sexual violence services across the UK. Freephone Helpline 0808 2000 247
- Karma Nirvana: A registered Charity that supports victims and survivors of forced marriage and honour based abuse - Helpline 0800 5999 247
- NHS England - Information about Domestic Violence and Abuse
- Safeline for men, women and young people. Helps people with preventing supporting and surviving sexual abuse and rape
In Derbyshire we have adopted the principles of the ‘Think Family’ approach which is a way of working together with different agencies and professionals to better safeguard vulnerable adults, children and families.
The Think Family principles are:
- No wrong door - contact with any service offers an open door into a system of joined-up support (e.g. an adult mental health worker notices on her weekly visits that the young daughter of the family is at home during the day and carry out caring tasks inappropriate for her age, she uses this as an opportunity to review the care plan with the service user, thinking about parenting needs alongside the needs of the child. She decides to talk to the school nurse about whether a CAF is needed)
- Look at the whole family - services working with both adults and children take into account family circumstances and responsibilities (e.g. an alcohol treatment service combines treatment with parenting classes while supervised childcare is provided for the children)
- Provide support tailored to need - tailored & family-centred packages of support are offered to all families at risk (e.g. a Family Intervention Project works with a family to agree a package of support best suited to their situation)
- Build on family strengths - practitioners work in partnerships with families recognising & promoting resilience and helping then to build their capabilities (e.g. family group conferencing is used to empower a family to negotiate their own solution to a problem)
Staff - we will employ staff who know what they're doing
Our staff are the greatest asset of our organisation, their skills reaching out into the heart of our community. We all know of someone whose health, wellbeing and quality of life has been improved by their expertise - it may be a family member, a friend, a colleague, a neighbour ... it may well be you.
We want to make sure that our staff always provide a good service. To make sure that they are able to do this, we set good recruitment and selection standards, follow the relevant legislation, and try to make sure that all staff:
- Have approval to work in the UK
- Have their qualifications checked before they are appointed
- Have health clearance
- Have provided satisfactory references
- Have had a Criminal Records Bureau check when working in a clinical role
- Have had an induction to the Trust, so that they know about our standards, and share our values
- Are registered with their professional body where this arrangement is in place
- Have training regularly, and specialist training where this is needed for their role
- Have supervision
Click here to read more about Safe Staffing on our Wards
Our values were launched in May 2012, following consultation with staff, service users and partner organisations. They were refreshed in November 2017 as a result of feedback from staff.
We can only provide good quality services through our dedicated staff, working together with a common purpose. Our values reflect the reasons why our staff choose to work for the NHS and Derbyshire Healthcare.
Our Trust Values are:
- People first – We put our patients and colleagues at the centre of everything we do
- Respect – We respect and value the diversity of our patients, colleagues and partners and support a respectful and inclusive environment
- Honesty – We are open and transparent in all we do
- Do your best – We work closely with our partners to achieve the best possible outcomes for people