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Consultations
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SDEF
The
Scottish Disability Equality Forum works for social inclusion in Scotland
through the removal of barriers and the promotion of equal access for people
affected by disability.
It is a membership organisation, representing individuals with any type of
impairment, disability organisations and other groups who share its values.
It aims to ensure the voices of people affected by disability are heard and
heeded.
SDEF promotes access in its widest sense: access to the built and natural
environment and access to the same opportunities as are enjoyed by other
people in our community.
It takes a
broad definition of access, within which it focuses on access to the
environment and access to information and mechanisms promoting two-way
communications. It campaigns to improve access in these areas and seeks to
become a free source of high quality information on them.
General comments
The emphasis on involvement of people with disabilities in NHS 24 processes is welcomed. The document covered employment issues in more detail than that of service delivery. It is good to see mention of the social model of health in the action plan, however, this should be added in more detail in the introduction to the scheme. An indication of quality standards already in place would be useful. For example, time taken to progress a telephone enquiry, and the number of call backs required. Some information on customer expectations would be interesting as it impacts on the perception of needs being met.
P4
It might be helpful to describe equalities in a health setting early on in the document. The scheme does not explain the impact of inequality on health. On page 15 some statistics on disability in Scotland are provided but there is no analysis of how this leads to reduced health outcomes.
P6
This section might benefit from an illustration as to what more favourable treatment would look like. For example, a disabled person contacting NHS 24 because he/she would like to see a doctor might be given help more quickly, rather than being placed at the bottom of a telephone queue because they are deemed not to be a priority. Sometimes the nature of an impairment may make someone more vulnerable and they may require treatment more quickly because of this. The length of time taken to be passed on to a nurse and the numerous phone calls required to achieve this are beyond the reach of some people with disabilities.
P9
Whilst NHS 24 personnel cannot be specialists in everything they undoubtedly have a wide range of knowledge of medical conditions. However, staff should recognise the expertise and/ or experience of a person with disabilities and their carer with respect to their condition in requesting help. Service users with disabilities can be asked to confirm details of their impairment several times during one contact to NHS 24 and then very general advice is given, as an alternative to speaking with the nurse or obtaining medical attention. Continually giving details to different personnel is not only frustrating for the service user but can add to distress.
Insistence by phone operators on speaking to someone with an impairment is not always helpful. Sometimes would-be service users have communication problems (permanent or temporary) and, for example, are unable to speak to the operator or are too distressed and confused to make themselves understood.
P11
Building strong relationships with groups of people with disabilities, such as GCIL, to inform policy and decision making is to be lauded. However, the needs of people in different geographical regions of the country should also be considered, as their requirements and experiences may differ.
P15
The list of impairments might also include neurological conditions such as Multiple Sclerosis, which is very prevalent in Scotland.
Data capture at the point of call already happens to some extent. The way in which this is handled warrants more attention. It is identified later on in the scheme as an area which is problematic. As previously stated it can lead to additional distress in circumstances that are already difficult for the caller.
P20
The focus on training should be around recognising and understanding equalities and not on fulfilling the duty as a tick box exercise. It is to promote a change in attitude as much to meet statutory requirements.
P22
People/ employees are not obliged to disclose an impairment, so there will be staff with hidden disabilities. What happens when someone discloses an impairment because their work is affected or they have a bad performance appraisal? Is there proper support for both the employee and line manager?
There may be room for dispelling preconceptions regarding employing people with a disability. The document mentions that NHS 24 wants to change the profile of its workforce to better reflect the population of people affected by disability but does not say why.
P23
Suppliers should be encouraged to demonstrate their commitment to disability equality either by citing examples of employment practice or service delivery.
P26
There is too much emphasis on delivering the duty rather than looking at improved outcomes.
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