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Accessing health services
In this section you can find information on how healthcare is provided in Havering, how to access different health services and how to raise a complaint if you are unhappy with the service you have received.
Who is responsible for planning and buying health services for the people of Havering?
Havering is one of the eight local authorities that make up NHS North East London (NEL) Integrated Care Board. This organisation is responsible for planning and buying health services for the people of Havering and making sure these services meet the needs of local people.
ICBs have their own leadership teams which include a chair and chief executive, as well as members from NHS trusts/foundation trusts, local authorities, general practice and an individual with expertise and knowledge of mental illness.
Integrated Health Boards (ICBs) have replaced what were previously known as Clinical Commissioning Groups (CCG)
It’s their job to make sure residents receive high quality healthcare services whether this is advice from a pharmacist or GP, a procedure in hospital, help at home through local community services, or support with mental health.
For more information please click on this link : NE London ICB : NHS
What Health Services are available in Havering?
This section identifies the various health services available within the London Borough of Havering and includes information about what each service offers and how you they can be accessed:
General practitioner (GP):
If you require support from a particular health service (except A&E care), you will usually need to make an appointment with your local doctor.
Prepare for the appointment by making notes on what you want to discuss beforehand as appointments with a GP are often time limited.
Following your appointment, the GP may need to refer your child/young person to the relevant service to access specialist support.
You can also discuss your situation with your child’s school/college and the Havering Social Care Team as they may also be able to signpost you to relevant services for further support.
Private health care:
If you have private health insurance or wish to pay for the treatment privately you can choose to do so for non-emergency (A&E) treatment. You may need a referral from the GP to access them so it is important to check the policy and conditions in place.
The waiting times to access private services may be shorter, but there will be a cost involved. It is important to check the cost of the service and the qualifications/experience of the professional you are consulting with - Are they a member of a particular professional organisation? Would any reports they provide follow NICE guidelines and be accepted by other services?
Community Paediatrician
Paediatricians are specialist doctors who provide advice, assessment and treatment for children with a range of conditions.
The Havering Community Paediatricians' Service work in the community and specialise in treating children with neurodevelopmental conditions.
Further information about the services they provide can be found via this link :
Havering Community Paediatrician Service
Physiotherapy
The Physiotherapy Service supports children and young people with a wide range of neuro-developmental and motor difficulties.
Physiotherapists provide holistic assessment, diagnosis and programmes of therapy for children and young people with a physical difficulty.
Further information about the services they provide can be found via this link:
Havering Childrens Physiotherapy Service
Speech and Language Therapy (SALT)
The Paediatric Speech and Language Therapy (SALT) Service in Havering provides specialist assessment, differential diagnosis, treatment and management of communication and/or feeding difficulties for children and young people aged up to 16 years.
In addition, they provide speech therapy for young people up to the age of 19.
Further information about the services they provide can be found via this link:
Havering Child & Adolescent SALT
Occupational Therapy (OT)
Occupational therapists support children and young people who may experience difficulties carrying out and participating in everyday activities for example self-care, school work or play.
Occupational therapy is offered to children/young people who are having difficulty joining in with the activities they need and want to do every day e.g. dressing, using cutlery, completing jigsaws, riding a bike, writing. These difficulties may be due to the child having a complex health and neurological condition, poor co-ordination skills, poor core stability or muscle control, poor movement planning skills, or sensory difficulties.
They also support children following a hospital admission or young people transitioning into adult Occupational Therapy Services for the first time.
Further information about the services they provide can be found via these links:
Children's Occupational Therapy: NELFT: Havering Directory
Paediatric Occupational Therapy: Havering Directory
Havering Children's Occupational Therapy Service
Children and Adolescent Mental Health Service (CAMHS)
CAMHS are Havering’s specialist mental health team providing support to children, young people and their families from birth to their 18th birthday. The service offers help with emotional, behavioural or mental health difficulties.
Further information about the service can be found via this link:
CAMHS contact details:
Tel: 0300 300 1888 Email: [email protected]
Havering School Nursing Service
The school nursing service works in partnership with children, young people and their families to ensure that children's health needs are supported within their school and their community. The teams provide support to schools, families and children, including those with disabilities and complex emotional needs, on a wide range of topics.
The team work from health centres within the borough and work in partnership with their allocated schools. They work to provide a link between school, home, and the community, with the main aim of improving health and wellbeing.
They also have a specialist nurse whose title is education other than at school (EOTAS Nurse), supporting children and young people who do not attend an education setting or attend alternative education provisions or who are electively home educated, children missing education and refugees.
You can contact the School Nurse Service via the Duty Desk for support :
tel: 0300 300 1635
Further information about the service can be found via this link:
NELFT : NHS : School Nursing Service
The Nutrition and Dietetic Service
This service offers assessment and management for dietetic related conditions for both adult and children who meet the service criteria.
The service provides expert nutritional advice in a variety of community and healthcare settings with the aim of preventing ill health and improving the overall health of individuals through practical dietary advice.
Registered dietitians provide individual therapeutic dietary advice to patients who require special diets as part of medical treatment.
Referrals to the service must be made by acute consultants, GP practices and health care professionals.
Further information about this service can be found via these links:
NELFT: Havering Nutrition & Dietetics Service
Joy: Havering Nutrition & Dietetic Service
Havering Joy App
This is an online platform that lists local services and resources for Havering residents. It features a wide range of free and paid activities, support groups, health services, and community programs, including mental health support, breastfeeding assistance, domestic abuse services, and arts and cultural activities.
Link: https://services.thejoyapp.com/
Havering Live Well website
It’s your one-stop place for all things health and wellbeing.
On the site you can:
- Find information on 100+ topics - from mental health and stopping smoking, to activities for kids and support for carers.
- Search over 500 free local services - everything from gyms to community groups to support services.
- Check the events calendar - find local activities, workshops, and wellbeing events near you.
- Chat with Liv, their friendly digital helper, to get quick answers.
Explore now: www.livewellhavering.org.uk
What is continuing healthcare and who is eligible for it?
What is continuing healthcare?
NHS Continuing Healthcare (CHC) is a package of care provided outside of hospital. It is arranged and funded by NHS North East London Foundation Trust (NELFT) for people aged 18 years and over with significant ongoing healthcare needs who have been assessed as having a ‘primary health need’.
People who receive CHC need a very high level of support.
How can I find out what is available for children and young people under 18 years who require continuing healthcare?
If continuing healthcare may be needed for a child or young person under the age of 18 then you can contact Children's Continuing Care as follows:
Tel: 020 8221 5700 option 2
Email: [email protected]
Who is eligible for NHS continuing healthcare?
An eligible person could include someone who:
- has long-term conditions due to disability, illness or accident
- could be reaching the end of their lives
How is continuing healthcare assessed?
In order to receive NHS CHC funding, individuals have to be assessed by North East London according to a legally prescribed decision-making process to determine whether the individual has a ‘primary health need’.
How is suitable care determined?
When someone is assessed as being eligible for CHC, their local Integrated Care Board (ICB) is responsible for funding their full package of health and social care. This means that the ICB will find suitable care to meet that person’s assessed needs.
The ICB aim to give options and choices that best match the patient and family’s preferences regarding the type and place of care, in order to offer a suitable care package that meets the person’s assessed needs. These settings could include:
- their own home: providing services from a community nurse and personal care, such as help with bathing and dressing.
- a care home: as well as healthcare and personal care, the NHS will pay for the care home fees, including board and accommodation.
How do you apply for a continuing healthcare assessment?
If you would like to have a continuing healthcare assessment for yourself, a family member or for a person you care for, you can speak to:
- your social worker (if applicable)
- a member of the clinical team involved in your care
This link from the NELFT website provides information on who to contact in your borough:
How do I access mental health support for my child/ young person?
There are local and national services that may be able to help if you need support with your child/young person's mental health or mental health support for yourself.
In an emergency situation:
In an emergency you should contact 999 for immediate response and advice for any serious concerns regarding mental health where the person is at immediate serious risk or is placing others in immediate serious risk.
Mental Health Direct:
If you need urgent help because you are worried that you or someone you know might harm yourself/themselves or someone else.
You can call Mental Health Direct on Tel: 0800 995 1000
This is a free number and is available 24/7
NHS 111
If you need support with your mental health needs you can call the NHS 111 line (select option 2), access NHS 111 online (see link below) or text ‘Help’ to 07860 009642
You will be asked a few simple questions about your mental health symptoms and a member of the NHS 111 Mental Health Support Team will respond to you as soon as possible.
Link: NHS 111 online
Shout:
Shout is a free, confidential and 24/7 text messaging service for anyone in the UK who needs support. If you are struggling to cope and need to talk, trained Shout volunteers are available for you.
Text : 85258
Web link: Shout : get help
Doctor/General Practitioner (GP):
It may be useful to discuss any mental health concerns you have with your local doctor/general practitioner (GP).
Make a list of your concerns before your appointment to help you remember what you want to say. At your appointment the GP should listen to these concerns and can then direct you to the appropriate support and treatment if required.
Special educational needs coordinator (SENCo):
If you have concerns about a child/young person you/they can contact the school/college they are attending and ask to arrange an appointment with the SENCo. The SENCo can advise on suitable support they can put in place or signpost you to if necessary.
Havering Social Care:
Havering Social Care provide services for people living in the borough if there is a significant need. The service is made up of two teams - one dealing with children & young people's social care (MASH) and the other team dealing with adult social care as set out below:
Havering Children’s Social Care (MASH): Havering have a frontline service for children and young people's social care called the Multi Agency Safeguarding Hub (MASH) where you can discuss your initial concerns and be directed to the appropriate social care service if necessary.
Tel: 01708 433 222 Monday to Friday (9am to 5pm)
Tel: 01708 433 999 out of hours/weekends
You can also make an online referral via this link: Havering: referral to CYP services
Havering Adult Social Care: This is Havering's social care service for adults aged 18 years and over
Tel: 01708 432 000 Monday to Friday (9am to 5pm)
Tel 01708 433 999 out of hours/weekends
You can also make an online referral via this link: Havering : Adult social care contact
Havering CAMHS (Child and Adolescent Mental Health Service):
This service offers help to children and young people who are experiencing emotional, behavioural or mental health difficulties. The services are available to families with children and young people from birth to their 18th birthday.
They are a multi-disciplinary team based in a local clinic and offer support in a variety of areas such as assessment of development problems, autism, hyperactivity, depression, and early onset psychosis.
Please click on this link for further information about the service: Havering : CAMHS
Havering Mind
Havering Mind provide advice and support to empower anyone experiencing a mental health problem. They offer an array of services and are available 7 days a week, evenings and weekends.
Tel: 01708 457 040
Email: [email protected]
Website: Havering MIND
Safe Connections services
This service is for people who are 18+ years, who are feeling at risk of suicide and need to access support, as well as for people who have an interest in trying to help prevent suicide. They also provide support for people bereaved or impacted by suicide.
The service operates on a self-referral basis.
Tel: 0300 561 0115 Monday to Friday (9.30am to 4pm)
Website: Safe Connections : Havering
Talking Therapies
This is a free, confidential professional NHS service for people aged 18 years or over who are registered with a GP in Havering.
The service provides access to expert advice and techniques to help address problems such as depression, anxiety, stress, bereavement, relationship problems and help for people experiencing panic attacks, work and money worries, sleeping problems and phobias.
Tel: 0300 300 1554 (Option 2) to book an appointment for an initial assessment.
Details of the service can be found via this link: NELFT : Havering : Talking Therapies
Havering Youth Services
This service offers a range of groups for young people from 10 – 19 years of age (up to 25 for young adults with additional needs). They offer informal education, fun activities and additional support for those who would benefit.
For more information please click on this link: Havering Youth Services
The Samaritans
This service provides free emotional support 24/7 every day. There are a range of ways to receive support from the service by telephone, email and website enquiry:
Tel: 116 123 (freephone)
Website: www.samaritans.org
Email: [email protected]
Young Minds
Young Minds provide a range of information and guides related to mental health for children, young people and parents. They also offer a parent helpline service.
Parent Helpline : 0808 802 5544 opening hours as follows:
9.30am - 4pm on Mondays, Thursdays and Fridays
9.30am - 6pm on Tuesdays and Wednesdays
Website: youngminds.org.uk
NHS Choices
This website has information about mental health for children, young people, adults and parents/carers.
Link: NHS Choices
NHS.UK
The NHS website has a mental health self-assessment quiz which provides feedback via a personalised mental health action plan with tips and advice to help you be kind to your mind.
Click here to acces the quiz: NHS every mind matters self-assessment quiz
The NHS North East London website has information and self-help resources on mental health which you can access here: NHS NE London mental health advice
Havering Emotional Support Team (HEST)
This service is designed to help meet the emotional wellbeing needs of children and young people in education settings. This support is aimed at children and young people who may be experiencing mild to moderate emotional wellbeing concerns.
Currently, HEST is only available in a number of placement schools across the borough, which includes both primary and secondary schools, with the aim of branching out in more schools and Havering colleges in the future.
Referral: If your child attends one of the project schools, then you can speak with the School Link about referral to the service.
To find out which schools are included in the programme and for more information on the services they provide please click on the following links:
Havering Local Offer
The Local Offer gives children and young people with special educational needs or disabilities and their families information about what support services the local authority think will be available in the local area. This is a useful place to identify specific support groups and services.
Link: Havering Local Offer
How do I make a complaint about a particular health service?
This section identifies services that can offer support if you are having an issue with a particular health service in the Havering Borough.
Please note that SENDIASS are able to signpost you to appropriate services, but we are unable to provide direct support for health complaints.
If you are unhappy with a health service you’ve received in Havering, you have the right to make a complaint.
Start by contacting the service provider directly—this could be your GP practice, hospital, dentist, or other NHS service. Most issues can be resolved informally by speaking to the practice manager or the complaints' team.
If you are not satisfied with the response or prefer a more formal route, ask for a copy of their complaints' procedure. This will provide information about who to contact regarding your complaint and how the process works. You can then submit a written complaint.
If the issue cannot be resolved directly with the particular health service or you would like some advice on making a complaint please find additional information below about services you can contact for support:
Independent Advocacy Services
An independent advocate supports people with complaints about the treatment or care that you or a family member have received from an NHS service. The support is available at every stage of the complaints' process.
Further details on how advocates can help you, what they do and how to make a self-referral for an advocate can be found on the Voiceability website via this link : NHS complaints advocacy
Voiceability contact details :
Telephone: 0300 303 1660
Email: [email protected]
Healthwatch Havering:
Healthwatch Havering is the independent champion for people using local health and social care services.
Mind Havering Barking and Dagenham are responsible for the Healthwatch service in Havering.
Commissioned by the Council, their role is to ensure every resident has the opportunity to share their experiences, highlight what’s working well, and raise concerns about what needs to improve.
Feedback is shared directly with NHS leaders, service providers, and decision makers to help drive better standards of care across the borough.
If you would like help from Healthwatch Havering you can contact them as follows:
Tel: 01708 457040
Email: [email protected]
Patient Advice and Liaison Services (PALS)
PALS try to resolve your concerns when using the NHS without the need for you to make a formal complaint.
If you remain unhappy after contacting PALS you can make a formal complaint. Using PALS does not mean it excludes you from making a formal complaint if you remain unhappy or have further concerns.
PALS can give information about the NHS complaints' procedure, including how to get independent help if you want to make a complaint.
For more information please visit their website at:
https://www.bhrhospitals.nhs.uk/patient-advice-and-liaison-services/
PALS can be contacted via telephone (Monday to Friday, 9am to 5pm):
- King George Hospital: 0208 970 8234
- Queen's Hospital: 01708 435 454
- Alternatively, you can leave a message on their 24-hour helpline answerphone: 0800 389 8324
Or you can email: [email protected]
They also have an online form which can be accessed via the this link:
Contact PALS | BHR Hospitals : online form
Parliament and Health Service Ombudsman(PHSO)
The Parliamentary and Health Service Ombudsman (PHSO) is an independent public body that can investigate complaints about the NHS in England.
You should only use this service when all other options have been exhausted as this is the final stage for unresolved complaints. The PHSO expect you to have already complained to the specific NHS service that you are unhappy with, so that it has had the chance to look into your concerns and, where needed, put things right for you before the PHSO are involved.
Helpline: 0345 015 4033 (Monday to Thursday 9am - 4pm & Friday 8.30am - 12pm)
Website: www.ombudsman.org.uk/