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The Advocacy People (formerly SEAP)
Services and organisations that have the Local Offer flash have filled out inclusion information, meaning that they meet the needs of people with Special Educational Needs and Disabilities (SEND)

As an independent charity, all of the services we provide are free and confidential.

We all know how hard it can be when we don’t feel listened to, when what’s important to us isn’t taken seriously by others, or we just don’t have the words to say what we really feel or want.


It can be even more difficult when decisions are being made about our health and social welfare.


We’re The Advocacy People and we can help. We’ll take time to understand your situation, explore the options and help you decide what you want to do and how you want to do it. We can give you as much or as little support as you want to put your views across.


We won’t judge you, tell you what to do or take over things when you can do them yourself: it’s your life and you deserve to be heard.

In Cornwall we provide the following services:
Click on a service for more information.

NHS Complaints Advocacy

Supporting you if you have not had the service you expected from a service provided or paid for by the NHS

Mental Health Advocacy

For people who are under section in hospital or the community

Care & Support Advocacy

Making sure people have their say in how they are cared for and supported

Advocacy For People Who Lack Capacity

For people who have been assessed as lacking capacity to make certain decisions

Contact details



Who to contact

Telephone
0330 440 9000
E-mail
info@theadvocacypeople.org.uk
Website
www.theadvocacypeople.org.uk

Where to go

Name
seAp Advocacy
Address
Advent House
Victoria Offices, Station Approach
Roche
St Austell
Cornwall
Postcode
PL26 8LG

Time / date details

When is it on?
Monday - Friday from 9am until 5pm
Session information
Pre-arranged appointments only please.

Other details

Costs

Table of costs
Table of costs
AmountCost Type
Free N/A
Details
Our service is free of charge

Availability

Referral required
Yes
Referral details

Self referral for NHS Health Complaints (IHCA) and Inpatient Mental Health (IMHA).

Professional referral for Care Act Advocacy (ICAA) and for those deemed to lack capacity (IMC).

Inclusion details

Saint Piran's Flag
How we make our service inclusive

We correspond with our clients via telephone, email and letter or face-to-face at pre-arranged appointments. 

We have meeting rooms, a lift and disabled toilets available on site.  Depending on our client's needs and wishes, we can arrange to meet with them at another suitable location.

Staff SEND experience

Staff have specialist training in using Makaton, signing, Talking Mats and other forms of communication using technology. Our Advocates come from a diverse background of previous employments and therefore bring their life and work skills with them.

How our service supports providers / schools / colleges

We regularly update our website, attend events and seminars to provide information and work alongside other organisations to help shape future services.

Other local or national support

We offer our services in 26 local authority areas across the South West and South East of England.

Our website is regularly updated and provides a wealth of information on our services, job vacancies and volunterring opportunities.  People can also telephone us if they have any queries.

The Cornwall Team have set up sessions specifically around health complaints to support people with guided self-advocacy.  These are held on specific days of the week at 5 locations in the County (Penzance, Camborne, Truro, St Austell and Liskeard).  Appointments are needed for these sessions and can be made by telephoning 0300 343 5706 or emailing info@advocacyincornwall.org.uk.

Resolving disagreements, mediation and making complaints

seAp’s Complaints Procedure

seAp is committed to providing people with the best possible advocacy services to those who use and commission our services. We also strive to uphold the highest standards in fundraising practice. However, we recognise there may be times where that service or practice falls short of the quality expected. Therefore, if someone has a complaint to make, we would like to hear about it.

We will ensure the complaint is thoroughly investigated, and that where the complaint shows seAp has fallen short of our high standards, or needs to make changes to the way we work, we will be clear about what action we will take.

In brief:

seAp will ensure that people using advocacy services are made aware of the Advocacy Service Complaints Procedure.  It will be made clear that seAp views complaints as a positive and important way for people to raise concerns and for seAp to learn and improve our services.

Copies of the complaints procedure are available in a variety of formats.

Advocacy Service Complaints Procedure

Complaints can be made at any time in person, by telephone or in writing, to the manager of the seAp team concerned, who will respond to your complaint in writing within 7 days of the complaint being received.

 

Stage 1

{This can be bypassed if the complainant wishes}

An informal discussion will be offered between the person making the complaint and the manager of the team concerned.  Details of the complaint will be clarified where necessary, and ways of resolving the problem will be explored. The manager will speak with any members of their staff who are involved in the complaint to obtain their account and response to the complaint.

Stage 2

A formal complaint is registered either verbally or in writing. The person making the complaint may choose to make a formal complaint with the manager concerned or contact seAp’s Chief Executive.

When a complaint is received, an investigating officer will be appointed by the Chief Executive. This may be a senior manager, or suitably experienced member of staff. The complaint will be investigated within 3 weeks of receipt and the outcomes reported to the person making the complaint, the manager concerned and the Chief Executive. The investigating officer will take responsibility for informing and liaising with members of staff who are involved in the complaint.

The investigation will involve speaking to all parties concerned about the events leading up to the complaint, in order to establish an independent view of what took place. The investigating officer will provide a written report of the investigation identifying where the service fell below the standard expected; the outcomes; and any recommendations for actions or changes in the way the service is provided.

Copies will be sent to the person making the complaint, the Chief Executive, the relevant manager and any staff member concerned.

f the complainant is unhappy with the outcome of the investigation, they can request that their complaint be considered under Stage 3 of the Complaints Procedure, within 4 weeks of receipt of the Stage 2 response.

Stage 3

The complainant has the right to appeal directly to seAp’s Board. The Board will convene an ad hoc committee which will consider the complaint, the investigations and report on the matter within 4 weeks. The report will identify any short comings in service provision and detail any actions required or changes in our service provision.

Last updated: 01/02/2018

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