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National Framework

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he National Framework for NHS Continuing Healthcare and NHS funded Nursing Care (revised 2018) and how we work with you

The National Framework for NHS Continuing Healthcare and NHS funded Nursing Care (revised 2018) provides a pathway and guidance for the delivery of continuing healthcare services.

The revised version of the Framework is intended to:

  • provide greater clarity to individuals and staff, through a new structure and style
  • reflect legislative changes since the 2012 National Framework was published, primarily to reflect the implementation of the Care Act 2014,
  • clarify a number of policy areas

Importantly, none of the 2018 amendments and clarifications to the National Framework, Practice Guidance, annexes or National Tools are intended to change the eligibility criteria for NHS Continuing Healthcare.

All those involved in the delivery of NHS Continuing Healthcare should become familiar with the whole National Framework, Practice Guidance, annexes and National Tools and should align their practice accordingly.

At CHC Direct we bring together the standards and guidance of the National Framework together with best practice from working with our many customers across the country to provide our person centred approach to continuing healthcare.

Our aim is to provide excellent customer service and we are committed to the continuous improvement of our service. Our service delivery model is efficient and effective.

Our team of Associates are dedicated to delivering the service in line with the National Framework, but are independent in terms of their thinking and delivery of unbiased assessment of need and eligibility for NHS continuing healthcare and NHS funded nursing care. Our Associates are not incentivised to deliver anything other than a fair assessment or judgment at all stages of the CHC Pathway. We ensure that we develop and maintain good professional relationships with Individuals, customers and key stakeholders to facilitate this.

CHC Direct and our Associates work to a high level of productivity and standards of performance. We appreciate constructive feedback when we have not met those standards or there are concerns about our performance

We do not always get it right, but will always take appropriate remedial action and apologise for any acts of omission on our part.

Our communication is positive and respectful and reciprocation of this by Individuals, customers and key stakeholders is appreciated.

Whilst we absolutely respect the rights of individuals to make complaints, we in turn would expect the same respect for our integrity and the commitment we make to provide the highest level of service to our customers and CHC applicants.