+ All Categories
Home > Documents > Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs...

Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs...

Date post: 07-Jul-2020
Category:
Upload: others
View: 3 times
Download: 0 times
Share this document with a friend
34
Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services
Transcript
Page 1: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Dealing with patient and public enquiriesDeena Maggs Head of Information and Knowledge Services

Our challenges with public enquiries

Signposting Stories

Opinions Facts

What we get asked

bull Enquiry sent by letter

bull Do you have a web site

Gerald member of the public from Derby

bull Asks for implementation of a health economic model in the UK

bull We ask what does he really want to know

bull Wants information to support his argument against local STP

Simon patient expert from Nottingham

bull Concerned about care of parent with dementia going to a care home

bull Needs help at directing her concerns

Jane member of the public from Derby

What we get asked

bull Comment on organogram of the NHS

bull Cost of advisory bodies

bull Happy to travel anywhere in the UK to discuss

Henry (93) retired GP from Grimsby

bull Commenting on a GP services report

bull Offering his time pro bono

bull Wants to contribute to common good (and a bit lonely)

Tom (80) retired social worker from Cambridge

bull Major concerns with her treatment and care

Anna-Marie (60s) retired and a patient

Anna-Maria

I HAVE MULTIPLE HEALTH PROBLEMS MY GP SERVICE WERE EXCELLENT UNTIL 2013 IT IS TERRIBLE MY CCG CUT MY FUNDING FOR LONDON HOSPITAL WHICH DEALS WITH MY RARE ILLNESS AND MULTIPLE DRUG ALLERGIES AS A CONSEQUENCE OF BEING

TOLD I HAD TO ACCESS THE SERVICES LOCALLY AND UNABLE TO MY HEALTH DETERIORATED I HAD STROKETEMPORAL ARTERITISNEURON

DISEASEPOLYMYALGIA RHEUMATICA MY BONES IN MY FOOT COLLAPSED I HAD A FALL FRACTURING MY WRISTTENDON DAMAGE THE LOCAL HOSPITALSERVICES TOLE

ME NOTHING WAS WRONG WITH ME I WAS 63 WHAT DID I EXPECT I FOUGHT 4 YEARS AND GOT MY FUNDING BACK NOW IT IS COSTING THE CCG A FORTUNE

CORRECTING THEIR ILL THOUGHT OUT PENNY PINCHING PLAN I HAVE NO CONTINUITY WITHING MY GP SERVICE I ONLY EVER SEE LOCUMS AND MY

CONSULTANTS ARE LIVID AS THEY SAY THE DOCTOR DOES NOT APPEAR TO READ THEIR LETTER TO TAKE BP AND BLOOD TESTS MEANING I END UP BACK IN HOSPITAL THEY STOPPED THE WELL MAN CLINIC WHERE MY HUSBAND AND

MAINONLY CARER WENT FOR A CHECK UP HE WAS TOLD IF YOU FEEL ILL MAKE AN APPOINTMENT HE IS THE TYPE NOT TO DO THAT WHY CAN THEY NOT SEE THE

FOOLHARDINESS OF THEIR SHORTSIGHTED IDEAS I FEAR FOR MY LIFE SOMETIMES I

AM VERY SCARED AND FRIGHTENED

Library database

Whatrsquos your approach

Discuss in groups the real-life enquiries that we have received

Where would you start searching

Who would you forward the enquirer onto

What kind of documents might hold this information

Enquiry A

What is the Kings Fund views on progress made since the Francis Report and concluding recommendations were published just over 4 years ago

Response A

The Kingrsquos Fund web site

The Francis inquiry report

Response A

Library database search

ldquoFrancis reportrdquo

Response A

Library database search

Mid Staffordshire

Feedback from enquirer

Is it now time to hold Jeremy Hunt and NHS England to account

Enquiry B

What is the value of what citizens do for their own health and wellbeing

Response BLibrary database

Subject search (suself-care and cost)

Response B

Self Care Forum

Estimates that GP consultations for minor ailments account for pound2bn per year

Response B

PAGB - Proprietary Association of Great Britain

PAGB (the trade association for medicines manufacturers) quote a similar figure of pound23bn annually for the costs of self-treatable conditions

Enquiry C

Information about the basis for GPs authorising repeat scripts Do GPs and pharmacies make more money from issuing scripts on a monthly or three monthly basis

Response C

The Kingrsquos Fund website

Prescribing and prescriptions management web page

Response C

Response CLibrary database

Subject search (surepeat prescriptions)

Feedback from enquirer

Thats absolutely brilliant Thanks so much for your prompt and full reply My wife occasionally contacted The Kingrsquos Fund when she was a district nurse and always held you in high regard

Enquiry D

How much tax and national insurance does the NHS workforce contribute

Response DNHS Employers

Agenda for Change pay scales and points April 2017

Response DNHS Digital

NHS workforce statistics ndash January 2017

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 2: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Our challenges with public enquiries

Signposting Stories

Opinions Facts

What we get asked

bull Enquiry sent by letter

bull Do you have a web site

Gerald member of the public from Derby

bull Asks for implementation of a health economic model in the UK

bull We ask what does he really want to know

bull Wants information to support his argument against local STP

Simon patient expert from Nottingham

bull Concerned about care of parent with dementia going to a care home

bull Needs help at directing her concerns

Jane member of the public from Derby

What we get asked

bull Comment on organogram of the NHS

bull Cost of advisory bodies

bull Happy to travel anywhere in the UK to discuss

Henry (93) retired GP from Grimsby

bull Commenting on a GP services report

bull Offering his time pro bono

bull Wants to contribute to common good (and a bit lonely)

Tom (80) retired social worker from Cambridge

bull Major concerns with her treatment and care

Anna-Marie (60s) retired and a patient

Anna-Maria

I HAVE MULTIPLE HEALTH PROBLEMS MY GP SERVICE WERE EXCELLENT UNTIL 2013 IT IS TERRIBLE MY CCG CUT MY FUNDING FOR LONDON HOSPITAL WHICH DEALS WITH MY RARE ILLNESS AND MULTIPLE DRUG ALLERGIES AS A CONSEQUENCE OF BEING

TOLD I HAD TO ACCESS THE SERVICES LOCALLY AND UNABLE TO MY HEALTH DETERIORATED I HAD STROKETEMPORAL ARTERITISNEURON

DISEASEPOLYMYALGIA RHEUMATICA MY BONES IN MY FOOT COLLAPSED I HAD A FALL FRACTURING MY WRISTTENDON DAMAGE THE LOCAL HOSPITALSERVICES TOLE

ME NOTHING WAS WRONG WITH ME I WAS 63 WHAT DID I EXPECT I FOUGHT 4 YEARS AND GOT MY FUNDING BACK NOW IT IS COSTING THE CCG A FORTUNE

CORRECTING THEIR ILL THOUGHT OUT PENNY PINCHING PLAN I HAVE NO CONTINUITY WITHING MY GP SERVICE I ONLY EVER SEE LOCUMS AND MY

CONSULTANTS ARE LIVID AS THEY SAY THE DOCTOR DOES NOT APPEAR TO READ THEIR LETTER TO TAKE BP AND BLOOD TESTS MEANING I END UP BACK IN HOSPITAL THEY STOPPED THE WELL MAN CLINIC WHERE MY HUSBAND AND

MAINONLY CARER WENT FOR A CHECK UP HE WAS TOLD IF YOU FEEL ILL MAKE AN APPOINTMENT HE IS THE TYPE NOT TO DO THAT WHY CAN THEY NOT SEE THE

FOOLHARDINESS OF THEIR SHORTSIGHTED IDEAS I FEAR FOR MY LIFE SOMETIMES I

AM VERY SCARED AND FRIGHTENED

Library database

Whatrsquos your approach

Discuss in groups the real-life enquiries that we have received

Where would you start searching

Who would you forward the enquirer onto

What kind of documents might hold this information

Enquiry A

What is the Kings Fund views on progress made since the Francis Report and concluding recommendations were published just over 4 years ago

Response A

The Kingrsquos Fund web site

The Francis inquiry report

Response A

Library database search

ldquoFrancis reportrdquo

Response A

Library database search

Mid Staffordshire

Feedback from enquirer

Is it now time to hold Jeremy Hunt and NHS England to account

Enquiry B

What is the value of what citizens do for their own health and wellbeing

Response BLibrary database

Subject search (suself-care and cost)

Response B

Self Care Forum

Estimates that GP consultations for minor ailments account for pound2bn per year

Response B

PAGB - Proprietary Association of Great Britain

PAGB (the trade association for medicines manufacturers) quote a similar figure of pound23bn annually for the costs of self-treatable conditions

Enquiry C

Information about the basis for GPs authorising repeat scripts Do GPs and pharmacies make more money from issuing scripts on a monthly or three monthly basis

Response C

The Kingrsquos Fund website

Prescribing and prescriptions management web page

Response C

Response CLibrary database

Subject search (surepeat prescriptions)

Feedback from enquirer

Thats absolutely brilliant Thanks so much for your prompt and full reply My wife occasionally contacted The Kingrsquos Fund when she was a district nurse and always held you in high regard

Enquiry D

How much tax and national insurance does the NHS workforce contribute

Response DNHS Employers

Agenda for Change pay scales and points April 2017

Response DNHS Digital

NHS workforce statistics ndash January 2017

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 3: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

What we get asked

bull Enquiry sent by letter

bull Do you have a web site

Gerald member of the public from Derby

bull Asks for implementation of a health economic model in the UK

bull We ask what does he really want to know

bull Wants information to support his argument against local STP

Simon patient expert from Nottingham

bull Concerned about care of parent with dementia going to a care home

bull Needs help at directing her concerns

Jane member of the public from Derby

What we get asked

bull Comment on organogram of the NHS

bull Cost of advisory bodies

bull Happy to travel anywhere in the UK to discuss

Henry (93) retired GP from Grimsby

bull Commenting on a GP services report

bull Offering his time pro bono

bull Wants to contribute to common good (and a bit lonely)

Tom (80) retired social worker from Cambridge

bull Major concerns with her treatment and care

Anna-Marie (60s) retired and a patient

Anna-Maria

I HAVE MULTIPLE HEALTH PROBLEMS MY GP SERVICE WERE EXCELLENT UNTIL 2013 IT IS TERRIBLE MY CCG CUT MY FUNDING FOR LONDON HOSPITAL WHICH DEALS WITH MY RARE ILLNESS AND MULTIPLE DRUG ALLERGIES AS A CONSEQUENCE OF BEING

TOLD I HAD TO ACCESS THE SERVICES LOCALLY AND UNABLE TO MY HEALTH DETERIORATED I HAD STROKETEMPORAL ARTERITISNEURON

DISEASEPOLYMYALGIA RHEUMATICA MY BONES IN MY FOOT COLLAPSED I HAD A FALL FRACTURING MY WRISTTENDON DAMAGE THE LOCAL HOSPITALSERVICES TOLE

ME NOTHING WAS WRONG WITH ME I WAS 63 WHAT DID I EXPECT I FOUGHT 4 YEARS AND GOT MY FUNDING BACK NOW IT IS COSTING THE CCG A FORTUNE

CORRECTING THEIR ILL THOUGHT OUT PENNY PINCHING PLAN I HAVE NO CONTINUITY WITHING MY GP SERVICE I ONLY EVER SEE LOCUMS AND MY

CONSULTANTS ARE LIVID AS THEY SAY THE DOCTOR DOES NOT APPEAR TO READ THEIR LETTER TO TAKE BP AND BLOOD TESTS MEANING I END UP BACK IN HOSPITAL THEY STOPPED THE WELL MAN CLINIC WHERE MY HUSBAND AND

MAINONLY CARER WENT FOR A CHECK UP HE WAS TOLD IF YOU FEEL ILL MAKE AN APPOINTMENT HE IS THE TYPE NOT TO DO THAT WHY CAN THEY NOT SEE THE

FOOLHARDINESS OF THEIR SHORTSIGHTED IDEAS I FEAR FOR MY LIFE SOMETIMES I

AM VERY SCARED AND FRIGHTENED

Library database

Whatrsquos your approach

Discuss in groups the real-life enquiries that we have received

Where would you start searching

Who would you forward the enquirer onto

What kind of documents might hold this information

Enquiry A

What is the Kings Fund views on progress made since the Francis Report and concluding recommendations were published just over 4 years ago

Response A

The Kingrsquos Fund web site

The Francis inquiry report

Response A

Library database search

ldquoFrancis reportrdquo

Response A

Library database search

Mid Staffordshire

Feedback from enquirer

Is it now time to hold Jeremy Hunt and NHS England to account

Enquiry B

What is the value of what citizens do for their own health and wellbeing

Response BLibrary database

Subject search (suself-care and cost)

Response B

Self Care Forum

Estimates that GP consultations for minor ailments account for pound2bn per year

Response B

PAGB - Proprietary Association of Great Britain

PAGB (the trade association for medicines manufacturers) quote a similar figure of pound23bn annually for the costs of self-treatable conditions

Enquiry C

Information about the basis for GPs authorising repeat scripts Do GPs and pharmacies make more money from issuing scripts on a monthly or three monthly basis

Response C

The Kingrsquos Fund website

Prescribing and prescriptions management web page

Response C

Response CLibrary database

Subject search (surepeat prescriptions)

Feedback from enquirer

Thats absolutely brilliant Thanks so much for your prompt and full reply My wife occasionally contacted The Kingrsquos Fund when she was a district nurse and always held you in high regard

Enquiry D

How much tax and national insurance does the NHS workforce contribute

Response DNHS Employers

Agenda for Change pay scales and points April 2017

Response DNHS Digital

NHS workforce statistics ndash January 2017

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 4: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

What we get asked

bull Comment on organogram of the NHS

bull Cost of advisory bodies

bull Happy to travel anywhere in the UK to discuss

Henry (93) retired GP from Grimsby

bull Commenting on a GP services report

bull Offering his time pro bono

bull Wants to contribute to common good (and a bit lonely)

Tom (80) retired social worker from Cambridge

bull Major concerns with her treatment and care

Anna-Marie (60s) retired and a patient

Anna-Maria

I HAVE MULTIPLE HEALTH PROBLEMS MY GP SERVICE WERE EXCELLENT UNTIL 2013 IT IS TERRIBLE MY CCG CUT MY FUNDING FOR LONDON HOSPITAL WHICH DEALS WITH MY RARE ILLNESS AND MULTIPLE DRUG ALLERGIES AS A CONSEQUENCE OF BEING

TOLD I HAD TO ACCESS THE SERVICES LOCALLY AND UNABLE TO MY HEALTH DETERIORATED I HAD STROKETEMPORAL ARTERITISNEURON

DISEASEPOLYMYALGIA RHEUMATICA MY BONES IN MY FOOT COLLAPSED I HAD A FALL FRACTURING MY WRISTTENDON DAMAGE THE LOCAL HOSPITALSERVICES TOLE

ME NOTHING WAS WRONG WITH ME I WAS 63 WHAT DID I EXPECT I FOUGHT 4 YEARS AND GOT MY FUNDING BACK NOW IT IS COSTING THE CCG A FORTUNE

CORRECTING THEIR ILL THOUGHT OUT PENNY PINCHING PLAN I HAVE NO CONTINUITY WITHING MY GP SERVICE I ONLY EVER SEE LOCUMS AND MY

CONSULTANTS ARE LIVID AS THEY SAY THE DOCTOR DOES NOT APPEAR TO READ THEIR LETTER TO TAKE BP AND BLOOD TESTS MEANING I END UP BACK IN HOSPITAL THEY STOPPED THE WELL MAN CLINIC WHERE MY HUSBAND AND

MAINONLY CARER WENT FOR A CHECK UP HE WAS TOLD IF YOU FEEL ILL MAKE AN APPOINTMENT HE IS THE TYPE NOT TO DO THAT WHY CAN THEY NOT SEE THE

FOOLHARDINESS OF THEIR SHORTSIGHTED IDEAS I FEAR FOR MY LIFE SOMETIMES I

AM VERY SCARED AND FRIGHTENED

Library database

Whatrsquos your approach

Discuss in groups the real-life enquiries that we have received

Where would you start searching

Who would you forward the enquirer onto

What kind of documents might hold this information

Enquiry A

What is the Kings Fund views on progress made since the Francis Report and concluding recommendations were published just over 4 years ago

Response A

The Kingrsquos Fund web site

The Francis inquiry report

Response A

Library database search

ldquoFrancis reportrdquo

Response A

Library database search

Mid Staffordshire

Feedback from enquirer

Is it now time to hold Jeremy Hunt and NHS England to account

Enquiry B

What is the value of what citizens do for their own health and wellbeing

Response BLibrary database

Subject search (suself-care and cost)

Response B

Self Care Forum

Estimates that GP consultations for minor ailments account for pound2bn per year

Response B

PAGB - Proprietary Association of Great Britain

PAGB (the trade association for medicines manufacturers) quote a similar figure of pound23bn annually for the costs of self-treatable conditions

Enquiry C

Information about the basis for GPs authorising repeat scripts Do GPs and pharmacies make more money from issuing scripts on a monthly or three monthly basis

Response C

The Kingrsquos Fund website

Prescribing and prescriptions management web page

Response C

Response CLibrary database

Subject search (surepeat prescriptions)

Feedback from enquirer

Thats absolutely brilliant Thanks so much for your prompt and full reply My wife occasionally contacted The Kingrsquos Fund when she was a district nurse and always held you in high regard

Enquiry D

How much tax and national insurance does the NHS workforce contribute

Response DNHS Employers

Agenda for Change pay scales and points April 2017

Response DNHS Digital

NHS workforce statistics ndash January 2017

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 5: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Anna-Maria

I HAVE MULTIPLE HEALTH PROBLEMS MY GP SERVICE WERE EXCELLENT UNTIL 2013 IT IS TERRIBLE MY CCG CUT MY FUNDING FOR LONDON HOSPITAL WHICH DEALS WITH MY RARE ILLNESS AND MULTIPLE DRUG ALLERGIES AS A CONSEQUENCE OF BEING

TOLD I HAD TO ACCESS THE SERVICES LOCALLY AND UNABLE TO MY HEALTH DETERIORATED I HAD STROKETEMPORAL ARTERITISNEURON

DISEASEPOLYMYALGIA RHEUMATICA MY BONES IN MY FOOT COLLAPSED I HAD A FALL FRACTURING MY WRISTTENDON DAMAGE THE LOCAL HOSPITALSERVICES TOLE

ME NOTHING WAS WRONG WITH ME I WAS 63 WHAT DID I EXPECT I FOUGHT 4 YEARS AND GOT MY FUNDING BACK NOW IT IS COSTING THE CCG A FORTUNE

CORRECTING THEIR ILL THOUGHT OUT PENNY PINCHING PLAN I HAVE NO CONTINUITY WITHING MY GP SERVICE I ONLY EVER SEE LOCUMS AND MY

CONSULTANTS ARE LIVID AS THEY SAY THE DOCTOR DOES NOT APPEAR TO READ THEIR LETTER TO TAKE BP AND BLOOD TESTS MEANING I END UP BACK IN HOSPITAL THEY STOPPED THE WELL MAN CLINIC WHERE MY HUSBAND AND

MAINONLY CARER WENT FOR A CHECK UP HE WAS TOLD IF YOU FEEL ILL MAKE AN APPOINTMENT HE IS THE TYPE NOT TO DO THAT WHY CAN THEY NOT SEE THE

FOOLHARDINESS OF THEIR SHORTSIGHTED IDEAS I FEAR FOR MY LIFE SOMETIMES I

AM VERY SCARED AND FRIGHTENED

Library database

Whatrsquos your approach

Discuss in groups the real-life enquiries that we have received

Where would you start searching

Who would you forward the enquirer onto

What kind of documents might hold this information

Enquiry A

What is the Kings Fund views on progress made since the Francis Report and concluding recommendations were published just over 4 years ago

Response A

The Kingrsquos Fund web site

The Francis inquiry report

Response A

Library database search

ldquoFrancis reportrdquo

Response A

Library database search

Mid Staffordshire

Feedback from enquirer

Is it now time to hold Jeremy Hunt and NHS England to account

Enquiry B

What is the value of what citizens do for their own health and wellbeing

Response BLibrary database

Subject search (suself-care and cost)

Response B

Self Care Forum

Estimates that GP consultations for minor ailments account for pound2bn per year

Response B

PAGB - Proprietary Association of Great Britain

PAGB (the trade association for medicines manufacturers) quote a similar figure of pound23bn annually for the costs of self-treatable conditions

Enquiry C

Information about the basis for GPs authorising repeat scripts Do GPs and pharmacies make more money from issuing scripts on a monthly or three monthly basis

Response C

The Kingrsquos Fund website

Prescribing and prescriptions management web page

Response C

Response CLibrary database

Subject search (surepeat prescriptions)

Feedback from enquirer

Thats absolutely brilliant Thanks so much for your prompt and full reply My wife occasionally contacted The Kingrsquos Fund when she was a district nurse and always held you in high regard

Enquiry D

How much tax and national insurance does the NHS workforce contribute

Response DNHS Employers

Agenda for Change pay scales and points April 2017

Response DNHS Digital

NHS workforce statistics ndash January 2017

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 6: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Library database

Whatrsquos your approach

Discuss in groups the real-life enquiries that we have received

Where would you start searching

Who would you forward the enquirer onto

What kind of documents might hold this information

Enquiry A

What is the Kings Fund views on progress made since the Francis Report and concluding recommendations were published just over 4 years ago

Response A

The Kingrsquos Fund web site

The Francis inquiry report

Response A

Library database search

ldquoFrancis reportrdquo

Response A

Library database search

Mid Staffordshire

Feedback from enquirer

Is it now time to hold Jeremy Hunt and NHS England to account

Enquiry B

What is the value of what citizens do for their own health and wellbeing

Response BLibrary database

Subject search (suself-care and cost)

Response B

Self Care Forum

Estimates that GP consultations for minor ailments account for pound2bn per year

Response B

PAGB - Proprietary Association of Great Britain

PAGB (the trade association for medicines manufacturers) quote a similar figure of pound23bn annually for the costs of self-treatable conditions

Enquiry C

Information about the basis for GPs authorising repeat scripts Do GPs and pharmacies make more money from issuing scripts on a monthly or three monthly basis

Response C

The Kingrsquos Fund website

Prescribing and prescriptions management web page

Response C

Response CLibrary database

Subject search (surepeat prescriptions)

Feedback from enquirer

Thats absolutely brilliant Thanks so much for your prompt and full reply My wife occasionally contacted The Kingrsquos Fund when she was a district nurse and always held you in high regard

Enquiry D

How much tax and national insurance does the NHS workforce contribute

Response DNHS Employers

Agenda for Change pay scales and points April 2017

Response DNHS Digital

NHS workforce statistics ndash January 2017

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 7: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Whatrsquos your approach

Discuss in groups the real-life enquiries that we have received

Where would you start searching

Who would you forward the enquirer onto

What kind of documents might hold this information

Enquiry A

What is the Kings Fund views on progress made since the Francis Report and concluding recommendations were published just over 4 years ago

Response A

The Kingrsquos Fund web site

The Francis inquiry report

Response A

Library database search

ldquoFrancis reportrdquo

Response A

Library database search

Mid Staffordshire

Feedback from enquirer

Is it now time to hold Jeremy Hunt and NHS England to account

Enquiry B

What is the value of what citizens do for their own health and wellbeing

Response BLibrary database

Subject search (suself-care and cost)

Response B

Self Care Forum

Estimates that GP consultations for minor ailments account for pound2bn per year

Response B

PAGB - Proprietary Association of Great Britain

PAGB (the trade association for medicines manufacturers) quote a similar figure of pound23bn annually for the costs of self-treatable conditions

Enquiry C

Information about the basis for GPs authorising repeat scripts Do GPs and pharmacies make more money from issuing scripts on a monthly or three monthly basis

Response C

The Kingrsquos Fund website

Prescribing and prescriptions management web page

Response C

Response CLibrary database

Subject search (surepeat prescriptions)

Feedback from enquirer

Thats absolutely brilliant Thanks so much for your prompt and full reply My wife occasionally contacted The Kingrsquos Fund when she was a district nurse and always held you in high regard

Enquiry D

How much tax and national insurance does the NHS workforce contribute

Response DNHS Employers

Agenda for Change pay scales and points April 2017

Response DNHS Digital

NHS workforce statistics ndash January 2017

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 8: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Enquiry A

What is the Kings Fund views on progress made since the Francis Report and concluding recommendations were published just over 4 years ago

Response A

The Kingrsquos Fund web site

The Francis inquiry report

Response A

Library database search

ldquoFrancis reportrdquo

Response A

Library database search

Mid Staffordshire

Feedback from enquirer

Is it now time to hold Jeremy Hunt and NHS England to account

Enquiry B

What is the value of what citizens do for their own health and wellbeing

Response BLibrary database

Subject search (suself-care and cost)

Response B

Self Care Forum

Estimates that GP consultations for minor ailments account for pound2bn per year

Response B

PAGB - Proprietary Association of Great Britain

PAGB (the trade association for medicines manufacturers) quote a similar figure of pound23bn annually for the costs of self-treatable conditions

Enquiry C

Information about the basis for GPs authorising repeat scripts Do GPs and pharmacies make more money from issuing scripts on a monthly or three monthly basis

Response C

The Kingrsquos Fund website

Prescribing and prescriptions management web page

Response C

Response CLibrary database

Subject search (surepeat prescriptions)

Feedback from enquirer

Thats absolutely brilliant Thanks so much for your prompt and full reply My wife occasionally contacted The Kingrsquos Fund when she was a district nurse and always held you in high regard

Enquiry D

How much tax and national insurance does the NHS workforce contribute

Response DNHS Employers

Agenda for Change pay scales and points April 2017

Response DNHS Digital

NHS workforce statistics ndash January 2017

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 9: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Response A

The Kingrsquos Fund web site

The Francis inquiry report

Response A

Library database search

ldquoFrancis reportrdquo

Response A

Library database search

Mid Staffordshire

Feedback from enquirer

Is it now time to hold Jeremy Hunt and NHS England to account

Enquiry B

What is the value of what citizens do for their own health and wellbeing

Response BLibrary database

Subject search (suself-care and cost)

Response B

Self Care Forum

Estimates that GP consultations for minor ailments account for pound2bn per year

Response B

PAGB - Proprietary Association of Great Britain

PAGB (the trade association for medicines manufacturers) quote a similar figure of pound23bn annually for the costs of self-treatable conditions

Enquiry C

Information about the basis for GPs authorising repeat scripts Do GPs and pharmacies make more money from issuing scripts on a monthly or three monthly basis

Response C

The Kingrsquos Fund website

Prescribing and prescriptions management web page

Response C

Response CLibrary database

Subject search (surepeat prescriptions)

Feedback from enquirer

Thats absolutely brilliant Thanks so much for your prompt and full reply My wife occasionally contacted The Kingrsquos Fund when she was a district nurse and always held you in high regard

Enquiry D

How much tax and national insurance does the NHS workforce contribute

Response DNHS Employers

Agenda for Change pay scales and points April 2017

Response DNHS Digital

NHS workforce statistics ndash January 2017

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 10: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Response A

Library database search

ldquoFrancis reportrdquo

Response A

Library database search

Mid Staffordshire

Feedback from enquirer

Is it now time to hold Jeremy Hunt and NHS England to account

Enquiry B

What is the value of what citizens do for their own health and wellbeing

Response BLibrary database

Subject search (suself-care and cost)

Response B

Self Care Forum

Estimates that GP consultations for minor ailments account for pound2bn per year

Response B

PAGB - Proprietary Association of Great Britain

PAGB (the trade association for medicines manufacturers) quote a similar figure of pound23bn annually for the costs of self-treatable conditions

Enquiry C

Information about the basis for GPs authorising repeat scripts Do GPs and pharmacies make more money from issuing scripts on a monthly or three monthly basis

Response C

The Kingrsquos Fund website

Prescribing and prescriptions management web page

Response C

Response CLibrary database

Subject search (surepeat prescriptions)

Feedback from enquirer

Thats absolutely brilliant Thanks so much for your prompt and full reply My wife occasionally contacted The Kingrsquos Fund when she was a district nurse and always held you in high regard

Enquiry D

How much tax and national insurance does the NHS workforce contribute

Response DNHS Employers

Agenda for Change pay scales and points April 2017

Response DNHS Digital

NHS workforce statistics ndash January 2017

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 11: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Response A

Library database search

Mid Staffordshire

Feedback from enquirer

Is it now time to hold Jeremy Hunt and NHS England to account

Enquiry B

What is the value of what citizens do for their own health and wellbeing

Response BLibrary database

Subject search (suself-care and cost)

Response B

Self Care Forum

Estimates that GP consultations for minor ailments account for pound2bn per year

Response B

PAGB - Proprietary Association of Great Britain

PAGB (the trade association for medicines manufacturers) quote a similar figure of pound23bn annually for the costs of self-treatable conditions

Enquiry C

Information about the basis for GPs authorising repeat scripts Do GPs and pharmacies make more money from issuing scripts on a monthly or three monthly basis

Response C

The Kingrsquos Fund website

Prescribing and prescriptions management web page

Response C

Response CLibrary database

Subject search (surepeat prescriptions)

Feedback from enquirer

Thats absolutely brilliant Thanks so much for your prompt and full reply My wife occasionally contacted The Kingrsquos Fund when she was a district nurse and always held you in high regard

Enquiry D

How much tax and national insurance does the NHS workforce contribute

Response DNHS Employers

Agenda for Change pay scales and points April 2017

Response DNHS Digital

NHS workforce statistics ndash January 2017

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 12: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Feedback from enquirer

Is it now time to hold Jeremy Hunt and NHS England to account

Enquiry B

What is the value of what citizens do for their own health and wellbeing

Response BLibrary database

Subject search (suself-care and cost)

Response B

Self Care Forum

Estimates that GP consultations for minor ailments account for pound2bn per year

Response B

PAGB - Proprietary Association of Great Britain

PAGB (the trade association for medicines manufacturers) quote a similar figure of pound23bn annually for the costs of self-treatable conditions

Enquiry C

Information about the basis for GPs authorising repeat scripts Do GPs and pharmacies make more money from issuing scripts on a monthly or three monthly basis

Response C

The Kingrsquos Fund website

Prescribing and prescriptions management web page

Response C

Response CLibrary database

Subject search (surepeat prescriptions)

Feedback from enquirer

Thats absolutely brilliant Thanks so much for your prompt and full reply My wife occasionally contacted The Kingrsquos Fund when she was a district nurse and always held you in high regard

Enquiry D

How much tax and national insurance does the NHS workforce contribute

Response DNHS Employers

Agenda for Change pay scales and points April 2017

Response DNHS Digital

NHS workforce statistics ndash January 2017

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 13: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Enquiry B

What is the value of what citizens do for their own health and wellbeing

Response BLibrary database

Subject search (suself-care and cost)

Response B

Self Care Forum

Estimates that GP consultations for minor ailments account for pound2bn per year

Response B

PAGB - Proprietary Association of Great Britain

PAGB (the trade association for medicines manufacturers) quote a similar figure of pound23bn annually for the costs of self-treatable conditions

Enquiry C

Information about the basis for GPs authorising repeat scripts Do GPs and pharmacies make more money from issuing scripts on a monthly or three monthly basis

Response C

The Kingrsquos Fund website

Prescribing and prescriptions management web page

Response C

Response CLibrary database

Subject search (surepeat prescriptions)

Feedback from enquirer

Thats absolutely brilliant Thanks so much for your prompt and full reply My wife occasionally contacted The Kingrsquos Fund when she was a district nurse and always held you in high regard

Enquiry D

How much tax and national insurance does the NHS workforce contribute

Response DNHS Employers

Agenda for Change pay scales and points April 2017

Response DNHS Digital

NHS workforce statistics ndash January 2017

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 14: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Response BLibrary database

Subject search (suself-care and cost)

Response B

Self Care Forum

Estimates that GP consultations for minor ailments account for pound2bn per year

Response B

PAGB - Proprietary Association of Great Britain

PAGB (the trade association for medicines manufacturers) quote a similar figure of pound23bn annually for the costs of self-treatable conditions

Enquiry C

Information about the basis for GPs authorising repeat scripts Do GPs and pharmacies make more money from issuing scripts on a monthly or three monthly basis

Response C

The Kingrsquos Fund website

Prescribing and prescriptions management web page

Response C

Response CLibrary database

Subject search (surepeat prescriptions)

Feedback from enquirer

Thats absolutely brilliant Thanks so much for your prompt and full reply My wife occasionally contacted The Kingrsquos Fund when she was a district nurse and always held you in high regard

Enquiry D

How much tax and national insurance does the NHS workforce contribute

Response DNHS Employers

Agenda for Change pay scales and points April 2017

Response DNHS Digital

NHS workforce statistics ndash January 2017

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 15: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Response B

Self Care Forum

Estimates that GP consultations for minor ailments account for pound2bn per year

Response B

PAGB - Proprietary Association of Great Britain

PAGB (the trade association for medicines manufacturers) quote a similar figure of pound23bn annually for the costs of self-treatable conditions

Enquiry C

Information about the basis for GPs authorising repeat scripts Do GPs and pharmacies make more money from issuing scripts on a monthly or three monthly basis

Response C

The Kingrsquos Fund website

Prescribing and prescriptions management web page

Response C

Response CLibrary database

Subject search (surepeat prescriptions)

Feedback from enquirer

Thats absolutely brilliant Thanks so much for your prompt and full reply My wife occasionally contacted The Kingrsquos Fund when she was a district nurse and always held you in high regard

Enquiry D

How much tax and national insurance does the NHS workforce contribute

Response DNHS Employers

Agenda for Change pay scales and points April 2017

Response DNHS Digital

NHS workforce statistics ndash January 2017

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 16: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Response B

PAGB - Proprietary Association of Great Britain

PAGB (the trade association for medicines manufacturers) quote a similar figure of pound23bn annually for the costs of self-treatable conditions

Enquiry C

Information about the basis for GPs authorising repeat scripts Do GPs and pharmacies make more money from issuing scripts on a monthly or three monthly basis

Response C

The Kingrsquos Fund website

Prescribing and prescriptions management web page

Response C

Response CLibrary database

Subject search (surepeat prescriptions)

Feedback from enquirer

Thats absolutely brilliant Thanks so much for your prompt and full reply My wife occasionally contacted The Kingrsquos Fund when she was a district nurse and always held you in high regard

Enquiry D

How much tax and national insurance does the NHS workforce contribute

Response DNHS Employers

Agenda for Change pay scales and points April 2017

Response DNHS Digital

NHS workforce statistics ndash January 2017

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 17: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Enquiry C

Information about the basis for GPs authorising repeat scripts Do GPs and pharmacies make more money from issuing scripts on a monthly or three monthly basis

Response C

The Kingrsquos Fund website

Prescribing and prescriptions management web page

Response C

Response CLibrary database

Subject search (surepeat prescriptions)

Feedback from enquirer

Thats absolutely brilliant Thanks so much for your prompt and full reply My wife occasionally contacted The Kingrsquos Fund when she was a district nurse and always held you in high regard

Enquiry D

How much tax and national insurance does the NHS workforce contribute

Response DNHS Employers

Agenda for Change pay scales and points April 2017

Response DNHS Digital

NHS workforce statistics ndash January 2017

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 18: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Response C

The Kingrsquos Fund website

Prescribing and prescriptions management web page

Response C

Response CLibrary database

Subject search (surepeat prescriptions)

Feedback from enquirer

Thats absolutely brilliant Thanks so much for your prompt and full reply My wife occasionally contacted The Kingrsquos Fund when she was a district nurse and always held you in high regard

Enquiry D

How much tax and national insurance does the NHS workforce contribute

Response DNHS Employers

Agenda for Change pay scales and points April 2017

Response DNHS Digital

NHS workforce statistics ndash January 2017

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 19: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Response C

Response CLibrary database

Subject search (surepeat prescriptions)

Feedback from enquirer

Thats absolutely brilliant Thanks so much for your prompt and full reply My wife occasionally contacted The Kingrsquos Fund when she was a district nurse and always held you in high regard

Enquiry D

How much tax and national insurance does the NHS workforce contribute

Response DNHS Employers

Agenda for Change pay scales and points April 2017

Response DNHS Digital

NHS workforce statistics ndash January 2017

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 20: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Response CLibrary database

Subject search (surepeat prescriptions)

Feedback from enquirer

Thats absolutely brilliant Thanks so much for your prompt and full reply My wife occasionally contacted The Kingrsquos Fund when she was a district nurse and always held you in high regard

Enquiry D

How much tax and national insurance does the NHS workforce contribute

Response DNHS Employers

Agenda for Change pay scales and points April 2017

Response DNHS Digital

NHS workforce statistics ndash January 2017

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 21: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Feedback from enquirer

Thats absolutely brilliant Thanks so much for your prompt and full reply My wife occasionally contacted The Kingrsquos Fund when she was a district nurse and always held you in high regard

Enquiry D

How much tax and national insurance does the NHS workforce contribute

Response DNHS Employers

Agenda for Change pay scales and points April 2017

Response DNHS Digital

NHS workforce statistics ndash January 2017

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 22: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Enquiry D

How much tax and national insurance does the NHS workforce contribute

Response DNHS Employers

Agenda for Change pay scales and points April 2017

Response DNHS Digital

NHS workforce statistics ndash January 2017

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 23: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Response DNHS Employers

Agenda for Change pay scales and points April 2017

Response DNHS Digital

NHS workforce statistics ndash January 2017

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 24: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Response DNHS Digital

NHS workforce statistics ndash January 2017

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 25: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Feedback from enquirer

Based on some almost laughably crude calculations - using numbers that were easily available online - I estimated that the roughly 700000 staff would pay at least pound6 billion tax on their wages

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 26: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Enquiry E

I am trying to obtain the annual value of consumers expenditure on health in UK and the breakdown within that

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 27: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Response EFull Facts website

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 28: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Response E

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 29: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Response E

Librarian Enquirer

Just to clarify ndash are you looking for a figure on

what individuals spend on preventative

activities or what health services could

save with greater use of preventive measures

I am looking at the time value and costs of what

individuals spend on prevention

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 30: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Response E

Pricewaterhouse Cooper report on consumer spending on health and wellness

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 31: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Response E

Public Health England

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 32: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Response E

Office for National statistics

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 33: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Top tips

Find out at the beginning what they want to know

Think about the use of language

If you donrsquot know the answer signpost to others who do

Be compassionate

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568

Page 34: Dealing with patient and public enquiries · Dealing with patient and public enquiries Deena Maggs Head of Information and Knowledge Services. Our challenges with public enquiries

Contact us

librarykingsfundorguk

kingsfund_lib

020 7307 2568


Recommended