Complaints

We consider complaints to be an opportunity to reflect and learn from the experience of an individual using our service. We welcome feedback about our services and the decisions we have made.

Equality and diversity

We are committed to leading and promoting diversity, equal opportunities and supporting human rights in terms of the commissioning of services for the community and as a leading employer.

All employees have a personal responsibility to support the equal and fair treatment of colleagues and ensure people are treated consistently in a non-discriminatory manner. We must ensure our activity and services do not discriminate, and where possible promote equal opportunities.

We have signed up to the Mindful Employer initiative, which is run by Workways. This is a long term pledge and with the right support, people with mental health issues can and do stay in work and can be a real asset to our business.

Freedom of Information

The Freedom of Information Act is a statutory requirement on all public authorities to provide open and transparent information regarding the way it conducts business and the decisions it makes. Anyone can make a request of NHS Kernow to provide information and this does not need to refer to the Act in order for us to treat it as a request. Find out how to make an Freedom of Information request.

Individual funding requests

We have a statutory duty to provide comprehensive healthcare within the resources available. This legal requirement means some hard choices have to be made. Not all treatments can be provided by the NHS. Information on what treatments we do and do not routinely fund can be found in our treatment policies.

An individual funding request is an application to fund healthcare which falls outside the range of services and treatments which are routinely commissioned. These requests are considered by a panel which considers evidence of clinical and cost effectiveness, as well as equity for the whole population.

Information governance

We hold large amounts of personal data in order to employ staff and commission appropriate care for the population of Cornwall and the Isles of Scilly.

If you would like to know more about the information we hold or how we protect the personal information we process visit our information governance pages. This includes information on our data protection officer and how to contact them.

You can also request copies of your personal data through our subject access request process.

Risk management

Risk management is the process of identifying, assessing and managing all risks. All organisations work with varying risks on a daily basis. Some of these are easily managed, others require longer term or more strategic action. A consistent approach to risks is critical in ensuring they are managed appropriately.

We are committed to the principles of effective risk management to avoid or limit unnecessary risks to people who use the services we commission, staff, contractors, the public, other stakeholders, the organisations finances, assets, organisational objectives and reputation.

Our risk management policy and strategy (PDF, 449 KB) includes definitions and guidance on risk assessment and scoring. We record, manage and report on risks using an internally developed system known as IRIS.

Contact us

For more information on corporate governance, please email kccg.corporategovernance@nhs.net