Family, friends, supporters - ‘Our Partners in Care’ - ‘Carers’

Anyone may be able to identify as a carer. Carers come from all walks of life, all cultures and can be of any age. Many feel they are doing what anyone else would do in the same situation, looking after their relative, friend, neighbour and just getting on with it.  

The key is to think about whether the same level of care and support is needed for everyone who is at the same age or stage in their life, or whether a bit more is required for someone because they find managing everyday life tasks more challenging than others for some reason.  

The Carers Trust describes a carer as “anyone who cares, unpaid, for a friend or family member who due to illness, disability, a mental health problem or an addiction cannot cope without their support".  

If someone is receiving NSFT services, then they are experiencing significant challenges. While NSFT provides the professional care and treatment needed, people also tend to need ‘informal/unpaid care and support’ too, for example, reminders and help to get to appointments, to collect and manage medication, emotional support, prompts about self-care and eating, managing finances, engaging socially. People providing such unpaid support can be considered as ‘carers.’ 

NHS and Social Care professionals have a responsibility to identify Carers, discussing with potential Carers they see them as such and should record they have done this and any actions taken. 

Quick links and information

Raising concerns

If you have concerns about the care or support being provided, there are several ways to raise them:

  1. Speak to the service first
    Your first point of contact should be the team supporting the person you care for. They are best placed to help address your concerns quickly.
  2. Contact the Trust’s Carer or Q and A inbox
    If your concern is not resolved, you can contact the Trust’s central enquiry or carers email inbox for further support. The inbox is monitored between, Monday - Friday 09:00 - 17:00 (excluding bank holidays). A response can be expected as soon as possible and they aim to reply within 5 working days. This timeframe is necessary as the team often liaise with internal services to ensure they provide the correct response. 
  3. Make a complaint
    If you still feel your concern has not been addressed, you can raise this formally through the Trust’s complaints process.
  4. Further escalation
    If needed, concerns can be escalated through appropriate channels (such as PALS or senior roles within the Trust).

Carer related roles in NSFT

Carer Ambassador

This is a team and ward based role. Our ambition is to have a Carer Ambassador in every team.

Supported by the Carer Officer and Carer Facilitator, Carer Ambassadors help implement the Triangle of Care by: 

  • Promoting carer‑inclusive practice among colleagues. 
  • Encouraging carer involvement from admission to discharge. 
  • Sharing information and signposting carers to support services. 
  • Attending Triangle of Care (ToC) workgroup meetings and facilitating carer groups. 
  • Acting as a link between clinical teams, carers, and wider organisational initiatives. 

Trust-wide Carer Officer

Roles within Corporate Services - Patient Experience Directorate.

Working under the guidance of the Carer Facilitator, the Carer Officer provides operational support by: 

  • Acting as a key contact for teams, carers, and partner organisations. 
  • Providing advice on complex cases and ensuring carer perspectives inform care planning. 
  • Supporting carers involved in co‑production and service development. 
  • Helping localities establish and sustain carer support groups. 
  • Co‑facilitating psycho‑education and carer wellbeing courses with the Recovery College

Trust-wide Carer Facilitator

Roles within Corporate Services - Patient Experience Directorate.

Reporting to the Senior Patient Experience Manager, this strategic non‑clinical role strengthens carer involvement across the Trust by: 

  • Embedding the Triangle of Care within policies, strategies, and service redesign. 
  • Influencing clinical practice to ensure carers’ voices shape decision‑making. 
  • Supporting staff in engaging effectively with carers, including in sensitive cases. 
  • Monitoring outcomes to demonstrate impact and drive improvement. 
  • Acting as a strategic link between carers, forums, locality hubs, and senior leadership. 

Patient Experience Senior Manager

Roles within Corporate Services - Patient Experience Directorate.

Reporting to Director of Patient Experience who provides strategic and operational leadership for service user and carer experience. 

  • Lead Trust work on co‑production, peer support, involvement, volunteering, and recovery‑focused education. 
  • Manage and provide strategic oversight of the Recovery College, Peer
  • Support, Voluntary Services, and the Participation & Co‑production Team
  • Develop and implement Trust‑wide strategies, policies, and improvement initiatives. 
  • Enhance patient and carer experience, inclusion, and involvement. 
    Support the development of a co‑productive culture across the Trust. 

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