Glossary of Terms

To help keep thing simple, we have put together a glossary covering most of the terms used through our website. Should you need more information, please contact us directly.

9 Protected Characteristics

Protected Characteristics are personal characteristics protected by law including; Age, Disability, Gender Reassignment, Marriage and Civil Partnerships, Pregnancy and Maternity, Race, Religion and Belief, Sex and Sexual Orientation.


Authorised Representatives are Healthwatch Leicester and Healthwatch Leicestershire who have undergone specialised training to be able to undertake Enter & View visits at a range of locations.

Calidcott Guardian

A Caldicott Guardian is a senior person responsible for protecting the confidentiality of patient and service-user information and enabling appropriate information-sharing.


Child and Adolescent Mental Health Services are specialist NHS services. They offer assessment and treatment when children and young people have emotional, behavioural or mental health difficulties.


Clinical Commissioning Groups are responsible for implementing the commissioning roles as set out in the Health and Social Care Act, they commission Health and Social Care Services.


Community Outreach Leads help to represent the Healthwatch Leicester and Healthwatch Leicestershire brand across the county. They undertake engagement activities in geographical areas and on specialist topics.


Community Interest Company is an organisation that uses its profits for public good.


Clinical Priorities Advisory Group. CPAG makes recommendations to NHS England’s Directly Commissioned Services Committee on the commissioning of direct services.


Care Quality Commission was established in 2009 to regulate and inspect health and social care services in England. It was formed from three predecessor organisations.


Customer Relationship Management software allows us to easily provide information to our contacts, Members and Champions.


Commissioning Support Units support Clinical Commissioning Groups by providing business intelligence, health and clinical procurement services, as well as back-office administrative functions, including contract management.

Domiciliary Care

Help and care provided in the patients own home to enable them to live more independently.


Engaging Communities Staffordshire is the not for profit Community Interest Company that delivers Healthwatch Leicester and Healthwatch Leicestershire contract.

Equality Delivery System

The Equality Delivery System is designed to support the NHS in providing fair services to patients.


Healthwatch Advisory Board. The HAB supports the Engaging Communities Staffordshire Board and provides guidance on Healthwatch priorities as part of ECS governance.

Healthwatch England

Healthwatch England is the national independent champion for consumers of Health and Social Care.

Investing in Volunteers

Investing in Volunteers (IiV) is the UK quality standard for good practice in volunteer management.


KPMG is a leading provider of professional services including audit, tax and advisory services.

Mindful Employer

Mindful Employer represents our commitment to good practice and support when it comes to employees who declare mental health issues.


Monitor is the sector regulator for health services in England, Monitor’s job is to make the health sector work better for patients.


Market Research Society is a research association that encourages best practice and ethics in research.

NHS England

NHS England oversees the budget, planning, delivery and day-to-day operation of the commissioning side of the NHS.


Orthotics is the medical speciality concerned with artificial devices that aid in the support of a jointed part of the body.


Parliamentary and Health Service Ombudsman make final decisions on complaints against the NHS.


Question and Answer.

Seldom Heard

Those who may experience barriers to accessing services and may otherwise not be represented.


Trust Development Authority provides support, oversight and governance for all NHS Trusts.


Trust Special Administrator is appointed by Monitor to take control of an NHS Trust’s affairs in cases of financial or service unsustainability.


University Hospitals of Leicester NHS Trust serving the one million residents of Leicester, Leicestershire and Rutland – and increasingly specialist services over a much wider area.

You’re Welcome

You’re Welcome is the national initiative to develop quality criteria to ensure a “young person friendly” delivery of services.

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