Complaints Matter: Improving Complaints Handling (BBC News / CQC)

Summary

The Care Quality Commission’s “Complaints Matter” report identifies variations in how complaints are handled throughout the NHS, primary care and adult social care services in England. The regulator wants complaints about health and social care to be encouraged and taken seriously, instead of being met with defensiveness. Hospital complaints handling will feature as an important component of CQC inspections regimes.

“From now on, all our inspection reports will include a description of how complaints and concerns are handled”. (p.39)

Topics covered in this report include:

  • Complaints and concerns matter to CQC.
    • Complaints in CQC’s new approach to regulation.
    • Intelligent Monitoring.
    • Inspection.
    • Requiring and encouraging improvement.
    • Concerns raised by staff (whistleblowing).
  • The state of complaints in health and social care services.
    • NHS acute, mental health and community health services.
    • Adult social care and primary care services.

Full Text Link

Reference

‘Take care complaints more seriously,’ regulator says. London: BBC Health News, December 7th 2014.

This relates to:

Full Text Link

Reference

Complaints matter. London: Care Quality Commission (CQC), December 5th 2014.

Advertisements

About Dementia and Elderly Care News

Dementia and Elderly Care News. Wolverhampton Medical Institute: WMI. (jh)
This entry was posted in Acute Hospitals, BBC News, Commissioning, Community Care, CQC: Care Quality Commission, For Carers (mostly), For Doctors (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), In the News, Management of Condition, National, NHS, Patient Care Pathway, Person-Centred Care, Quick Insights, Standards, UK, Universal Interest and tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , . Bookmark the permalink.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s