The Care Quality Commission (CQC) has published further findings about sustaining improvement, based on the positive examples from four case studies, including:
- Cambridge University Hospitals NHS Foundation Trust.
- East Lancashire Hospitals NHS Trust.
- North Staffordshire Combined Healthcare NHS Trust.
- Lincolnshire Partnership NHS Foundation Trust.
Common themes are:
- Formal Quality Improvement (QI) programmes in place.
- Self-evaluation, assurance and accreditation.
- Continuing focus on leadership.
- Recruitment and retention.
- Involvement with the wider local system.
Sustaining improvement – the stories of four hospital trusts. [Online]: Care Quality Commission (CQC), March 5th 2020.
There is a series of Driving Improvement reports, relating to different health and care settings.
July 2020 Update
The Independent Medicines and Medical Devices Safety Review (Baroness Cumberlege) report, First Do No Harm: the report of the Independent Medicines and Medical Devices Safety Review, tends to make a lot of the fundamental principles ring hollow.
Further Developments on Complaints Handling in the NHS and Government Departments (PHSO)
The House of Commons Select Committee on Public Administration and Constitutional Affairs (PACAC) directed the Parliamentary and Health Service Ombudsman (PHSO) to review front-line complaints systems. Key sections in the PHSO report comprise:
- Promoting a learning and improvement culture.
- Positively seeking feedback.
- Being thorough and fair.
- A unified vision for good complaint handling.
- Next steps.
- Issues for Parliament to consider.
Making complaints count: supporting complaints handling in the NHS and UK Government departments. Ordered by the House of Commons to be printed on 15 July 2020. London: Parliamentary and Health Service Ombudsman (PHSO), July 15th 2020. HC 390. ISBN 978-1-5286-2066-6.
There is also an Executive Summary.
The need for greater consistency in complaint handling will be achieved using a Complaint Standards Framework (under development and public consultation).
Complaint Standards Framework: Summary of core expectations for NHS organisations and staff. Public consultation version. London: Parliamentary and Health Service Ombudsman (PHSO), July 2020.