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Tag Archives: Complaints
More on Complaints Handling in the NHS (BBC News / PHSO / NHS England / Patients’ Association)
Summary Research commissioned by the Parliamentary and Health Service Ombudsman (PHSO) indicates that around only one-third of people who experience poor service from public bodies, including the NHS, in England actually make a complaint. Common reasons for not to complaining … Continue reading
Posted in Acute Hospitals, BBC News, Commissioning, Community Care, CQC: Care Quality Commission, Department of Health, For Carers (mostly), For Doctors (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), In the News, National, NHS England, Patient Care Pathway, Patients Association, Person-Centred Care, Quick Insights, Standards, Statistics, UK
Tagged Anna Bradley: Chairwoman of Healthwatch England, BBC Health News, Care Quality Commission (CQC), Comments and Complaints, Commissioning Bodies, Communication With PHSO Too Time-Consuming, Compassionate Care, Compassionate Complaints Handling System, Complainant and Non-Complainant Survey (PHSO), Complaint Themes, Complaints, Complaints About Acute Trusts (2014-15) Report, Complaints About Acute Trusts in England, Complaints Advocacy, Complaints Handling, Complaints Support Services, Consumer Experiences of Health and Social Care, Culture, Culture Change, Culture of Candour, Customer Contact & Complaints, Dame Julie Mellor: Parliamentary and Health Ombudsman Service, Defensive Culture: Deny Delay Defend and Deceive, Dismissive or Insensitive Attitude of PHSO Assessors / Investigators (Alleged), Effective Complaints Handling, End-User Experience, Experiences, Fear of Raising Concerns About Care, Feeling In the Wrong When Complaining, Formal Complaints, Formal Complaints Process, Future for Health and Social Care Complaints Handling, Governance, Health and Social Care Complaints System, Healthwatch England, Hospital Complaints, Katherine Murphy: Chief Executive of the Patients Association, Kerry Thompson: NHS England Senior Customer Service Centre Manager, Negative Culture: Deny Delay Defend and Deceive, Negative Experiences of Care, NHS and Local Authority Red Tape, NHS Complaints Advocacy, NHS Complaints Process, NHS England Complaints Policy, NHS England National Customer Contact Centre, NHS Governance and Accountability, NHS Governance in Complaints Handling (PHSO), NHS Governance of Complaints Handling, NHS Hospital Complaints, NHS Hospital Complaints System, No Apology, Openness, Openness and Transparency, Parliamentary and Health Service Ombudsman, Parliamentary and Health Service Ombudsman (PHSO), Parliamentary and Health Service Ombudsman: Labyrinth of Bureaucracy (Patients Association), Patient Complaints, Patient Complaints Handling, Patient Experience, Patient Experiences of Complaints Handling, Patients Association, Patients Association Findings from November 2014 PHSO Report, Patients Feel Completely Let Down, Patients Feel Emotionally Debilitated, Patients Made to Feel In the Wrong For Complaining, Patients Not Listened To or Not Believed, PHSO Failure to Challenge NHS Organisations (Alleged), PHSO Recommendations are Ineffective (Allegation), PHSO: Alleged to Overlook or Ignore Evidence, Principles of Good Complaint Handling, Public Services Complaints, Quality Improvement, Raising Concerns, Raising Concerns Policy, Raising Standards, Reducing Complexity, Reluctance to Raise Concerns About Care, Scope of Complaints Narrowed (Allegation), Service User Experience, Sir Robert Francis QC, Speaking Up: Resolving NHS Complaints and Preventing Problems Recurring, Statutory Duty of Candour, Sub-Standard Final Complaints Reports, Table of Complaints About Acute Trusts (2014-15), Themes of Complaints (For PHSO Reflection), Transparency, Transparency and Accountability, Transparent Learning Culture, User Complaints, User Experience, User-Led Vision for Raising Concerns and Complaints, User-Led Vision of the Complaints System, Valuing Complaints
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Over-Complexity and Muddle in Patient Complaints Handling (BBC News / Healthwatch England)
Summary Healthwatch England has reviewed the patient complaints handling system for the NHS in England. Healthwatch England concludes that it is “hopelessly complicated” and in need of an overhaul, if patient confusion is to be reduced. There are up to … Continue reading
Posted in Acute Hospitals, BBC News, Commissioning, Community Care, For Carers (mostly), For Doctors (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), In the News, National, NHS, NHS England, Patient Care Pathway, Quick Insights, Standards, UK, Universal Interest
Tagged Accessing Formal Complaints System, BBC Health News, Care Homes, Care Quality Commission (CQC), Commissioning Bodies, Complaints, Complaints Handling, Complaints Support Services, Courts and Committees, Experiences, Fear of Raising Concerns About Care, Formal Complaints Process, GP Practices, Healthwatch England, Hospital Complaints, Inspectorates, NHS Complaints Advocacy, NHS Complaints Process, NHS Regulation, NHS Written Complaints, Openness and Transparency, Parliamentary and Health Service Ombudsman, Patient Complaints, Patient Complaints Handling, Patient Experience, Raising Concerns, Regulators, Regulators Sharing Information, Review of NHS Complaints System, Service User Experience, Transparency, Transparency and Accountability, Transparent Learning Culture, User Complaints, User Experience
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CQC Monitoring of the Mental Health Act (BBC News / CQC)
Summary The number of people in England detained under the Mental Health Act has risen by 12% during the past five years, according to the Care Quality Commission (CQC). The Mental Health Act was used over 50,000 times to detain patients … Continue reading
Posted in Acute Hospitals, BBC News, 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, Mental Health, National, NHS, Quick Insights, Standards, Statistics, UK, Universal Interest
Tagged Access and Advocacy, Access to Mental Health Services, Adult Social Care Provision (CQC), Advocacy, Advocacy and Advice Services, Assessment of Inpatient Mental Health Services, Breakthrough, Care Quality Commission (CQC), Commissioning Older People’s Mental Health Services, Community Care, Community Mental Health Services, Community Treatment Orders (CTOs), Community-Based Interventions, Community-Based Mental Health and Social Care Services, Community-Based Services, Complaints, Complaints Handling, Complex Transitions, Coventry and Warwickshire Partnership NHS Trust, CQC MHA Complaints System, De Facto Detention, Detained Patients, Devon Partnership NHS Trust, Dudley and Walsall Mental Health Partnership NHS Trust, Engagement, Experts by Experience, Independent Mental Capacity Advocacy (IMCA) Service, Independent Mental Health Advocate (IMHA) Services, Inpatient Mental Health Services, Mental Health Act (MHA), Mental Health Act 1983, Mental Health Act and Community Treatment Orders, Mental Health Crisis, Mental Health Service User Reference Panel (SURP), MHA Monitoring, Optional Protocol to the Convention against Torture (OPCAT), Patient Complaints, Patient Engagement, Physical Restraint, Physical Restraint in Hospital Settings, Physical Restraint in Mental Healthcare, Police Custody, Positive Practice in Mental Health Awards, Quality and User Involvement, Regulation and Inspection of Mental Health Services, Restraint in Health and Adult Social Care, Restriction, Restrictive Practices, Sectioning under the Mental Health Act, Service User Experience in Adult Mental Health Services, Service User Involvement, Solent NHS Trust, South West London and St George’s Mental Health NHS Trust, United Nations Optional Protocol to the Convention Against Torture (OPCAT), User Complaints, User Involvement
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Review of the NHS in 2013: a Year of Landmark Reports and Reforms (BBC News)
Summary This BBC News article provides a handy recap of the important changes announced for the NHS during this year, as marked by a succession of ground-breaking reports: February 2013: The Francis Inquiry into the Stafford Hospital scandal. The government commissioned … Continue reading
Posted in Acute Hospitals, BBC News, Community Care, Department of Health, For Carers (mostly), For Doctors (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), In the News, Integrated Care, Management of Condition, National, NHS, NHS England, Patient Care Pathway, Quick Insights, Standards, UK, Universal Interest
Tagged BBC Health News, Berwick Review, Berwick Review of Patient Safety, Camilla Cavendish, Care for Vulnerable Older People, Care Seven Days a Week, Career Pathways for HCAs, Caring: a Career, Cavendish Review, Certificate of Fundamental Care, Chris Hopson: Chief Executive Foundation Trust Network, Complaints, Complaints Handling, Consequences of the Francis Inquiry Report, Dr Clifford Mann: President of the College of Emergency Medicine, Dr Mark Porter: Chair of Council BMA, Dr Maureen Baker: Chair Royal College of General Practitioners, Dr Peter Carter: Chief Executive and General Secretary Royal College of Nursing, Francis Inquiry, Francis Inquiry Report, Health and Social Care Reform, Health Care Reform, Hospital Mortality, Hospital Mortality Rates, Implications of the Francis Inquiry Report, Keogh Mortality Review, Liam Fox, Major Emergency Centres, Matt Tee: COO NHS Confederation, Mid Staffordshire NHS Foundation Trust Public Inquiry, NHS Complaints Process, NHS England (Formerly the NHS Commissioning Board), NHS Hospital Complaints, NHS Reform, NHS Reform in England, NHS Services, NHS Services: Seven Days a Week Forum, NHS Spending, Patient Complaints, Patient Safety, Phil Gray: Chief Executive Chartered Society of Physiotherapy, Professor Cathy Warwick: Chief Executive Royal College of Midwives, Professor Don Berwick, Professor Sir Bruce Keogh, Professor Sue Bailey: Former President of Royal College of Psychiatrists, Protection of NHS Spending, Quality Improvement, Report of Mid Staffordshire NHS Foundation Trust Public Inquiry, Richard Thompson: President Royal College of Physicians, Seven Day Services, Sir Bruce Keogh (Former Chief Executive of the NHS Commissioning Board; now NHS England), Transforming Urgent and Emergency Care Services, Two-Tier Accident and Emergency System, Urgent and Emergency Care Review, Urgent and Emergency Care Services
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NHS Complaints Review Report (BBC News)
Summary The government-backed review investigating how the NHS in England handles complaints has been published. An achievement of this review is to have persuaded twelve important organisations to sign-up to a series of pledges. Recommendations include improving quality of care, improving how … Continue reading
Posted in Acute Hospitals, BBC News, CQC: Care Quality Commission, For Carers (mostly), For Doctors (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), Health Education England (HEE), In the News, National, NHS, NHS England, Patient Care Pathway, Person-Centred Care, Quick Insights, Standards, UK, Universal Interest
Tagged Action Against Medical Accidents, Acute Care, Acute Hospitals, BBC Health News, Candour, Care of Older Adults in Acute NHS Trusts, Comments and Complaints, Complaint and Redress, Complaint Handling, Complaints, Dementia Care in Acute Settings, Formal Complaints, Formal Complaints Process, Francis Inquiry Report, Hospital Complaints, Mid Staffordshire NHS Foundation Trust Inquiry, NHS Complaints Process, NHS Complaints System: Department of Health Review, NHS Constitution and Whistleblowing, NHS Hospital Complaints, NHS Hospital Complaints System, Nursing and Midwifery Council (NMC), Openness, Openness and Transparency, Patient Complaints, Principles of Good Complaint Handling, Reactions to the Francis Inquiry Report, Report of Mid Staffordshire NHS Foundation Trust Public Inquiry, Responses to the Francis Inquiry Report, Review of NHS Complaints System, Statutory Duty of Candour, Transparency, Transparency and Accountability, User Complaints, Whistleblowing
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Worked Up? Speak Up Campaign: Concerning the Care of Older People (CQC)
Summary The Care Quality Commission (CQC)’s “Worked Up? Speak Up” campaign concentrates on the quality of care for older people. It encourages people aged 60 years and older (and / or their friends and families) to share their experiences of … Continue reading →