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Tag Archives: Formal Complaints Process
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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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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NHS Hospital Complaints Handling (Parliamentary and Health Service Ombudsman)
Summary The three documents listed below summarise research carried out by (or on behalf of) the Parliamentary and Health Service Ombudsman in support the government review into how NHS hospitals deal with complaints. This review followed the Francis Inquiry Report, … Continue reading
Posted in Acute Hospitals, For Carers (mostly), For Doctors (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), National, NHS, Patient Care Pathway, Patients Association, Person-Centred Care, Quick Insights, Standards, UK, Universal Interest
Tagged Accessing Formal Complaints System, Accountability, Ann Clwyd MP, Board Involvement in Complaints Handling, Clwyd and Hart Review Into Hospital Complaints, Collaborative Care, Collaborative Leadership, Continuous Improvement, Culture, Culture Change, DATIX (Patient Safety Healthcare Incidents Software), Defensive Leadership, Empowering Patients, Empowerment, Experiences, Feedback and Improvement, FFT: Friends and Family Test, Formal Complaints, Formal Complaints Process, Governance, Hospital Complaints, IFF Research Ltd, Leadership, Leadership and Culture, Margaret Heffernan (Willful Blindness), NHS Culture, NHS Friends and Family Test, NHS Governance and Accountability, NHS Governance of Complaints Handling, NHS Hospital Complaints, NHS Hospital Complaints System, PALS Information, Parliamentary and Health Service Ombudsman, Patient Experience, PHSO Involvement, Principles of Good Complaint Handling, Professor Tricia Hart (Chief Executive of South Tees Hospitals NHS Foundation Trust), Putting Things Right, Quality Governance, Reactions to the Francis Inquiry Report, Repercussions From the Francis Inquiry Report, Service User Experience, Signposting, Standardised Branding Across Trusts, Standardised Entry Points Across Trusts, TED Talks, Transparency and Accountability, Trust Blame and the Culture of Defensiveness, Trust Boards, Types of Complaints Information, User Experience, Willful Blindness
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Francis Inquiry Report: Full Report (Mid Staffordshire NHS Foundation Trust Inquiry)
Summary High mortality rates and poor standards of care provided at the Mid Staffordshire NHS Foundation Trust resulted in concern about services and management in the Trust. This three-volume Francis Inquiry report investigates the causes and lessons learned. “…[the widespread] disconnect between … Continue reading
Posted in Acute Hospitals, Age UK, Alzheimer's Society, Carers UK, Charitable Bodies, CQC: Care Quality Commission, Department of Health, Falls, For Doctors (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), Health Education England (HEE), Health Foundation, In the News, Joseph Rowntree Foundation, King's Fund, Local Interest, Management of Condition, National, National Voices, NHS, NHS Alliance, NHS Confederation, NHS England, NHS Improvement, Nuffield Trust, Nutrition, Pain, Patients Association, RCN, Royal College of Physicians, Royal College of Psychiatrists, Standards, UK, Universal Interest
Tagged Accountability, Action Against Medical Accidents, Acute Care, Acute Hospitals, After Francis: Doing Justice (National Voices), Berwick Review, Berwick Review of Patient Safety, BGS, British Geriatrics Society, Bureaucracy, Candour, Care Bill 2013-14, Care in General Hospitals, Care Quality, Care Quality Commission (CQC), Care Quality Commission Strategy for 2013 to 2016, Cavendish Review, Centre for Public Scrutiny (CfPS), Centre for Workforce Intelligence (CfWI), Chief Inspector of Hospitals, Chief Inspector of Primary Care (Exploratory), Chief Inspector of Social Care, Clinical and Financial Engagement, Comments and Complaints, Commission for Patient and Public Involvement in Health (CPPIH), Common Professional Standards (NMC / GMC), Complaint and Redress, Complaint Handling, Complaints, Consequences of the Francis Inquiry Report, Contingency Planning Team (CPT), Corporate Accountability, Culture, Culture of Compassionate Care, Culture of Zero-Harm, Dementia Care in Acute Settings, Duty of Candour, False or Misleading Information (FOMI), Feeding the Beast, Fit and Proper Person Test, Formal Complaints, Formal Complaints Process, Former Health Secretary Jeremy Hunt, Foundation Trust Status, Francis Inquiry, Francis Inquiry Report, Francis Inquiry Report: Executive Summary, Francis Inquiry Report: Full Report, Francis Report, Friends and Family Test (NHS), Fundamental Standards, Gagging Clause Culture, General Hospitals, General Medical Council, General Pharmaceutical Council (GPhC), Government Response to Francis Inquiry Report, Health and Safety Executive (HSE), Health Education England Mandate, Health Education England Mandate: April 2014 to March 2015, Health Protection Agency (HPA), Health Service Ombudsman, Healthcare Financial Management Association (HFMA), Hospital Complaints, Hospital Mortality, Hospital Mortality Rates, Hospital Standardised Mortality Ratios (HSMRs), House of Commons Library, House of Commons Public Administration Select Committee (PASC), Implications of the Francis Inquiry Report, Improving Patient Safety, Independent Chief Inspector of Hospitals, Inspections and Bureaucracy, Institute of Healthcare Management, Keogh Review, Leadership, LINks, Local Government Association, Local Involvement Networks (LINks), Mandate to the NHS Commissioning Board, Mid Staffordshire NHS Foundation Trust, Mid Staffordshire NHS Foundation Trust Inquiry, Mid Staffordshire NHS FT Public Inquiry: Government Response, Mid-Staffordshire NHS Trust, Monitor, Monitor Contingency Planning Team (CPT), More Complaints Please!, Mortality, Mortality Rates, National Audit of Dementia Care in Hospitals 2011, National Care Forum (NCF), National Patient Safety Agency, National Voices, NCF, Negative Culture, NHS Accountability, NHS Clinical and Financial Engagement, NHS Complaints Process, NHS Complaints System: Department of Health Review, NHS Constitution, NHS Constitution and Whistleblowing, NHS England (Formerly the NHS Commissioning Board), NHS England Business Plan 2013/14 – 2015/16, NHS Hospital Complaints, NHS Hospital Complaints System, NHS Litigation Authority (NHSLA), NHS Networks, Nursing & Midwifery Council, Nursing and Midwifery Council (NMC), Nursing Standards, Openness, Openness and Honesty When Things Go Wrong, Openness and Honesty When Things Go Wrong (GMC / NMC), Openness and Transparency, Oppressive NHS Culture, Parliamentary and Health Service Ombudsman, Patient and Public Involvement Forums (PPIFs), Patient Complaints, Patient Experience, Patient Safety, Patients First and Foremost, Patients Not Heard, Poor Governance, Preventable Hospital Mortality, Principles of Good Complaint Handling, Professional Disengagement, Professional Standards, Professor Don Berwick, Public Administration Select Committee (PASC), Putting Patients First: NHS England Business Plan 2013/14 – 2015/16, Quality Accounts, Quality Improvement, RCGP, Reactions to the Francis Inquiry Report, Repercussions From the Francis Inquiry Report, Report of the Mid Staffordshire NHS Foundation Trust Public Inquiry, Responses to the Francis Inquiry Report, Review of NHS Complaints System, Royal College of General Practitioners (RCGP), Royal College of Surgeons, Royal College of Surgeons of England (RCSENG), Scrutiny, Shropshire and Staffordshire Strategic Health Authority (SaSSHA), Sir Robert Francis QC, Somebody Else's Problem (SEP), South Staffordshire PCT (SSPCT), Staff Motivation, Stafford, Statutory Duty of Candour, Strategic Health Authorities (SHAs), Strengthening Corporate Accountability, Sue Ryder, UK Parliament, Voluntary Organisations Disability Group (VODG), Warning Signs, West Midlands, West Midlands SHA (WMSHA), Whistleblowing, Workforce Learning Points From Francis 2013, Workforce Planning Implications From Francis 2013
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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 →