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Tag Archives: Learning from Complaints
The Foundations for a Patient-Centred NHS Learning Culture? (Department of Health / BBC News)
Summary This “Learning Not Blaming” report presents the government’s response to (i) the Francis Freedom to Speak Up review, (ii) the Morecambe Bay Investigation, and (iii) the Public Administration Select Committee’s report on clinical incidents. The common theme for addressing … Continue reading →
Posted in Acute Hospitals, Commissioning, Community Care, Department of Health, For Carers (mostly), For Doctors (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), In the News, Integrated Care, Local Interest, Management of Condition, National, NHS, NHS Improvement, Non-Pharmacological Treatments, Patient Care Pathway, Person-Centred Care, Quick Insights, Standards, UK, Universal Interest
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Tagged Authority Gradients vs Freedom to Speak Up, Aviation Industry, Avoidable Harm, Avoidable Mortality, Avoidable Premature Mortality, BBC Leicester News, BBC Panorama, BBC Panorama: Doctors on Trial, Capacity and Capability of Regulators, Care Quality Commission, Care Quality Commission (CQC) Inspection Regime, Care Seven Days a Week, Charlie Massey: Chief Executive of GMC, Clinical Incident Investigations, Clinical Incidents in the NHS, Clinical Risk Recognition and Planning, Comfort Seeking Organisations, Commons Public Administration Select Committee (PASC), Complaints and Raising Concerns, Complaints Handling, Complexity in the Complaints System, Consequences of the Francis Inquiry Report, Continuous Learning Culture, Corporate Self-Interest (Ahead of Patients), Cover-Ups (Attributed), Culture, Culture and Leadership, Culture Change in the NHS, Culture of Candour, Culture of Safety, Cumbria, Cumbria Partnership NHS Foundation Trust, Delayed Problem Recognition, Doctor Hadiza Bawa-Garba, Dr Bill Kirkup CBE, Dr Mike Durkin: NHS England’s Director of Patient Safety, Dr Mike Durkin: Patient Safety Investigation Service, Duty of Candour, Elevated Weekend Hospital Mortality, Five Year Forward View, Five Year Forward View (NHS England), Former Health Secretary Jeremy Hunt, Francis Freedom to Speak Up Report, Freedom to Speak Up (FTSU) Report, Freedom to Speak Up Guardian, Freedom to Speak Up Guardians, Freedom to Speak Up Report, Freedom to Speak Up Report: Principle 1: Culture of Safety, Freedom to Speak Up Report: Principle 2: Culture of Raising Concerns, Freedom to Speak Up Report: Principle 7: Raising and Reporting Concerns, Freedom to Speak Up? (Whistleblowing Review), Furness General Hospital, Furness General Hospital Dementia Unit, Furness General Hospital in Cumbria, Furness General Hospital: Ramsay Unit, Health Systems in Transition (HiT), Healthwatch, Honesty and Transparency, Hospital Mortality, Hospital Mortality Rates, House of Commons Public Administration Select Committee (PASC), Implications of the Francis Inquiry Report, Improving Services For Patients: Not Defending the System, Incident Reporting, Independent National Officer, Independent National Officer (INO), Independent Patient Safety Investigation Service, Independent Patient Safety Investigation Service (IPSIS), Intelligent Transparency, IPSIS: Independent Patient Safety Investigation Service, Just Culture, Learning Culture, Learning for Improvement, Learning from Complaints, Learning From Errors and Failures in Care, Learning Not Blaming, Listening to Patients Families and Staff, Local Freedom to Speak Up Guardians, MBRRACE-UK (Mothers and Babies – Reducing Risk Through Audits and Confidential Enquiries Across the UK), Monitor, Morecambe Bay Inquiry, Morecambe Bay Investigation Report, Mortality at the Weekend, National Clinical Assessment Service (NCAS), Negative Culture, Never Events, NHS Accountability, NHS Corporate Self-Interest, NHS Culture, NHS England Never Events Taskforce, NHS Five Year Forward View (5YFV), NHS Managerial Self-Interest, NHS Micro-Climates, NHS Patient Safety Culture, NHS Trust Development Authority (NHS TDA), NHS Trust Development Authority (NTDA), NHS Trust Development Authority (TDA), No Harm Culture, Open and Honest Incident Reporting, Open and Supportive Culture, Openness, Over-Complexity, Over-Reliance on External Approval, Over-Reliance on External Judgments, Over-Reliance on Judgments of Others, Panorama (BBC TV), Panorama: Doctors on Trial, Parliamentary and Health Service Ombudsman, Patient Safety, Patient Safety in the NHS, Police: Complaints, Preventable Hospital Mortality, Problem Sensing, Problem Sensing Organisations (Versus Comfort Seeking Organisations), Public Administration Select Committee (PASC), Public Administration Select Committee Report into Clinical Incident Investigations, Recommendations for the University Hospitals of Morecambe Bay NHS Foundation Trust, Reducing Complexity, Reduction in Bureaucracy, Regulating Healthcare Systems, Regulating Healthcare Systems: Monitor, Regulation, Regulators, Regulators Sharing Information, Regulatory and Professional Bodies, Regulatory Gaps in Healthcare, Regulatory System, Repercussions From the Francis Inquiry Report, Report Into Maternity Care at Cumbria’s Furness General Hospital, Report of the Morecambe Bay Investigation, Reporting Culture, Reporting Mistakes, Rhona Flin: Aberdeen University, Rt Hon Jeremy Hunt MP: Former Secretary of State for Health, Scrutiny of Perinatal and Maternal Deaths, Second Mid Staffs: Furness General Hospital Parallels, Serious and Untoward Incidents (SUIs), Service Redesign, Seven Day Care in England, Seven Day Services, Small Business Enterprise and Employment Act 2015 (SBEEA), Speaking Up: Resolving NHS Complaints and Preventing Problems Recurring, Surgical Never Events, Target Culture, Target-Chasing (Hitting the Target Missing the Point), Transparency, Transparency and Accountability, Transparent Learning Culture, University Hospitals of Morecambe Bay NHS Trust, Unnecessary In-Hospital Deaths, User Complaints, Valuing Complaints, Weekend Effect, Weekend Mortality Rates, Weekend Services, Weekend Working, Whistleblowing, Workplace Culture
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Patient Complaints in the NHS: No Shortage of Feedback (BBC News / HSCIC)
Summary The number of complaints made about NHS care in England increased to roughly 480 per day, according to the Health and Social Care Information Centre (HSCIC). 174,872 complaints were made during 2013-14. Full Text Link Reference NHS complaints rise … Continue reading →
Posted in Acute Hospitals, BBC News, 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, Quick Insights, Standards, Statistics, UK, Universal Interest
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Tagged BBC Health News, Comments and Complaints, Complaint and Redress, Complaints Support Services, Customer Contact & Complaints, Formal Complaints, Health and Social Care Information Centre (HSCIC), Hospital Complaints, Learning from Complaints, More Complaints Please!, NHS Complaints Process, NHS Written Complaints, Patient Complaints, Patient Complaints Handling, User Complaints, Valuing Complaints, Written Complaints in the NHS (2013-14)
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Commissioning for Quality (NHS England / Commissioning Assembly)
Summary An interactive web resource “Commissioning for Quality: Views from Commissioners” is based on the Commissioning Assembly’s analysis of CCG quality frameworks and strategies (and the literature). It has been launched to help commissioners with quality improvement and assuring the … Continue reading →
Posted in Commissioning, Community Care, For Doctors (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), Integrated Care, National, NHS, NHS England, Quick Insights, Standards, UK, Universal Interest
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Tagged 2013/14 NHS Standard Contract, Assessing Quality, Care Quality, Care Quality Commission (CQC), CCG Outcomes Indicator Set, CCG Outcomes Indicator Set (CCGOIS), CCG Quality Frameworks and Strategies, CCGs, CCGs: Clinical Commissioning Groups, Clinical Commissioning Groups (CCGs), Clinical Effectiveness, Clinical Quality Framework, Clinical Quality Review Visits, Commissioning Cycle, Commissioning for Outcomes, Commissioning for Quality, Commissioning for Quality and Innovation (CQUIN), Commissioning for Quality: Key Messages for Commissioners, Commissioning for Quality: Views from Commissioners, Commissioning for Value, Commissioning Levers, Data Sources for Commissioners, Decommissioning, Decommissioning Services, Dorset Pain Society, Dr Paul Husselbee: NHS Southend CCG, End-User Experience, Energising Excellence Model, Expert Patient Groups, Friends and Family Test, Governing Body Assurance Framework, Healthwatch, High Quality Commissioning, Improving Patient Safety, Information Governance, Key Lines of Enquiry, KLOEs: Key Lines of Enquiry, Leadership for Quality, Learning from Complaints, Local Authorities, Making it Real, Missed Opportunities in the Commissioning Cycle, Monitor, National Quality Board, National Quality Board (NQB), NHS Commissioning Assembly, NHS Commissioning Assembly CCG Development Working Group, NHS Corby CCG, NHS Crawley CCG, NHS Dorset Clinical Commissioning Group, NHS East and North Hertfordshire CCG, NHS England Area Teams, NHS England: Derbyshire and Nottinghamshire Area Team, NHS England: Lancashire Area Team, NHS England: Shropshire and Staffordshire Area Team, NHS England’s Area Team in Derbyshire and Nottinghamshire, NHS England’s Lancashire Area Team, NHS Horsham and Mid Sussex CCG, NHS Nene CCG, NHS North East Lincolnshire CCG, NHS North Kirklees CCG, NHS Somerset CCG, NHS South Tees CCG, NHS Southend CCG, NHS Standard Contract, NHS Standard Contract 2013/14, NHS Trust Development Authority (TDA), NHS Wakefield CCG, North of England Commissioning Support (NECS), NQB: National Quality Board, Participation, Patient Experience, Patient Participation, Patient Participation Groups, Patient Safety, Performance Incentives (CQUINs QOFs and Quality Premiums), Public Health England Intelligence, Public Participation, QSGs: Quality Surveillance Groups, Quality, Quality and the Commissioning Cycle, Quality Assurance Visit (QAV) Process, Quality Improvement, Quality Premium, Quality Premium Payments, Quality Surveillance Groups, Quality Surveillance Groups (QSGs), Quality Working Group of the NHS Commissioning Assembly, Think Local Act Personal (TLAP), Through the Gate, User Experience, User Participation, Walking the Service (Look and See)
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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 →