Tag Archives: Negative Experiences of Care

Older People Reluctant to Complain About Poor Health and Care Services (BBC News / PHSO / Healthwatch)

Posted on January 2, 2016 by Dementia and Elderly Care News

Summary The Parliamentary and Health Service Ombudsman (PHSO) has noted that it receives disproportionately few complaints from older people than expected i.e. relative to elderly people’s higher usage of NHS and social care services. The PHSO’s latest report indicates that … Continue reading →

Posted in Acute Hospitals, Age UK, BBC News, Commissioning, Community Care, For Carers (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), In the News, Integrated Care, Management of Condition, National, Person-Centred Care, Quick Insights, Standards, UK, Universal Interest | Tagged Avoidable Harm, BBC Health News, Caroline Abrahams: Director of Age UK, Complainant and Non-Complainant Survey (PHSO), Complainant Survey, Complaints Handling, Culture Change, Customer Contact & Complaints, Dame Julie Mellor: Parliamentary and Health Ombudsman Service, Effective Complaints Handling, End-User Experience, Every Complaint Matters, Experiences, Fear of Raising Concerns About Care, Feeling In the Wrong When Complaining, Formal Complaints, Formal Complaints Process, Governance, Healthwatch, Healthwatch England, Independent Age, Leadership, Leadership and Culture, Learning Culture, Learning From Mistakes, LGO: Local Government Ombudsman, Local Government Ombudsman, My Expectations For Raising Concerns And Complaints (PHSO / LGO / Healthwatch England), Negative Experiences of Care, NHS Complaints Advocacy, NHS Complaints Process, NHS Constitution, NHS Culture, NHS Governance and Accountability, NHS Governance of Complaints Handling, NHS Hospital Complaints, Non-Complainants Survey, Non-Complainants Survey (Independent Age), Offered Support (To Complain), Openness and Transparency, Parliamentary and Health Service Ombudsman, Parliamentary and Health Service Ombudsman (PHSO), Patient Experience, Patients Support Networks, Principles of Good Complaint Handling, Public Services Complaints, Putting Patients First, Putting Things Right, Quality Improvement, Raising Concerns, Raising Concerns Policy, Raising Standards, Reducing Complexity, Reluctance to Raise Concerns About Care, Remedying Individual Injustice and Improving the Experience of Others, Repercussions From the Francis Inquiry Report, Service User Experience, Speaking Up: Resolving NHS Complaints and Preventing Problems Recurring, Suffering in Silence, Support Networks, Transparency, Transparency and Accountability, Transparent Learning Culture, User Complaints, User Experience, Valuing Complaints | 1 Comment

Long-Term Conditions: Ethnographic Approach Explores Patients’ Support Networks, Social Relationships and Coordination in Care Planning (NHS England / Ipsos MORI / NHS IQ)

Posted on November 2, 2015 by Dementia and Elderly Care News

Summary A recent opinion survey, conducted by the Ipsos Ethnography Centre of Excellence (ECE) on behalf of NHS Improving Quality’s Long Term Conditions Improvement Programme, shows that older people living with multiple long-term conditions are generally happy with NHS services … Continue reading →

Posted in Commissioning, Community Care, For Carers (mostly), For Doctors (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), Integrated Care, Management of Condition, National, NHS, NHS England, Non-Pharmacological Treatments, Patient Care Pathway, Person-Centred Care, Personalisation, Quick Insights, UK, Universal Interest | Tagged Access to Health and Social Care Support, Ben Page: Chief Executive of Ipsos MORI, Beverley Matthews: Long Term Conditions Programme Lead at NHS Improving Quality, Care Planning, Complex Care, Complex Needs, Coordination of Care, Delivering Better Health and Care Outcomes, Dr Martin McShane: NHS England’s Director for People With Long Term Conditions, End-User Experience, Ethnographic Analysis, Ethnographic Approaches, Ethnographic Research, Ethnography in Policymaking:, Experiences, Experts by Experience, Hermeneutic Approaches, Hermeneutics, Holistic Approaches, Holistic Assessments, Holistic Co-ordinated Care, Holistic Needs Assessment, Improving Patient Experience, Integration of Health and Care, Ipsos Ethnography Centre of Excellence (ECE), Ipsos Mori, Local Health and Care Services, Long Term Conditions Improvement Programme, Long-Term Care (LTC), Long-Term Care and Support, Long-Term Conditions, Long-Term Conditions (LTCs), Multi-Agency Collaboration, Multi-Agency Integration, Multi-Agency Working, Multi-Disciplinary Case Management, Multi-Disciplinary Working, Multidisciplinary Holistic Assessments, Multiple Chronic Disease, Multiple Long-Term Conditions, Multiple Needs, Multiple-Morbidities, Negative Experiences of Care, NHS England and NHS Improving Quality, NHS Improving Quality, NHS Improving Quality (IQ), NHS Improving Quality (NHS IQ), NHS Improving Quality (NHSIQ), NHS Improving Quality’s Long Term Conditions Improvement Programme, Patient and Carer Experiences, Patient Experience, Patients Support Networks, Poor Coordination, Positive Care Experiences, Proactive Management of Long-Term Conditions, Public Perceptions of the NHS and Social Care Tracker (Ipsos MORI), Qualitative Research, Quality in Long-Term Care, Social Networks, Social Relationships | Leave a comment

Care Quality Commission and Age UK Collaboration Explores Patient Experience of Care (CQC)

Posted on October 10, 2015 by Dementia and Elderly Care News

Summary The Care Quality Commission has entered into a six-month partnership with Age UK in an effort to discover, and act upon, older people’s experiences of care. This work may also help to identify examples of best practice. Full Text … Continue reading →

The Power of Language: Weighing the Pros and Cons of the Term “Frailty” (Nursing Times / Age UK / BGS / BritainThinks)

Posted on July 28, 2015 by Dementia and Elderly Care News

Summary The “Frailty: Language and Perceptions” report, commissioned by Age UK and the British Geriatrics Society, indicates that use of the word “frailty” could deter older people from accessing services. Medical terminology such as “frailty” (and presumably “geriatric” too?) sometimes … Continue reading →

Posted in Acute Hospitals, Age UK, Charitable Bodies, Commissioning, Community Care, Diagnosis, End of Life Care, For Carers (mostly), For Doctors (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), Integrated Care, Management of Condition, Models of Dementia Care, Patient Care Pathway, Patient Information, Person-Centred Care, Personalisation, Practical Advice, Quick Insights, RCN, UK, Universal Interest | Tagged Age-Friendly Environments, Ageing and Society, Ageing Population, Articulating the Concept of Frailty, Attitudes About Support to Prevent and Manage Frailty, Attitudes to Ageing, BGS, BritainThinks, British Geriatrics Society (BGS), Caroline Abrahams: Director of Age UK, Comprehensive Geriatric Assessment (CGA), Coping Mechanisms, Coping Strategies, Cultural Perceptions, Dementia Friendly Language, Dementia-Friendly Communities, Dementia-Friendly Environments, Dementia-Friendly Resources, Dementia-Friendly Terminology, Enablement, End-User Experience, Experiences, Fit for Frailty (BGS), Fit for Frailty Guidance (BGS), Frailty: Language and Perceptions, Hidden Influence and Power of Words, Independence, Information and Signposting Services, International Classification of Diseases (ICD), Interventions to Increase Patient Activation, Labelling, Language (Terminology), Long-Term Conditions (LTCs), Misperceptions, Negative Experiences of Care, Nursing Times, Participatory Decision-Making, Patient Activation, Patient and Community Empowerment, Patient and Public Voice, Patient Choice, Patient Empowerment, Patient Empowerment Movement, Patient Engagement, Patient Engagement Strategies, Patient Experience, Patient Involvement, Power of Language, Power of Words, Prescribed Disengagement, Prescribed DisengagementTM (Kate Swaffer), Pros and Cons of Frailty (Terminology), Reablement, Reducing Stigma, Resilience, Self-Care, Signposting Services and Knowledge, Signposting to Sources of Practical Help, Stigma and Discrimination, Stigma-Free Environments, Strategies for Informing Educating and Involving Patients, Support and Coping Mechanisms, Support for People with Complex Needs, Supporting Self-Care, Unmet Needs, Wellness and Resilience | Leave a comment

Care Quality Commission Report on Mental Health Crisis Care (BBC News / CQC / Race Equality Foundation / NHS England)

Posted on June 13, 2015 by Dementia and Elderly Care News

Summary The Care Quality Commission (CQC)’s “Right here, right now” report examines people’s experiences of the quality of help, care and support provided during mental health crises. This national review concludes that people in need of urgent mental health care … Continue reading →

More on Complaints Handling in the NHS (BBC News / PHSO / NHS England / Patients’ Association)

Posted on June 13, 2015 by Dementia and Elderly Care News

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 | Leave a comment

Complaints Handling: Parliamentary and Health Service Ombudsman Under Fire (BBC News / Patients’ Association / PHSO / LGO / Healthwatch)

Posted on December 10, 2014 by Dementia and Elderly Care News

Summary Further concerns have been raised by the Patients’ Association about how the NHS ombudsman in England handles patients’ complaints. The Parliamentary and Health Service Ombudsman (PHSO) maintains that it is modernising already, and is responsible for maintaining a standard … Continue reading →

Posted in Acute Hospitals, BBC News, Charitable Bodies, Community Care, For Carers (mostly), For Researchers (mostly), For Social Workers (mostly), In the News, Management of Condition, National, NHS, Patient Care Pathway, Patients Association, Person-Centred Care, Quick Insights, Standards, UK, Universal Interest | Tagged Avoidable Harm, ‘I’ Statements (Complaint Journey), BBC Health News, Complainant Survey, Complaint Variables Decision Tree, Complaints Handling, Complaints Improvement Conferences, Culture Change, Customer Contact & Complaints, Dame Julie Mellor: Parliamentary and Health Ombudsman Service, Designing Good Together, Effective Complaints Handling, End-User Experience, Experiences, Fear of Raising Concerns About Care, Health and Social Care Complaints System, Healthwatch England, I Feel Confident to Speak Up (Complaints Handling: “I Statement” Criteria), I Feel Listened To and Understood (Complaints Handling: “I Statement” Criteria), I Feel Making My Complaint Was Simple (Complaints Handling: “I Statement” Criteria), I Feel My Complaint Made a Difference (Complaints Handling: “I Statement” Criteria), I Statements (Complaints Handling: Expectations and Criteria), I Would Feel Confident Making a Complaint in Future (Complaints Handling: “I Statement” Criteria), Jacqui Coles: Deputy Chief Executive of the Patients Association, Katherine Murphy: Chief Executive of the Patients Association, LGO: Local Government Ombudsman, Local Government Ombudsman, My Expectations For Raising Concerns And Complaints (PHSO / LGO / Healthwatch England), Negative Experiences of Care, NHS Governance in Complaints Handling (PHSO), Parliamentary and Health Service Ombudsman, Parliamentary and Health Service Ombudsman (PHSO), Patients Association, Person Friendly Charter (Complaints Handling), Raising Concerns, Raising Concerns Policy, Raising Standards, Reactions to the Francis Inquiry Report, Service User Experience, Speaking Up Charter, Speaking Up: Resolving NHS Complaints and Preventing Problems Recurring, Suffering in Silence, Transparency, Transparency and Accountability, User Complaints, User Experience, User-Led Vision for Raising Concerns and Complaints, User-Led Vision of the Complaints System, Valuing Complaints | Leave a comment

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

Posted on December 9, 2014 by Dementia and Elderly Care News

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 … Continue reading →

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 | Tagged Accessing Formal Complaints System, Advice and Information, Advice and Support, Ann Clwyd MP, BBC Health News, Behaviours to Enable Whistleblowing, Closed Ranks Culture (Mid Staffordshire Public Inquiry), Clwyd and Hart Review Into Hospital Complaints, Comments and Complaints, Compassionate Care, Compassionate Complaints Handling System, Complaints Advocacy, Complaints Advocacy Services, Complaints Handling, Complaints Support Services, Complaints System in Health and Social Care, Complexity in the Complaints System, Consumer Experiences of Health and Social Care, CQC National Customer Service Centre Qualified Whistleblowing Alerts, Culture, Culture Change, Customer Contact & Complaints, Defensive Leadership, Duty of Candour, Effective Complaints Handling, End-User Experience, Experiences, Fear of Raising Concerns About Care, Health and Social Care Complaints System, Healthwatch, Healthwatch England, Intelligent Monitoring, LGO: Local Government Ombudsman, Local Authorities, Local Government Ombudsman, Negative Experiences of Care, NHS and Local Authority Red Tape, NHS Complaints Advocacy, NHS Complaints Advocacy Services (NHS CAS), NHS Complaints System: CQC Review, NHS Hospitals Complaints System, Openness, Openness and Transparency, Parliamentary and Health Service Ombudsman (PHSO), Patient Advice and Liaison Services, Patient Complaints, Patient Complaints Handling, Patient Experience, Patient Experiences of Complaints Handling, Principles of Good Complaint Handling, Professor Sir Mike Richards: Former Chief Inspector of Hospitals (CQC), Raising Concerns, Raising Concerns Policy, Raising Standards, Reactions to the Francis Inquiry Report, Regulators, Reluctance to Raise Concerns About Care, Service User Experience, Statutory Duty of Candour, Transparency, Transparency and Accountability, User Complaints, User Experience, Valuing Complaints, Whistleblowing, Whistleblowing Guidance, Whistleblowing Helpline, Whistleblowing in the NHS | Leave a comment

Failings in the Complaints System in Health and Social Care? (Healthwatch England / CQC)

Posted on October 18, 2014 by Dementia and Elderly Care News

Summary An estimated 250,000 incidents of poor care were unreported last year. There are concerns that NHS and local authority “red tape” make it difficult to complain, that there is insufficient independent advice and support to help those who need … Continue reading →

Posted in Acute Hospitals, Commissioning, Community Care, CQC: Care Quality Commission, For Carers (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), In the News, Integrated Care, National, Quick Insights, Standards, Statistics, UK, Universal Interest | Tagged Accessing Formal Complaints System, Advice and Information, Advice and Support, Advocacy and Advice Services, Comments and Complaints, Compassionate Care, Compassionate Complaints Handling System, Complaints Advocacy, Complaints Handling, Complaints System in Health and Social Care, Complexity in the Complaints System, Consumer Experiences of Health and Social Care, Culture of Compassionate Care, Delivering Safe and Compassionate Care, Effective Complaints Handling, End-User Experience, Experiences, Health and Social Care Complaints System, Healthwatch, Healthwatch England, Healthwatch England Annual Report 2013/14, Independent Complaints Advocacy Services (ICAS), Leadership for Compassionate Care, Lived Experience, Negative Experiences of Care, NHS and Local Authority Red Tape, NHS Complaints Advocacy, NHS Complaints Advocacy Services (NHS CAS), NHS Complaints System: Department of Health Review, NHS Hospitals Complaints System, Patient Advice and Liaison Services, Patient Complaints Handling, Patient Experience, Patient Experience Research, Patient Experiences of Complaints Handling, Professor Sir Mike Richards: Former Chief Inspector of Hospitals (CQC), Red Tape Challenge, Reform of Complaints System, Service User Experience, User Experience | Leave a comment

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