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Tag Archives: Negative Experiences of Care
Long-Term Conditions: Ethnographic Approach Explores Patients’ Support Networks, Social Relationships and Coordination in Care Planning (NHS England / Ipsos MORI / NHS IQ)
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
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Care Quality Commission and Age UK Collaboration Explores Patient Experience of Care (CQC)
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
Posted in Acute Hospitals, Age UK, Carers UK, Charitable Bodies, 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, Integrated Care, Local Interest, Management of Condition, National, Non-Pharmacological Treatments, Person-Centred Care, Quick Insights, Standards, UK, Universal Interest
Tagged Action against Medical Accidents (AvMA), Adult Social Care, Andrea Sutcliffe: Chief Inspector of Adult Social Care, Care Homes, Care Quality Commission, Care Quality Commission (CQC), Collaboration, Collaborative Projects, Collaborative Research, Collaborative Working, CQC's Tell Us About Your Care Partnership Projects, CQC’s Tell Us About Your Care Partnership With Action Against Medical Accidents (AvMA), CQC’s Tell Us About Your Care Partnership With Age UK, CQC’s Tell Us About Your Care Partnership With Carers UK, CQC’s Tell Us About Your Care Partnership With Mind, CQC’s Tell Us About Your Care Partnership With Patients Association, CQC’s Tell Us About Your Care Partnership With Relatives and Residents Association (R&RA), Experiences, Experiences of Health Care Services, Experiences of Social Care Services, Improving Patient Experience, Measuring Patient Experience, Mind, Negative Experiences of Care, Negative Experiences of Hospital Care, Patient Experience, Patient Experience Research, Patient Experiences, Patients Association, Poor Patient Experience, Positive Care Experiences, Public and Patient Experience and Engagement, Quality of Care, Quality of Care and Support, Relatives and Residents Association, Relatives and Residents Association (R&RA), Residential Care, Tell Us About Your Care Partnerships (CQC), Transforming Patient Experience, Variations in Quality of Care
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The Power of Language: Weighing the Pros and Cons of the Term “Frailty” (Nursing Times / Age UK / BGS / BritainThinks)
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
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Complaints Handling: Parliamentary and Health Service Ombudsman Under Fire (BBC News / Patients’ Association / PHSO / LGO / Healthwatch)
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
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Complaints Matter: Improving Complaints Handling (BBC News / CQC)
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
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Failings in the Complaints System in Health and Social Care? (Healthwatch England / CQC)
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
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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 →