Tag Archives: NHS and Local Authority Red Tape

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 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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