Tag Archives: NHS Complaints Process

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

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

Patient Complaints in the NHS: No Shortage of Feedback (BBC News / HSCIC)

Posted on August 29, 2014 by Dementia and Elderly Care News

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 | 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) | Leave a comment

Fit and Proper Persons Test Regulations / Statutory Duty of Candour / Fundamental Standards (Department of Health)

Posted on July 13, 2014 by Dementia and Elderly Care News

Summary Directors of NHS providers will have to meet a fit and proper person test from October 2014, subject to parliamentary approval. The Care Quality Commission (CQC) can insist on the removal of directors who fail this test. Statutory Duty … Continue reading →

Posted in Acute Hospitals, Commissioning, Department of Health, For Doctors (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), National, NHS, Person-Centred Care, Quick Insights, Standards, UK, Universal Interest | Tagged Accountability, Barring List, Berwick Review of Patient Safety, Best Interests, Best Interests of Patients, Candour, Candour: Safety and Improvement, Care Quality Commission (CQC), Care Quality Commission’s (CQC’s) Regulation and Inspection of Care Providers, Communicating With Patients About Medical Errors, Compassionate Care, Complaints, Confidence, Consent, Consent to Treatment and CTOs, Consequences of the Francis Inquiry Report, Consultations on Fundamental Standards: Duty of Candour, Consultations on Fundamental Standards: Fit and Proper Persons Requirement for Directors, Corporate Accountability, Culture Change, Culture of Candour, Dalton Williams Review: Threshold for Duty of Candour, Dignity and Respect, Duty of Candour, Fit and Proper Person Test, Fit and Proper Person’s Test, Fit and Proper Persons Requirement for Directors, Francis Inquiry, Fundamental Standards, Good Governance, Government Policy, Grounds for Unfitness, Hard Truths, Harm, Harm Free Care, Harm Threshold, Harm Threshold for Adult Social Care, Health and Adult Social Care Providers, Health and Social Care Providers, Health Policy, Healthcare Providers, Healthy Living and Social Care: Red Tape Challenge, Improving Patient Safety, Improving the Safety of Patients in England, Incentivising Candour, Incident Disclosure, Incidents Errors and Near Misses, Informed Patient Consent, Inspection of Commissioners, Learning From Mistakes, Local Care Providers, Local Service Providers, Mental Capacity Act 2005, Mental Capacity and Best Interests, Mid Staffordshire NHS Foundation Trust, Misconduct and Mismanagement, National Reporting and Learning System (NRLS), New Start (CQC), NHS Complaints Process, NHS Constitution, NHS Culture, NHS Providers, No Harm Culture, NRLS Harm Definitions, Nutrition and Hydration, Nutritional Needs, Offences, Open Culture, Openness, Openness and Transparency, Patient Complaints, Patient Safety, Patient Safety Incidents, Patients First and Foremost, Penalties, Policy, Policy Development, Post-Paternalist Age, Premises and Equipment, Protecting Adults from Abuse or Neglect, Providers, Public Confidence, Quality Regulation Branch: Department of Health, Quality Regulation Team: Department of Health, Red Tape Challenge, Registration with the Care Quality Commission (Requirements), Repercussions From the Francis Inquiry Report, Report of the Mid Staffordshire NHS Foundation Trust Public Inquiry, Reporting Culture, Requirements for Registration with the Care Quality Commission, Safe Care and Treatment, Safe Staffing, Safeguarding Against Abuse, Service Providers, Staff Skills, Stafford Hospital, Standards of Care, Statutory Duty of Candour, Strengthening Corporate Accountability, Threshold for Duty of Candour, Transforming Care, Transparency, Transparency and Accountability, Wilful Neglect | Leave a comment

Curbing a Public Services Culture of Denial and Failure? (BBC News / PASC / NESTA)

Posted on April 14, 2014 by Dementia and Elderly Care News

Summary The Commons Public Administration Select Committee (PASC) has urged public services to learn more from the Stafford Hospital scandal and improve complaints handling generally. PASC has suggested appointing a minister with responsibility for complaints handling. Full Text Link Reference … Continue reading →

Posted in BBC News, In the News, National, NHS, Quick Insights, Standards, UK, Universal Interest | Tagged Administrative and Justice Tribunals Council (AJTC), BBC Health News, Cabinet Office Guidance on Ministerial Correspondence, Care Homes, Care Quality Commission (CQC), Centre for Public Scrutiny (CfPS), Comments and Complaints, Commons Public Administration Select Committee (PASC), Complaints, Complaints Handling, Complaints Support Services, Culture, Culture Change, Culture of Candour, Effective Complaints Handling, Experiences, Fear of Raising Concerns About Care, Feedback, Feedback and Improvement, Grumbles Gripes Grievances (NESTA), Hospital Complaints, House of Commons Public Administration Select Committee (PASC), House of Commons: HC 229, Implications of the Francis Inquiry Report, Leadership, Local Government Ombudsman, Mid Staffordshire NHS Foundation Trust, More Complaints Please!, National Ombudsman of the Netherlands, NESTA: National Endowment for Science Technology and the Arts, NHS Complaints Advocacy, NHS Complaints Process, NHS Culture, NHS Regulation, Openness and Transparency, Parliament, Parliamentarians, Parliamentary and Health Service Ombudsman (PHSO), Patient Advice and Liaison Service (PALS), Patient Complaints, Patient Complaints Handling, Patient Experience, Patient Feedback, Public Administration Select Committee (PASC), Public Service Reform, Public Services, Quality Improvement, Raising Concerns, Reducing Complexity, Reluctance to Raise Concerns About Care, Repercussions From the Francis Inquiry Report, Service User Experience, Sharing Learning, Silent Sufferers, Simplifying the Complaints Process, Supporting Complainants, Transparency, Transparency and Accountability, Transparent Learning Culture, UK Parliament, User Complaints, User Experience, Valuing Complaints | Leave a comment

Over-Complexity and Muddle in Patient Complaints Handling (BBC News / Healthwatch England)

Posted on March 21, 2014 by Dementia and Elderly Care News

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 | Leave a comment

Review of the NHS in 2013: a Year of Landmark Reports and Reforms (BBC News)

Posted on December 28, 2013 by Dementia and Elderly Care News

Summary This BBC News article provides a handy recap of the important changes announced for the NHS during this year, as marked by a succession of ground-breaking reports: February 2013: The Francis Inquiry into the Stafford Hospital scandal. The government commissioned … Continue reading →

Posted in Acute Hospitals, BBC News, Community Care, Department of Health, For Carers (mostly), For Doctors (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), In the News, Integrated Care, Management of Condition, National, NHS, NHS England, Patient Care Pathway, Quick Insights, Standards, UK, Universal Interest | Tagged BBC Health News, Berwick Review, Berwick Review of Patient Safety, Camilla Cavendish, Care for Vulnerable Older People, Care Seven Days a Week, Career Pathways for HCAs, Caring: a Career, Cavendish Review, Certificate of Fundamental Care, Chris Hopson: Chief Executive Foundation Trust Network, Complaints, Complaints Handling, Consequences of the Francis Inquiry Report, Dr Clifford Mann: President of the College of Emergency Medicine, Dr Mark Porter: Chair of Council BMA, Dr Maureen Baker: Chair Royal College of General Practitioners, Dr Peter Carter: Chief Executive and General Secretary Royal College of Nursing, Francis Inquiry, Francis Inquiry Report, Health and Social Care Reform, Health Care Reform, Hospital Mortality, Hospital Mortality Rates, Implications of the Francis Inquiry Report, Keogh Mortality Review, Liam Fox, Major Emergency Centres, Matt Tee: COO NHS Confederation, Mid Staffordshire NHS Foundation Trust Public Inquiry, NHS Complaints Process, NHS England (Formerly the NHS Commissioning Board), NHS Hospital Complaints, NHS Reform, NHS Reform in England, NHS Services, NHS Services: Seven Days a Week Forum, NHS Spending, Patient Complaints, Patient Safety, Phil Gray: Chief Executive Chartered Society of Physiotherapy, Professor Cathy Warwick: Chief Executive Royal College of Midwives, Professor Don Berwick, Professor Sir Bruce Keogh, Professor Sue Bailey: Former President of Royal College of Psychiatrists, Protection of NHS Spending, Quality Improvement, Report of Mid Staffordshire NHS Foundation Trust Public Inquiry, Richard Thompson: President Royal College of Physicians, Seven Day Services, Sir Bruce Keogh (Former Chief Executive of the NHS Commissioning Board; now NHS England), Transforming Urgent and Emergency Care Services, Two-Tier Accident and Emergency System, Urgent and Emergency Care Review, Urgent and Emergency Care Services | Leave a comment

NHS Complaints Review Report (BBC News)

Posted on October 28, 2013 by Dementia and Elderly Care 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 | Leave a comment

Francis Inquiry Report: Full Report (Mid Staffordshire NHS Foundation Trust Inquiry)

Posted on February 9, 2013 by Dementia and Elderly Care News

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 →

Quality of NHS and Social Care Declining? (BBC News / Care Quality Commission)

Posted on November 23, 2012 by Dementia and Elderly Care News

Summary The latest report from the Care Quality Commission (CQC) has suggested that the quality of services provided to people across the health and care sectors in England may be beginning to suffer. The report presents a summary of over 13,000 inspections … Continue reading →

Posted in Acute Hospitals, BBC News, Community Care, CQC: Care Quality Commission, End of Life Care, For Carers (mostly), For Doctors (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), In the News, National, NHS, Patient Care Pathway, Quick Insights, Standards, Statistics, UK, Universal Interest | Tagged Aaron Park Mews, Acute Care, Acute Hospital Care, Acute Hospitals, Adult Social Care, Adult Social Care Provision (CQC), Ageing, Ageism, Airedale General Hospital, Any Qualified Provider (AQP) Programme, BBC Health News, BMI Healthcare, Butterfly Scheme, Care Home Inspections, Care Homes, Care in General Hospitals, Care Quality Commission, Care Quality Commission (CQC), Care Sheffield, Cheshire and Wirral Partnership NHS Foundation Trust, Communication, Community Care, CQC's 16 Essential Standards, Cross-Organisation Learning, Dehydration, Delayed Transfers of Care, Dental Healthcare, Dignity, Dignity and Nutrition Inspection Programme (CQC), Dignity and Nutrition Reports, Dignity and Respect, Dignity in Dementia, Direct Payment, Direct Payments, Discharge Planning, Domiciliary Care, EHRC, Elder Abuse, Emergency Readmissions, Emergency Readmissions to Hospital, Engagement, General Hospital Care, General Hospitals, Health and Social Care, Health Care Provision, Health Foundation's MAGIC Programme, Hospital Discharge, Hospital Inspections, Human Rights, Hydration, Improving Care in General Hospital Settings, Independent Community Health Care, Independent Health Care, Independent Hospital-Based Services, Ipswich Hospital NHS Trust, Long-Term Care (LTC), Long-Term Conditions (LTCs), Lorna House, MAGIC (Making Good Decisions in Collaboration) Programme, MAGIC Programme, Medicine Record-Keeping, Merevale House, NHS Bed Numbers in England, NHS Community Health Care, NHS Complaints Process, NHS Hospital Activity, NHS Hospital-Based Services, Nuffield Health Shrewsbury Hospital, Nursing Homes, Nutrition and Hydration, Patient Complaints, Patient Discharge, Patient Involvement, Patient Referred to as a Task or as a Number, Personal Health Budgets, Personal Health Budgets (PHBs), Preventable Hospital Admissions, Primary Dental Care, Primary Medical Services, Reablement, Reablement Services, Readmissions for Patients with Long Term Conditions, Record-Keeping, Residential Care Homes, Safeguarding, Seeing the Task, Self-Funding, Service User Involvement, Social Care, Social Care Workforce, South Tyneside District Hospital, Staff Motivation, Staff Shortages, Staff Training, Staffing (Care Homes), Staffing (Hospitals), Staffing Levels, Task-Centred Care, User Complaints, User Involvement, Whistleblowing, Whiston Hospital, Workforce Competencies, Workforce Planning and Development | Leave a comment

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