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Recent Posts
- Dementia-Friendly Communities Provision, Viewed as a Social Determinant of Health (JGCR / NHS England / WHO)
- International Perspectives on the Possible Impact of the COVID-19 Pandemic and Lockdown on Abuse of the Elderly (JGCR / American Journal of Geriatric Psychiatry / JAGS)
- Updates Relating to the Lancet Commission on Dementia Prevention, Intervention, and Care (Lancet / Alzheimer’s Research and Therapy / Alzheimer’s and Dementia)
- A Brief Review of How the COVID-19 Pandemic Relates to Elderly Care and Research (JGCR)
- Some Speculated / Potential Benefits of COVID-19 (JGCR / BBC Radio 4’s Rethink / BGS)
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Tag Archives: NHS Complaints Process
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
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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Over-Complexity and Muddle in Patient Complaints Handling (BBC News / Healthwatch England)
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
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Review of the NHS in 2013: a Year of Landmark Reports and Reforms (BBC 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
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NHS Complaints Review Report (BBC 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
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Francis Inquiry Report: Full Report (Mid Staffordshire NHS Foundation Trust Inquiry)
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
Posted in Acute Hospitals, Age UK, Alzheimer's Society, Carers UK, Charitable Bodies, CQC: Care Quality Commission, Department of Health, Falls, For Doctors (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), Health Education England (HEE), Health Foundation, In the News, Joseph Rowntree Foundation, King's Fund, Local Interest, Management of Condition, National, National Voices, NHS, NHS Alliance, NHS Confederation, NHS England, NHS Improvement, Nuffield Trust, Nutrition, Pain, Patients Association, RCN, Royal College of Physicians, Royal College of Psychiatrists, Standards, UK, Universal Interest
Tagged Accountability, Action Against Medical Accidents, Acute Care, Acute Hospitals, After Francis: Doing Justice (National Voices), Berwick Review, Berwick Review of Patient Safety, BGS, British Geriatrics Society, Bureaucracy, Candour, Care Bill 2013-14, Care in General Hospitals, Care Quality, Care Quality Commission (CQC), Care Quality Commission Strategy for 2013 to 2016, Cavendish Review, Centre for Public Scrutiny (CfPS), Centre for Workforce Intelligence (CfWI), Chief Inspector of Hospitals, Chief Inspector of Primary Care (Exploratory), Chief Inspector of Social Care, Clinical and Financial Engagement, Comments and Complaints, Commission for Patient and Public Involvement in Health (CPPIH), Common Professional Standards (NMC / GMC), Complaint and Redress, Complaint Handling, Complaints, Consequences of the Francis Inquiry Report, Contingency Planning Team (CPT), Corporate Accountability, Culture, Culture of Compassionate Care, Culture of Zero-Harm, Dementia Care in Acute Settings, Duty of Candour, False or Misleading Information (FOMI), Feeding the Beast, Fit and Proper Person Test, Formal Complaints, Formal Complaints Process, Former Health Secretary Jeremy Hunt, Foundation Trust Status, Francis Inquiry, Francis Inquiry Report, Francis Inquiry Report: Executive Summary, Francis Inquiry Report: Full Report, Francis Report, Friends and Family Test (NHS), Fundamental Standards, Gagging Clause Culture, General Hospitals, General Medical Council, General Pharmaceutical Council (GPhC), Government Response to Francis Inquiry Report, Health and Safety Executive (HSE), Health Education England Mandate, Health Education England Mandate: April 2014 to March 2015, Health Protection Agency (HPA), Health Service Ombudsman, Healthcare Financial Management Association (HFMA), Hospital Complaints, Hospital Mortality, Hospital Mortality Rates, Hospital Standardised Mortality Ratios (HSMRs), House of Commons Library, House of Commons Public Administration Select Committee (PASC), Implications of the Francis Inquiry Report, Improving Patient Safety, Independent Chief Inspector of Hospitals, Inspections and Bureaucracy, Institute of Healthcare Management, Keogh Review, Leadership, LINks, Local Government Association, Local Involvement Networks (LINks), Mandate to the NHS Commissioning Board, Mid Staffordshire NHS Foundation Trust, Mid Staffordshire NHS Foundation Trust Inquiry, Mid Staffordshire NHS FT Public Inquiry: Government Response, Mid-Staffordshire NHS Trust, Monitor, Monitor Contingency Planning Team (CPT), More Complaints Please!, Mortality, Mortality Rates, National Audit of Dementia Care in Hospitals 2011, National Care Forum (NCF), National Patient Safety Agency, National Voices, NCF, Negative Culture, NHS Accountability, NHS Clinical and Financial Engagement, NHS Complaints Process, NHS Complaints System: Department of Health Review, NHS Constitution, NHS Constitution and Whistleblowing, NHS England (Formerly the NHS Commissioning Board), NHS England Business Plan 2013/14 – 2015/16, NHS Hospital Complaints, NHS Hospital Complaints System, NHS Litigation Authority (NHSLA), NHS Networks, Nursing & Midwifery Council, Nursing and Midwifery Council (NMC), Nursing Standards, Openness, Openness and Honesty When Things Go Wrong, Openness and Honesty When Things Go Wrong (GMC / NMC), Openness and Transparency, Oppressive NHS Culture, Parliamentary and Health Service Ombudsman, Patient and Public Involvement Forums (PPIFs), Patient Complaints, Patient Experience, Patient Safety, Patients First and Foremost, Patients Not Heard, Poor Governance, Preventable Hospital Mortality, Principles of Good Complaint Handling, Professional Disengagement, Professional Standards, Professor Don Berwick, Public Administration Select Committee (PASC), Putting Patients First: NHS England Business Plan 2013/14 – 2015/16, Quality Accounts, Quality Improvement, RCGP, Reactions to the Francis Inquiry Report, Repercussions From the Francis Inquiry Report, Report of the Mid Staffordshire NHS Foundation Trust Public Inquiry, Responses to the Francis Inquiry Report, Review of NHS Complaints System, Royal College of General Practitioners (RCGP), Royal College of Surgeons, Royal College of Surgeons of England (RCSENG), Scrutiny, Shropshire and Staffordshire Strategic Health Authority (SaSSHA), Sir Robert Francis QC, Somebody Else's Problem (SEP), South Staffordshire PCT (SSPCT), Staff Motivation, Stafford, Statutory Duty of Candour, Strategic Health Authorities (SHAs), Strengthening Corporate Accountability, Sue Ryder, UK Parliament, Voluntary Organisations Disability Group (VODG), Warning Signs, West Midlands, West Midlands SHA (WMSHA), Whistleblowing, Workforce Learning Points From Francis 2013, Workforce Planning Implications From Francis 2013
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Quality of NHS and Social Care Declining? (BBC News / Care Quality Commission)
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
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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 →