Tag Archives: Parliamentary and Health Service Ombudsman

More on Sustaining Quality Improvement (CQC / PHSO)

Posted on March 7, 2020 by Dementia and Elderly Care News

Summary The Care Quality Commission (CQC) has published further findings about sustaining improvement, based on the positive examples from four case studies, including: Cambridge University Hospitals NHS Foundation Trust. East Lancashire Hospitals NHS Trust. North Staffordshire Combined Healthcare NHS Trust. … Continue reading →

Unsafe Discharges From Hospitals Breach NICE Guidelines (BBC News / PHSO)

Posted on May 11, 2016 by Dementia and Elderly Care News

Summary The Parliamentary and Health Service Ombudsman (PHSO) has reported on complaints received about hundreds of vulnerable and elderly patients, sometimes including those with dementia and / or frailty, who have been discharged inappropriately from hospital. It seems likely that … 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, Integrated Care, Management of Condition, National, NHS, Patient Care Pathway, Person-Centred Care, Quick Insights, Standards, UK, Universal Interest | Tagged Acute Care, Acute Hospitals, Adults With Social Care Needs, Ageing Population, Avoidable Harm, Avoidable Mortality, Avoidable Rehospitalisations, Barriers and Challenges in Discharge Planning, Breakdowns or Failures in Communication, Care Transitions, Care Transitions Involving Adults With Social Care Needs, Care Transitions of Older People, Collaboration, Collaborative Care, Collaborative Care Planning, Collaborative Communication, Communication, Communication During Handovers, Compassionate Care, Coordinated Health and Social Care, Culture of Compassionate Care, Dame Julie Mellor: Parliamentary and Health Ombudsman Service, Deficient Checking and Oversight, Delayed Transfers of Care, Delayed Transfers of Care (DETOCs), Destination on Discharge, Dignity, Dignity and Respect, Discharge, Discharge and Out of Hospital Care, Discharge at a Reasonable Time, Discharge Coordination, Discharge Coordinators, Discharge From General Inpatient Hospital Settings, Discharge Guidelines, Discharge Information, Discharge Planning, Dysfunctional Patient Flow, Geriatric Assessment and Care, Handover, Health and Social Care, Health and Social Care Integration, Hospital Admissions, Hospital Discharge, Hospital Readmission Risk Factors, Improving Patient Safety, Information Sharing, Information Sharing: Care Plans, Information Sharing: Communication Needs, Integrated Discharge Process, Integration of Health and Social Care, Integration of Health and Social Care for Older People, Managing Transitions, MDTs: Multidisciplinary Teams, Multi-Agency Collaboration, Multi-Disciplinary Teams, Parliamentary and Health Service Ombudsman, Parliamentary and Health Service Ombudsman (PHSO), Partnership and Collaboration, Patient Dignity, Patient Safety, Patient Transitions of Care, Post-Discharge Support, Promoting Dignity in Dementia, Quality Improvement, Reducing Delayed Transfers of Care, Reducing Early Hospital Readmissions, Safe and Compassionate Care, Transition Between Inpatient Hospital Settings and Community or Care Home Settings, Transition Planning, Transitions, Transitions Between Health and Social Care | Leave a comment

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

The Foundations for a Patient-Centred NHS Learning Culture? (Department of Health / BBC News)

Posted on July 21, 2015 by Dementia and Elderly Care News

Summary This “Learning Not Blaming” report presents the government’s response to (i) the Francis Freedom to Speak Up review, (ii) the Morecambe Bay Investigation, and (iii) the Public Administration Select Committee’s report on clinical incidents. The common theme for addressing … 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

Dying Matters Awareness Week 2015: Plus Related Information and Developments (Dying Matters Coalition / BBC News / PHSO / Nursing Times)

Posted on May 21, 2015 by Dementia and Elderly Care News

Summary The “Dying Matters Awareness Week”, this year having the theme “Talk, Plan, Live”, occurs between May 18th – 24th 2015. The aim is to support more open discussion about dying, death and bereavement. Making end of life wishes known, … Continue reading →

Posted in Acute Hospitals, BBC News, Charitable Bodies, Commissioning, Community Care, 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, Integrated Care, Management of Condition, National, Non-Pharmacological Treatments, Patient Care Pathway, Patient Information, Person-Centred Care, Personalisation, Quick Insights, RCN, Standards, Statistics, UK, Universal Interest | Tagged BBC Health News, Canterbury Christ Church University, Comfort and Pain Management, Dame Julie Mellor: Parliamentary and Health Ombudsman Service, Dying Matters, Dying Matters Awareness Week, Dying Matters Awareness Week (2015), Dying Matters Awareness Week: Talk Plan Live (2015 Theme), Dying Matters Coalition, Dying Without Dignity (PHSO), East Kent Hospitals University Foundation Trust, End-of-Life Care at Home, End-of-Life Care Delivered At Home, End-of-Life Care in Acute Hospitals, End-of-Life Care Pathways, End-of-Life Dementia Care Barriers: Access to Palliative Care, End-of-Life Dementia Care Barriers: Inappropriate Hospital Admissions, End-of-Life Dementia Care Barriers: Inappropriate Interventions, End-of-Life Dementia Care Barriers: Inconsistency in Care Standards in Hospitals, End-of-Life Dementia Care Barriers: Lack of Continuity of Care, End-of-Life Dementia Care Barriers: Lack of Support for Carers, End-of-Life Dementia Care Barriers: Poor Pain Management, Good Death in Acute Hospitals, Lynda Thomas: Macmillan Cancer Support, Macmillan Cancer Support, Nursing Times, Pain Management, Pain Management in Older People with Dementia, Palliative and End-of-Life Care at Home, Palliative and End-of-Life Care in Hospitals, Palliative Care, Parliamentary and Health Service Ombudsman, Parliamentary and Health Service Ombudsman (PHSO), Preferred Place of Death, Professor Sir Mike Richards: Former Chief Inspector of Hospitals (CQC), Responsibility for End-of-Life Care in Care Homes, Royal College of Nursing (RCN), Time to Care | 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

More on Barriers to Effective Whistleblowing (BBC News / Patients First / Health Select Committee)

Posted on September 22, 2014 by Dementia and Elderly Care News

Summary Whistleblowers who “speak out” about their concerns concerning care standards in the health service may still face obstacles, problems and intimidation, despite recent progress in the creation of a more open and transparent NHS culture. Patients First has submitted … 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, National, NHS, Quick Insights, Standards, UK, Universal Interest | Tagged Ann Clwyd MP, BBC Health News, Behaviours to Enable Whistleblowing, Cathy James: Chief Executive of Public Concern, Closed Ranks Culture (Mid Staffordshire Public Inquiry), Clwyd and Hart Review Into Hospital Complaints, Complaint Advocacy Services, Complaint Handling, Complaint Handling by Providers, Complaint Handling in Social Care, Complaints and Raising Concerns, Complaints Handling in Primary Care, Complaints Matter, Complaints Programme Board (CPB), Complaints Wales, Culture, Culture Change, Defensive Leadership, Duty of Candour, Failure to Act, Fear of Raising Concerns About Care, Francis Inquiry, Francis Inquiry Report, Francis Report, Freedom and Responsibility to Speak Up (Francis Review Whistleblowing), Freedom To Speak Up Review (Sir Robert Francis QC), Freedom to Speak Up? (Whistleblowing Review), Gagging Orders, General Medical Council (GMC), Handling of Complaints by Commissioners, Harassment of Whistleblowers, Hard Truths, Health Select Committee (HSC), Health Service Ombudsman, Healthwatch and Public Involvement Association (HAPIA), Healthwatch England: Power to Act as Supercomplainant on Behalf of Consumers, Honesty, House of Commons Health Committee, House of Commons Health Committee Report on Complaints and Raising Concerns, House of Commons Health Select Committee, Implications of the Francis Inquiry Report, Incident Reporting, Katherine Murphy: Chief Executive of the Patients Association, Local Ward Cultures, Mid Staffordshire NHS Foundation Trust Public Inquiry, Mistreatment of Whistleblowers, Negative Culture, NHS Constitution, NHS Constitution and Whistleblowing, NHS Corporate Self-Interest, NHS Culture, NHS Managerial Self-Interest, No Wrong Door Policy, Nurse Helene Donnelly, Nursing and Midwifery Council (NMC), Nursing and Midwifery Council’s Raising Concerns, Open and Honest Incident Reporting, Open Culture, Openness, Openness and Transparency, Organisational and Professional Cultures, Organisational Culture and Climate, PALS and NHS Complaints Advocacy Arrangements, Parliamentary and Health Service Ombudsman, Patient Advice and Liaison Service (PALS), Patients First (Support Organisation), Patients First and Foremost, Positive Culture, Principles of Good Complaint Handling, Professional Regulators and Complaints, Professor Sir Mike Richards: Former Chief Inspector of Hospitals (CQC), Programme to Identify Whistleblowers Who Have Suffered Detriment, Proposal for Single Complaints Gateway for Health and Social Care, Proposal for Single Health and Social Care Ombudsman for England, Public Administration Select Committee (PASC), Public Concern at Work, Public Interest Disclosure Act (PIDA), Public Services Ombudsman for Wales, Putting Patients First, Raising Concerns, Raising Concerns Policy, Raising Standards, Relatives and Residents Association, Reluctance to Raise Concerns About Care, Repercussions From the Francis Inquiry Report, Report of the Mid Staffordshire NHS Foundation Trust Public Inquiry, Role of Commissioners in Complaints, Sarah Wollaston: Chair of the House of Commons Health Select Committee, Shaping Culture, Sir Robert Francis QC, Staff Awareness, Staffordshire & Stoke on Trent Partnership NHS Trust, Statutory Duty of Candour, Structures to Enable Whistleblowing, Supercomplainant on Behalf of Consumers, Systems to Support Whistleblowing, Treatment of Staff Raising Concerns, Trust Blame and the Culture of Defensiveness, Victimisation of Whistleblowers, Whistleblowing, Whistleblowing Guidance, Whistleblowing Helpline, Whistleblowing in the NHS, Whistleblowing in the Public Sector | 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

Sepsis: Lives Could be Saved (BBC News / Health Service Ombudsman / UK Sepsis Trust / ICUsteps)

Posted on September 14, 2013 by Dementia and Elderly Care News

Summary A Health Service Ombudsman report indicates avoidable mortality in patients with sepsis, having found significant failings in treatment of the condition. Sepsis is caused by the body’s immune system overreacting to infection. It is more common in elderly people, and can be an extremely … Continue reading →

Posted in Acute Hospitals, BBC News, Charitable Bodies, 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, NICE Guidelines, Patient Information, Practical Advice, Quick Insights, Standards, Statistics, UK, Universal Interest | Tagged Acute Sepsis, Antibiotic Resistance, Avoidable Mortality, Awareness Raising, BBC Health News, Birmingham, Care Failings: Sepsis, College of Emergency Medicine, Critical Care Patient Liaison Committee (CritPal), Failing Antibiotics, Good Hope Hospital: Heart of England NHS Foundation, Health Service Ombudsman, Heart of England NHS Foundation Trust, ICUsteps, Immune System, Improving Sepsis Recognition and Treatment, Intensive Care and National Audit and Research Centre (ICNARC), Intensive Care Society, Leeds Institute of Biomedical and Clinical Sciences, Mark Bellamy: President of the Intensive Care Society, Mortality Statistics, National Institute for Health and Care Excellence (NICE), Nottingham University Hospitals Trust, Parliamentary and Health Service Ombudsman, Patient Safety, Premature Mortality, Preventable Hospital Mortality, Raising Sepsis Awareness, Sepsis, Sepsis 6 Toolkit, Sepsis Awareness, Sepsis Recognition, Sepsis Six, Surviving Sepsis Campaign, The Sepsis Six, UK Sepsis Trust, World Sepsis Day (13 September) | Leave a comment

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