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- 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)
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- 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: Principles of Good Complaint Handling
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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More on Barriers to Effective Whistleblowing (BBC News / Patients First / Health Select Committee)
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
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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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NHS Hospital Complaints Handling (Parliamentary and Health Service Ombudsman)
Summary The three documents listed below summarise research carried out by (or on behalf of) the Parliamentary and Health Service Ombudsman in support the government review into how NHS hospitals deal with complaints. This review followed the Francis Inquiry Report, … Continue reading
Posted in Acute Hospitals, For Carers (mostly), For Doctors (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), National, NHS, Patient Care Pathway, Patients Association, Person-Centred Care, Quick Insights, Standards, UK, Universal Interest
Tagged Accessing Formal Complaints System, Accountability, Ann Clwyd MP, Board Involvement in Complaints Handling, Clwyd and Hart Review Into Hospital Complaints, Collaborative Care, Collaborative Leadership, Continuous Improvement, Culture, Culture Change, DATIX (Patient Safety Healthcare Incidents Software), Defensive Leadership, Empowering Patients, Empowerment, Experiences, Feedback and Improvement, FFT: Friends and Family Test, Formal Complaints, Formal Complaints Process, Governance, Hospital Complaints, IFF Research Ltd, Leadership, Leadership and Culture, Margaret Heffernan (Willful Blindness), NHS Culture, NHS Friends and Family Test, NHS Governance and Accountability, NHS Governance of Complaints Handling, NHS Hospital Complaints, NHS Hospital Complaints System, PALS Information, Parliamentary and Health Service Ombudsman, Patient Experience, PHSO Involvement, Principles of Good Complaint Handling, Professor Tricia Hart (Chief Executive of South Tees Hospitals NHS Foundation Trust), Putting Things Right, Quality Governance, Reactions to the Francis Inquiry Report, Repercussions From the Francis Inquiry Report, Service User Experience, Signposting, Standardised Branding Across Trusts, Standardised Entry Points Across Trusts, TED Talks, Transparency and Accountability, Trust Blame and the Culture of Defensiveness, Trust Boards, Types of Complaints Information, User Experience, Willful Blindness
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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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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 →