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Tag Archives: Raising Concerns
More on Sustaining Quality Improvement (CQC / PHSO)
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 →
Posted in Acute Hospitals, Commissioning, Community Care, CQC: Care Quality Commission, For Doctors (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), Integrated Care, National, NHS, Person-Centred Care, Quick Insights, Standards, UK, Universal Interest
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Tagged Accountability and Assurance, ACOMHS: Royal College of Psychiatrists Accreditation for Community Mental Health Services, Advancing Quality Improvement Alliance (AQuA)., Assurance, Behrens R. CBE: Ombudsman and Chair of Parliamentary and Health Service Ombudsman, Cambridge University Hospitals NHS Foundation Trust, Cambridge University Hospitals NHS Foundation Trust (CUHFT), Care Quality Commission (CQC), Clinical Leaders, Clinical Leadership, Collaboration, Collaborative Care, Complaint Standards Framework, Complaint Standards Framework: Summary of Core Expectations (PHSO 2020), Complaint Standards Framework: Summary of Core Expectations for NHS Organisations and Staff, Complaint Themes, Complaints, Complaints About Acute Trusts in England, Complaints Advocacy, Complaints Handling, Complaints Support Services, Consumer Experiences of Health and Social Care, Continuous Improvement, Continuous Learning Culture, Cultural Leadership, Culture, Culture Change, Culture of Candour, Culture of Raising Concerns, Cumberlege Review (July 2020), Customer Contact & Complaints, Driving Improvement: Case Studies From 10 GP Practices, Driving Improvement: Case Studies From Eight Independent Hospitals, Driving Improvement: Case Studies From NHS Trusts (CQC), Driving Improvement: Case Studies From Nine Adult Social Care Services, Driving Improvement: Case Studies From Seven Mental Health NHS Trusts, East Lancashire Hospitals NHS Trust, Effective Complaints Handling, End-User Experience, Experiences, First Do No Harm: Report of the Independent Medicines and Medical Devices Safety Review, Formal Complaints, Formal Complaints Process, Future for Health and Social Care Complaints Handling, Governance, Health and Social Care Complaints System, Healthier Lancashire and South Cumbria Integrated Care System (ICS), Hospital Complaints, House of Commons Select Committee on Public Administration and Constitutional Affairs (PACAC), Improving Patient Safety, Independent Medicines and Medical Devices Safety Review (July 2020), Inspection, Integrated Care Partnerships (ICPs), Integrated Care Systems (ICSs), Involvement and Participation, Joined-Up Care, Joint Working, Joint Working Between Health and Social Care, Leadership, Leadership Development, Leadership Vision, Learning Culture, Lincolnshire Partnership NHS Foundation Trust, Lincolnshire Partnership NHS Foundation Trust (LPFT), Making Complaints Count: Supporting Complaints Handling (PHSO 2020), Making Complaints Count: Supporting Complaints Handling in the NHS and UK Government Departments, Mental Health Crisis Centre: Harplands Hospital, Moving Away From RAG Ratings, NHS Governance and Accountability, NHS Governance in Complaints Handling (PHSO), NHS Governance of Complaints Handling, NHS Hospital Complaints, NHS Hospital Complaints System, North Staffordshire Combined Healthcare NHS Trust, North Staffordshire Combined Healthcare NHS Trust: Quality Improvement in Mental Health Trusts Case Study, Openness, Openness and Transparency, Organisational Culture, Parliamentary and Health Service Ombudsman, Parliamentary and Health Service Ombudsman (PHSO), Patient Complaints, Patient Complaints Handling, Patient Experience, Patient Experiences of Complaints Handling, Patient Involvement, Patient Involvement in Quality Improvement, Patient Safety, Pennine Lancashire ICP, Principles of Good Complaint Handling, Professor Ted Baker: Chief Inspector of Hospitals at Care Quality Commission (CQC), Public and Patient Involvement, Public Services Complaints, Quality and Experience, Quality Assurance, Quality Assurance and Accreditation Schemes, Quality Improvement, Quality Improvement in Hospital Trusts: Sharing Learning From Trusts on QI Journey, Raising Concerns, Raising Concerns Policy, Raising Standards, Recruitment and Retention, Responding to CQC Inspection Reports / Ratings, Review of CQC’s Impact on Quality and Improvement in Health and Social Care, Self-Evaluation, Staff Empowerment, Staff Engagement, Staff Engagement in the NHS, Staff Motivation, Statistical Process Control (SPC) Principles, Sustaining Improvement (CQC), System Working, Systems Leadership, Transparency, Transparency and Accountability, Transparent Learning Culture, User Complaints, User Experience, User Participation, User-Led Vision of the Complaints System, Valuing Complaints, Vertical Integration, Vertical Integration (of Primary and Secondary Care), Ward Accreditation
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Persistent Failings Versus Quality Improvement in Mental Health Care (PHSO / CQC)
Summary The Parliamentary and Health Service Ombudsman (PHSO) has published a report addressing failings in specialist mental health services in England, and their devastating impact on patients and their families. The complaints in this report predate the Five Year Forward … Continue reading →
Posted in Commissioning, Community Care, CQC: Care Quality Commission, Department of Health, Diagnosis, For Carers (mostly), For Doctors (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), Integrated Care, Management of Condition, Mental Health, National, NHS, NHS England, Person-Centred Care, Personalisation, Quick Insights, SCIE, Standards, UK, Universal Interest
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Tagged Approved Mental Health Professionals Services, Calderstones Partnership NHS Foundation Trust: Quality Improvement in Mental Health Trusts Case Study, Care Quality Commission (CQC), Collaboration, Collaborative Care, Communication: Persistent Failings in Mental Health Services in England, Community and Mental Health Trusts, Complaints and Raising Concerns, Continuous Improvement, Continuous Learning Culture, Crisis Care Concordat, Culture of Raising Concerns, Diagnosis and Failure to Treat: Persistent Failings in Mental Health Services in England, Dignity and Human Rights: Persistent Failings in Mental Health Services in England, Driving Improvement in Mental Health Trusts: Seven Case Studies, Failings in Mental Health Care, Five Year Forward View for Mental Health, Five Year Forward View for Mental Health (2016), Five Year Forward View for Mental Health (5YFVMH), Governance, Improving Patient Safety, Inappropriate Discharge and Aftercare: Persistent Failings in Mental Health Services in England, Inspection, Involvement and Participation, Joined-Up Care, Joint Working, Joint Working Between Health and Social Care, Leadership, Learning Culture, Lincolnshire Partnership NHS Foundation Trust: Quality Improvement in Mental Health Trusts Case Study, Local Variations, Mental Health Care, Mental Health Care and Treatment, Mental Health Crisis Care Concordat, Mental Health Trusts, NHS Mental Health Services, NHS Mental Health Trusts in England, North Staffordshire Combined Healthcare NHS Trust: Quality Improvement in Mental Health Trusts Case Study, Organisational Culture, Oxleas NHS Foundation Trust: Quality Improvement in Mental Health Trusts Case Study, Parliamentary and Health Service Ombudsman (PHSO), Patient Involvement, Patient Involvement in Quality Improvement, Patient Safety, Persistent Failings in Mental Health Services in England: Parliamentary and Health Service Ombudsman, Public and Patient Involvement, Quality and Experience, Quality Improvement, Quality Improvement in Mental Health, Quality Improvement in Mental Health Trusts: Case Studies, Raising Concerns, Responding to CQC Inspection Reports / Ratings, Risk Assessment and Safety: Persistent Failings in Mental Health Services in England, SCIE Social Care Online, Sheffield Health and Social Care NHS Foundation Trust: Quality Improvement in Mental Health Trusts Case Study, Social Care Online, Somerset Partnership NHS Foundation Trust: Quality Improvement in Mental Health Trusts Case Study, South West Yorkshire Partnership NHS Foundation Trust: Quality Improvement in Mental Health Trusts Case Study, Staff Empowerment, Staff Engagement, Staff Engagement in the NHS, Staff Motivation, State of Health and Adult Social Care Report (2016), State of Health Care and Adult Social Care in England, State of Health Care and Adult Social Care in England 2015/16, Themes of Complaints (For PHSO Reflection), Transparent Learning Culture, Unexpected Deaths in Mental Health Trusts, User Participation
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Guidance on Raising Concerns (RCN / BBC News)
Summary The Royal College of Nursing (RCN) has issued guidance to support nurses concerning raising concerns, wherever they work i.e. whether in the NHS or in private / independent sector. Section headings cover: Raising Concerns Raising concerns or whistle blowing? … Continue reading →
Posted in For Carers (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), National, Northern Ireland, Person-Centred Care, Practical Advice, Quick Insights, RCN, Scotland, Standards, UK, Universal Interest, Wales
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Tagged BBC Health News, BBC Shropshire News, Confidentiality, Culture Change, Culture Change in Health and Care, Culture Change in the NHS, Culture Free From Bullying, Culture of Raising Concerns, Culture of Reflective Practice, Culture of Safety, Culture of Valuing Staff, Fear of Being Labelled Troublemaker, Fear of Raising Concerns About Care, Freedom to Speak Up Guardians, NHS Whistleblowing Policy, NNC Code of Conduct, Nursing and Midwifery Council (NMC) Code of Conduct, Open and Honest Incident Reporting, Open Culture, Openness, Patient Safety, Putting Patients First, Putting Things Right, Quality Improvement, Raising and Reporting Concerns, Raising Concerns, Raising Concerns (Whistleblowing) NHS Policy, Raising Concerns About Dignity and Comfort of Patients, Raising Concerns About Safety, Raising Concerns About Staffing, Raising Concerns Policy, Raising Concerns: Step-By-Step Guide, Raising Standards, RCN Guidance on Raising Concerns, RCN Raising Concerns Policy, Reflective Practice, Repercussions From the Francis Inquiry Report, Royal College of Nursing (RCN), Shrewsbury and Telford Hospital NHS Trust, Stages in Raising Concerns, Whistleblowing, Whistleblowing Guidance, Whistleblowing in the Independent Sector, Whistleblowing in the NHS
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Latest NHS Whistleblowing Policy (NHS Improvement)
Summary NHS Improvement has released a summary of NHS whistleblowing policy, in the form of a practical handbook. The aim is to promote an open and supportive culture which encourages staff to raise concerns about patient care quality or safety … Continue reading →
Posted in Commissioning, For Carers (mostly), For Doctors (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), Local Interest, National, NHS, NHS Improvement, Quick Insights, Standards, UK, Universal Interest
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Tagged Accountability, Advancing Change Team, Avoidable Harm, Behaviours to Enable Whistleblowing, CHKS Ltd, Corporate Self-Interest (Ahead of Patients), Culture Change, Culture Change in Health and Care, Culture Change in the NHS, Culture Free From Bullying, Culture of Raising Concerns, Culture of Reflective Practice, Culture of Safety, Culture of Valuing Staff, Data Quality in England (CHKS), Defensive Culture, Francis Freedom to Speak Up Report, Freedom and Responsibility to Speak Up (Francis Review Whistleblowing), Freedom to Speak Up (FTSU), Freedom to Speak Up Guardian, Freedom to Speak Up Guardians, Freedom to Speak Up Report, Freedom to Speak Up Report: Principle 10: Training, Freedom to Speak Up Report: Principle 11: Support, Freedom to Speak Up Report: Principle 12: Support to Find Alternative Employment in the NHS, Freedom to Speak Up Report: Principle 13: Transparency, Freedom to Speak Up Report: Principle 14: Accountability, Freedom to Speak Up Report: Principle 15: External Review, Freedom to Speak Up Report: Principle 16: Coordinated Regulatory Action, Freedom to Speak Up Report: Principle 17: Recognition of Organisations, Freedom to Speak Up Report: Principle 18: Students and Trainees, Freedom to Speak Up Report: Principle 19: Primary Care, Freedom to Speak Up Report: Principle 1: Culture of Safety, Freedom to Speak Up Report: Principle 20: Legal Protection, Freedom to Speak Up Report: Principle 2: Culture of Raising Concerns, Freedom to Speak Up Report: Principle 3: Culture Free From Bullying, Freedom to Speak Up Report: Principle 4: Culture of Visible Leadership, Freedom to Speak Up Report: Principle 5: Culture of Valuing Staff, Freedom to Speak Up Report: Principle 6: Culture of Reflective Practice, Freedom to Speak Up Report: Principle 7: Raising and Reporting Concerns, Freedom to Speak Up Report: Principle 8: Investigations, Freedom to Speak Up Report: Principle 9: Mediation and Dispute Resolution, Freedom To Speak Up Review (Sir Robert Francis QC), Freedom to Speak Up Self-Review Tool, Freedom to Speak Up: Guidance for NHS Trust and NHS Foundation Trust Boards, Freedom to Speak Up? (Whistleblowing Review), FTSU Guardian, FTSU Guardian Reports, Hospital Mortality Rates, Implications of the Francis Inquiry Report, Incident Reporting, Independent National Officer, Independent National Officer (INO), Independent National Whistleblowing Officer, Independent Patient Safety Champion, Independent Staff Concerns Advocate, Inspections and Bureaucracy, Intensive Support Teams, Investigations, Leadership for Culture Change, Legal Protection, Lives Ruined by Poor Handling of Staff Raising Concerns, Mid Staffordshire NHS Foundation Trust, Monitor, National Guardian’s Office, National Reporting and Learning System, NHS Corporate Self-Interest, NHS Culture, NHS Managerial Self-Interest, NHS TDA: NHS Trust Development Authority, NHS Trust Development Authority (NHS TDA), NHS Trust Development Authority (NTDA), NHS Trust Development Authority (TDA), NHS Whistleblowing Policy, Open and Honest Incident Reporting, Open Culture, Openness, Oversight and Monitoring, Patient Safety, Quality Improvement, Raising and Reporting Concerns, Raising Concerns, Raising Concerns (Whistleblowing) NHS Policy, Reduction in Bureaucracy, Reflective Practice, Regulation, Repercussions From the Francis Inquiry Report, Reporting Culture, Reporting Culture in the NHS, Royal Wolverhampton NHS Trust, Verita, Verita: Improvement Through Investigation, Vision for Raising Concerns in NHS, Well-Led Framework for Governance Reviews, Whistleblowing, Whistleblowing in the NHS, Whistleblowing Protection for Doctors in Training
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Older People Reluctant to Complain About Poor Health and Care Services (BBC News / PHSO / Healthwatch)
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
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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
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An Exploration of the Many Aspects of Safeguarding (CQC / RCN / BMA / LGA / ADASS / NHS Confederation / NIHR SDO)
Summary As the title suggests, this contribution is an exploratory “work in progress” towards better understanding of the issues, rather than a definitive review. Updates will be added here, or referenced and linked to elsewhere, as they appear in future. … Continue reading →
Posted in Acute Hospitals, Charitable Bodies, 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), Management of Condition, Mental Health, Models of Dementia Care, National, NHS, NHS Confederation, NHS England, Non-Pharmacological Treatments, Northern Ireland, Patient Care Pathway, Person-Centred Care, Personalisation, Quick Insights, RCN, SCIE, Scotland, Standards, UK, Universal Interest, Wales
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Tagged 24/7 Advice From Mental Health Professionals, Abuse, Abuse of Vulnerable Adults, Access to Mental Health Services, ACPO: Association of Chief Police Officers, Acts of Omission, Acute Hospitals, Adult Prisons and Young Offender Institutions, Adult Safeguarding Improvement Tool, Adult Social Care, Adults at Risk of Harm, Adults Lacking Capacity, Ann Norman: RCN Professional Lead for Criminal Justice and Learning Disabilities, Assessing Mental Capacity, Assessing Risk of Harm (Not Just Past Harm), Association of Chief Police Officers, Association of Directors of Adult Social Services (ADASS), Association of Police and Crime Commissioners, BAME Challenges, BAME Experiences, Best Interests, Birmingham Children’s Hospital, Birmingham Children’s Hospital (BCH), Birmingham Children’s Hospital NHS Foundation Trust, Black and Minority Ethnic (BME), Black Asian and Minority Ethnic (BAME), Black Mental Health UK, Blaming, BMA: British Medical Association, BME Communities, British Medical Association (BMA), Care Act 2014, Care of Vulnerable Adults, Care Quality Commission (CQC), Care Quality Commission’s Inspection Framework, Care Quality Commission’s Inspection Regime, Care Quality Commission’s Key Lines of Enquiry (KLOEs), Child Protection, Children Looked After and Safeguarding Inspections (CLAS), Children’s Services Team (CQC), Clinical Pragmatism and Proportionality, Coercion, Community Health Services, Complaints and Raising Concerns, Complex Best Interests Decision Making, Controlling, Counter Terrorism and Security Act 2015, CQC Requirements Notices, CQC Warning Notices, CQC Working With Other Inspectorates, CQC’s Intelligent Monitoring, Crisis Care Concordat, Crisis Intervention and Prevention, Crisis Planning, Crisis Response, Crisis Support, Cyber Bullying, Data Protection Act, Dawne Garrett: Older People and Dementia Care at Royal College of Nursing, Deprivation of Contact, Deprivation of Liberty Safeguards, Deprivation of Liberty Safeguards (DoLS), Disclosure and Barring Scheme, Discriminatory Abuse, Domestic Servitude, Electronic Cause for Concern Referral Form, Electronic Reporting (Situation Background Assessment and Recommendation), Emergency Services, Emergency Support, Emotional Abuse, Empowerment, Enforcement and Intelligent Monitoring (CQC), Equalities Protected Characteristics (Age Disability Gender Reassignment Marriage and Civil Partnership Pregnancy and Maternity Race Religion and Belief Sex Sexual Orientation), Equality Act 2010, Equality and Human Rights, Factors Contributing to Vulnerability, Financial Abuse, Financial or Material Abuse, Fiona Smith: RCN Professional Lead for Children and Young People, Forced Labour, Fundamental Standard(s) on Safeguarding, Fundamental Standards of Safety and Quality (2015), GP Out-of-Hours Services, GPs and Safeguarding, Harassment, Health and Justice Team (CQC), Health and Social Care Act 2008 (Relating to CQC), Health Services and Delivery Research, Human Rights, Human Rights and Nursing, Human Rights Approach to Regulation (CQC), Human Rights Culture, Human Rights in Care Homes, Human Trafficking, Humiliation, Ian Hulatt: RCN Professional Lead for Mental Health, Immigration Removal Centres (IRCs), Inadequate Responses to Complex Needs, Inadequate Staffing, Inappropriate Medication, Independent Healthcare, Independent Mental Capacity Advocates (IMCAs), Information and Intelligence Sources on Safeguarding, Information Shared Between CQC and PPGs, Information Sharing, Information Sharing by Mental Health Services, Inspection of GP Out-of-Hours Services, Insufficient Knowledge Base Within Services, Intelligent Monitoring, Intimidation, Isolation, KLOEs: Key Lines of Enquiry, Knowledge Sharing in Safeguarding, Liaison Psychiatry Services, Local Authorities, Local Crisis Care Concordat Groups, Local Government Association: LGA, Local Partnerships, Local Safeguarding Adults Boards, Local Safeguarding Adults Boards (LSABs), Local Safeguarding Children Boards (LSCBs), Local Safeguarding Children’s Boards (LSCBs), Long Term Abuse (Patterns of Abuse and Harm), Mental Capacity Act (MCA), Mental Capacity Act 2005, Mental Capacity and Best Interests, Mental Health and the Criminal Justice System, Mental Health Awareness, Mental Health Care and Treatment, Mental Health Crisis, Mental Health Crisis Care Concordat, Modern Slavery, Multi-Agency Child Protection Inspections, Multi-Agency Collaboration, Multi-Agency Integration, Multi-Agency Risk Assessment Conferences (MARACs), Multi-Agency Safeguarding, Multi-Agency Working, National Institute for Health Research (NIHR), National Institute for Health Research (NIHR) Service Delivery and Organisation (SDO), Neglect, Neglect (Patterns of Abuse and Harm), Neglectful Care, NHS Clinical Commissioners, NHS Confederation, NHS GP and Out-of-Hours Services, NHS Patient Safety Paradigm, NHSCC: NHS Clinical Commissioners, NIHR Health Services and Delivery Research Programme, North Manchester General Hospital, Nottingham University Business School: University of Nottingham, Opportunistic Abuse (Patterns of Abuse and Harm), Organisational Abuse, Other Inspectorates: CQC Work With HMI Constabulary, Other Inspectorates: CQC Work With HMI Prisons, Other Inspectorates: CQC Work With HMI Probation, Other Inspectorates: CQC Work With Ofsted, Over-Medication, Patterns of Abuse and Harm, Pennine Acute Hospitals Trust, Pennine Package, Police Custody, Poor Care Standards, Poor Professional Practice, Precautionary Principle, Prevent Strategy (2011), Preventing Radicalisation, Protected Characteristics (Age Disability Gender Reassignment Marriage and Civil Partnership Pregnancy and Maternity Race Religion and Belief Sex Sexual Orientation), Protecting Adults from Abuse or Neglect, Psychological Abuse, Raising Concerns, RCN Older People’s Forum, Reducing the Use of Police Cells, Responding to People With Mental Ill Health, Restraint, Restraint in Health and Adult Social Care, Rigid Routines, Royal College of Nursing (RCN), SAB: Safeguarding Adults Boards, Safeguarding Adult Review, Safeguarding Adults, Safeguarding Adults and Children, Safeguarding Adults at Risk, Safeguarding Adults Boards, Safeguarding Adults Boards (SABs), safeguarding Adults Reviews, Safeguarding Adults Reviews (SARs), Safeguarding Between Hospital Services and Children’s Social Care, Safeguarding Children and Young People, Safeguarding Committee (CQC), Safeguarding of Vulnerable Adults (SOVA), Safeguarding Vulnerable Adults, SBAR (Situation Background Assessment Recommendation), School of Medicine Pharmacy and Health: University of Durham, School of Social Policy: University of Birmingham, Seclusion (Supervised Confinement), Secure Training Centres (STCs), Self-Neglect, Sense-Making in Safeguarding, Serial Abuse (Patterns of Abuse and Harm), Serious Case Review, Serious Case Reviews, Serious Case Reviews (SCRs), Sexual Abuse, Situation Background Assessment and Recommendation, Situational Abuse (Patterns of Abuse and Harm), Special Reviews of Child Safeguarding, Specialist Mental Health Services, Supporting Vulnerable People, Systems and Processes, Threats of Harm or Abandonment, University of Birmingham, University of Durham, University of Nottingham, Unreasonable / Unjustified Withdrawal of Services, Unreasonable / Unjustified Withdrawal of Supportive Networks, Urgent and Emergency Services, Use of Police Custody as a Place of Safety for People with Mental Health Needs, Verbal Abuse, Vulnerable Adults, Whistleblowing, Whistleblowing Guidelines, Withholding of Necessities of Life (Medication Nutrition Hydration and and Heating), Working Together to Safeguard Children (2015), Young Offender Institutions (YOIs), Youth Offending Teams (YOTs)
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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 →
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
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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
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Government Consultation on Francis Freedom to Speak Up Report (Department of Health)
Summary The Government has launched a public consultation to assess recommendations from the Francis Freedom to Speak Up review, to support NHS staff in speaking up about poor care and patient safety. This open consultation allows staff, patients and the … Continue reading →
Posted in Acute Hospitals, Community Care, Department of Health, 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, Local Interest, Management of Condition, National, NHS, Person-Centred Care, Quick Insights, Standards, UK, Universal Interest
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Tagged Accountability, Adversarial and Defensive Culture, Avoidable Harm, Behaviours to Enable Whistleblowing, Better Handling of Cases, Bureaucracy, Confidentiality Clauses, Continuous Improvement, Coordinated Regulatory Action, CQC Recognition of Well-Led Organisations, Culture Change, Culture Change in Health and Care, Culture Change in the NHS, Culture Change in the NHS: Lessons of Two Francis Inquiries, Culture Free From Bullying, Culture of Raising Concerns, Culture of Reflective Practice, Culture of Safety, Culture of Valuing Staff, Culture of Visible Leadership, Department of Health Consultations Coordinator, Department of Health's Professional Standards Team, Department of Health's Strategy and External Relations Directorate, Duty of Candour (DoC), End-User Experience, Extending Legal Protection, External Review, Fit and Proper Person Test, Fit and Proper Person’s Test, Fit and Proper Persons Requirement for Directors, FPPT: Fit and Proper Person Test, Francis Freedom to Speak Up Report, Freedom and Responsibility to Speak Up (Francis Review Whistleblowing), Freedom of Information Act 2000 (FOIA), Freedom to Speak Up Guardian, Freedom to Speak Up Guardians, Freedom to Speak Up Report, Freedom to Speak Up Report: Principle 10: Training, Freedom to Speak Up Report: Principle 11: Support, Freedom to Speak Up Report: Principle 12: Support to Find Alternative Employment in the NHS, Freedom to Speak Up Report: Principle 13: Transparency, Freedom to Speak Up Report: Principle 14: Accountability, Freedom to Speak Up Report: Principle 15: External Review, Freedom to Speak Up Report: Principle 16: Coordinated Regulatory Action, Freedom to Speak Up Report: Principle 17: Recognition of Organisations, Freedom to Speak Up Report: Principle 18: Students and Trainees, Freedom to Speak Up Report: Principle 19: Primary Care, Freedom to Speak Up Report: Principle 1: Culture of Safety, Freedom to Speak Up Report: Principle 20: Legal Protection, Freedom to Speak Up Report: Principle 2: Culture of Raising Concerns, Freedom to Speak Up Report: Principle 3: Culture Free From Bullying, Freedom to Speak Up Report: Principle 4: Culture of Visible Leadership, Freedom to Speak Up Report: Principle 5: Culture of Valuing Staff, Freedom to Speak Up Report: Principle 6: Culture of Reflective Practice, Freedom to Speak Up Report: Principle 7: Raising and Reporting Concerns, Freedom to Speak Up Report: Principle 8: Investigations, Freedom to Speak Up Report: Principle 9: Mediation and Dispute Resolution, Freedom To Speak Up Review (Sir Robert Francis QC), Freedom to Speak Up? (Whistleblowing Review), Healthcare Governance Systems, History of Raising Concerns: a Positive Characteristic in Potential Employees, Honesty, Implications of the Francis Inquiry Report, Incident Reporting, Independent National Officer, Independent National Officer (INO), Independent National Whistleblowing Officer, Independent Patient Safety Champion, Independent Staff Concerns Advocate, Inspections and Bureaucracy, Investigations, Leadership for Culture Change, Legal Protection, Lives Ruined by Poor Handling of Staff Raising Concerns, Local Risk Management Systems (LRMS), Maintaining High Professional Standards (MHPS), Measures to Support Good Practice, Mediation and Dispute Resolution, Mid Staffordshire NHS Foundation Trust, NHS Culture, Open and Honest Incident Reporting, Open Culture, Openness, Oversight and Monitoring, Parliamentary and Health Services Ombudsman, Patient Experience, Patient Safety, PIDA: Public Interest Disclosure Act, Professional Regulators and Complaints, Professional Standards, Programme to Identify Whistleblowers Who Have Suffered Detriment, Protected Disclosure, Public Concern at Work, Public Concern at Work (PCaW), Public Interest Disclosure Act 1998 (PIDA), Quality Accounts, Quality Governance, Quality Improvement, Raising and Reporting Concerns, Raising Concerns, Reduction in Bureaucracy, Reflective Practice, Regulation, Repercussions From the Francis Inquiry Report, Reporting Culture, Reporting Culture in the NHS, Rt Hon Jeremy Hunt MP: Former Secretary of State for Health, Secretary of State for Health, Service User Experience, Sir Robert Francis QC, Strengthening Legislation, Structures to Enable Whistleblowing, Students and Trainees, Support to Find Alternative Employment in the NHS, Suspensions and Special Leave, System Regulators: Financial and Quality Regulators of NHS Services, Systems to Support Whistleblowing, Training, Training Bodies, Transparency, Vulnerable Groups, Well-Led (CQC Inspection Question), Well-Led Indicators (CQC), Whistleblowing, Whistleblowing in the NHS
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More on the NHS Culture of Openness: Lessons From Two Francis Inquiries (Department of Health)
Summary The Government has published a report explaining progress in the NHS since the Francis Inquiry report (February 2013) . It supports the full adoption, in principle, of Freedom to Speak Up review recommendations to protect whistleblowers who raise legitimate … Continue reading →
Posted in Acute Hospitals, 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, Integrated Care, Local Interest, Management of Condition, National, NHS, Patient Care Pathway, Person-Centred Care, Practical Advice, Quick Insights, Standards, UK, Universal Interest
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Tagged Acute Care, Acute Hospitals, Assessing Risk of Harm (Not Just Past Harm), Avoidable Harm, BBC Health News, Behaviours to Enable Whistleblowing, Berwick Review, Berwick Review of Patient Safety, Better Care for Older Patients With Dementia, Building Capability, Candour, Care Certificate, Cavendish Review, Centrally-Driven Proposals, Challenges of Reconfiguration, Character Assassination of Whistleblowers, Closed Ranks Culture (Mid Staffordshire Public Inquiry), Clwyd and Hart Review Into Hospital Complaints, Code of Conduct for Healthcare Support Workers, Commonwealth Fund, Compassion in Practice, Compassionate Care, Configuration of Services, Consequences of the Francis Inquiry Report, Culture Change, Culture Change in the NHS, Culture Change in the NHS: Lessons of Two Francis Inquiries, Culture of Compassionate Care, Dementia Care in Acute General Hospitals, Dementia Care in Acute Settings, Dementia Care in General Hospitals, Dementia Care in Hospitals, Duty of Candour, EU Council’s Recommendations on Patient Safety and Health Care Associated Infections, Fit and Proper Persons Requirement for Directors, Francis Effect, Francis Inquiry, Francis Inquiry Report, Francis Report, Francis Report: Part of a Linked Set of Reports on Quality, Freedom and Responsibility to Speak Up (Francis Review Whistleblowing), Freedom to Speak Up Guardians, Freedom To Speak Up Review (Sir Robert Francis QC), Freedom to Speak Up? (Whistleblowing Review), Fundamental Standards, General Hospitals, General Medical Council (GMC), Government Response to Francis Inquiry Report, Harassment of Whistleblowers, Hard Truths, Health Education England Commission on Education and Training for Patient Safety, Health Education for Safety, Helene Donnelly OBE: Ambassador for Cultural Change at Staffordshire and Stoke on Trent Partnership NHS Trust, Honesty, Honesty and Transparency, Implications of the Francis Inquiry Report, Incident Reporting, Initiatives and Reviews into Quality of Hospital Care 2012/13, James Titcombe: National Advisor on Patient Safety and Culture & Quality at Care Quality Commission, Jane Cummings: Chief Nursing Officer for England, Keogh Mortality Review, Listening to Patients, Listening to Staff, Local Patient Safety Collaboratives, Medical Schools Council, Mid Staffordshire NHS Foundation Trust, Mid Staffordshire NHS Foundation Trust Inquiry, Mid Staffordshire NHS Foundation Trust Public Inquiry, Mistreatment of Whistleblowers, MyNHS Website: Comparing Safety Data, National Patient Safety Alerting System (NPSAS), NHS Culture, NHS England National Patient Safety Alerting System, NHS Leadership Academy’s Executive Fast Track Programme, NHS Litigation Authority, NHS Managerial Self-Interest, NHS Reform, NHS Safe Staffing, NHS Trust Development Authority, NHS Trusts and Foundation Trusts in Special Measures: 18 Months On, Nurse Staffing Levels, Nursing and Midwifery Council (NMC), Nursing Standards, Open and Honest Incident Reporting, Open Culture, Openness, Openness and Transparency, Outcome Metrics, Overbearing NHS Managerial Style, Patient Safety, Patient Safety Collaboratives Programme, Patient Safety Improvement, Patient-Centred Leadership, Patients First and Foremost, Person-Centred Model of Care for Patients with Dementia, Preventing Poor Care, Professor Don Berwick, Professor Sir Mike Richards: Former Chief Inspector of Hospitals (CQC), Professor Sir Norman Williams: President of Royal College of Surgeons, Professor Steve Field: Former Chief Inspector of General Practice (CQC), Public Interest Disclosure (Prescribed Persons), Putting Patients First, Quality Improvement, Quality Standards, Quality: Above Money, Raising Concerns, Reactions to the Francis Inquiry Report, Reconfiguration of Emergency Care System, Repercussions From the Francis Inquiry Report, Report of the Mid Staffordshire NHS Foundation Trust Public Inquiry, Reporting Culture, Reporting Culture in the NHS, Review of NHS Complaints System, Safe Staffing, SAFE: Safety Action for England, Safety Action for England Team (SAFE), Safety and Quality Standards, Safety Metrics, Safety Surveillance, Salford Royal NHS Foundation Trust, Serious Incident Framework, Sign Up to Safety Campaign, Sir David Dalton: Chief Executive of Salford Royal NHS Foundation Trust, Sir Robert Francis QC, Speaking Up Charter, Special Measures, Staff Whistleblowing Rights, Staffing, Standards of Care, State of Care 2013/14 (CQC), Structures to Enable Whistleblowing, Surgical Never Events Task Force Reference Group, Systems to Support Whistleblowing, Technology Enhanced Learning, Transparency, Ward Staffing Levels, Whistleblowing, Whistleblowing Helpline, Whistleblowing in the NHS
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Worked Up? Speak Up Campaign: Concerning the Care of Older People (CQC)
Summary The Care Quality Commission (CQC)’s “Worked Up? Speak Up” campaign concentrates on the quality of care for older people. It encourages people aged 60 years and older (and / or their friends and families) to share their experiences of … Continue reading →