Tag Archives: Raising Concerns

Persistent Failings Versus Quality Improvement in Mental Health Care (PHSO / CQC)

Posted on April 16, 2018 by Dementia and Elderly Care News

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 →

Worked Up? Speak Up Campaign: Concerning the Care of Older People (CQC)

Posted on March 11, 2017 by Dementia and Elderly Care News

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 →

Posted in Acute Hospitals, Commissioning, Community Care, CQC: Care Quality Commission, End of Life Care, For Carers (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), Local Interest, Management of Condition, National, Patient Information, Person-Centred Care, Quick Insights, Standards, UK, Universal Interest | Tagged Awareness Campaigns, Breaking Down Barriers Report: Older People and Complaints About Health Care, Care for Older Patients With Dementia, Care for Older People, Care of Older People, Care of Older People in Hospitals, Care of Older People Living at Home, Care of Older People Living in Care Homes, Care Quality Commission (CQC), Care Quality Commission’s Worked Up? Speak Up Campaign, Carer Experience, Comments and Complaints, Complaints, Complaints Advocacy, Complaints and Raising Concerns, Complaints Support Services, Culture of Raising Concerns, End-User Experience, Experience of Care, Experiences, Experts by Experience, Health and Care of Older People, Improving Patient Experience, Learning from Complaints, Monitoring the Quality of Care, Patient Experience, Patirnts Carers and Families Offered Support (To Complain), Quality of Care, Quality of Care for Older People, Raising Concerns, Reluctance to Raise Concerns About Care, Twitter: #CareForOlderPeople, Unwillingness to Complain About Poor Quality Care, User-Led Vision for Raising Concerns and Complaints, Variations in Quality of Care, Worked Up? Speak Up Campaign (CQC), Worked Up? Speak Up Campaign: #CareForOlderPeople Hashtag | Leave a comment

Guidance on Raising Concerns (RCN)

Posted on January 18, 2017 by Dementia and Elderly Care 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 | Tagged 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 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), Stages in Raising Concerns, Whistleblowing, Whistleblowing Guidance, Whistleblowing in the Independent Sector, Whistleblowing in the NHS | Leave a comment

Latest NHS Whistleblowing Policy (NHS Improvement)

Posted on April 21, 2016 by Dementia and Elderly Care News

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 →

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

An Exploration of the Many Aspects of Safeguarding (CQC / RCN / BMA / LGA / ADASS / NHS Confederation / NIHR SDO)

Posted on June 26, 2015 by Dementia and Elderly Care News

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 | 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) | Leave a comment

More on Complaints Handling in the NHS (BBC News / PHSO / NHS England / Patients’ Association)

Posted on June 13, 2015 by Dementia and Elderly Care News

Summary Research commissioned by the Parliamentary and Health Service Ombudsman (PHSO) indicates that around only one-third of people who experience poor service from public bodies, including the NHS, in England actually make a complaint. Common reasons for not to complaining … Continue reading →

Posted in Acute Hospitals, BBC News, Commissioning, Community Care, CQC: Care Quality Commission, Department of Health, For Carers (mostly), For Doctors (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), In the News, National, NHS England, Patient Care Pathway, Patients Association, Person-Centred Care, Quick Insights, Standards, Statistics, UK | Tagged Anna Bradley: Chairwoman of Healthwatch England, BBC Health News, Care Quality Commission (CQC), Comments and Complaints, Commissioning Bodies, Communication With PHSO Too Time-Consuming, Compassionate Care, Compassionate Complaints Handling System, Complainant and Non-Complainant Survey (PHSO), Complaint Themes, Complaints, Complaints About Acute Trusts (2014-15) Report, Complaints About Acute Trusts in England, Complaints Advocacy, Complaints Handling, Complaints Support Services, Consumer Experiences of Health and Social Care, Culture, Culture Change, Culture of Candour, Customer Contact & Complaints, Dame Julie Mellor: Parliamentary and Health Ombudsman Service, Defensive Culture: Deny Delay Defend and Deceive, Dismissive or Insensitive Attitude of PHSO Assessors / Investigators (Alleged), Effective Complaints Handling, End-User Experience, Experiences, Fear of Raising Concerns About Care, Feeling In the Wrong When Complaining, Formal Complaints, Formal Complaints Process, Future for Health and Social Care Complaints Handling, Governance, Health and Social Care Complaints System, Healthwatch England, Hospital Complaints, Katherine Murphy: Chief Executive of the Patients Association, Kerry Thompson: NHS England Senior Customer Service Centre Manager, Negative Culture: Deny Delay Defend and Deceive, Negative Experiences of Care, NHS and Local Authority Red Tape, NHS Complaints Advocacy, NHS Complaints Process, NHS England Complaints Policy, NHS England National Customer Contact Centre, NHS Governance and Accountability, NHS Governance in Complaints Handling (PHSO), NHS Governance of Complaints Handling, NHS Hospital Complaints, NHS Hospital Complaints System, No Apology, Openness, Openness and Transparency, Parliamentary and Health Service Ombudsman, Parliamentary and Health Service Ombudsman (PHSO), Parliamentary and Health Service Ombudsman: Labyrinth of Bureaucracy (Patients Association), Patient Complaints, Patient Complaints Handling, Patient Experience, Patient Experiences of Complaints Handling, Patients Association, Patients Association Findings from November 2014 PHSO Report, Patients Feel Completely Let Down, Patients Feel Emotionally Debilitated, Patients Made to Feel In the Wrong For Complaining, Patients Not Listened To or Not Believed, PHSO Failure to Challenge NHS Organisations (Alleged), PHSO Recommendations are Ineffective (Allegation), PHSO: Alleged to Overlook or Ignore Evidence, Principles of Good Complaint Handling, Public Services Complaints, Quality Improvement, Raising Concerns, Raising Concerns Policy, Raising Standards, Reducing Complexity, Reluctance to Raise Concerns About Care, Scope of Complaints Narrowed (Allegation), Service User Experience, Sir Robert Francis QC, Speaking Up: Resolving NHS Complaints and Preventing Problems Recurring, Statutory Duty of Candour, Sub-Standard Final Complaints Reports, Table of Complaints About Acute Trusts (2014-15), Themes of Complaints (For PHSO Reflection), Transparency, Transparency and Accountability, Transparent Learning Culture, User Complaints, User Experience, User-Led Vision for Raising Concerns and Complaints, User-Led Vision of the Complaints System, Valuing Complaints | Leave a comment

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Guidance on Raising Concerns (RCN)

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