Tag Archives: User Complaints

More Transparency Enforced in Care Homes Sector (BBC News / CQC)

Posted on November 3, 2016 by Dementia and Elderly Care News

Summary The Care Quality Commission (CQC) has ruled that care homes will have to reveal how many patients have been evicted against their wishes, and how many relatives of elderly patients have been banned from visiting loved ones. Full Text … Continue reading →

Posted in BBC News, Commissioning, Community Care, CQC: Care Quality Commission, For Carers (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), In the News, Local Interest, Management of Condition, National, Person-Centred Care, Quick Insights, Standards, UK, Universal Interest | Tagged Adult Social Care, Adult Social Care Funding, Adult Social Care in England, Adult Social Care Services, Ageing Population, Andrea Sutcliffe: Chief Inspector of Adult Social Care, BBC Cost of Care Project, BBC Health News, BBC's State of Care Theme, BBC’s Victoria Derbyshire Programme, Care Home Culture, Care Home Eviction Statistics, Care Home Inspections, Care Home Market, Care Home Regulation, Care Home Residents, Care Home Sector, Care Home Staff, Care Homes, Care Homes: Bans on Relatives Who Complain, Care of Vulnerable Adults, Care of Vulnerable People, Care Quality Commission (CQC), Care Quality Commission Guidance (CQC), Challenging Behaviour, Complaints Handling, Complaints Support Services, Complaints System in Health and Social Care, Effective Complaints Handling, End-User Experience, Experiences, Fear of Raising Concerns About Care, Patient Eviction Statistics (Care Homes), Regulators, Relatives Who Complain, Reluctance to Raise Concerns About Care, Service User Experience, Transparency, Transparency and Accountability, User Complaints, User Experience, Valuing Complaints, Victoria Derbyshire Programme, Victoria Derbyshire Programme (BBC Two), Visiting Rights in Care Homes | 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

NICE Consultation on Draft Guidelines for Care of the Dying Adult (BBC News / NICE)

Posted on July 30, 2015 by Dementia and Elderly Care News

Summary The National Institute for Health and Care Excellence (NICE) has released draft guidelines concerning the care of adults potentially entering the last days of their lives while in the care of the NHS. The guideline covers people dying from … Continue reading →

Posted in Acute Hospitals, BBC News, Community Care, End of Life Care, For Doctors (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), In the News, Integrated Care, Management of Condition, Models of Dementia Care, National, NHS, NICE Guidelines, Non-Pharmacological Treatments, Nutrition, Patient Care Pathway, Person-Centred Care, Personalisation, Quick Insights, Standards, UK, Universal Interest | Tagged BBC Health News, Care of the Dying Adult, Draft Guidelines for Care of the Dying Adult, End of Life Care, End of Life Care for People with Dementia, End of Life Care Pathway, End of Life Care Strategy, Liverpool Care Pathway (LCP), Liverpool Care Pathway for the Dying Patient (LCP), Liverpool Care Pathway: Poor Implementation, MDTs: Multidisciplinary Teams, Multi-Disciplinary Team (MDT), National Institute for Health and Care Excellence (NICE), Nutrition and Hydration, Pain Relief, Palliative and End of Life Care, Palliative Care, Personalised Care Planning, Personalised Carer Support, Shared Decision-Making, Tick Box Culture, Treatment at End of Life, User Complaints, Withdrawal of Medication Food and Fluids | Leave a 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

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

Complaints Matter: Improving Complaints Handling (BBC News / CQC)

Posted on December 9, 2014 by Dementia and Elderly Care News

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 | Leave a comment

Patient Complaints in the NHS: No Shortage of Feedback (BBC News / HSCIC)

Posted on August 29, 2014 by Dementia and Elderly Care News

Summary The number of complaints made about NHS care in England increased to roughly 480 per day, according to the Health and Social Care Information Centre (HSCIC). 174,872 complaints were made during 2013-14. Full Text Link Reference NHS complaints rise … Continue reading →

Posted in Acute Hospitals, BBC News, Community Care, For Carers (mostly), For Doctors (mostly), For Nurses and Therapists (mostly), For Researchers (mostly), For Social Workers (mostly), In the News, National, NHS, Quick Insights, Standards, Statistics, UK, Universal Interest | Tagged BBC Health News, Comments and Complaints, Complaint and Redress, Complaints Support Services, Customer Contact & Complaints, Formal Complaints, Health and Social Care Information Centre (HSCIC), Hospital Complaints, Learning from Complaints, More Complaints Please!, NHS Complaints Process, NHS Written Complaints, Patient Complaints, Patient Complaints Handling, User Complaints, Valuing Complaints, Written Complaints in the NHS (2013-14) | Leave a comment

Curbing a Public Services Culture of Denial and Failure? (BBC News / PASC / NESTA)

Posted on April 14, 2014 by Dementia and Elderly Care News

Summary The Commons Public Administration Select Committee (PASC) has urged public services to learn more from the Stafford Hospital scandal and improve complaints handling generally. PASC has suggested appointing a minister with responsibility for complaints handling. Full Text Link Reference … Continue reading →

Posted in BBC News, In the News, National, NHS, Quick Insights, Standards, UK, Universal Interest | Tagged Administrative and Justice Tribunals Council (AJTC), BBC Health News, Cabinet Office Guidance on Ministerial Correspondence, Care Homes, Care Quality Commission (CQC), Centre for Public Scrutiny (CfPS), Comments and Complaints, Commons Public Administration Select Committee (PASC), Complaints, Complaints Handling, Complaints Support Services, Culture, Culture Change, Culture of Candour, Effective Complaints Handling, Experiences, Fear of Raising Concerns About Care, Feedback, Feedback and Improvement, Grumbles Gripes Grievances (NESTA), Hospital Complaints, House of Commons Public Administration Select Committee (PASC), House of Commons: HC 229, Implications of the Francis Inquiry Report, Leadership, Local Government Ombudsman, Mid Staffordshire NHS Foundation Trust, More Complaints Please!, National Ombudsman of the Netherlands, NESTA: National Endowment for Science Technology and the Arts, NHS Complaints Advocacy, NHS Complaints Process, NHS Culture, NHS Regulation, Openness and Transparency, Parliament, Parliamentarians, Parliamentary and Health Service Ombudsman (PHSO), Patient Advice and Liaison Service (PALS), Patient Complaints, Patient Complaints Handling, Patient Experience, Patient Feedback, Public Administration Select Committee (PASC), Public Service Reform, Public Services, Quality Improvement, Raising Concerns, Reducing Complexity, Reluctance to Raise Concerns About Care, Repercussions From the Francis Inquiry Report, Service User Experience, Sharing Learning, Silent Sufferers, Simplifying the Complaints Process, Supporting Complainants, Transparency, Transparency and Accountability, Transparent Learning Culture, UK Parliament, User Complaints, User Experience, Valuing Complaints | 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

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