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Tag Archives: User Complaints
More Transparency Enforced in Care Homes Sector (BBC News / CQC)
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
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Complaints Handling: Parliamentary and Health Service Ombudsman Under Fire (BBC News / Patients’ Association / PHSO / LGO / Healthwatch)
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
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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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Patient Complaints in the NHS: No Shortage of Feedback (BBC News / HSCIC)
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)
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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 →