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Showing results for tags 'Complaint'.
Found 179 results
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Content Article
Reporting claims to NHS Resolution (June 2017)
Claire Cox posted an article in NHS Resolution
This document sets out the requirements for when and how a member should report a new claim to NHS Resolution. It also provides other useful information, such as what to expect once a claim has been reported and common definitions. -
Content ArticleThis note provides guidance to those who may be approached to give a statement or evidence in court as a witness in a non-clinical claim case.
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Content ArticleThis note provides guidance to those who may be approached to give evidence as a witness if you were involved in providing care and treatment to a claimant on behalf of a Trust.
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Content ArticleNHS Resolution has published research on the factors which lead patients to consider a claim for compensation when something goes wrong in their healthcare. Undertaken in partnership with The Behavioural Insights Team (BIT), the research considered the experience reported by 728 patients who agreed to participate in a survey, including 20 who volunteered for a subsequent in depth telephone interview with the BIT team.
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Content ArticleNHS Resolution's primary focus for the future is to resolve concerns fairly. They also have a duty to use what we know to help to prevent the same thing happening again. While they are not a patient safety body, they do have a unique contribution to make to the patient safety system.
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Content Article
What is NHS Resolution?
Claire Cox posted an article in NHS Resolution
Healthcare provision in the NHS is very safe but, on rare occasions when things go wrong, it is important that those involved are properly informed and supported, compensation is paid fairly, unnecessary costs are contained and that we learn in order to improve. -
Content ArticleTogether with 28 organisations from across the dental sector, the General Dental Council (GDC) has developed a set of universal principles for handling complaints about dental professionals. The six core principles provide a simple template for best practice, helping professionals and patients to get the most from feedback and complaints, for the benefit of all.
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Content Article
Patient Stories: Beth's story (27 December 2013)
Claire Cox posted an article in Patient stories
A moving and challenging short film about the Bowen family following the tragic death of five year old Bethany during ‘routine’ surgery and subsequent sudden death of father Richard aged 31, following the trauma of his daughter’s death and the ‘torture’ of the inquest. -
Content ArticleThis paper by Kumaralingam Amirthalingam, published in the Singapore Medical Journal, argues that most medical disputes are better resolved through alternative dispute resolution mechanisms and that these mechanisms can contribute to improve patient safety.
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Content ArticleThis report by the Parliamentary and Health Service Ombudsman is about an investigation into the Care Quality Commission’s (CQC) regulation of the Fit and Proper Persons Requirement (FPPR), which requires NHS providers to ensure that their directors are ‘fit and proper’ to carry out their duties.
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Content Article
NHS Resolution: Annual report and accounts 2020/21
Patient Safety Learning posted an article in NHS Resolution
This performance summary provides an overview of the work of NHS Resolution, including their purpose, key risks to achieving their objectives and a summary of activities they have undertaken over the past year. It sets out the activity to meet the four strategic aims outlined in their business plan for 2020/21. -
Content Article
How to make a complaint to your GP or hospital
Claire Cox posted an article in Complaints
This guide from the Patients Association describes how to make a complaint to your GP or hospital. -
Content ArticleImperial College Healthcare NHS Trust devised this inforgraphic to assist with navigating the the complaints system within the Patient advice and liaison service (PALS).
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Content ArticleIn this quarterly report the Parliamentary and Health Service Ombudsman (PHSO) presents statistics on complaints about the NHS in England from April to June 2019 (Quarter 1 – 2019–20). It includes data about the NHS complaints received, assessed and investigated during this period by the PHSO.
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Content ArticleBoth national and maternity investigations are showing a high level of family engagement through an inclusive and innovative model that ensures families have a voice throughout investigations. Here the Healthcare Safety Investigation Branch (HSIB) demonstrate how they involve families in their investigations.
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Content Article
The Ombudsman’s Casework Report 2019 (3 March 2020)
Patient Safety Learning posted an article in Complaints
The Parliamentary and Health Service Ombudsman (PHSO) make final decisions on complaints that have not been resolved by the NHS in England, UK government departments and other UK public organisations. The PHSO look into complaints where someone believes there has been injustice or hardship because an organisation has not acted properly or has given a poor service and not put things right. The PHSO looks into complaints fairly, and the service is free for everyone. This first annual Ombudsman’s Casework Report highlights the breadth of cases received across PHSO's jurisdictions. It is only a small cross-section of the cases completed in 2019. The complaints presented here are typical of many of the complaints seen across PHSO's remit. They include complaints about government bodies and the NHS. -
Content Article
PHSO: Good leadership and complaints
PatientSafetyLearning Team posted an article in Complaints
Listening and acting on patient feedback and good complaint handling can have a positive impact on your reputation. It shows you listen and care about what service users say and act on it. Here, the Parliamentary & Health Service Ombudsman, lists four things you can do as a leader to help create a team culture that values and learns from complaints. -
Content ArticleShifting the mindset (2020), a report from Healthwatch, investigates how hospitals report on complaints and whether current efforts are sufficient to build public trust. In this bog, Sir Robert Francis QC explains how hospitals can cultivate public trust in complaints.
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Content ArticleThis report,from Healthwatch, argues that hospitals, indeed the NHS more broadly, need to shift the mindset on complaints. Reporting needs to look beyond the numbers and response times and focus more on how to effectively demonstrate to patients and the public what has been learnt. This is the only way to give the public confidence that their concerns are being listened to and acted on.
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Content ArticleOrganisations should make sure people know the Parliamentary and Health Service Ombudsman (PHSO) is the final stage for complaints that haven’t been resolved through the organisation’s own complaints process. This applies to small NHS organisations like GP and dental practices as well as larger ones like hospitals or government departments. It’s important that people complain to the provider organisation first and give them a chance to respond to their concerns, before they come to the PHSO. But if someone isn’t happy with how the provider organisation has answered their complaint, they need to know they have a right to come to the PHSO with it. Here are some tips to help providers make sure people know when and how to use the PHSO service.
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Content ArticleThis paper, published by BMJ Quality & Safety, looks at the global rise in patient complaints which has been accompanied by growing research to effectively analyse complaints for safer, more patient-centric care. Most patients and families complain to improve the quality of healthcare, yet progress has been complicated by a system primarily designed for case-by-case complaint handling. If healthcare settings are better supported to report, analyse and use complaints data in a standardised manner, complaints could impact on care quality in important ways. This review has established a range of evidence-based, short-term recommendations to achieve this.
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Content Article
The Patients Association: Report your care
Patient Safety Learning posted an article in Complaints
The Care Quality Commission (CQC) is an organisation that inspects and regulates health and social care services to make sure they meet fundamental standards of quality and safety. About seven million people who used NHS services in the past five years had concerns about their treatment but had never raised them, according to the Care Quality Commission. Of these, over half (58%) expressed regret about not doing so. However, when people did raise a concern or complaint, the majority (66%) found their issue was resolved quickly, it helped the service to improve and they were happy with the outcome. The Patients Association is here to help and can pass on the information you provide to the CQC. Whether this is a positive example of great health or social care you've received, or of a troubling experience you or your family have had. -
Content ArticleMedical errors are the third leading cause of death in the United States. Putting patients first — listening to their own and their families’ concerns — can help eliminate medical errors altogether. A patient-centric approach encourages patients to communicate their ‘gut feelings’ when something seems wrong, thereby working to end the pervasive and dangerous culture of silence and fear in hospitals.
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Content ArticleThe Department for Health and Social Care has launched an investigation into allegations made by 22 former patients of mental health units run by private firm The Huntercombe Group. The group ran at least six children’s mental health hospitals between 2012 and 2022. In this Independent article, young women who were subject to humiliating and sometimes abusive treatment talk about their time as inpatients. Some of the experiences they recount are harrowing: "I would get awoken by staff members restraining me out of bed and dragging me down to the de-escalation room to force-feed me." "Patients were left naked in their rooms under anti-ligature blankets because they wouldn’t buy anti-ligature clothing." "I distinctly remember someone saying ‘if you hit me again, I’ll hit you back ten times harder because there are no cameras in here and you can’t cry to [name of nurse] about it’."
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Content ArticleImproving experiences and outcomes for children and adults who are autistic or have a learning disability, their families and carers Ask Listen Do resources are designed to: support organisations to listen, learn from and improve the experiences of children and adults who are autistic or have a learning disability, their families and carers make it easier for people, families and paid carers to give feedback, raise concerns and complain.
