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Showing results for tags 'Complaint'.
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Content Article
Sorry needn’t be the hardest word
Patient Safety Learning posted an article in Complaints
Nick Wright co-founder of the Apology Clause campaign wrote an article on why organisations need to say sorry The law supports apologies. The Compensation Act 2006 says “an apology, an offer of treatment or another redress, shall not itself amount to an admission of negligence or breach of statutory duty”. However, too many organisations put their fear of legal ramifications over what they see as their moral obligations. They fear if they apologise properly they will leave themselves open to legal action. That refusal to do the right thing can have serious and lasting impact on victims. A clear apology can lift the burden that victims very often carry for a long time after a trauma. It can enable them to move on. To stop blaming themselves. To stop re-living the most agonising moment. To rebuild.- Posted
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Content ArticleIn this blog, Sarah Tilsed, Head of Patient Partnership at The Patients Association, gives an update on recent themes discussed by the Patients Association's Patient Voices Matter (PVM) panel, including complaints, counselling and the accessibility of NHS communications. PVM is a lived-experience advisory panel set up to discuss how things can be improved in the NHS for all patients. Sarah has written a range of other blog posts about PVM that can also be read on The Patients Association's website.
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Content ArticleThe NHS Friends and Family Test (FFT) is designed to be a quick and simple mechanism for patients and other people who use NHS services to give feedback. This feedback can then be used to identify what is working well and to improve the quality of any aspect of patient experience. This guidance sets out the requirements of the FFT and is intended to support all provider organisations that are required to deliver the FFT.
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- Questionnaire
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Content ArticleIn this blog, Dr Amy Proffitt, Royal College of Physicians (RCP) patient involvement officer, explores how the patient voice is represented in patient safety. She highlights the importance of engaging patients from a diverse range of backgrounds and responding to research that highlights particular populations who are experiencing worse outcomes. Eddie Kinsella, chair of the RCP’s Patient and Carer Network, then goes on to share his thoughts on patient safety, highlighting the role of patient partners in bringing about culture change in the NHS, and as advocates for the wider community, especially those who are most disadvantaged.
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- Patient engagement
- System safety
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