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Showing results for tags 'Complaint'.
Found 178 results
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Content ArticleThe distribution of malpractice claims among physicians is not well understood. If claim-prone physicians account for a substantial share of all claims, the ability to reliably identify them at an early stage could guide efforts to improve care. Using data from the National Practitioner Data Bank, Studdert et al. analysed 66,426 claims paid against 54,099 physicians from 2005 through 2014. The authors calculated concentrations of claims among physicians. They found over a 10-year period, a small number of physicians with distinctive characteristics accounted for a disproportionately large number of paid malpractice claims.
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Content ArticleDo patients’ and families’ experiences with communication-and-resolution programmes suggest aspects of institutional responses to injury that could better promote reconciliation after medical injuries? This interview study of 40 patients, family members, and hospital staff in Australia found that patients have a strong need to be heard after medical injury that is often unmet. Although 18 of 30 patient and family participants (60%) reported positive experiences with communication-and-resolution programmes overall and continued to receive care at the hospital, they reported that hospitals rarely communicated information about efforts to prevent recurrences. Opportunities are available to provide institutional responses to medical injuries that are more patient centred.
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Content ArticleThe aim of this study from Bismark et al. was to identify characteristics of doctors in Victoria, Australia, who are repeated subjects of complaints by patients.
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PHSO - Our strategy 2022 to 2025 (5 April 2022)
Patient-Safety-Learning posted an article in PHSO investigations
This document sets out the Parliamentary and Health Services Ombudsman's (PHSO) strategy 2022-25 and outlines its vision to be a voice for improvement in public services, providing an independent, impartial and fair complaints handling service. The document describes how PHSO will achieve its three strategic objectives: People who use public services have a better awareness of the role of the Ombudsman and can easily access our service People we work with receive a high quality, empathetic and timely service, according to international Ombudsman principles We contribute to a culture of learning and continuous improvement, leading to high standards in public service -
Content ArticleThis annual report sets out how NHS Resolution's dispute resolution strategy has continued to drive down litigation against the NHS in England in 2021-22. 77% of claims made by patients were resolved in 2021/22 without court proceedings, continuing the year-on-year reduction for the last five years, and in line with the organisation's strategy to keep patients and healthcare staff out of court. NHS Resolution achieved this reduction through a range of dispute resolution approaches and continued cooperation across the legal market. It emphasises that the reduction in litigation has not been at the expense of a rigorous approach to investigation.
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Content ArticleDrugwatch is a US consumer advocacy organisation that works with certified medical and legal experts to educate the public on dangerous drugs and medical devices and to empower consumers to assert their legal rights. In this article, Terry Turner, writer for Drugwatch, examines the history of the medical tech company C.R. Bard, which specialises in vascular, urology, surgery and oncology devices. Bard manufactures thousands of medical devices and sells them worldwide. The article looks at how the company was established and then examines several legal issues Bard has faced, including criminal charges stemming from medical fraud and accusations of selling defective devices that have killed patients or caused serious complications. The author looks at criminal charges concerning heart catheters to which Bard pleaded guilty. They also highlight problems with Bard's transvaginal and hernia mesh products and inferior vena cava (IVC) filters—devices designed to catch blood clots before they reach the lungs or the heart.
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This is part of our series of Patient Safety Spotlight interviews, where we talk to people working for patient safety about their role and what motivates them. Tracey talks to us about the role of NHS Supply Chain in ensuring the products procured through the NHS Supply are of high quality and are safe for healthcare organisations to use. She also highlights the vital importance of complaints and the need for staff who don’t work in direct care delivery to recognise their role in patient safety. -
Content Article100 days into her role as interim Chief Inspector at the Healthcare Safety Investigation Branch (HSIB), Dr Rosie Pennyworth reflects on her focus so far. She talks about spending time developing close relationships with HSIB staff to ensure she is able to effectively guide them through the transformation process as the organisation becomes the Health Services Safety Investigations Body (HSSIB). She also talks about keeping patients and families at the centre of future strategy and developing an international network with counterpart organisations in the US, Sweden and Norway.
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Content ArticleIn this blog, Melanie Ottewill, National Investigator and Senior Investigation Science Educator at the Healthcare Safety Investigation Branch (HSIB), explains how HSIB's work is supporting the NHS to adopt a systems approach to local safety investigations through the Patient Safety Incident Response Framework (PSIRF). She looks at how PSIRF promotes a proportionate response to patient safety incidents, highlights the importance of organisations developing patient safety incident response plans and explores how PSIRF promotes compassionate involvement in patient safety incidents. She also highlights guidance to support staff in planning PSIRF implementation.
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Content ArticleThis article outlines how the first trials relating to harm caused by the LifeCell Strattice biologic patch will proceed. The Strattice patch is a form of surgical mesh used to treat hernias, but unlike other polypropylene mesh devices, it is composed of pig skin preserved in a solution that chemically links together proteins in the tissue. Patients involved in the US litigation complain that they suffered painful injuries from the Strattice patch. They claim that the manufacturer knew it had problems following multiple reports from patients, but failed to act to stop its use. The US Food and Drug Administration (FDA) received at least 450 adverse event reports on Strattice from September 1990 until September 2020. Among those reports were six patient deaths and 340 patient injuries, and many patients have had to undergo mesh removal.
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Content ArticleThe coronavirus pandemic had an unparalleled impact on NHS services and on the people who use them. In August 2022, the Parliamentary and Health Service Ombudsman (PHSO) carried out research to better understand what impact the pandemic had on public attitudes towards complaining about the NHS. They also asked respondents about: their attitudes to complaining about the NHS currently and during the pandemic how satisfied they were with the NHS organisations they used or had contact with during the pandemic. The results have now been published.
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Content ArticleIn this blog, Patient Safety Learning sets out its response to NHS England and NHS Improvement’s draft Framework for involving patients in patient safety. We commend the intention and share thoughts on our perspective on this important patient safety issue. We make proposals for how to strengthen patient engagement and co-production.
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Content ArticleDr Kathryn Leask outlines steps GPs can take to try and avoid patients coming to harm as a result of delayed referrals and provides advice on dealing with patient complaints on this issue. There are some steps GPs can take to try to avoid patients coming to harm while putting themselves in the best position to address the potential medico-legal ramifications. In their guidance on Delegation and referral the GMC says that you are not accountable for the actions or omissions of colleagues to whom you make referrals. However, you are accountable for your decisions to transfer care and the steps you have taken to make sure that patient safety is not compromised. If you are aware that there are delays for a particular service and your patient is likely to be affected by this, you should make this clear to them and manage their expectations from the outset. In this GP Online article, Kathryn gives practical tips for GPs and shares a case example.
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Content ArticleThe Canadian Patient Safety Institute (CPSI) outlines the process in Canada if you have a question or a concern about the healthcare services you have received.
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Content ArticleEffective teamwork is critical to successful outcomes in pediatric cardiac surgery. Unfortunately, lapses in professional performance and conduct by those who treat paediatric cardiac patients pose threats to quality and safety. One hallmark of a profession is self regulation. Therefore, healthcare leaders need specific means for identifying and addressing those lapses and indicators of unsafe systems or individuals. This article from Pichert et al. describes an initial “near miss” event involving a paediatric cardiac surgeon. While fictional, the case represents a composite of events involving several paediatric cardiac surgeons who practice at different medical centers throughout the US.
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HSIB: Submit a patient safety concern
PatientSafetyLearning Team posted an article in Investigations and complaints
The Healthcare Safety Investigation Branch (HSIB) has launched an online form for submitting a patient safety concern. The form should take around 20 minutes to complete. You can tell them about something that has happened or something that might happen. Something that has happened: this could be a one-off or a series of events where something potentially dangerous has happened, whether or not someone was actually harmed. Something that might happen: this could be a safety risk or an unsafe condition that, if not corrected, might lead to an incident which could cause harm. Follow the link below to find out more about the process, read their privacy notice or request the form in an alternative format. Note: HSIB can investigate events or risks that occurred within NHS-funded care in England after 1 April 2017. -
Content ArticleAction Against Medical Accidents (AvMA) have created a set of guides to help patients raise concerns about a healthcare worker. Health professionals fitness to practise Raising concerns about doctors Raising concerns about nurses, midwives and nursing associates Raising concerns about dental professionals. Follow the link below to find out more.
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Content ArticleAvMA’s self-help guides have been written by experts to help guide you through the process of taking action following a medical injury. In clear and straightforward language, they set out the procedures you will need to follow, and legal rights and obligations, and contain useful contact details for regulatory bodies, advice services and other organisations that may be of help.
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Making a complaint to the NHS in England (AVMA)
PatientSafetyLearning Team posted an article in Complaints
If you are not happy with the treatment that you or a loved one has received from the NHS you are legally entitled to an investigation and full response by the NHS body that provided the treatment. This is known as the NHS complaints procedure. This self-help guide from Action Against Medical Accidents (AvMA) contains all the information you should need to make a complaint. If you have any further questions, please visit AvMA's website where you will find more advice and a range of specialised self-help guides, or call their helpline on 0845 123 2352. -
Content ArticleA report on the investigation into the death of Elizabeth Dixon and a series of recommendations in respect of the failures in the care she received from the NHS.
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Content ArticleIn this blog, Patient Safety Learning look at why complaints are important to improving patient safety and sets out its response to the Parliamentary and Health Service Ombudsman (PHSO) consultation on a new Complaint Standards Framework for the NHS.
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Content ArticleSir Robert Francis, Chair of Healthwatch England, reflects on the mid-Staffordshire inquiry 10 years on and explains why speaking up is so vital, particularly in the context of COVID19. He also shares his support for the new Complaint Standards Framework and tells us why it’s important to listen to, learn from and be honest with the people you serve. Listen to the podcast or download the transcript.
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Content ArticleThis report from the Parliamentary and Health Service Ombudsman, follows an invitation from the House of Commons Select Committee on Public Administration and Constitutional Affairs to explore the state of local complaints handling across the NHS and UK Government departments. It draws upon significant evidence taken from interviews carried out with a wide range of individuals and organisations who have first-hand experience of how the NHS and UK Government departments approach complaints. It also incorporates a review of a wide range of other research reports and over 300 of our own investigation reports documenting complainant experience. The report highlights three areas that need to change: There is no consistent way in which staff are expected to handle and resolve complaints. Staff do not get consistent access to training to support them in their complex role - complaint handling should be recognised as a professional skill. Public bodies too often see complaints negatively, not as a learning opportunity that can be used to improve their service.
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Content ArticleChaired by Baroness Julia Cumberlege, the Independent Medicines and Medical Devices Safety Review, First Do No Harm, examines how the healthcare system in England responds to reports about the harmful side effects from medicines and medical devices. In this blog, Patient Safety Learning reflects on one of the key patient safety themes featured in the Review – patient complaints.
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Content ArticleThe Framework sets out a single set of standards for staff to follow and provides standards for leaders to help them capture and act on the learning from complaints. This is a draft Framework developed with partners across the health sector and PHSO are keen to hear people's views on the draft so they can improve it. The online survey can be found here.
