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Showing results for tags 'Complaint'.
Found 93 results
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Content Article
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News Article
Unsafe maternity care has cost the NHS £8.2bn in 15 years
Patient Safety Learning posted a news article in News
Negligent maternity care in the NHS has cost taxpayers an “eye-watering” £8.2bn over the past 15 years, The Independent reveals. Ministers face calls to urgently increase spending to ensure maternity units are safe for women and babies by providing adequate staffing levels, training and equipment. New data, obtained by The Independent from NHS Resolution, which handles clinical negligence costs for the service, reveals that total payments made following settled cases and legal costs rose from £271m in 2006-07 to an estimated £920m in 2020-21. The number of maternity claims being -
Content ArticleThe Ombudsman transparently and thoughtfully reflects on improvements needed in the Ombudsman’s service. Derek reflects on the improvements he is looking for from other organisations and the healthcare system. Messages and themes include: not listening to the concerns of the mother and failings during labour and birth patients having to join the dots to get information and investigations confusing system and organisational responsibilities for responding to complaints is the system is learning and taking action to prevent future avoidable harm?
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What to do when complications occur (3 January 2018)
Patient Safety Learning posted an article in Processes
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Content ArticleSafety recommendations HSIB recommends that NHS England and NHS Improvement amends the ‘Saving Babies’ Lives care bundle version 2’ to enhance the role of the ‘fetal monitoring lead’ to include, training and competency checks of all maternity staff on the use and functionality of cardiotocograph (CTG) equipment. HSIB recommends that NHS England and NHS Improvement amends the ‘Saving Babies’ Lives care bundle version 2’ to remove specific references to DawesRedman and instead use a generic term such as ‘computerised cardiotocograph (CTG) analysis’. HSIB recommends that the Nat
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Content ArticleFindings The PHSO analysed 25 complaints relating to failings in the imaging journey since 2013. Most concluded between 2018 and 2020. This report focuses on four key findings they have seen in their casework Failure to follow national guidelines on reporting unexpected imaging findings. Failure to act on important unexpected findings. Delays in reporting imaging findings. Failure to learn from past mistakes. Recommendations For the system as a whole: Recommendations from previous work related to imaging must be implemented as a priority (referring to
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Event
Complaints, resolution & mediation
Patient Safety Learning posted a calendar event in Community Calendar
This course is suitable for anybody who deals with complaints as part of their job role, or anybody who may have to handle a complaint. This includes dedicated complaints teams and customer support teams and managers. A highly interactive and effective workshop to improve confidence and consistency in handling complaints. The masterclass explains how mediation works and how techniques can be used effectively within local complaint resolution to develop a person-centred process (for both patient and healthcare professional). Within these key areas, the course will explore how unconsci -
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EventChaired by Dr Caroline Walker Founder The Joyful Doctor; Psychiatrist and Specialist in Doctors’ Wellbeing, this conference focuses on supporting staff who have been involved in patient safety incidents, or are the subject of complaints or claims. Involvement in an incident, complaint or claim can have severe consequences on staff who may experience a range of reactions including stress, depression, shame and guilt. Download brochure Register
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Event
NHS Complaints Summit 2021
Patient Safety Learning posted a calendar event in Community Calendar
This National Virtual Summit focuses on delivering a person-centred approach to complaints handling, investigation, resolution and learning. Through national updates, practical case studies and in depth expert sessions the conference aims to improve the effectiveness of complaints handling within your service, and ensure that complaints lead to change and improvements in patient care. The conference will reflect on managing complaints regarding COVID-19 – understanding the standards of care by which the NHS should be judged in a pandemic and in particular responding to complaints regardin -
EventThis conference focuses on supporting staff who have been involved in patient safety incidents, or are the subject of complaints or claims. Involvement in an incident, complaint or claim can have severe consequences on staff who may experience a range of reactions including stress, depression, shame and guilt. This conference will enable you to: Network with colleagues who are working to support staff following incidents, complaints or claims. Understand national developments including the requirements in the 2020 Patient Safety Incident Response Framework. Reflect on ho
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News ArticleA children’s nurse who raised legitimate concerns over racial discrimination at a major London trust was suspended and victimised by her managers for doing so, an employment tribunal has ruled. Jeyran Panahian-Jand, who worked on a children’s ward at Whipps Cross Hospital, parts of Barts Health Trust, had raised concerns with her manager in 2019 that staff were divided on “racial lines”, with an “unfair allocation of work”, as well as bullying of two junior staff. Her manager Heather Roberts, as well as other superiors, told Ms Panahian-Jand she should raise a formal complaint, witho
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Content ArticleWhen considering the persistence of unsafe care, a recurring theme that emerges is a failure to involve patients in their own care. Patient safety concerns raised by patients and family members are too often not acted on and, when harm occurs, they are often left out of the investigation process. As set out in Patient Safety Learning’s A Blueprint for Action, we share the view that patient engagement is key to improving patient safety, with this forming one of our six foundations of safer care.[1] The NHS Patient Safety Strategy identifies the involvement of patients in patient safety “th
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Content ArticleResearch shows that patient complaints are significantly associated with physicians' risk management activity and lawsuits. Research also demonstrates that a small subset of physicians and surgeons in various areas of practice are associated with disproportionate shares of patient complaints. Coded and aggregated patient complaint data therefore offer a metric for identifying and promoting behavior change. Analysis of the distribution of patient complaints associated with 41 paediatric cardiac surgeons is presented as a means for helping leaders show one surgeon how her/his risk status c
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Content ArticleThis version of the Framework is for: All NHS staff, including all clinical and non-clinical staff and senior leaders, to: provide a clear vision of how to approach feedback and complaints effectively set out how they should approach learning from complaints to improve services. Everyone who provides feedback or makes a complaint about the NHS, and the people who support, advise or advocate for them. It sets out what they can expect to see and experience when doing so. NHS staff who are being complained about. It will make sure they are supported and that the co
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Baby’s death from heart defect was avoidable (August 2019)
Claire Cox posted an article in PHSO investigations
The PSHO found that the Trust failed to: act on the results of the ECG and chest X-ray consider Baby K’s history and symptoms ask for input from specialist staff escalate his care when his condition was getting worse. If these failings had not occurred, it is likely that the Trust would have recognised that Baby K had a problem with his heart. In these circumstances he would have received the correct treatment instead of being treated for suspected pneumonia. The PSHO found that on the balance of probabilities, his cardiac arrest would not have occurred and it is mo -
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NHS Constitution for England (updated 2015)
PatientSafetyLearning Team posted an article in Good practice
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Content ArticleThis paper discusses that methods of alternative dispute resolution may improve patient safety.
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NHS Resolution: Annual report and accounts 2020/21
Patient Safety Learning posted an article in NHS Resolution
