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Showing results for tags 'Complaint'.
Found 117 results
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EventThis on-demand 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. R
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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 & customer support teams and managers. The programme includes a section on handling complaints regarding Covid-19 - understanding the standards of care by which the NHS should be judged in a pandemic. A highly interactive and effective workshop to improve confidence and consistency in handling complaints. A simple model to facilitate effective responses will be shared and delegates will have the opportun -
EventThis one day masterclass will focus on a toolkit to allow organisations to use patient experience and incident to improve patient safety. The Toolkit uses 3 phases: planning, implementation and review. The Francis Report showed that the NHS had stopped listening to the needs of its users. Patient experience is still an underutilised tool in the armoury of a healthcare organisation and commissioners. The toolkit uses the priorities of the Francis Report to improve patient experience and patient safety. These include putting patients first, openness, candour, accountability, complaints hand
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Content ArticleThe investigation found a significant number of failures in the care and treatment of the patient overall and in the following areas: Nutrition and Feeding the patient – contrary to guidance which highlights the importance of high quality nutritional care based on individual assessment of needs with appropriate planning and monitoring, this investigation found the following failings: The feeding of porridge contrary to Speech and Language Therapy advice on 3 and 4 December 2016 and offering other foods contrary to advice. The recording who fed the patient porridge. The
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Content ArticleThe study was conducted at a multi-site acute NHS Trust in London, which consists of five acute sites and a range of community services. The Trust is one of the largest in the country, with an average of over 1,000 complaints per year between 2015 and 2019. Key findings of this study included: Confusion and lack of awareness of routes for raising concerns, both among patients and frontline staff. Investigative procedures structured to scrutinise the ‘validity’ of complaints, rather than focusing on improvement. Data collection systems not being set up to effectively su
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News ArticleAfter receiving more than 12,000 complaints about Australia's Victorian mental health services, the state’s regulator has not taken compliance action against a single mental healthcare provider in seven years. This is despite the royal commission into the Victorian mental health sector last year finding systemic breaches of the law and human rights across the system. Annual reports from Victoria’s mental health complaints commissioner (MHCC) showed that in the seven years since it was first established in July 2014, it received 14,160 inquiries, of which 12,470 were complaints. Yet n
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UK Government guidance - Whistleblowing for employees
Patient-Safety-Learning posted an article in Whistle blowing
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Event
NHS Complaints Summit
Patient Safety Learning posted a calendar event in Community Calendar
This National Virtual Summit focuses on the New National NHS Complaint Standards that were published in March 2021 and are due to be introduced across the NHS in 2022. Through national updates, practical case studies including NHS Complaints Standards early adopters sites, and in depth expert sessions the conference aims to improve the effectiveness of complaints handling within your service, and ensure that complaints are welcomed and lead to change and improvements in patient care. The conference will also reflect on managing complaints regarding Covid-19 – understanding the standards o -
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Clinical negligence: Update for clinicians & managers
Patient Safety Learning posted a calendar event in Community Calendar
This conference, chaired by Simon Hammond Director of Claims Management NHS Resolution will update clinicians and managers on Clinical Negligence with a particular focus on current issues and the Covid-19 pandemic and the impact on clinical negligence claims. Featuring leading legal experts, and experienced clinicians the event will provide an update on current claims the conference will discuss why patients litigate, and responding to claims including claims regarding Covid-19. There will be an extended masterclass on trends in clinical negligence claims and responding to claims followed by -
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Governance scandal trust failing to manage complaints
Patient Safety Learning posted a news article in News
A trust which is facing major governance issues is failing to respond to hundreds of complaints properly, with patients and families waiting more than twice as long as the NHS target for responses to their concerns, an external review has found. Cornwall Partnership Foundation Trust, which is subject to regulatory action by NHS England, was found to be “not classifying complaints, concerns and comments accurately”, while staff had “no formal training”, meaning complaints were “not investigated appropriately”. Last year, the trust was embroiled in a governance scandal in which NHSE in- Posted
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News Article
GPs to face six-month complaint response targets under ombudsman proposals
Patient Safety Learning posted a news article in News
GP practices are set to face new targets for responding to patient complaints under standards being piloted by the health ombudsman. All ‘straightforward’ complaints should be dealt with within six months and 95% within three, while 80% of ‘complex’ complaints should be completed within six months and half within three, under the proposals. The new Parliamentary and Health Service Ombudsman (PHSO) complaint standards are currently being piloted in every sector of the NHS – including one GP practice – and were due to be implemented across the NHS this year. However, a PHSO spoke -
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Event
NHS Complaints Summit
Patient Safety Learning posted a calendar event in Community Calendar
This National Virtual Summit focuses on the New National NHS Complaint Standards that were published in March 2021 and are due to be introduced across the NHS in 2022. Through national updates, practical case studies including NHS Complaints Standards early adopters sites, and in depth expert sessions the conference aims to improve the effectiveness of complaints handling within your service, and ensure that complaints are welcomed and lead to change and improvements in patient care. The conference will also reflect on managing complaints regarding Covid-19 – understanding the standards o -
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Content ArticleThe Ombudsman investigates complaints about local councils and care providers in England, getting involved when things have gone badly wrong. This report, which analyses its cases over the first 18 months of the pandemic, shows that, by and large, councils and care providers weathered the unprecedented pressures they were under. But, when things did go wrong it had a serious impact on people’s lives. Cases highlighted in the report include a woman who died from COVID-19 at a care home with poor infection control procedures which was then compounded by staff later trying to cover up the fa
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I love and support the NHS. But when things go wrong for patients and service users, the system is often too slow to change or respond effectively. I have been through complaints, the Ombudsman and Inquest processes around the poor end of life care of my late mother. Those processes took years and were almost as stressful as those last few days of my mother’s life. I would not do it again. At the time, I reported the incident in detail to the CQC (inspectors), to the CCG (commissioners), to Healthwatch (local and national), but I noted no evidence of change. In fact, the CQC continued for -
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Event
NHS Complaints Summit
Patient Safety Learning posted a calendar event in Community Calendar
This National Virtual Summit focuses on the New National NHS Complaint Standards that were published in March 2021 and are due to be introduced across the NHS in 2022. Through national updates, practical case studies including NHS Complaints Standards early adopters sites, and in depth expert sessions the conference aims to improve the effectiveness of complaints handling within your service, and ensure that complaints are welcomed and lead to change and improvements in patient care. The conference will also reflect on managing complaints regarding Covid-19 – understanding the standards o -
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 & customer support teams and managers. The programme includes a section on handling complaints regarding COVID-19 - understanding the standards of care by which the NHS should be judged in a pandemic. A highly interactive and effective workshop to improve confidence and consistency in handling complaints. A simple model to facilitate effective responses will be shared and delegates will have the opportun -
Content ArticlePolicy Points: Healthcare complaints contain valuable data on quality and safety; however, there is no reliable method of analysis to unlock their potential. The authors demonstrate a method to analyse healthcare complaints that provides reliable insights on hot spots (where harm and near misses occur) and blind spots (before admissions, after discharge, systemic and low-level problems, and errors of omission). Systematic analysis of healthcare complaints can improve quality and safety by providing patient-centred insights that localise issues and shed light on difficult-to
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Birthrights video: Speak Up, Speak Out (16 November 2021)
Patient-Safety-Learning posted an article in Maternity
In the video, three women tell their stories of poor care experiences in labour and after birth. They talk about racial discrimination, procedures that were done to them without their consent, and not being listened to when they knew they needed help. They highlight the importance of complaints in helping services improve. Suggested reading Birthrights Factsheet -
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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