Policy Research Programme Summary Final Report Form

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Policy Research Programme Summary Final Report Form"

Transcription

1 Policy Research Programme Summary Final Report Form 1. Project Details Project Title: Project Duration: (months) Organisational Culture in the NHS: A feasibility study to measure the impact on Older People 21 Original Contracted End Date: 30 April 2012 Start Date: 1st August 2010 Revised Contracted End Date: 31 August Grant Holder s Details Title: Surname: Forename: Department: Role in project: Institution: Dr O Mahony Sinead School of Medicine Chief Investigator Cardiff University 3. Keywords Please provide up to eight keywords that relate to the research undertaken in this study. hospital care, quality of care, older people, organisational factors, organisational culture, quality measures, excellent care, poor care, neglect Page 1 of 6

2 4. Executive Summary Please provide a structured summary which outlines the aims and objectives of your work in relation to the questions being addressed, the research design, the methods of investigation and your findings and conclusions. In addition, please describe the expected influence/impact of your work on the relevant policy field, service providers and wider stakeholders, and on current practice. Please ensure that this is a comprehensive, stand-alone summary of your work. Introduction and aims of study The quality of care of older people in institutional settings in the NHS has come under scrutiny following recent high profile cases. Measuring quality of care is essential for driving improvements in clinical practice and preventing abuse and neglect. The aims of this feasibility study were to: Determine what patients, their family, hospital staff and managers understand by good and poor quality care (as well as the extremes of excellent care and abuse or neglect) of older people in a variety of NHS hospital settings. Identify organisational factors that promote high quality care of older people and relate organisational culture to individual patient experience. Examine the feasibility of developing an index of organisational fitness to deliver high quality care that could be used within and across hospitals to drive improvements in the care of older people. Background to study The quality of care of older people in NHS hospitals has been subject to increasing interest in recent years. Measuring quality in care is essential for driving improvements in clinical practice and preventing harm. Organisational culture is central to promoting and delivering good quality care. It is equally important and challenging to measure excellence in care, including quality of communication, respect for patient autonomy and choices, as it is to document risks and potential harms to patients. An overprotective environment can be harmful in promoting custodial rather than rehabilitative care. This project explored what is meant by excellent versus poor care of older people in hospital, the factors that determine quality and how best to measure quality of care, from the perspective of different stakeholders. How the study was conducted This project sought to learn from organisations with high standards of governance. Semi-structured interviews and non-participant observation were undertaken in 4 hospitals in England in Interviews were undertaken with older people recently discharged from hospital, ward staff and senior managers. Non-participant observation was undertaken to gain an understanding of the environment and culture on nine hospital wards. Focus groups with geriatricians from across England and Wales explored how best to measure quality of care of older people. Data were analysed using thematic analysis. Findings Do we know what good looks like? Excellence in the hospital care of older people This study explored what is meant by excellent hospital care from the perspectives of service users, ward staff, managers and geriatricians. There was consensus about the equal value of outcomes of care and the intrinsic value of care processes and components. Achieving good quality clinical outcomes, ensuring access to hospital care in an efficient and timely manner and providing care appropriate to the needs and wishes of individual patients are all important aspects of effective care. Clarity about excellence should help provide direction to services. The data were rich with examples of how to deliver excellent care. Strategies to help staff deliver person centred care include getting to know the patient, personalising care, promoting patient identity, involving patients in their care decisions through choice and flexibility, putting the patient at the centre of the organisation. Page 2 of 6

3 Poor care of older people in hospital. Even in good organisations care is commonly inconsistent. All research participants described abuse and neglect of older people in hospital in terms of failures in service provision: failure to meet fundamental needs, psychological and physical; inadequate communication; poor access to care; fragmented care and social & health care disconnect; delays in discharge; inadequate assessment. Commonly financial and human constraints underpin failures in service provision. Human resource constraints included inadequate staffing levels on wards, hospital staff lacking appropriate training in the care of older people, undergraduate curricula not preparing doctors and nurses adequately, poor staff morale, inadequate staffing levels in wider health care community including social services. Such constraints could be considered a form of abuse/ neglect of older patients at the level of the organisation/ system. Organisational factors that lead to positive and negative patient experiences. Key themes that emerged from the analysis of the perspectives of different stakeholders on organisational factors were the importance of leadership at ward and corporate level and by individual clinicians, organisational learning culture, internal and external team working, capacity and resources, competing values within and across the organisation, policy drivers and organisational milieu. Staff morale as well as staffing levels were considered important to the quality of care patients receive. The physical environment was found to relate to quality of care of older people in supporting dignified care and facilitating social interaction between patients especially at meal times. Single rooms have both advantages and disadvantages for older patients. Assessment for Quality rather than merely of Quality Sustained quality improvements achieved through measuring quality of care internally within organisations were identified. Risks of measurement also emerged, including creating a tick box culture, distorting and/or displacing care, depersonalising patients and care, misuse of information and staff can become demoralised. Adjusting for case mix is a challenge when measuring quality of care and outcomes for older people, so process measures particularly those that predict long term outcomes are equally important. Outcome measures believed to reflect quality of hospital care of older people, included mortality rates, hospital readmission rates and appropriateness of care home admissions. Obtaining good quality data needs investment. Organisational factors underpinning quality important to measure include staff expertise and seniority, staffing levels, sickness rates and vacancies and audit/governance arrangements. Quality of care measures need to be multidimensional spanning all domains of quality, timely and linked with feedback to staff. Measurement methods should be multimodal, with multiple sampling, and should capture omissions in care and reflect and support core values in the organisation. Key messages Organisational culture is complex and multiple subcultures coexist in one organisation. Hence, global ratings of care are over simplistic. Outcomes, processes and components of health care are all equally important aspects of excellent versus poor care of older people. Good quality outcomes contribute to excellence but outcomes alone do not define excellence. Anticipatory or proactive care is central to excellence at the level of individual patient assessment, risk management and planning, as well as at ward and institutional level in terms of policies for the older person and adequate training and education of staff. All stakeholders described abuse and neglect of older people in hospital in terms of failures in service provision, underlining the need to measure omissions in care. Competing values both within and across organisations can detract from patient centred care and distort care particularly when external drivers or targets dominate. A learning oriented culture focused on patient experience and safety with strong clinical governance structures and the ability to respond quickly to a problem are key to good patient experience. Measurement must be timely and link with feedback and actions if it is to lead to improved care. To minimise the risks of distorting care and unintended consequences, assessments need to Page 3 of 6

4 be multi-dimensional. All domains of quality need to be assessed, including process and outcome measures and patient experience, as well as safety and organisational factors underpinning quality. Implications for policy and practice All healthcare providers should pursue excellence in the health care of older people across all 3 domains- outcomes, processes and components of care. Organisational culture is complex and global ratings of health care are over simplistic. Quality assurance measures must reflect the complexity in older people s care, be multi-dimensional, multimodal and link with actions to drive up quality. All undergraduate and postgraduate training should prepare health care staff for competing demands in the workplace, foster a culture of patient centred care and address the needs of older patients. 5. Lay/Plain English Summary The Department of Health actively encourages the dissemination of research to the public and it is therefore essential that you make the content of your summary and the implications of your research accessible to lay persons. Please provide a plain English summary of objectives, findings, and conclusions of your research, avoiding both technical terms and undefined acronyms. Investigations such as that into the Mid Staffordshire NHS Foundation have highlighted sub standard care and neglect of older people in hospital. It is important to measure quality of care of older people, so we can improve care and prevent abuse and neglect of older people. It is equally important to measure positive as well as negative aspects of care, to come up with a balanced picture to help drive improvements in high quality care. Patients, carers and staff on selected wards in four hospitals in England were interviewed to find out what people understood by excellent care and the factors that determine quality of care of older people in hospital. We also observed care on hospital wards in these Trusts and examined organisational factors that promoted high quality care. Findings Do we know what good looks like? Excellence in the hospital care of older people The effectiveness of care in achieving good clinical outcomes, good communication and patient experience, and certain approaches to care (being patient centred, anticipatory and restorative) were found to be equally important in contributing to excellent hospital care of older people. Clarity about excellence should help provide direction to services. Poor care of older people in hospital. Even in good organisations care is commonly inconsistent. All research participants described abuse and neglect of older people in hospital in terms of failures in service provision: failure to meet fundamental needs, inadequate communication and assessment, poor access to care, fragmented care, delays in discharge. Commonly resource constraints including inadequate staffing levels and training underpin failures in service provision. Organisational factors that lead to positive and negative patient experiences. Leadership, teamwork and the ability of an organisation to learn from mistakes are key to delivering good quality care. Staff morale as well as staffing levels were considered important to the quality of care patients receive. The physical environment was found to relate to quality of care of older people in supporting dignified care and facilitating social interaction between patients especially at meal times Assessment for Quality rather than merely of Quality Page 4 of 6

5 Several examples of measurement being used to drive quality improvement were found. Risks of measurement also emerged, including distorting, displacing and depersonalising care. Outcome measures believed to reflect quality of hospital care of older people, included mortality rates, hospital readmission rates and appropriateness of care home admissions. Adjusting for case mix is a challenge when measuring outcomes of care for older people, so measuring processes of care and organisational factors underpinning quality are equally important. Measurement needs to be timely and linked with feedback to staff to drive quality improvements. 6. Details of Patient and Public Involvement in the Research The Department of Health supports the development of an evidence base for patient and public involvement (PPI) in research and is therefore keen for researchers to record, learn from and share their experiences of PPI in research. Please provide a structured summary that: Details the PPI undertaken in this research project; Describes how, if at all, this has differed from what had originally been planned and why; Considers what impact, if any, PPI in the project has had on any aspect of the research process and outcomes; Reflects on the key lessons learned (both challenges and successes) from the process of PPI in this project. If you did not have any PPI in the project, please explain why. Discussions were held with groups of older people and their relatives or carers to discuss approaches to data collection, recruitment strategies and piloting interview schedules. This enabled the research team to benefit from a comprehensive input by service users and their experience in the design of the study. 7. Addressing Equality and Inequality As set out in the DH Research Governance Framework for Health and Social Care 2005, research and those pursuing it should respect the diversity of human culture and conditions and take full account of ethnicity, gender, disability, age and sexual orientation in its design, undertaking and reporting. It is particularly important that the body of research evidence available to policy makers reflects the diversity of the population. Please describe how this was addressed in the planning and delivery of your research, and what contribution your research will make to informing policy to tackle inequalities in health and/or social care. If diversity was not explicitly considered in this piece of work, please explain why. This study had clear participant inclusion criteria ( 65 years or over, 4-8 weeks post discharge from hospital, cognitively and linguistically able to participate in interview, able and willing to give informed consent), and at no point were any other factors considered with regards to inclusion or exclusion. Page 5 of 6

6 8. Key Publications and Presentations by the End of the Project Please list here any publications which have resulted from this piece of work, including those currently in press. This should include journal articles, conference proceedings, press releases and all publications in the lay and scientific press, including website links to published articles if appropriate. Author(s) Title Reference/Further Details Hunt, J. Sanchez, A. Tadd, W. O Mahony, S. Organizational culture and performance in health care for older people: a systematic review Reviews in Clinical Gerontology August 2012; Volume 22. Issue 03: pp Page 6 of 6

Policy Research Programme Summary Final Report Form

Policy Research Programme Summary Final Report Form Policy Research Programme Summary Final Report Form 1. Project Details Project Title: Project Duration: (months) Evaluation of the costs and benefits of computerised on-scene decision support for ambulance

More information

Australian ssociation

Australian ssociation Australian ssociation Practice Standards for Social Workers: Achieving Outcomes of Social Workers Australian Association of Social Workers September 2003 Contents Page Introduction... 3 Format of the Standards...

More information

Measuring for quality in health and social care An RCN position statement

Measuring for quality in health and social care An RCN position statement Measuring for quality in health and social care An RCN position statement 1 Contents 1 Introduction 2 Defining the key terms 3 Dimensions, scope and stakeholders 4 Data and data management 5 The RCN s

More information

People Strategy 2013/17

People Strategy 2013/17 D a t a L a b e l : P U B L I C West Lothian Council People Strategy 2013/17 Contents 1 Overview 2 2 Council Priorities 8 3 Strategy Outcomes 10 1 Engaging and motivating our employees 13 2 Recognised

More information

DIRECTOR OF PUBLIC HEALTH ROLE PROFILE

DIRECTOR OF PUBLIC HEALTH ROLE PROFILE Appendix A DIRECTOR OF PUBLIC HEALTH ROLE PROFILE Title: Employing Organisation: Accountable to: Hours: Work base: Key Relationships Director of Public Health London Borough of Tower Hamlets Professionally

More information

Research in the NHS HR Good Practice Resource Pack

Research in the NHS HR Good Practice Resource Pack Research in the NHS HR Good Practice Resource Pack Acknowledgements The Research Passport system was first developed in Greater Manchester by a partnership of NHS organisations and the University of Manchester.

More information

Policy Statement 16/2006. Acute and Multidisciplinary Working

Policy Statement 16/2006. Acute and Multidisciplinary Working RCN Policy Unit Policy Statement 16/2006 Acute and Multidisciplinary Working The Royal College of Nursing of the United Kingdom and the Royal College of Physicians (London) September 2006 Royal College

More information

Stonewall Healthcare Equality Index 2015

Stonewall Healthcare Equality Index 2015 Stonewall Healthcare Equality Index 2015 Improving the health of lesbian, gay and bisexual people SOME PEOPLE MAE RHAI AREGAY. POBL YN HOYW. GET FFAITH! OVER IT! 3 2 Stonewall Healthcare Equality Index

More information

Building Equality, Diversity and Inclusion into the NHS Board Selection Process for Non Executives and Independent Directors March 2012 Edition

Building Equality, Diversity and Inclusion into the NHS Board Selection Process for Non Executives and Independent Directors March 2012 Edition Building Equality, Diversity and Inclusion into the NHS Board Selection Process for Non Executives and Independent Directors March 2012 Edition The NHS Leadership Academy s purpose is to develop outstanding

More information

The importance of nurse leadership in securing quality, safety and patient experience in CCGs

The importance of nurse leadership in securing quality, safety and patient experience in CCGs Briefing note: July 2012 The importance of nurse leadership in securing quality, safety and patient experience in CCGs Introduction For the NHS to meet the challenges ahead, decisions about health services

More information

THE STATE OF HEALTH CARE AND ADULT SOCIAL CARE IN ENGLAND 2014/15

THE STATE OF HEALTH CARE AND ADULT SOCIAL CARE IN ENGLAND 2014/15 15 October 2015 THE STATE OF HEALTH CARE AND ADULT SOCIAL CARE IN ENGLAND 2014/15 This briefing summarises today s publication of the Care Quality Commission s annual State of Health and Adult Social Care

More information

Review of compliance. Mid Staffordshire NHS Foundation Trust Stafford Hospital. West Midlands. Region:

Review of compliance. Mid Staffordshire NHS Foundation Trust Stafford Hospital. West Midlands. Region: Review of compliance Mid Staffordshire NHS Foundation Trust Stafford Hospital Region: Location address: Type of service: Regulated activities provided: Type of review: West Midlands Mid Staffordshire NHS

More information

Performance Evaluation Report 2013 14. The City of Cardiff Council Social Services

Performance Evaluation Report 2013 14. The City of Cardiff Council Social Services Performance Evaluation Report 2013 14 The City of Cardiff Council Social Services October 2014 This report sets out the key areas of progress and areas for improvement in The City of Cardiff Council Social

More information

Good Scientific Practice

Good Scientific Practice Section 1: The purpose of this document There are three key components to the Healthcare Science workforce in the UK: 1. Healthcare Science Associates and Assistants who perform a diverse range of task

More information

National Standards for Safer Better Healthcare

National Standards for Safer Better Healthcare National Standards for Safer Better Healthcare June 2012 About the Health Information and Quality Authority The (HIQA) is the independent Authority established to drive continuous improvement in Ireland

More information

The Health Foundation

The Health Foundation The Health Foundation Go with the Flow Improving the emergency care pathway for frail elderly people Helen Crisp Health Foundation 19 May 2014 The Health Foundation is an independent charity working to

More information

Risk Management Policy and Process Guide

Risk Management Policy and Process Guide Risk Management Policy and Process Guide Status: pending Next review date: December 2015 Page 1 Information Reader Box Directorate Medical Nursing Patients & Information Commissioning Operations (including

More information

STATEMENT ON MANAGED PUBLIC HEALTH NETWORKS

STATEMENT ON MANAGED PUBLIC HEALTH NETWORKS Faculty of Public Health Medicine PUBLIC HEALTH AND Health Development Agency PRIMARY CARE GROUP STATEMENT ON MANAGED PUBLIC HEALTH NETWORKS Public health programmes within a public health service supported

More information

Open Report on behalf of Glen Garrod, Director of Adult Care. Date: 03 February 2015 Subject: All-Age Autism Strategy for Lincolnshire

Open Report on behalf of Glen Garrod, Director of Adult Care. Date: 03 February 2015 Subject: All-Age Autism Strategy for Lincolnshire Agenda Item 7 Executive Report to: Open Report on behalf of Glen Garrod, Director of Adult Care Executive Date: 03 February 2015 Subject: All-Age Autism Strategy for Lincolnshire 2015-2018 Decision Reference:

More information

Southern Health NHS Foundation Trust

Southern Health NHS Foundation Trust 1. Introduction Southern Health NHS Foundation Trust 1.1 Southern Health NHS Foundation Trust provides Mental Health, Learning Disability, Community and Social Care services in Hampshire, Oxford, Dorset

More information

A framework of operating principles for managing invited reviews within healthcare

A framework of operating principles for managing invited reviews within healthcare A framework of operating principles for managing invited reviews within healthcare January 2016 Background 03 Introduction 04 01 Purpose 05 02 Responsibility 06 03 Scope 07 04 Indemnity 08 05 Advisory

More information

Date: Meeting: Trust Board Public Meeting. 29 October 2014. Title of Paper: Francis 2 Summary Update Report

Date: Meeting: Trust Board Public Meeting. 29 October 2014. Title of Paper: Francis 2 Summary Update Report Meeting: Trust Board Public Meeting Date: 29 October 2014 Title of Paper: Francis 2 Summary Update Report Key Issues: (Actions, Timescales, Costs etc.) The second Francis report (Francis 2), published

More information

PS035 Original research completed in 2010. Principal Investigator: Professor John Clarkson

PS035 Original research completed in 2010. Principal Investigator: Professor John Clarkson PS035 Original research completed in 2010 Briefing Paper Introduction: Principal Investigator: Professor John Clarkson Should the NHS adopt a new system for predicting possible risks to patient safety?

More information

General Guidance on the National Standards for Safer Better Healthcare

General Guidance on the National Standards for Safer Better Healthcare General Guidance on the National Standards for Safer Better Healthcare September 2012 About the Health Information and Quality Authority The (HIQA) is the independent Authority established to drive continuous

More information

Summary of findings. The five questions we ask about hospitals and what we found. We always ask the following five questions of services.

Summary of findings. The five questions we ask about hospitals and what we found. We always ask the following five questions of services. Barts Health NHS Trust Mile End Hospital Quality report Bancroft Road London E1 4DG Telephone: 020 8880 6493 www.bartshealth.nhs.uk Date of inspection visit: 7 November 2013 Date of publication: January

More information

Delivering Local Health Care

Delivering Local Health Care Delivering Local Health Care Accelerating the pace of change Delivering Local Integrated Care Accelerating the Pace of Change WG 17711 Digital ISBN 978 1 0496 0 Crown copyright 2013 2 Contents Joint foreword

More information

Executive Summary and Recommendations: National Audit of Learning Disabilities Feasibility Study

Executive Summary and Recommendations: National Audit of Learning Disabilities Feasibility Study Executive Summary and Recommendations: National Audit of Learning Disabilities Feasibility Study Contents page Executive Summary 1 Rationale and potential impact of a future audit 2 Recommendations Standards

More information

Mental Health. Bulletin. Introduction. Physical healthcare. September 2015

Mental Health. Bulletin. Introduction. Physical healthcare. September 2015 Mental Health September 2015 Bulletin Introduction Welcome to the second edition of the Mental Health Bulletin. In this issue we again look at some of the themes from recent inspections, as well as share

More information

PUBLIC HEALTH WALES NHS TRUST CHIEF EXECUTIVE JOB DESCRIPTION

PUBLIC HEALTH WALES NHS TRUST CHIEF EXECUTIVE JOB DESCRIPTION PUBLIC HEALTH WALES NHS TRUST CHIEF EXECUTIVE JOB DESCRIPTION Post Title: Accountable to: Chief Executive and Accountable Officer for Public Health Wales NHS Trust Trust Chairman and Board for the management

More information

University of Surrey. PsychD Clinical Psychology Programme

University of Surrey. PsychD Clinical Psychology Programme Selection Policy 2014: Introduction University of Surrey PsychD Clinical Psychology Programme The Surrey PsychD Programme in Clinical Psychology is aware of the importance of recruiting and selecting high

More information

NAVIGATING ETHICAL APPROVAL AND ACCESS IN SOCIAL CARE RESEARCH

NAVIGATING ETHICAL APPROVAL AND ACCESS IN SOCIAL CARE RESEARCH NAVIGATING ETHICAL APPROVAL AND ACCESS IN SOCIAL CARE RESEARCH January 2014 Preamble This document has been produced by the Scottish Government, the Association of Directors of Social Work (ADSW) and the

More information

Role of the consultant psychiatrist in psychotherapy

Role of the consultant psychiatrist in psychotherapy Role of the consultant psychiatrist in psychotherapy Council Report CR139 May 2006 London Approved by Council: June 2005 Due for review: 2010 Contents Members of the Working Group 4 Executive summary

More information

Doctor of Clinical Psychology

Doctor of Clinical Psychology Doctor of Clinical Psychology Programme of study for the degree of Doctor of Clinical Psychology 1. The following may be accepted as a candidate for the degree of Doctor of Clinical Psychology: Graduates

More information

Future hospital: Caring for medical patients. Extract: Recommendations

Future hospital: Caring for medical patients. Extract: Recommendations Future hospital: Caring for medical patients Extract: Recommendations Future hospital: caring for medical patients Achieving the future hospital vision 50 recommendations The recommendations from Future

More information

Developing the workforce to support children and adults with learning disabilities described as challenging

Developing the workforce to support children and adults with learning disabilities described as challenging Developing the workforce to support children and adults with learning disabilities described as challenging Professor Lisa Bayliss- Pratt Director of Nursing- Health Education England Health Education

More information

Patient Rights (Scotland) Bill. Roche Products Ltd

Patient Rights (Scotland) Bill. Roche Products Ltd Patient Rights (Scotland) Bill Roche Products Ltd Roche is a leading manufacturer of innovative medicines, including in oncology, rheumatology and virology. We have expertise in a wide range of medical

More information

An introduction to the NHS England National Patient Safety Alerting System January 2014

An introduction to the NHS England National Patient Safety Alerting System January 2014 An introduction to the NHS England National Patient Safety Alerting System January 2014 1 NHS England INFORMATION READER BOX Directorate Medical Operations Patients and Information Nursing Policy Commissioning

More information

Equality Impact Assessment Form

Equality Impact Assessment Form Equality Impact Assessment Form November 2014 Introduction The general equality duty that is set out in the Equality Act 2010 requires public authorities, in the exercise of their functions, to have due

More information

Supporting information for appraisal and revalidation

Supporting information for appraisal and revalidation Supporting information for appraisal and revalidation During their annual appraisals, doctors will use supporting information to demonstrate that they are continuing to meet the principles and values set

More information

Policy on Dual Diagnosis Continuum Model for service users with mental health and substance misuse problems

Policy on Dual Diagnosis Continuum Model for service users with mental health and substance misuse problems Code No: CP23 Issue number: 3 Policy on Dual Diagnosis Continuum Model for service users with mental health and substance misuse problems Lead Executive Author with contact details Responsible Committee/Sub

More information

Social work in adult social services

Social work in adult social services Social work in adult social services (Original advice note February 2010, amended July 2012) Context This advice note from ADASS was first published in February 2010. It remains clear guidance on the proactive

More information

UNIVERSITY OF BIRMINGHAM AND UNIVERSITY OF YORK HEALTH ECONOMICS CONSORTIUM (NICE EXTERNAL CONTRACTOR)

UNIVERSITY OF BIRMINGHAM AND UNIVERSITY OF YORK HEALTH ECONOMICS CONSORTIUM (NICE EXTERNAL CONTRACTOR) UNIVERSITY OF BIRMINGHAM AND UNIVERSITY OF YORK HEALTH ECONOMICS CONSORTIUM (NICE EXTERNAL CONTRACTOR) Development feedback report on piloted indicator(s) QOF indicator area: Heart failure cardiac rehabilitation

More information

Data Quality Rating BAF Ref Impact on BAF Risk Rating

Data Quality Rating BAF Ref Impact on BAF Risk Rating Board of Directors (Public) Item 6.4 Subject: Annual Review of Complaints Process Date of meeting: 28 th April, 2015 Prepared by: Lisa Gurrell Patient and family support Manager Presented by: Sue Pemberton

More information

Performance Management Framework

Performance Management Framework Performance Management Framework Document Control: Document Author: Document Owner: Electronic File ame: Document Type: Stakeholder Consultation: Approval Level: Approval Body: Version umber: Associate

More information

Risk Management Plan 2012-2015

Risk Management Plan 2012-2015 Risk Management Plan 2012-2015 This controlled document shall not be copied in part or whole without the express permission of the author or the author s representative. Revision Date Previous Revision

More information

In certain circumstances it should be a criminal offence to breach these duties or obstruct another from performing them.

In certain circumstances it should be a criminal offence to breach these duties or obstruct another from performing them. How can professional regulation encourage healthcare professionals and social workers to be more candid when care goes wrong? Professional Standards Authority Consultation Report compiled by Joe Godden,

More information

Equality impact assessment for SMS Text Messaging across DWP. Reducing Avoidable Contact and Improving the Customer Experience

Equality impact assessment for SMS Text Messaging across DWP. Reducing Avoidable Contact and Improving the Customer Experience Equality impact assessment for SMS Text Messaging across DWP Reducing Avoidable Contact and Improving the Customer Experience August 2012 Equality impact assessment for SMS Text messaging across DWP Introduction

More information

Diagnostic Testing Procedures for Ophthalmic Science

Diagnostic Testing Procedures for Ophthalmic Science V3.0 09/06/15 Table of Contents 1. Introduction... 3 2. Purpose of this Policy... 3 3. Scope... 3 4. Definitions / Glossary... 3 5. Ownership and Responsibilities... 3 5.2. Role of the Managers... 3 5.3.

More information

Graduate Training Profile

Graduate Training Profile Training Position Training Allowance/ Bursary Period of Training Hours/Days Required Placement Organisation Responsible to Special Requirements How to Apply Closing Date NHS Graduate Management Trainee

More information

Appendix 1 Business Case to Support the Relocation of Mental Health Inpatient Services in Manchester (Clinical Foreword and Executive Summary)

Appendix 1 Business Case to Support the Relocation of Mental Health Inpatient Services in Manchester (Clinical Foreword and Executive Summary) Appendix 1 Business Case to Support the Relocation of Mental Health Inpatient Services in Manchester (Clinical Foreword and Executive Summary) Together we are better Foreword by the Director of Nursing

More information

Royal Bournemouth & Christchurch Hospitals NHS Foundation Trust Meeting the Public Sector Equality Duties Summary Statement May 2015

Royal Bournemouth & Christchurch Hospitals NHS Foundation Trust Meeting the Public Sector Equality Duties Summary Statement May 2015 Royal Bournemouth & Christchurch Hospitals NHS Foundation Trust Meeting the Public Sector Equality Duties Summary Statement May 2015 1.0 Introduction 1.1 At RBCH, we recognise that equality means treating

More information

The CQC s approach to regulating urgent care. Ruth Rankine Deputy Chief Inspector for Primary Care CQC

The CQC s approach to regulating urgent care. Ruth Rankine Deputy Chief Inspector for Primary Care CQC The CQC s approach to regulating urgent care Ruth Rankine Deputy Chief Inspector for Primary Care CQC NHS Confederation Urgent and Emergency Care Forum Ruth Rankine Deputy Chief Inspector of General Practice

More information

World Class Education and Training, for World Class Healthcare

World Class Education and Training, for World Class Healthcare World Class Education and Training, for World Class Healthcare Introducing Health Education England 2 Contents Foreword... Page 4 Overview... Page 5 Vision and Purpose... Page 6 Shared Principles... Page

More information

Director of Nursing & Quality. Helen Coleman Associate Director for Nursing Workforce

Director of Nursing & Quality. Helen Coleman Associate Director for Nursing Workforce Reporting to: Trust Board - March 2015 Paper 8 Title Sponsoring Director Author(s) Nursing Revalidation Director of Nursing & Quality Helen Coleman Associate Director for Nursing Workforce Previously considered

More information

Council Meeting, 26/27 March 2014

Council Meeting, 26/27 March 2014 Council Meeting, 26/27 March 2014 HCPC response to the Final Report of A Review of the NHS Hospitals Complaint System Putting Patients Back in the Picture by Right Honourable Ann Clwyd MP and Professor

More information

PUBLIC HEALTH LIMITED OPEN CALL SCHEME (LOCS) PHA202 RESEARCH BRIEFING

PUBLIC HEALTH LIMITED OPEN CALL SCHEME (LOCS) PHA202 RESEARCH BRIEFING Introduction PUBLIC HEALTH LIMITED OPEN CALL SCHEME (LOCS) PHA202 RESEARCH BRIEFING Following publication of its new national health research strategy Best Research for Best Health (DH 2006a), the Department

More information

Making the components of inpatient care fit

Making the components of inpatient care fit Making the components of inpatient care fit Named nurse roles and responsibillities booklet RDaSH Adult Mental Health Services Contents 1 Introduction 3 2 Admission 3 3 Risk Assessment / Risk Management

More information

Postgraduate Certificate Healthcare Management, Leadership & Innovation

Postgraduate Certificate Healthcare Management, Leadership & Innovation Plymouth University Peninsula Schools of Medicine & Dentistry Programme Specification Postgraduate Certificate Healthcare Management, Leadership & Innovation January 2015 Date of approval: January 2015

More information

Professional Capability Framework - Entry Level Capabilities:

Professional Capability Framework - Entry Level Capabilities: Professional Capability Framework - Entry Level Capabilities: This document presents the Entry level Professional Capabilities. The capabilities should be read in conjunction with the level descriptor

More information

KNOWLEDGE REVIEW 13 SUMMARY. Outcomes-focused services for older people: A summary

KNOWLEDGE REVIEW 13 SUMMARY. Outcomes-focused services for older people: A summary KNOWLEDGE REVIEW 13 SUMMARY Outcomes-focused services for older people: A summary ADULTS SERVICES ADULTS SUMMARY SERVICES Outcomes-focused services for older people Introduction This knowledge review includes:

More information

JOB DESCRIPTION. Emergency Department Sister / Charge Nurse

JOB DESCRIPTION. Emergency Department Sister / Charge Nurse JOB DESCRIPTION Title of Post: Emergency Nurse Practitioner Grade/ Band: Band 7 Directorate: Reports to: Accountable to: Initial Location: Hours: Medical Specialties Emergency Department Sister / Charge

More information

MEETING OF TRUST BOARD EXECUTIVE SUMMARY AGENDA ITEM 4.2

MEETING OF TRUST BOARD EXECUTIVE SUMMARY AGENDA ITEM 4.2 MEETING OF TRUST BOARD EXECUTIVE SUMMARY TITLE & DATE: AGENDA ITEM 4.2 National NHS Staff Survey and Trust Staff Satisfaction Survey 2013 Action Plan 27 February 2014 This paper is for: Approval x Decision

More information

JOB DESCRIPTION. Chief Nurse

JOB DESCRIPTION. Chief Nurse JOB DESCRIPTION Chief Nurse Post: Band: Division: Department: Responsible to: Responsible for: Chief Nurse Executive Director Trust Services Trust Headquarters Chief Executive Deputy Chief Nurse Head of

More information

Principles and expectations for good adult rehabilitation. Rehabilitation is everyone s business: Rehabilitation Reablement Recovery

Principles and expectations for good adult rehabilitation. Rehabilitation is everyone s business: Rehabilitation Reablement Recovery Wessex Strategic Clinical Networks Rehabilitation Reablement Recovery Rehabilitation is everyone s business: Principles and expectations for good adult rehabilitation 2 Principles and expectations for

More information

Guidance for NHS commissioners on equality and health inequalities legal duties

Guidance for NHS commissioners on equality and health inequalities legal duties Guidance for NHS commissioners on equality and health inequalities legal duties NHS England INFORMATION READER BOX Directorate Medical Commissioning Operations Patients and Information Nursing Trans. &

More information

Information Governance Strategy

Information Governance Strategy Information Governance Strategy Document Status Draft Version: V2.1 DOCUMENT CHANGE HISTORY Initiated by Date Author Information Governance Requirements September 2007 Information Governance Group Version

More information

Florence Nightingale Faculty of Nursing & Midwifery. Older Person s Nurse Fellowship

Florence Nightingale Faculty of Nursing & Midwifery. Older Person s Nurse Fellowship Florence Nightingale Faculty of Nursing & Midwifery 1 Older Person s Nurse Fellowship 2 Contents From left: Waterloo Campus, Guy s Campus, St Thomas Campus, the Millennium Wheel on London s South Bank.

More information

Research is everybody s business

Research is everybody s business Research and Development Strategy (DRAFT) 2013-2018 Research is everybody s business 1 Information Reader Box to be inserted for documents six pages and over. (To be inserted in final version, after consultation

More information

WRITTEN QUESTION TO THE MINISTER FOR HEALTH AND SOCIAL SERVICES BY DEPUTY M.R. HIGGINS OF ST. HELIER ANSWER TO BE TABLED ON TUESDAY 14th APRIL 2015

WRITTEN QUESTION TO THE MINISTER FOR HEALTH AND SOCIAL SERVICES BY DEPUTY M.R. HIGGINS OF ST. HELIER ANSWER TO BE TABLED ON TUESDAY 14th APRIL 2015 3 1240/5(8729) WRITTEN QUESTION TO THE MINISTER FOR HEALTH AND SOCIAL SERVICES BY DEPUTY M.R. HIGGINS OF ST. HELIER ANSWER TO BE TABLED ON TUESDAY 14th APRIL 2015 Question Further to question (8633) of

More information

EXECUTIVE SUMMARY FRONT SHEET

EXECUTIVE SUMMARY FRONT SHEET EXECUTIVE SUMMARY FRONT SHEET Agenda Item: Meeting: Quality and Safety Forum Date: 09.07.2015 Title: Monthly Board Report- Publication of Nursing and Midwifery Staffing Levels June 2015 Exception Report

More information

Governing Body 13 November 2013

Governing Body 13 November 2013 Paper 07 Governing Body 13 November 2013 Overview of complaints and handling processes Paper Author Lead Executive FOI status Michaela Maloney, Interim Head of Communication and Engagement Brendan Ward,

More information

Changing health and care in West Cheshire The West Cheshire Way

Changing health and care in West Cheshire The West Cheshire Way Changing health and care in West Cheshire The West Cheshire Way Why does the NHS need to change? The NHS is a hugely important service to patients and is highly regarded by the public. It does however

More information

for Safer Better Healthcare Draft National Standards for Safer Better Healthcare September 2010 Consultation Document September 2010

for Safer Better Healthcare Draft National Standards for Safer Better Healthcare September 2010 Consultation Document September 2010 Draft National Standards for Safer Better Healthcare Consultation Draft Document National Standards September 2010 for Safer Better Healthcare Consultation Document September 2010 About the Health Information

More information

LEARNING DISABILITIES POLICY v1.0

LEARNING DISABILITIES POLICY v1.0 LEARNING DISABILITIES POLICY v1.0 Policy Statement: This policy will ensure that the services provided by the Trust are equally and easily accessible to the diverse communities it serves. Key Points This

More information

City of Cardiff Council Improving Scrutiny Project: Project Brief, January 2015

City of Cardiff Council Improving Scrutiny Project: Project Brief, January 2015 APPENDIX A City of Cardiff Council Improving Scrutiny Project: Project Brief, January 2015 Project Purpose Cardiff is proud of its scrutiny arrangements and the important part scrutiny plays in Council

More information

Research and Innovation Strategy: delivering a flexible workforce receptive to research and innovation

Research and Innovation Strategy: delivering a flexible workforce receptive to research and innovation Research and Innovation Strategy: delivering a flexible workforce receptive to research and innovation Contents List of Abbreviations 3 Executive Summary 4 Introduction 5 Aims of the Strategy 8 Objectives

More information

SCDLMCB2 Lead and manage service provision that promotes the well being of individuals

SCDLMCB2 Lead and manage service provision that promotes the well being of individuals Lead and manage service provision that promotes the well being of Overview This standard identifies the requirements associated with leading and managing practice that supports the health and well being

More information

Commissioning Policy: Implementation and funding of NICE guidance. April 2013. Reference : NHSCB/CP/05

Commissioning Policy: Implementation and funding of NICE guidance. April 2013. Reference : NHSCB/CP/05 Commissioning Policy: Implementation and funding of NICE guidance April 2013 Reference : NHSCB/CP/05 NHS Commissioning Board Commissioning Policy: Implementation and funding of guidance produced by the

More information

Workforce Diversity Data

Workforce Diversity Data Workforce Diversity Data January 2015 1 Workforce Diversity Data January 2015 Version number: 2.1 First published: 22/07/2014 in NHS England s Annual Report Prepared by: NHS England People and Organisation

More information

Doing Well, Doing Better. Standards for Health Services in Wales

Doing Well, Doing Better. Standards for Health Services in Wales Doing Well, Doing Better Standards for Health Services in Wales April 2010 Foreword by the Assembly Minister for Health and Social Services The Healthcare Standards for Wales (2005) framework has been

More information

Review of Quality Assurance: Terms of Reference. Background

Review of Quality Assurance: Terms of Reference. Background Review of Quality Assurance: Terms of Reference Background 1. The Quality Improvement Framework (QIF) consolidates previous work by the GMC on the quality assurance of basic medical education (QABME) and

More information

Stakeholder Question 1. Strongly Disagree Disagree Don t Know Agree Strongly Agree

Stakeholder Question 1. Strongly Disagree Disagree Don t Know Agree Strongly Agree Modernising Pharmacy Careers Review of Post-Registration Career Development Discussion Paper PRO FORMA FOR CAPTURING RESPONSES TO STAKEHOLDER QUESTIONS Please complete and return to: MPCProgramme@dh.gsi.gov.uk

More information

Chapter 2 Essential Skills for Case Managers

Chapter 2 Essential Skills for Case Managers Chapter 2 Essential Skills for Case Managers 2.1 Essential Skill Overview If you ask ten people what case management means to them, you will most likely get ten different answers. Though case management

More information

National Assembly for Wales Public Accounts Committee. Implementation of the National Framework for Continuing NHS Healthcare: Follow-up Report

National Assembly for Wales Public Accounts Committee. Implementation of the National Framework for Continuing NHS Healthcare: Follow-up Report National Assembly for Wales Public Accounts Committee Implementation of the National Framework for Continuing NHS Healthcare: Follow-up Report March 2015 The National Assembly for Wales is the democratically

More information

COUNCIL OF GOVERNORS 23 rd June 2014

COUNCIL OF GOVERNORS 23 rd June 2014 Paper 7.2 COUNCIL OF GOVERNORS 23 rd June 2014 TITLE EXECUTIVE SUMMARY The Council is asked to: Submitted by: Complaints procedure Driven by the national context of changes in expectation, scrutiny and

More information

Maximising Quality in Residential Care Quality -improving NHS support for care home residents

Maximising Quality in Residential Care Quality -improving NHS support for care home residents My Home Life Conference RIBA, London June 22 nd 2012 Maximising Quality in Residential Care Quality -improving NHS support for care home residents Professor Finbarr Martin President, British Geriatrics

More information

National Standards for Disability Services. DSS 1504.02.15 Version 0.1. December 2013

National Standards for Disability Services. DSS 1504.02.15 Version 0.1. December 2013 National Standards for Disability Services DSS 1504.02.15 Version 0.1. December 2013 National Standards for Disability Services Copyright statement All material is provided under a Creative Commons Attribution-NonCommercial-

More information

First National Data Quality Review: Executive Summary Quality Information Committee

First National Data Quality Review: Executive Summary Quality Information Committee First National Data Quality Review: Executive Summary Quality Information Committee Executive Summary Introduction to the report This report has been produced by the Quality Information Committee (QIC)

More information

Response ID ANON-DA8Q-Y1VK-S

Response ID ANON-DA8Q-Y1VK-S Response ID ANON-DA8Q-Y1VK-S Submitted on 2011-03-31 11:06:33.256119 i. What is your name? Name: Alan Simpson ii. What is your email address? Email: a.simpson@city.ac.uk iii. Are you responding on behalf

More information

Scotland s public sector workforce. Good practice guide

Scotland s public sector workforce. Good practice guide Scotland s public sector workforce Good practice guide Prepared by Audit Scotland March 2014 Contents Introduction... 4 Purpose of the guide... 4 What s in the guide?... 4 Part 1. Good practice in workforce

More information

Process for advising on the feasibility of implementing a patient access scheme

Process for advising on the feasibility of implementing a patient access scheme Process for advising on the feasibility of implementing a patient access scheme INTERIM September 2009 Patient Access Schemes Liaison Unit at NICE P001_PASLU_Process_Guide_V1.3 Page 1 of 21 Contents (to

More information

Equality and Diversity Strategy

Equality and Diversity Strategy Equality and Diversity Strategy If you require this document in another format or language please contact: Telephone: 023 9282 2444 E-mail: enquiries@portsmouthccg.nhs.uk Write: NHS Portsmouth Clinical

More information

Clinical Governance and Workforce Committee Summary Report

Clinical Governance and Workforce Committee Summary Report Committee: Trust Board Meeting Date: 25 June 2015 This paper is for: Assurance and Information Title: Clinical Governance and Workforce Committee Summary Report Purpose: The purpose of this report is to

More information

Putting the patient first: issues for HR from the Francis report

Putting the patient first: issues for HR from the Francis report February 2013 Discussion paper 7 Putting the patient first: issues for HR from the Francis report This discussion paper has been designed to help inform and shape the format of our forthcoming listening

More information

Directors of Public Health in Local Government

Directors of Public Health in Local Government Directors of Public Health in Local Government i) Roles, responsibilities and context 1 DH INFORMATION READER BOX Policy Clinical Estates HR / Workforce Commissioner Development IM & T Management Provider

More information

AVOIDING UNPLANNED ADMISSIONS ENHANCED SERVICE: PROACTIVE CASE FINDING AND CARE REVIEW FOR VULNERABLE PEOPLE GUIDANCE AND AUDIT REQUIREMENTS

AVOIDING UNPLANNED ADMISSIONS ENHANCED SERVICE: PROACTIVE CASE FINDING AND CARE REVIEW FOR VULNERABLE PEOPLE GUIDANCE AND AUDIT REQUIREMENTS April 2014 AVOIDING UNPLANNED ADMISSIONS ENHANCED SERVICE: PROACTIVE CASE FINDING AND CARE REVIEW FOR VULNERABLE PEOPLE GUIDANCE AND AUDIT REQUIREMENTS A programme of action for general practice and clinical

More information

THE PSYCHOLOGICAL SOCIETY OF IRELAND CUMANN SÍCEOLAITHE ÉIREANN ACCREDITATION CRITERIA FOR POSTGRADUATE PROFESSIONAL TRAINING

THE PSYCHOLOGICAL SOCIETY OF IRELAND CUMANN SÍCEOLAITHE ÉIREANN ACCREDITATION CRITERIA FOR POSTGRADUATE PROFESSIONAL TRAINING THE PSYCHOLOGICAL SOCIETY OF IRELAND CUMANN SÍCEOLAITHE ÉIREANN ACCREDITATION CRITERIA FOR POSTGRADUATE PROFESSIONAL TRAINING IN EDUCATIONAL PSYCHOLOGY DATE: 22 ND FEBRUARY 2010 Date for review: February

More information

Mental Health Crisis Care: Shropshire Summary Report

Mental Health Crisis Care: Shropshire Summary Report Mental Health Crisis Care: Shropshire Summary Report Date of local area inspection: 26 and 27 January 2015 Date of publication: June 2015 This inspection was carried out under section 48 of the Health

More information

Type of change. V02 Review Feb 13. V02.1 Update Jun 14 Section 6 NPSAS Alerts

Type of change. V02 Review Feb 13. V02.1 Update Jun 14 Section 6 NPSAS Alerts Document Title Reference Number Lead Officer Author(s) (name and designation) Ratified By Central Alerting System (CAS) Policy NTW(O)17 Medical Director Tony Gray Head of Safety and Patient Experience

More information

JOINT DIRECTOR OF PUBLIC HEALTH JOB DESCRIPTION

JOINT DIRECTOR OF PUBLIC HEALTH JOB DESCRIPTION JOINT DIRECTOR OF PUBLIC HEALTH JOB DESCRIPTION Employing organisation: London Borough Waltham Forest Grade/Salary: 88-98,000 (permanent). Interim Daily Rate 910. Responsible to: Deputy Chief Executive

More information