Barry Speker OBE DL LL.B
|
|
- Christian O’Neal’
- 8 years ago
- Views:
Transcription
1 Skills Workshop: Dealing Effectively with Patient Complaints Barry Speker OBE DL LL.B Trust Solicitor-Newcastle upon Tyne Hospitals NHS Foundation Trust Consultant Sintons LLP
2
3 , ,900 Source: Health & Social Care Information Service Validity of Complaints to Health Service Ombudsman Fully upheld 60% Partly upheld 19% Not upheld 21% Conclusion: High level of dissatisfaction with responses received from the NHS
4 Equivocal language Sitting on the fence Getting key facts wrong Using technical language without explanations False apologies e.g. I m sorry you feel the care wasn t good enough
5
6 Claims culture Rising awareness of ability to complain/claim Press interest Political issues as to the NHS Ambulance chasing lawyers Press, TV, radio, internet advertising Strained resources Publicity of bad cases not good cases Francis report and other public inquiries
7
8 The Local Authority, Social Services and National Health Service Complaints (England) Regulations (i) Each responsible body must make arrangements for dealing with complaints (ii) The arrangements must ensure that:- [a] Complaints are dealt with effectively [b] Complaints are properly investigated [c] Complainants are treated with respect and courtesy [d] Complainants receive, so far as is reasonably practicable:- [i] Assistance to enable them to understand the procedure in relation to complaints [ii] Advice as to where they may obtain such assistance [e] Complainants received a timely and appropriate response [f] Complainants are told the outcome of the investigation of their complaint [g] Action is taken if necessary in the light of the outcome of the complaint It is essential that all Trusts have a complaints policy which is in line with the Regulations
9 1. Delayed referral 2. Delayed treatment 3. The wrong treatment 4. Under or over administration of medication 5. The problem with the silent diagnosis 6. Surgical errors 7. Failure to follow up 8. Misinterpretation of test results 9. Lack of informed consent 10. Failure to notify of side effects 11. Lack of appropriate medication to cover side effects 12. Failure to give all available options of treatment 13. Post code prescribing 14. Lack of funding Health care economics/nihce 15. Availability of medication elsewhere e.g. USA, Europe
10 16. Prognostic prediction and lack of knowledge of metastatic determinations 17. Lack of availability of screening 18. Ageism 19. Over-diagnosis resulting in unnecessary treatment 20. Rudeness/discourtesy/lack of privacy/perceived lack of caring 21. Additional issues with regard to metastatic cancer High profile of breast cancer Lack of understanding of new technologies HER2 positive breast cancer Departure from standard and recognised therapies Trastuzumab (Herceptin) Timing of testing for HER2 level Communication of unrealistic expectations as to outcomes
11 22. Delay and diagnosis of metastases 23. Unreliability of breast screening 24. Risks of screening or not screening 25. False positive findings of mammography 26. Pathology errors in breast cancer tests 27. Failure to acknowledge emotional stress in newly diagnosed patients 28. Awareness of impact of treatment for example HER2 positive cancer can become HER2 negative
12 Compliance with national and local guidelines staying up to date as to treatment options Checking diagnoses Spending time to ensure patients (and families) have full understanding. Careful checking that patient has taken in what is intended to be communicated Checking this regularly and involving GP Full and accurate record-keeping Regular communication with GP Capacity assessment under MHA Use of interpreters Use of leaflets
13 Avoiding stereotypes and taking into account patient s special circumstances Learning difficulties Language difficulties Dementia Mental health problems Personality disorders Ethnical disparities, cultural differences Have regard for comorbidities MDT approach Peer approval and endorsement Face to face communication Duty of Candour (See later)
14
15 Be aware of and comply with procedure Ensure investigation is thorough Openness, accessibility and promptness Check that responses to complaints are factual, accurate and sensitive Check that the response (often prepared not by a medic) is comprehensible and properly represents your views Where there have been shortcomings, clearly understood apologies should be forthcoming Encourage patients to use PALS and ICAS Avoid making promises which cannot be kept Where jargon is used add definitions and explanations
16
17 Complaint responses checked and signed by the Chief Executive should ensure that:- All issues raised by the complainant have been addressed Similar terminology to that used by the complainant is used Explanations of medical and nursing terminology are given Give explanations and details of remedial action A sympathetic and apologetic tone is used and apologies are given where appropriate Ensuring any identified action for follow up is in place for example new appointment, change of consultant, further/alternative treatment Identification and consideration of redress where called for Opportunity of taking the matter further is identified for example Health Service Ombudsman Parliamentary and Health Service Ombudsman s principles of good complaint handling:- Getting it right Not being customer serviced Being open and accountable Acting fairly and proportionately Putting things right Seeking continuous improvement
18 Complaints become claims Clinical negligence claims involve Duty of care Breach of duty and relevant standard of care Damage resulting from breach/causation/remoteness Public enquiries Corporate manslaughter Significant adverse publicity Disciplinary action from Trust Professional discipline GMC Reputational damage Funding penalties.- CQUIN Closure of Units
19 From an ethical duty to a legal duty. NHS bodies have a duty of candour to patients. The new NHS standard contract requires all NHS healthcare providers and private providers serving NHS patients to disclose errors in treatment which result in moderate or severe harm or death. NHS standard contract Treatment contract guidance SC35 Any reportable or suspected patient safety incident falling within categories of moderate or severe harm or death must be investigated and reported to the patient, and any other relevant person, within 10 days Under the new NHS Contract, if a provider breaches the contractual duty of candour, the commissioning body can recover either the cost of the episode of care, or up to 10, if the cost is unknown, from the provider.
20 Where such an incident occurs there is a duty to speak to the patient as soon as possible communicating the facts and giving an apology and offering this to be done in writing. The meeting should be audited. The National Patient Safety Authority (NPSA) defines the three levels of harm in seven steps to patient safety as follows:- Moderate any patient safety incident that resulted in a moderate increase in treatment and significant but not permanent harm. Severe a patient safety incident which appears to have resulted in permanent harm Death an incident that directly resulted in the patient s death Service providers are expected to use these definitions to create their own guidance
21 Contract Annex 4 Implementing the Contractual Requirements relating to Duty of Candour 1. The patient or their family must be informed of the incident within at most 10 working days. 2. The information notification must be verbal (face to face where possible) and must take into account language barriers, communication difficulties, relevant disability. An offer of written notification must be made. 3. If it is unclear whether a patient s safety incident has occurred or the degree of harm involved, this is not a reason to avoid disclosure. 4. An apology must be offered. Note Being Open 5. A step by step explanation in plain English must be offered as soon as possible. 6. Full written documentation of any meetings must be maintained. 7. Any investigation reports must be shared within 10 working days of being signed off as complete and the incident closed. 8. Providers should inform the patient s commissioner when they are communicating with a patient/family/carers. These will be part of the six monthly contract review process. 9. Commissioners should consider referral to the CQC for breach of registration requirements in the case of serious incidents of deaths.
22
NHS England Complaints Policy
NHS England Complaints Policy 1 2 NHS England Complaints Policy NHS England Policy and Corporate Procedures Version number: 1.1 First published: September 2014 Prepared by: Kerry Thompson, Senior Customer
More informationNHS Complaints Advocacy. A step by step guide to making a complaint about the NHS. www.pohwer.net
NHS Complaints Advocacy A step by step guide to making a complaint about the NHS NHS Complaints Advocacy Important Information Please read this section before the rest of this guide to ensure you take
More informationPolicies and Procedures. Policy on the Handling of Complaints
RMP. South Tyneside NHS Foundation Trust Policies and Procedures Policy on the Handling of Complaints Approved by Trust Board December 2006 (revised version approved by RMEC May 2010) Policy Type Policy
More informationStatutory duty of candour with criminal sanctions Briefing paper on existing accountability mechanisms
Statutory duty of candour with criminal sanctions Briefing paper on existing accountability mechanisms Background In calling for the culture of the NHS to become more open and honest, Robert Francis QC,
More informationContents. Section/Paragraph Description Page Number
- NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICA CLINICAL NON CLINICAL - CLINICAL CLINICAL Complaints Policy Incorporating Compliments, Comments,
More informationCOMPLAINTS POLICY AND PROCEDURE TWC7
COMPLAINTS POLICY AND PROCEDURE TWC7 Version: 3.0 Ratified by: Complaints Group Date ratified: July 2011 Name of originator/author: Name of responsible committee/ individual: Date issued: July 2011 Review
More informationGoverning 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 informationA step-by-step guide to making a complaint about health and social care
A step-by-step guide to making a complaint about health and social care www.healthwatchhampshire.co.uk Step by step Page 3 Are you concerned about something that is happening now? Do you need to make a
More informationBeing Open Policy P033. Version Date Revision Description Editor Status
Document Information Board Library Reference Document Author Assured By Review Cycle P033 Head of Risk & Compliance Quality & Healthcare Governance 3 Years Note: This document is electronically controlled.
More informationComplaints. It is also important to learn from complaints in order to prevent or minimise the risk of similar problems happening again.
6 Complaints Even the most careful and competent dental professional is likely to receive a complaint about the quality of the service, care or treatment they have provided, at some point in their career.
More informationNHS Complaints Handling: Briefing Note. The standard NHS complaints procedure can be used for most complaints about NHS services.
APPENDIX 1 NHS Complaints Handling: Briefing Note NHS Complaints Procedure The standard NHS complaints procedure can be used for most complaints about NHS services. The legislation governing the NHS complaints
More informationGuide to making a complaint about an NHS service
Guide to making a complaint about an NHS service February 2014 Healthwatch Coventry www.healthwatchcoventry.org.uk Contents 1. About this guide page 3 2. The NHS complaints procedure page 3 3. About the
More informationPolicies, Procedures, Guidelines and Protocols
Policies, Procedures, Guidelines and Protocols Document Details Title Complaints and Compliments Policy Trust Ref No 1353-29025 Local Ref (optional) N/A Main points the document This policy and procedure
More informationComplaints Policy. Complaints Policy. Page 1
Complaints Policy Page 1 Complaints Policy Policy ref no: CCG 006/14 Author (inc job Kat Tucker Complaints & FOI Manager title) Date Approved 25 November 2014 Approved by CCG Governing Body Date of next
More informationChesterfield Royal Hospital NHS Foundation Trust THE ADVICE CENTRE AND COMPLAINTS POLICY
Chesterfield Royal Hospital NHS Foundation Trust THE ADVICE CENTRE AND COMPLAINTS POLICY 1. INTRODUCTION 1.1 The aim of the Advice Centre is to support the Trust s Service Experience Strategy by providing
More informationTHE CLAIMS MANAGEMENT CODE ( the Code )
THE CLAIMS MANAGEMENT CODE ( the Code ) CONTENTS 1 Introduction 2 Principles 3 Publishing the Code 4 Training and Competence 5 Advertising, Marketing and Promotional Activities 6 Charges 7 Information
More informationSaying sorry when things go wrong. Communicating patient safety incidents with patients, their families and carers
Saying sorry when things go wrong Communicating patient safety incidents with patients, their families and carers Contents Being open at a glance 2 About this Being open framework 4 An introduction to
More informationContents. Appendices. 1. Complaints Relating to Commissioned Services Page 15
COMPLAINTS POLICY 1 Contents 1. Introduction Page 3 2. Purpose Page 3 3. Principles Page 4 4. Scope Page 4 5. Exclusions Page 5 6. Responsibilities Page 5 7. Complaints Management Process: Local Resolution
More informationNHS Complaints Advocacy
NHS Complaints Advocacy Raising Concerns or Complaints About the NHS Advocacy in Surrey is provided by Surrey Disabled People s Partnership (SDPP) In partnership with SDPP is a registered Charity: 1156963
More informationNHS Complaints in England Regulations and Principles
MEDICAL PROTECTION SOCIETY PROFESSIONAL SUPPORT AND EXPERT ADVICE MPS COMPLAINTS SERIES BOOK 1 NHS Complaints in England Regulations and Principles www.mps.org.uk Contents Introduction page 3 Legal obligations
More informationResolving problems and making a complaint about NHS care
Factsheet 66 August 2011 Resolving problems and making a complaint about NHS care About this factsheet The factsheet explains the approach to handling complaints about National Health Service (NHS) services,
More informationMPS COMPLAINTS SERIES BOOK 1. NHS Complaints in England Regulations and Principles. www.mps.org.uk
Medical Protection Society Professional Support and Expert Advice MPS COMPLAINTS SERIES BOOK 1 NHS Complaints in England Regulations and Principles www.mps.org.uk Contents Introduction page 3 Legal obligations
More informationhttp://www.gmc-uk.org/concerns/making_a_complaint/who_to_complain_to_en.asp
Who to complain to information for patients in England http://www.gmc-uk.org/concerns/making_a_complaint/who_to_complain_to_en.asp The process of making a complaint will be easier and less stressful if
More informationPrinciples of Good Complaint Handling
Principles of Good Complaint Handling Principles of Good Complaint Handling Good complaint handling means: 1 Getting it right 2 Being customer focused 3 Being open and accountable 4 Acting fairly and proportionately
More informationMedicolegal Problems Facing Breast Radiologists: How to Avoid Them
Medicolegal Problems Facing Breast Radiologists: How to Avoid Them Dr Philip Zack Medicolegal Adviser Brighton - British Society of Breast Radiology Conference 10/11/2014 Total number of reported CNST
More informationCustomer Services (Enquiries/Concerns/Complaints) Framework 2012/13
Customer Services (Enquiries/Concerns/Complaints) Framework 2012/13 Version: One Responsible Committee: The Audit & Governance Group Date approved: Name of author: JANET SMART Name of responsible director/
More informationCOMPLAINTS POLICY AND PROCEDURES
COMPLAINTS POLICY AND PROCEDURES Scope Trustwide Owner Patient Experience Group Contact Head of Complaints Version 3.2 Issue date June 2009 Last reviewed December 2014 Next review due December 2017 Search
More informationHow To Handle A Complaint In The Uk
MEDICAL PROTECTION SOCIETY PROFESSIONAL SUPPORT AND EXPERT ADVICE MPS COMPLAINTS SERIES BOOK 5 NHS complaints procedure An overview www.mps.org.uk Contents Regulations and principles page 3 Putting the
More informationBurton Hospitals NHS Foundation Trust. Committee On: 20 January 2015. Review Date: September 2017. Department Responsible for Review:
POLICY DOCUMENT Burton Hospitals NHS Foundation Trust COMPLAINTS POLICY AND PROCEDURE Approved by: Executive Management Committee On: 20 January 2015 Review Date: September 2017 Corporate / Division Corporate
More informationNHS Complaints in England Regulations and Principles
MEDICAL PROTECTION SOCIETY COMPLAINTS NHS Complaints in England Regulations and Principles PROFESSIONAL SUPPORT AND EXPERT ADVICE www.mps.org.uk Introduction 4 Legal obligations 4 Contractual obligations
More informationCOMPLAINTS PROCEDURE. Version: 1.4. Date Approved November 2014. Interim Complaints Manager. Date issued: November 2014
COMPLAINTS PROCEDURE Version: 1.4 Committee Approved by: Integrated Governance Committee Date Approved November 2014 Author: Responsible Directorate: Interim Complaints Manager Finance and Governance Date
More informationPatient Safety in Primary Care: patient involvement & the Duty of Candour
Patient Safety in Primary Care: patient involvement & the Duty of Candour Manchester PSTRC July 2015 Peter Walsh WHAT IS AvMA? The independent UK charity for patient safety and justice Provides advice
More informationWe are happy to discuss your concerns and are always ready to listen to your comments and views on the care we provide.
Complaints, concerns and compliments We are sorry you have a complaint. This booklet explains what to do if you have a complaint about your clinical care and treatment, or if you are complaining on behalf
More informationNHS Constitution. Access to health services:
NHS Constitution Patients and the public your rights and NHS pledges to you Everyone who uses the NHS should understand what legal rights they have. For this reason, important legal rights are summarised
More informationThis guide will help you to prepare a complaint letter and provide information regarding where you should send your complaint to.
Guide to Making a Complaint About Medical Treatment If you are dissatisfied with the medical treatment that you or a family member have received then you are entitled to make a complaint. Complaint guide
More informationYour rights and how to make a complaint
Your rights and how to make a complaint Most medical care and treatment goes well, but things occasionally go wrong, and you may want to complain. So where do you start? Every NHS organisation has a complaints
More informationCOMPLAINTS AND CONCERNS POLICY
COMPLAINTS AND CONCERNS POLICY A GENERAL 1. INTRODUCTION 1.1 This policy sets out the process that the Clinical Commissioning Groups (CCG) will use for handling complaints, generated by patients, carers
More informationRatification by: Haringey CCG Governing Body (is on agenda for March 2013 meeting)
NHS Haringey Clinical Commissioning Group Complaints Policy V1 Approved by: Haringey CCG Quality Committee (29/01/13) Ratification by: Haringey CCG Governing Body (is on agenda for March 2013 meeting)
More informationA step by step guide to making a complaint about the NHS
A step by step guide to making a complaint about the NHS Please read this first Are you worried or unhappy about your current healthcare or treatment of that of a loved one? If you are then it may be more
More informationThe NHS complaints procedure (England only) August 2009
The NHS complaints procedure (England only) August 2009 Introduction This document has been produce to provide LMCs, practices and GPs with guidance on the requirements of the NHS complaints system, including
More informationGUIDANCE FOR RESPONDING TO COMPLAINTS. Director of Nursing and Quality. Patient Experience and Customer Services Manager
REFERENCE NUMBER: IN-007 GUIDANCE FOR RESPONDING TO COMPLAINTS AREA: NAME OF RESPONSIBLE COMMITTEE / INDIVIDUAL NAME OF ORIGINATOR / AUTHOR Trust Wide Director of Nursing and Quality Patient Experience
More informationConcern / Complaints Flowchart
Concern / Complaints Flowchart INFORMAL CONCERN (usually verbal) A concern can be made to any member of staff or the Patient Advice and Liaison Service Staff/PALS will try to resolve the issue within 1
More informationDATA PROTECTION CORPORATE POLICY
DATA PROTECTION CORPORATE POLICY Information Management V1.1 03 July 2012 Not protectively marked This policy must be complied with fully by all Members, Officers Agents and Contractors of Plymouth City
More informationGOVERNMENT PROPOSALS FOR REFORM OF LEGAL CLAIMS AGAINST THE NHS A BRIEFING FROM THE ASSOCIATION OF PERSONAL INJURY LAWYERS (APIL)
Association of Personal Injury Lawyers GOVERNMENT PROPOSALS FOR REFORM OF LEGAL CLAIMS AGAINST THE NHS A BRIEFING FROM THE ASSOCIATION OF PERSONAL INJURY LAWYERS (APIL) CONTENTS Introduction 3 5 ways for
More informationHow To Manage Claims At The Trust
GWASANAETHAU AMBIWLANS CYMRU YMDDIRIEDOLAETH GIG WELSH AMBULANCE SERVICES NHS TRUST CLAIMS MANAGEMENT POLICY Clinical Negligence, Personal Injury, Losses and Compensation Claims Approved by Date Review
More informationPRINCIPLES: The following principles underpin the feedback management system and will be reflected in feedback management procedures at all levels:
Approved by: of Directors Effective Date: May 7, 2013 No. B-22 Issued by: Administration Review Date: May 7, 2013 Department(s) All Version: 2 Archived: Y POLICY: The of Directors recognizes that patient
More informationA Guide to NHS Complaints
A Guide to NHS Complaints An essential guide to NHS complaints Despite recent press reports of NHS failings, cover-ups and scandal, it remains fair to say that in the majority of cases patients have a
More informationCOMPLAINTS POLICY. Version: 1.0. Ratified by. Trust Quality & Performance Committee. Date ratified: 22 August 2013.
COMPLAINTS POLICY Version: 1.0 Ratified by Trust Quality & Performance Committee Date ratified: 22 August 2013 Name of author: Melanie Coombes, Director of Nursing Name of responsible Director of Nursing
More informationHOW TO MAKE A COMPLAINT
HOW TO MAKE A COMPLAINT Issue Date: November 2014 Review Date: January 2016 Authors: Patient Relations Department, North Cumbria University Hospitals NHS Trust SFT-NCA8299: 10/14 REV 1 If it matters to
More informationComplaints Annual Report 2011/2012
Complaints Annual Report 2011/2012 This report incorporates complaints handling for Basingstoke and North Hampshire NHS Foundation Trust and Winchester and Eastleigh Healthcare Trust for the period 1 April
More informationMaking Experiences Count Procedure
Making Experiences Count Procedure When a mistake happens, it is important to acknowledge it, put things right quickly and learn from the experience. Listening, Responding, Improving A guide to better
More informationNHS Dorset Clinical Commissioning Group Being Open Policy (Duty of Candour)
NHS Dorset Clinical Commissioning Group Being Open Policy (Duty of Candour) Supporting people in Dorset to lead healthier lives N:\Quality & Professional Practice\Department\PATIENT SAFETY\Policies and
More informationComplaints Policy and Procedure. Contents. Title: Number: Version: 1.0
Title: Complaints Policy and Procedure Number: Version: 1.0 Contents 1 Purpose and scope... 2 2 Responsibilities... 2 3 Policy Statement: Aims and Objectives... 4 4 Definition of a complaint... 4 5 Procedure...
More informationPOLICY FOR THE MANAGEMENT OF COMPLAINTS
UNIVERSITY HOSPITALS OF LEICESTER NHS TRUST POLICY FOR THE MANAGEMENT OF COMPLAINTS APPROVED BY: POLICY & GUIDELINES COMMITTEE TRUST REF: A10/2002 MOST RECENT REVIEW: NOVEMBER 2008 ORIGINATOR: SENIOR SAFETY
More informationCARE QUALITY COMMISSION -ESSENTIAL STANDARDS OF QUALITY AND SAFETY
CARE QUALITY COMMISSION -ESSENTIAL STANDARDS OF QUALITY AND SAFETY Outcome 17- Regulation 19 Complaints Self Assessment of Compliance August 2010 CQC 17A 17A(1) Evidence of compliance / People who use
More informationComplaints, Comments & Compliments Policy
Complaints, Comments & Compliments Policy 1. INTRODUCTION We welcome our customers views and will use them to improve our services. The purpose of this policy is to provide a framework for dealing with
More informationInformation Governance Policy
Information Governance Policy 1 Introduction Healthwatch Rutland (HWR) needs to collect and use certain types of information about the Data Subjects who come into contact with it in order to carry on its
More informationGuide to to good handling of complaints for CCGs. CCGs. May 2013. April 2013 1
Guide to to good handling of complaints for CCGs CCGs May 2013 April 2013 1 NHS England INFORMATION READER BOX Directorate Commissioning Development Publications Gateway Reference: 00087 Document Purpose
More informationPolicy on the Effective Handling of Complaints and Concerns (including the Procedural Guidance for Staff on Handling Complaints and Concerns
Policy on the Effective Handling of Complaints and Concerns (including the Procedural Guidance for Staff on Handling Complaints and Concerns Version Number: V10.1 Name of originator/author: Head of PALS,
More informationThe Abington Medical Centre The Abington Health Complex 51a Beech Avenue Northampton NN3 2JG PRACTICE COMPLAINTS PROCEDURE
The Abington Medical Centre The Abington Health Complex 51a Beech Avenue Northampton NN3 2JG PRACTICE COMPLAINTS PROCEDURE Patient Information Leaflet If you have a complaint or concern about the service
More informationImproving the Performance of Doctors. Complaints Investigations and Remediation
Improving the Performance of Doctors Complaints Investigations and Remediation SHARING INFORMATION WITH PATIENTS AND CARERS HAPIA GOOD PRACTICE GUIDE 2014 HEALTHWATCH AND PUBLIC INVOLVEMENT ASSOCIATION
More informationCOMPLAINTS, CONCERNS, COMMENTS & COMPLIMENTS POLICY AND PROCEDURE
COMPLAINTS, CONCERNS, COMMENTS & COMPLIMENTS POLICY AND PROCEDURE Version: Approved by: Date approved: Date ratified by Governing Body: Name of originator/author: Name of responsible committee/individual:
More informationComplaints, Comments and Appreciations
FOLD HERE No Stamp Required Freepost RLUJ-RKYT-AZGH Gillian Summers Complaints Officer North East Ambulance Service NHS Foundation Trust Bernicia House Goldcrest Way Newburn Riverside Newcastle upon Tyne
More informationComplaints Policy. Controlled Document Number: Version Number: 6 Controlled Document Sponsor: Controlled Document Lead: Approved By:
Complaints Policy CONTROLLED DOCUMENT CATEGORY: CLASSIFICATION: PURPOSE Controlled Document Number: Version Number: 6 Controlled Document Sponsor: Controlled Document Lead: Approved By: Policy Governance
More informationCompliments and Complaints Policy and Procedure. September 2014
Compliments and Complaints Policy and Procedure September 2014 The current version of all policies can be accessed at the NHS Sheffield CCG Intranet site http://www.intranet.sheffieldccg.nhs.uk/ VERSION
More informationNHS CHOICES COMPLAINTS POLICY
NHS CHOICES COMPLAINTS POLICY 1 TABLE OF CONTENTS: INTRODUCTION... 5 DEFINITIONS... 5 Complaint... 5 Concerns and enquiries (Incidents)... 5 Unreasonable or Persistent Complainant... 5 APPLICATIONS...
More informationNHS REDRESS ACT 2006
INTRODUCTION These notes refer to the NHS Redress Act 2006 (c. 44) NHS REDRESS ACT 2006 EXPLANATORY NOTES 1. These explanatory notes relate to the NHS Redress Act 2006, which received Royal Assent on 8th
More informationComplaint Letter Guide
15151 Who do I complain to? Leeds Independent Health Complaints Advocacy If you want to complain about your hospital, ambulance service or most community healthcare contact the Chief Executive of the NHS
More informationComplaints Framework 2014/15
Complaints Framework 2014/15 NHS Greater Huddersfield CCG Complaints Framework 2014-15 v1.0 July 2014 1 Version: 1.0 Responsible Committee: Quality And Safety Committee Date approved: 23 July 2014 Name
More informationCOMPLIMENTS, CONCERNS AND COMPLAINTS POLICY. Compliments, Concerns and Complaints
COMPLIMENTS, CONCERNS AND COMPLAINTS POLICY Document information Document type: Document reference: Document title: Policy Compliments, Concerns and Complaints Policy Document operational date: 1 st February
More informationPatient Information Whose information is it anyway? Your health records
Patient Information Whose information is it anyway? Your health records Derriford Hospital Derriford Road Plymouth PL6 8DH Tel: 0845 155 8155 www.plymouthhospitals.nhs.uk Your health record We ask you
More informationComplaints that are not required to be considered under the arrangements
Under the provisions of the National Health Service (Pharmaceutical Services) Regulations 2005 pharmacy contractors are required to have in place arrangements, for the handling and consideration of complaints
More informationThe Code. Professional standards of practice and behaviour for nurses and midwives
The Code Professional standards of practice and behaviour for nurses and midwives Introduction The Code contains the professional standards that registered nurses and midwives must uphold. UK nurses and
More informationDOCUMENT CONTROL PAGE. Summary of amendments: See Summary of Amendments Page 2
DOCUMENT CONTROL PAGE Title: Complaints, Concerns and Compliments Policy Version: Draft 0.11 January 2016 Reference Number: Supersedes: Version 5.1 Interim Complaints Policy Date: January 2016 Notified
More informationHELP WITH MAKING YOUR NHS COMPLAINT
HELP WITH MAKING YOUR NHS COMPLAINT Contents Introduction 03 What is covered by the NHS Complaints Process? 04 Who can complain? 04 What can I get from my complaint? 05 Accessing health records 05 The
More informationClinical 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 informationThe Performance Review Standards
The Performance Review Standards Standards of Good Regulation June 2010 The Professional Standards Authority The Professional Standards Authority for Health and Social Care is the new name for the Council
More informationIncident reporting policy National Chlamydia Screening Programme
Incident reporting policy National Chlamydia Screening Programme Date of publication: November 2014 Date for review: November 2016 About Public Health England Public Health England exists to protect and
More informationThe NHS complaints procedure (England only): guidance for primary care
The NHS complaints procedure (England only): guidance for primary care August 2015 Introduction This document provides LMCs (local medical committees), practices and GPs with guidance on the requirements
More informationCompliments, Enquiries and Concerns
Compliments, Enquiries and Concerns Pleased? Tell us about it Enquiry? Let us help you Unhappy? Let s resolve it together PALS: We are here to help you As a patient, or as a carer for someone who attends
More informationCOMPLAINTS PROCEDURE
COMPLAINTS PROCEDURE AUGUST 2004 Revised July 1996 Revised March 1997 Revised November 1997 Revised May 1998 Revised November 1998 Revised July 1999 Revised May 2002 Revised March 2004 Revised June 2004
More informationCCG CO02 Complaints Policy and Procedure
Corporate CCG CO02 Complaints Policy and Procedure Version Number Date Issued Review Date V3: 16/01/2016 01/12/2016 Prepared By: Senior Clinical Quality Officer, NECS Complaints Team. Consultation Process:
More informationChanges throughout in relation to processes
Policy and Procedure for the Management of Complaints State whether the document is: State Document Type: Trust wide Business Group Local Policy Standard Operating Procedure Guideline Protocol APPROVAL
More informationSuffering in silence
October 2014 A Healthwatch England Report Suffering in silence Listening to consumer experiences of the health and social care complaints system In order to use complaints to drive improvements, we must
More informationSOUTH CENTRAL AMBULANCE SERVICE NHS FOUNDATION TRUST. CORPORATE POLICY AND PROCEDURE (CPP No. 14) CLAIMS MANAGEMENT
SOUTH CENTRAL AMBULANCE SERVICE NHS FOUNDATION TRUST CORPORATE POLICY AND PROCEDURE (CPP No. 14) CLAIMS MANAGEMENT DOCUMENT INFORMATION Authors: Legal Claims Manager and Assistant Director of Quality This
More informationNHS Greater Glasgow & Clyde. Renfrewshire Community Health Partnership
NHS Greater Glasgow & Clyde Renfrewshire Community Health Partnership NHS Complaints System Operational Procedure The content of forms in the Appendices has changed. The attached copies must be used from
More informationCarolyn McConnell, Head of Patient Experience Tel: (0151) 529 5530 Email: carolyn.mcconnell@thewaltoncentre.nhs.uk. Document Type: POLICY Version 2.
Complaints Policy Author and Contact details: Responsible Director: Carolyn McConnell, Head of Tel: (0151) 529 5530 Email: carolyn.mcconnell@thewaltoncentre.nhs.uk Director of Strategy & Planning Approved
More informationMaking a complaint about the NHS in England
Making a complaint about the NHS in England The Health Service Ombudsman can carry out independent investigations into complaints made about poor treatment or service provided through the NHS. We are the
More informationPOLICY FOR THE REPORTING AND MANAGEMENT OF PATIENT COMPLAINTS
Item 9 POLICY FOR THE REPORTING AND MANAGEMENT OF PATIENT COMPLAINTS Authorship: Chief Operating Officer Approved date: 20 September 2012 Approved Governing Body Review Date: April 2013 Equality Impact
More informationPALS & Complaints Annual Report 2013 2014
PALS & Complaints Annual Report 2013 2014 This report provides a summary of patient complaints received in 2013/14. It includes details of numbers of complaints received during the year, performance in
More informationMaking a complaint in the independent healthcare sector. A guide for patients
Contents 1. Introduction pages 3 5 2. Local Resolution Stage One pages 6 8 3. Complaints Review Stage Two page 9 4. Independent External Adjudication Stage Three pages 10 11 2 The Patients Association
More informationEASTVILLE MEDICAL PRACTICE Complaints Procedure
EASTVILLE MEDICAL PRACTICE Complaints Procedure PATIENT INFORMATION LEAFLET COMPLAINTS PROCEDURE As a Practice we try to provide the best service possible for our patients. We recognise, however, that
More informationCO02: COMPLAINTS POLICY AND PROCEDURE
Policy Type Information Governance Corporate Standing Operating Procedure Human Resources X Policy Name CO02: COMPLAINTS POLICY AND PROCEDURE Status Committee approved by Final Governing Body Date Approved
More informationOpen Disclosure Workshop with Case Studies
APHA 33 rd National Congress Open Disclosure Workshop with Case Studies Presented by Dr Chris Beck, Prof Rick Iedema, Dr John Wakefield, and Shane Evans 25 March 2014 ME_112150592 A. Overview and Framework
More informationSix steps to successful complaint resolution
MEDICAL PROTECTION SOCIETY PROFESSIONAL SUPPORT AND EXPERT ADVICE MPS COMPLAINTS SERIES BOOK 3 Six steps to successful complaint resolution An MPS case study www.mps.org.uk Contents Case study page 3 Step
More informationProfessional Behaviour and Ethical Conduct. Code of Practice relating to:
Code of Practice relating to: Professional Behaviour and Ethical Conduct Promoting transparency and enhancing public confidence in the dental profession February 2012 Code of Practice relating to: Professional
More informationTRUST POLICY. Being Open Policy
TRUST POLICY Being Open Policy Author(s) Nicola Havutcu, Clinical Risk Manager (Interim) Diane Goodenough, Clinical Risk Manager Melanie Mavers, Head of Clinical Quality Version 2.0 Version Date February
More informationData 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 informationComments, Compliments and Complaints Policy. Document Title NTW(O)07. Reference Number. Medical Director. Lead Officer
Document Title Reference Number Comments, Compliments and Complaints Policy NTW(O)07 Lead Officer Medical Director Author(s) (name and designation) Ratified by Keeley Brickle Complaints and PALS Manager
More informationComplaints Annual Report 2013/14
Complaints Annual Report 2013/14 1. INTRODUCTION This is the complaints annual report for Hampshire Hospitals NHS Foundation Trust (HHFT) for the period 1 April 2013 to 31 March 2014. Hampshire Hospitals
More information