THE HILLINGDON HOSPITALS NHS FOUNDATION TRUST. Bev Hall, Deputy Director of Nursing. Experience & Nursing

Save this PDF as:
Size: px
Start display at page:

Download "THE HILLINGDON HOSPITALS NHS FOUNDATION TRUST. Bev Hall, Deputy Director of Nursing. Experience & Nursing"

Transcription

1 ITEM 11 Board Meeting in Public 26 th June 2013 THE HILLINGDON HOSPITALS NHS FOUNDATION TRUST REPORT TO: REPORT FROM: REPORT SPONSORED BY: Trust Board Bev Hall, Deputy Director of Nursing Theresa Murphy, Executive Director of Patient Experience & Nursing DATE: 26 th June 2013 SUBJECT: Putting People First Report Trust Strategic Priority: To create a patient centred organisation to deliver improvements in patient experience and the quality of care we provide Summary: The attached monthly report to the Board outlines a number of engagement and experience activities that have taken place over the preceding month and that demonstrate the Trust s commitment to Putting People First. Board Action Required: The Board is asked to review and comment on the report. Equality Impact Assessment: There is no negative impact on equality arising from this report. 1

2 1. Unannounced ward visit Putting People First Report Objective: To provide assurance on the quality of care at ward level As part of the Women and Children's Division's drive to monitor quality and the patient experience the Assistant Director of Operations (ADO) Melissa Mellett visited Peter Pan ward on 9 th May 2013 to undertake an observation of care. This is an activity she plans to undertake on all her clinical areas on a monthly basis and is in addition to the Trust monthly observation of care assessments. Melissa was on the ward for two hours during this time both she and the Matron Chris Mann spent time talking to families about their experience, attended the paediatric ward round, spoke to staff at all levels about the care they were providing and Trust initiative such as the Friends and Family test which had started on Peter Pan only a few days earlier. Although staff were initially suspicious about a senior manager being on the ward they soon relaxed. The feedback during the observation from staff and visitors was very positive with patients feeling they were listened to and that their opinions mattered and staff feeling supported that their senior manager had taken the time to observe the care they were providing and discuss the challenges they had to face. For the matron this was valuable protected time out from an often hectic workload to observe and take a step back and look at the clinical area from the patients perspective. Following and during the observation, issues were identified and an action plan was developed and implemented. 2. Staff Experience and Engagement Objective: To demonstrate the Trust commitment to staff engagement and leadership development. The priorities of our Putting People First (PPF) work programme are being reviewed in line with the objectives of the Experience and Engagement Strategy (EEG) and the People and Development Strategic Aims contained within the Workforce and Organisational Development Strategy. We want to embed our CARES values into all operational and corporate processes identified within our priorities. It will be the golden thread in transforming our culture to one that values our patients through a workforce that feels valued and engaged. Outcomes from the Staff Survey 2012 will feed into these priorities following their approval at the Board earlier this year. We are also doing a piece of work to update the EEG strategy so that it is more reflective of our objective to engage our staff more actively. The PPF priorities have been mapped to five key factors that have been identified as essential to achieving excellent staff engagement as researched by NHS Employers. These will be used as the workstreams for the PPF programme of work: Delivering great management and leadership Enabling involvement in decision making 2

3 Supporting personal development and training Ensuring every role counts Promoting a healthy and safe work environment. The NHS Employers research highlights the following organisational benefits to engaging staff: Better patient outcomes (higher scores for patient satisfaction and lower for standardised hospital mortality rates) Better staff experiences (significantly higher scores for staff health and wellbeing and lower for staff absenteeism) Better overall performance (higher scores for performance as measured by the Care Quality Commission (CQC)) Better financial performance (increased financial efficiencies as a result of a number of factors). In collaboration with key stakeholders measures for improvement in these areas will be identified ensuring better correlation between patient and staff experience. It is proposed that this programme of work is monitored through the Experience & Engagement Group. A key workstream for our PPF Steering Group Priorities is Delivering Great Management and Leadership. The Trust s Leadership Strategy sets out our plan for the coming years in how this will be developed. An important focus for the Trust is ward development. Delivering Great Management and Leadership: Advance Ward Leadership Programme The Ward Leadership programme was received very positively by the first cohort who completed the programme in July The programme focussed on looking at self motivation and how to change personal behaviours, as well as ways in which managers can get the best from their teams even in tough times by maximising the personal leadership contribution made by individuals. Naturally it was essential that delegates could put the things they have been taught into practice in order to improve their leadership skills. In order for their transition to take place successfully the Line Managers needed to know what the programme covered in order to be a catalyst for change. The second cohort attended the programme in the months of November 2012, March and April Again feedback from this group has been very positive; some quotes from participants are included below. Excellent course relevant to all band 7 s. Great to network and meet other band 7 s given me more confidence to address difficult issues given me food for thought Thank you enthusiastic delivery from a knowledgeable trainer has left me inspired and changed me for the better. I hope to improve with more practice and feel energised to do so 3

4 Thoroughly enjoyed the course, I think I have become a much more positive person and now tend to push negative attitude from others to one side.. As part of the evaluation the participants were also asked to share three points that they will implement Being the best version of myself as often as possible. Ensuring your team are aware how much you approach them. Positive approach to the start of the day Continues self-building motivation. Get to know my team on a personal level. Do hard talk without emotions Create a positive working environment. Create and maintain local standards for my area. Build on relationships with my team. Advance Line Manager s Integration Session To maximise the transfer of learning into the workplace and to encourage support to senior sisters, a Line Managers Integration Session was provided to Line Managers of delegates in cohort one. It gave an overview of the material the Leadership Programme covered. It highlighted what Line Managers may need to do in order to assist and enhance the changes required from those attending the Programme. It also showed the links between the Leadership Programme and the NHS Leadership Framework. Line managers who attended the programme found that it was very beneficial as it provided the opportunity for self reflection as well as giving an insight into what their senior sister had learned. Action Learning Sets All delegates from both cohorts are currently part of a learning set which provides an opportunity for some structured collaboration in problem solving through networking with their peers. This encourages delegates to describe their own challenge or problem, and the groups shared experiences and then communally reflecting together to learn and to resolve the issue as a group. 3. Complaints Objective: To provide a summary of the first of three reports produced by the Parliamentary & Health Service Ombudsman (PHSO) regarding complaint handling in the NHS. These reports will feed into the Anne Clwyd and Tricia Hart review of the NHS Hospital Complaints system Whilst the NHS provides a great service for most people most of the time, there are occasions when things go wrong. When this happens, how the organisation and 4

5 people working within it seek to deal with this is likely to impact on whether the confidence and trust in the service has been restored. The Francis Report on the inquiry into the failings in Mid Staffordshire hospitals uncovered shocking standards of care and management, it also highlighted serious failures in the complaints system. In April 2013, the Parliamentary and Health Service Ombudsman (PHSO) published a report; NHS Hospital Complaints - A Case for Urgent Treatment 1. This report brings together lessons learnt from the thousands of cases that were brought to the Ombudsman over the past five years from individuals who are unhappy with how the NHS has managed their complaint. The report sets out what is wrong with the current system, highlighting: Failures in access and procedure: making it easier to complain Failures in communication and responsiveness: making sure that patients are told what is happening Failures in leadership and learning: making sure that hospital boards learn from their mistakes. Five broad areas for improvement are identified in the conclusion of the report. These are: governance, records, accountability, standards and practice. The Trust has already embarked on a review of its complaints service; the areas of improvement that have been identified in this report will support the initial diagnostic phase. Being customer focused, being open and accountable, acting fairly and proportionately, seeking continuous improvement and putting things right are the key principles that the PHSO has set out in their Principles of Good Complaint Handling. These are the principles that will underpin the Trust s refreshed approach to complaints handling following the review. 4. National Volunteers Week Tea Party Objective: To demonstrate the important role of volunteers in assisting staff to deliver high-quality patient care. A morning tea party was held in the Education Centre at Hillingdon Hospital on the 4 th June to celebrate National Volunteers Week and to recognise the hard work and commitment from the dedicated team of volunteers that we have in the hospital. Shane DeGaris, Chief Executive, welcomed the opportunity to spend some time talking to our volunteers, thanking them for their time and continued support whilst sharing a piece of cake and a cup of tea with them. 1 data/assets/pdf_file/0018/20682/the-nhs-hospital-complaintssystem.-a-case-for-urgent-treatment-report_final.pdf 5

6 The volunteers were also very pleased to be joined by the recently elected Mayor and Mayoress of Hillingdon who were interested in finding out about the various volunteering opportunities in the hospital and they clearly enjoyed getting to know some of Hillingdon Hospital s much valued volunteers. 5. Engaging with the local Hindu/Jain community Objective: To increase awareness of diabetes and treatment to a section of the community who have a high rate of diabetes. Objective: To recruit Foundation Trust members and improve representation. On Friday 14 th June, Dr Mark Edwards, Consultant Physician and Catherine Holly, Head of Patient and Public Engagement, attended the local Navnat Community Centre in Hayes. Dr Edwards presented to over 100 people about diabetes, explaining the difference between type 1 and type 2 Diabetes and focusing on the importance of diet and exercise as means of controlling a person s blood sugar levels. The presentation was followed by one hour of questions covering a broad range of subjects. Many of the audience were patients attending Hillingdon Hospital and so appreciated the opportunity to speak with Dr Edwards after the session. The organiser of the Navnat community has invited the Trust to return to the Navnat Community Centre to present on a regular basis. 6. Governor / Member Engagement at local community events Objective: To enable Public Governors to engage with members at local events. On Saturday 4 th May John Coleman, John Davies, Mary O Connor, Neil Fyfe and Roger Shipton joined Catherine Holly and Jeanette Kadkhoda at the West Drayton May Day Fair to recruit and engage with members of the community. Although membership leaflets were distributed on the day, the Governors felt that there should be a clinical presence at future events to encourage members of the public to visit the Trust marquee. This event was followed five weeks later with the Carnival in the Park event held on Saturday 8 th June at the Yiewsley Recreation Ground. On this occasion, John Coleman and Catherine Holly were joined by Staff Governor Amanda O Brien and Matron Margaret Southcote-Want. The Trust took a hand hygiene machine to the event offering local people the opportunity to check their hand hygiene. The community enjoyed the hand gels available and also had opportunity to see a drawing of the new A&E department. 40 members were recruited at the Carnival in the Park with many more taking home membership leaflets. 7. Community Engagement Annual Carers Fair 2013 Objective: To seek the views of carers using Trust services. Objective: To recruit carers as public members of the Foundation Trust. Objective: To engage with statutory and voluntary organisations. Catherine Holly, Head of Patient and Public Engagement joined other statutory and voluntary organisations at the Annual Carers Fair, held in the Uxbridge Pavilion on Tuesday 11 th June. The event was well attended and some carers used the 6

7 opportunity to provide feedback of their experience at Hillingdon and Mount Vernon Hospitals. This annual event provides the Trust with opportunity to share information about Trust developments with carers. Patient Information and membership leaflets were available at the event. 7

Report to: Public Trust Board Agenda item: 11 Date of Meeting: 18 December 2013

Report to: Public Trust Board Agenda item: 11 Date of Meeting: 18 December 2013 Report to: Public Trust Board Agenda item: 11 Date of Meeting: 18 December 2013 Title of Report: Status: Board Sponsor: Authors: Appendices Complaints Report For Approval Helen Blanchard, Director of Nursing

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

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

NHS Complaints Handling: Briefing Note. The standard NHS complaints procedure can be used for most complaints about NHS services.

NHS 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 information

Getting it Right: Lessons from the Ombudsman Service

Getting it Right: Lessons from the Ombudsman Service Getting it Right: Lessons from the Ombudsman Service Craig Turton, Interim Senior Health Policy Manager Complaints handling, investigating, resolving and learning conference 1 st October 2013 The Parliamentary

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

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

NHS Governance of Complaints Handling

NHS Governance of Complaints Handling NHS Governance of Complaints Handling Prepared for the Parliamentary and Health Service Ombudsman By IFF Research UNDER EMBARGO UNTIL WEDNESDAY 5 JUNE 00:01 Contact details Mark Speed, Angus Tindle and

More information

Culture Change in the NHS. Applying the Lessons of the Francis Inquiries. Chris Bostock, NHS Complaints Policy Lead, DH February 2015

Culture Change in the NHS. Applying the Lessons of the Francis Inquiries. Chris Bostock, NHS Complaints Policy Lead, DH February 2015 Culture Change in the NHS Applying the Lessons of the Francis Inquiries Chris Bostock, NHS Complaints Policy Lead, DH February 2015 1 Well-documented issues Health Select Committee report 2011 Robert Francis

More information

Complaints Annual Report 2013/14

Complaints 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

NHS England Complaints Policy

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 information

Annual Complaints Report 2013-14. Patient Partnership Department

Annual Complaints Report 2013-14. Patient Partnership Department Annual Complaints Report 2013-14 Patient Partnership Department Contents 1 Introduction 4 2 Definitions 6 3 Activity and Performance 8 4 Listening, Learning, Reviewing, Improving 18 5 Priorities for 20-14/15

More information

Patient Complaints Annual Report 2012 2013

Patient Complaints Annual Report 2012 2013 Patient Complaints Annual Report 2012 2013 Executive Summary This report provides a summary of patient complaints received in 2012/13. It includes details of numbers of complaints received during the year,

More information

HOW TO MAKE A COMPLAINT

HOW 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 information

PALS & Complaints Annual Report 2013 2014

PALS & 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 information

Complaints Annual Report 2011/2012

Complaints 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 information

HEALTHWATCH AND NHS COMPLAINTS ADVOCACY AN UPDATE ON THE IMPLEMENTATION OF SERVICES IN BEXLEY

HEALTHWATCH AND NHS COMPLAINTS ADVOCACY AN UPDATE ON THE IMPLEMENTATION OF SERVICES IN BEXLEY HEALTH OVERVIEW AND SCRUTINY COMMITTEE 7 APRIL 2014 HEALTHWATCH AND NHS COMPLAINTS ADVOCACY AN UPDATE ON THE IMPLEMENTATION OF SERVICES IN BEXLEY 1. INTRODUCTION The Health & Social Care Act 2012 transferred

More information

Complaints Project FINAL REPORT THE PATIENTS ASSOCIATION. in collaboration with ROYAL FREE LONDON NHS FOUNDATION TRUST

Complaints Project FINAL REPORT THE PATIENTS ASSOCIATION. in collaboration with ROYAL FREE LONDON NHS FOUNDATION TRUST Complaints Project FINAL REPORT THE PATIENTS ASSOCIATION in collaboration with ROYAL FREE LONDON NHS FOUNDATION TRUST Authors: Jane Stephenson, Celia Turnbull, Project Managers The Patients Association

More information

Executive Summary. reputation as a place of choice for patients and other service users.

Executive Summary. reputation as a place of choice for patients and other service users. 5 YEAR NURSING STRATEGY 2012-2017 1 Executive Summary The Walton Centre NHS Foundation Trust is the only specialist trust dedicated to providing neurosciences treatment care, and we pride ourselves on

More information

Complaint and Concern handling and learning

Complaint and Concern handling and learning TAUNTON & SOMERSET NHS FOUNDATION TRUST Complaint and Concern handling and learning Report to: Trust Board on 25 September 2013 Purpose of the Report: (Please type in Bold) This report sets out how the

More information

Complaints Policy. Complaints Policy. Page 1

Complaints 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 information

Communication and Engagement Strategy 2014 2017. Final Version 30 th June 2014

Communication and Engagement Strategy 2014 2017. Final Version 30 th June 2014 Communication and Engagement Strategy 2014 2017 Final Version 30 th June 2014 Contents Introduction 4 Strategic Objectives and Role of Communications 6 Communications now and by 2017 7 Communications and

More information

CENTRAL MANCHESTER UNIVERSITY HOSPITALS NHS FOUNDATION TRUST

CENTRAL MANCHESTER UNIVERSITY HOSPITALS NHS FOUNDATION TRUST Report of: CENTRAL MANCHESTER UNIVERSITY HOSPITALS NHS FOUNDATION TRUST Paper prepared by: Date of paper: June 2012 Director of Patient Services/Chief Nurse Deputy Director of Nursing (Quality) Subject:

More information

Care service inspection report

Care service inspection report Care service inspection report Full inspection Shared Lives Service - Perth & Kinross Adult Placement Service Suite 2 South Inch Business Centre Shore Road Perth Inspection completed on 16 May 2016 Service

More information

Damers First School Teaching & Learning Policy

Damers First School Teaching & Learning Policy Damers First School Teaching & Learning Policy DAMERS FIRST SCHOOL HAPPY CHILDREN & HIGH QUALITY OHANA! In our family NO ONE GETS LEFT BEHIND Because we believe CHILDREN ARE OUR FUTURE. TEACH THEM WELL

More information

We are happy to discuss your concerns and are always ready to listen to your comments and views on the care we provide.

We 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 information

Southport & Ormskirk Hospital providing safe, clean and friendly care NHS Trust

Southport & Ormskirk Hospital providing safe, clean and friendly care NHS Trust Southport & Ormskirk Hospital providing safe, clean and friendly care NHS Trust Complaints Report April 9 March Trustwide Formal Complaints 3 5 15 5 /9 9/ Cumulative /9 Cumulative 9/ 3 5 15 5 During 9-,

More information

Helping more people by investigating more complaints about the NHS. September 2013

Helping more people by investigating more complaints about the NHS. September 2013 Helping more people by investigating more complaints about the NHS September 2013 Helping more people by investigating more NHS complaints In 2012-13 We resolved 15,944 enquiries about the NHS 12,175 3,770

More information

Delivering High Quality Compassionate Care

Delivering High Quality Compassionate Care Strategy 2015-17 Nursing Delivering High Quality Compassionate Care 1 Foreword Lincolnshire Partnership NHS Foundation Trust (LPFT) is the main provider of NHS mental health and wellbeing services in Lincolnshire,

More information

Warden Lodge Medical Practice. Patient Participation Annual Report 2014/2015

Warden Lodge Medical Practice. Patient Participation Annual Report 2014/2015 Warden Lodge Medical Practice Patient Participation Annual Report 2014/2015 Surgery Hours Monday to Friday 8.00-6.30 01992 622324 We also offer extended surgery hours opening every other Saturday from

More information

POLICY FOR THE REPORTING AND MANAGEMENT OF PATIENT COMPLAINTS

POLICY 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 information

Middlesbrough Manager Competency Framework. Behaviours Business Skills Middlesbrough Manager

Middlesbrough Manager Competency Framework. Behaviours Business Skills Middlesbrough Manager Middlesbrough Manager Competency Framework + = Behaviours Business Skills Middlesbrough Manager Middlesbrough Manager Competency Framework Background Middlesbrough Council is going through significant

More information

The Parliamentary and Health Service Ombudsman

The Parliamentary and Health Service Ombudsman The Parliamentary and Health Service Ombudsman The Parliamentary and Health Service Ombudsman, (PHSO) for NHS Complaints or the Local Government Ombudsman (LGO) for Public Health complaints, are the second

More information

Leadership in Action Briefing Pack: Cohorts 15 & 16

Leadership in Action Briefing Pack: Cohorts 15 & 16 Leadership in Action Briefing Pack: Cohorts 15 & 16 Introduction 2 1 Context of leadership development at the University of York 3 2 Principles of the core leadership programmes 5 3 Methodology and principles

More information

Vernon Park Primary School. Teaching and Learning Policy

Vernon Park Primary School. Teaching and Learning Policy Vernon Park Primary School Teaching and Learning Policy The school s approach to teaching and learning is based upon the school vision: At Vernon Park Primary School we aim to provide all children, parents,

More information

Complaints Policy. Controlled Document Number: Version Number: 6 Controlled Document Sponsor: Controlled Document Lead: Approved By:

Complaints 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 information

Principles of Good Complaint Handling

Principles 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 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

Patient Advice and Liaison Service (PALS)

Patient Advice and Liaison Service (PALS) Patient information leaflet Royal Surrey County Hospital NHS Foundation Trust Patient Advice and Liaison Service (PALS) Formal complaints PALS What does this leaflet cover? How to make a formal complaint.

More information

A Review of Complaints Handling

A Review of Complaints Handling A Review of Complaints Handling December 2015 2 Cumbria Complaints Report 2015 Contents Executive Summary 4 Introduction 6 The Process 8 1. Analysis of literature and data 8 2. Presentations 9 3. Speaking

More information

Health Education England National VBR programme Project 1: Recruitment into NHS funded education programmes Project 2: Recruitment into NHS Employment NHS Employers VBR team Main VBR project (Workshops,

More information

What does the NHS Constitution mean for me? Can I get involved in decisions about my care?

What does the NHS Constitution mean for me? Can I get involved in decisions about my care? What does the NHS Constitution mean for me? Can I get involved in decisions about my care? Why do we need an NHS Constitution? The NHS belongs to all of us The NHS is there for us from the moment we re

More information

NMC response to the Francis report July 2013 Page 1 of 42

NMC response to the Francis report July 2013 Page 1 of 42 NMC response to the Francis report July 2013 Page 1 of 42 Contents Foreword from Mark Addison and Jackie Smith...3 Our role and purpose...5 Introduction...5 What we have done since the first Francis Independent

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

Complaints Annual Report

Complaints Annual Report Complaints Annual Report 1 st April 31 st March 2011 Date: May 2011 Prepared by: Martin Emery, Head of Patient Experience Sue Hardy, Director of Nursing 1 1. Introduction This report provides information

More information

Manage our corporate governance practices effectively and efficiently ensuring Country Care service and supports are person centred

Manage our corporate governance practices effectively and efficiently ensuring Country Care service and supports are person centred Introduction Country Care s Customer Service Charter represents our vision and values and sets out what our service users can expect from Country Care when they select us to provide their service. Country

More information

Big Chat 4. Strategy into action. NHS Southport and Formby CCG

Big Chat 4. Strategy into action. NHS Southport and Formby CCG Big Chat 4 Strategy into action NHS Southport and Formby CCG Royal Clifton Hotel, Southport, 19 November 2014 Contents What is the Big Chat? 3 About Big Chat 4 4 How the event worked 4 Presentations 5

More information

SHEFFIELD TEACHING HOSPITALS NHS FOUNDATION TRUST EXECUTIVE SUMMARY REPORT TO THE HEALTHCARE GOVERNANCE COMMITTEE HELD ON 16 MAY 2011

SHEFFIELD TEACHING HOSPITALS NHS FOUNDATION TRUST EXECUTIVE SUMMARY REPORT TO THE HEALTHCARE GOVERNANCE COMMITTEE HELD ON 16 MAY 2011 SHEFFIELD TEACHING HOSPITALS NHS FOUNDATION TRUST E3 EXECUTIVE SUMMARY REPORT TO THE HEALTHCARE GOVERNANCE COMMITTEE HELD ON 16 MAY 2011 Subject Supporting TEG Member Author Status 1 Report on Customer

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

Rotherham, Doncaster and South Humber NHS Foundation Trust Great Oaks

Rotherham, Doncaster and South Humber NHS Foundation Trust Great Oaks Review of compliance Rotherham, Doncaster and South Humber NHS Foundation Trust Great Oaks Region: Location address: Type of service: Yorkshire & Humberside Ashby High Street Scunthorpe Lincolnshire DN16

More information

Compliments, comments concerns and complaints

Compliments, comments concerns and complaints Compliments, comments concerns and complaints Introduction At Gateshead Health NHS Foundation Trust we work hard to deliver a first-class comprehensive health care service. We value the opinions of patients

More information

Community & Events Fundraising Manager. 35 (out of hours work is likely to be required)

Community & Events Fundraising Manager. 35 (out of hours work is likely to be required) JOB DESCRIPTION Job Title: Reporting to: Location: Travelling Requirements: Transportation Requirements: Contracted Hours: Referencing Requirements: Registration Requirements: Community & Events Fundraising

More information

DH Review of NHS Complaint Handling Submission by the Foundation Trust Network (FTN)

DH Review of NHS Complaint Handling Submission by the Foundation Trust Network (FTN) DH Review of NHS Complaint Handling Submission by the Foundation Trust Network (FTN) 1. Introduction 1.1 The Foundation Trust Network (FTN) is the membership organisation for the NHS acute hospitals and

More information

Complaints Policy. Version: 1. Approved by group/committee and Date: Quality and Governance Committee September 2014

Complaints Policy. Version: 1. Approved by group/committee and Date: Quality and Governance Committee September 2014 Complaints Policy Version: 1 Status: Title of originator/author: Name of responsible director: Approved by group/committee and Date: Effective date of issue: (1 month after approval date) Approved Senior

More information

Suffering in silence

Suffering 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 information

NHS complaints procedure An overview

NHS complaints procedure An overview 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 information

Support Pack for Tutors

Support Pack for Tutors Support Pack for Tutors Health as a Topic for Adult Literacy Programmes Self Management Programme Long Term Conditions Unit Scottish Government St Andrews House, Regent Road Edinburgh EH1 3DG CLAN Health

More information

Complaints and MP Enquiries Quarter 1 Report 2015/2016

Complaints and MP Enquiries Quarter 1 Report 2015/2016 Complaints and MP Enquiries Quarter 1 Report 2015/2016 Governing Body meeting 1 October 2015 Item 17m Author(s) Sarah Neil, Complaints Manager and Patient Experience Lead Sponsor Kevin Clifford, Chief

More information

Annual Complaints Report 2012/13

Annual Complaints Report 2012/13 Annual Complaints Report 2012/13 CENTRAL MANCHESTER UNIVERSITY HOSPITALS NHS FOUNDATION TRUST Report of: Paper prepared by: Director of Patient Services/Chief Nurse - Gill Heaton Director of Nursing (adults)

More information

Policies and Procedures. Policy on the Handling of Complaints

Policies 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 information

Request for feedback on the revised Code of Governance for NHS Foundation Trusts

Request for feedback on the revised Code of Governance for NHS Foundation Trusts Request for feedback on the revised Code of Governance for NHS Foundation Trusts Introduction 8 November 2013 One of Monitor s key objectives is to make sure that public providers are well led. To this

More information

FRANCIS INQUIRY: REPORT OF THE MID STAFFORDSHIRE NHS FOUNDATION TRUST PUBLIC INQUIRY AND ACTION PLAN

FRANCIS INQUIRY: REPORT OF THE MID STAFFORDSHIRE NHS FOUNDATION TRUST PUBLIC INQUIRY AND ACTION PLAN FRANCIS INQUIRY: REPORT OF THE MID STAFFORDSHIRE NHS FOUNDATION TRUST PUBLIC INQUIRY AND ACTION PLAN Approved by the Trust Board: 30 th September 2013 1. CONTEXT 1.1 The Mid Staffordshire NHS Foundation

More information

Central Services. Business Support Service JOB DESCRIPTION

Central Services. Business Support Service JOB DESCRIPTION Central Services Business Support Service JOB DESCRIPTION POST: GRADE: Grade: Band 12 RESPONSIBLE TO: A Head of Business Support STAFF MANAGED: Team Leaders. In some instance, a Business Support Manager

More information

My expectations. for raising concerns and complaints

My expectations. for raising concerns and complaints My expectations for raising concerns and complaints Contents Foreword 4 Acknowledgements 6 Summary 7 A user-led vision for raising concerns and complaints 8 Part 1: The vision 10 1. Why a vision is needed

More information

My expectations. for raising concerns and complaints

My expectations. for raising concerns and complaints My expectations for raising concerns and complaints Contents Foreword 4 Acknowledgements 6 Summary 7 A user-led vision for raising concerns and complaints 8 Part 1: The vision 10 1. Why a vision is needed

More information

customer experiences Delivering exceptional Customer Service Excellence

customer experiences Delivering exceptional Customer Service Excellence Delivering exceptional customer experiences Customer Service QA can work with you to create customer experiences that consistently reflect the aims, values and aspirations of your organisation. Every organisation

More information

The Royal Wolverhampton NHS Trust

The Royal Wolverhampton NHS Trust The Royal Wolverhampton NHS Trust Trust Board Report Meeting Date: 26 October Title: Executive Summary: An update on the review of NHS hospitals complaints system Putting Patient Back in the Picture -

More information

In addition we have a solid track record of working with other local Healthwatch organisations and with. Solutions.

In addition we have a solid track record of working with other local Healthwatch organisations and with. Solutions. Healthwatch Central West London in partnership with Patient and Public Involvement Solutions has developed a training course specifically to meet the CCG need to embed patient and public participation

More information

Compliments, Enquiries and Concerns

Compliments, 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 information

Appendix 1 sets out three scenario s of complaints handling illustrating good and poor practice.

Appendix 1 sets out three scenario s of complaints handling illustrating good and poor practice. Review of the NHS Complaints System SEAP s Submission 17 th June, 2013 Introduction Our position as the sole provider of NHS Complaints Advocacy across the South of England since 2006 has provided us with

More information

Principal Job Description

Principal Job Description Anfield School Anfield International Kindergarten Anfield International Kindergarten & Nursery Principal Job Description RESPONSIBLE TO: The School Board INTRODUCTION: This job description is based on

More information

Special Health Scrutiny Panel. Minutes. Friday, 21st April 2006

Special Health Scrutiny Panel. Minutes. Friday, 21st April 2006 STAFFORDSHIRE MOORLANDS DISTRICT COUNCIL Special Health Scrutiny Panel Minutes Friday, 21st April 2006 PRESENT: Councillor M. Ahmad (Chair) Councillors F.R. Alcock, B.T. Cowie, A.E. Hobson, H.W.G. Jebb,

More information

COMPLAINTS POLICY AND PROCEDURE TWC7

COMPLAINTS 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 information

Complaints & Compliments Annual Report 2014 2015

Complaints & Compliments Annual Report 2014 2015 Complaints & Compliments Annual Report 2014 2015 Introduction We are proud to publish the Compliments and Complaints Annual Report for 2014/2015. The Trust recognises that our patients and service users

More information

Derbyshire County Council Performance and Improvement Framework. January 2012

Derbyshire County Council Performance and Improvement Framework. January 2012 Derbyshire County Council Performance and Improvement Framework January 2012 Contents 1. Introduction 3 2. About the framework 4 3. Planning 7 5. Monitoring Performance 8 6. Challenge and Review 11 7.

More information

Designing good together:

Designing good together: Published August 2013 Designing good together: transforming hospital complaint handling Contents Foreword from the Ombudsman 4 Introduction and Methodology 6 Summary of Recommendations: Key themes 9 Recommendations

More information

Leicestershire Partnership Trust. Leadership Development Framework

Leicestershire Partnership Trust. Leadership Development Framework Leicestershire Partnership Trust Leadership Development Framework 1 Leadership Development Framework Introduction The NHS in England is facing a period of substantial change in light of the recent Government

More information

PURPOSE OF THE PAPER To provide the committee with an overview of the Director of Nursing portfolio during quarter 1 of 2015-2016

PURPOSE OF THE PAPER To provide the committee with an overview of the Director of Nursing portfolio during quarter 1 of 2015-2016 ENC 10 Meeting Date 30 th July 2015 Title of Paper Lead Director Author Director of Nursing Quarterly Report Kathryn Halford, Director of Nursing Kathryn Halford, Director of Nursing PURPOSE OF THE PAPER

More information

November 2014 March 2015

November 2014 March 2015 November 2014 March 2015 April 2015 1 Executive Summary & Acknowledgements Background Aims Objectives National context Local context - Trafford School Nurse Service Methodology Project Outline Firs Primary

More information

Human Resources. Values for Working Together and Professional Behaviours

Human Resources. Values for Working Together and Professional Behaviours Human Resources Values for Working Together and Professional Behaviours A message from the Vice-Chancellor The new Human Resources Strategy, Working Together: A Strategy for Success, in tandem with the

More information

Strengthening nursing leadership and the role of ward managers: The Francis recommendations

Strengthening nursing leadership and the role of ward managers: The Francis recommendations Strengthening nursing leadership and the role of ward managers: The Francis recommendations Howard Catton Head of Policy and International Mid Staffordshire: What went wrong? The decline in standards was

More information

North Ayrshire Council. Performance Management Strategy

North Ayrshire Council. Performance Management Strategy North Ayrshire Council Performance Management Strategy February 2015 Contents 1. Foreword... 3 2. Introduction... 3 3. What is performance management?... 4 3.1 Why is it important to North Ayrshire Council?...

More information

Care service inspection report

Care service inspection report Care service inspection report Full inspection 33 Malcolms Mount Care Home Service 33 Malcolms Mount Stonehaven Inspection completed on 02 June 2016 Service provided by: Inspire (Partnership Through Life)

More information

National Standards for Headteachers

National Standards for Headteachers Guidance Organisation & Management National Standards for Headteachers Staff Management Status: Information Date of issue: 10/2004 Ref: DfES/0083/2004 Contents Introduction 2 Shaping the Future 6 Leading

More information

Guide 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 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 information

Healthcare Quality Assurance and Improvement Committee Annual Report 2014/15

Healthcare Quality Assurance and Improvement Committee Annual Report 2014/15 Healthcare Quality Assurance and Improvement Committee Annual Report 2014/15 1. Introduction The Healthcare Quality Assurance and Improvement Committee is accountable to the Lanarkshire NHS Board and is

More information

Enter & View Report. Care Homes - Richmond House Care Home

Enter & View Report. Care Homes - Richmond House Care Home Enter & View Report Care Homes - Richmond House Care Home Service address: Richmond House, Richmond Road, Farsley, Leeds, LS28 5ST Service Provider: Leeds City Council Date and time: Monday 13th October

More information

Progress on the System Sustainability Programme. Submitted to: NHS West Norfolk CCG Governing Body, 31 July 2014

Progress on the System Sustainability Programme. Submitted to: NHS West Norfolk CCG Governing Body, 31 July 2014 Agenda Item: 9.1 Subject: Presented by: Progress on the System Sustainability Programme Dr Sue Crossman, Chief Officer Submitted to: NHS West Norfolk CCG Governing Body, 31 July 2014 Purpose of Paper:

More information

Work experience. ICT Service Desk

Work experience. ICT Service Desk Work experience ICT Service Desk Kent County Council (KCC) is one of the largest councils in the country and provides more than 300 services for around 1.6 million residents, visitors and people working

More information

PHSO. Employee Survey Feedback & Planning

PHSO. Employee Survey Feedback & Planning PHSO Employee Survey Feedback & Planning Who are People Insight? We are a specialist consultancy in organisational development & employee engagement We run engagement surveys, develop insights and lead

More information

1. Build core capability at all levels to improve organisational and individual performance;

1. Build core capability at all levels to improve organisational and individual performance; Graduate Development Program Australian Bureau of Statistics Workshop on Human Resources Management and Training Budapest 5-7 September 2012 Day 1 Session 4(a) Recruitment and training of new staff members

More information

NLG(13)347 DATE OF BOARD MEETING 24/09/2013 REPORT FOR. Trust Board of Directors REPORT FROM. Dr Karen Dunderdale, Chief Nurse SUBJECT

NLG(13)347 DATE OF BOARD MEETING 24/09/2013 REPORT FOR. Trust Board of Directors REPORT FROM. Dr Karen Dunderdale, Chief Nurse SUBJECT DATE OF BOARD MEETING 24/09/2013 REPORT FOR Trust Board of Directors REPORT FROM Dr Karen Dunderdale, Chief Nurse SUBJECT Nursing Quarterly Report CONTACT OFFICER Karen Dunderdale BACKGROUND DOCUMENT (IF

More information

Concern / Complaints Flowchart

Concern / 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 information

NHS LOTHIAN VOLUNTEERING FRAMEWORK AND ACTION PLAN 2011-2016

NHS LOTHIAN VOLUNTEERING FRAMEWORK AND ACTION PLAN 2011-2016 NHS LOTHIAN VOLUNTEERING FRAMEWORK AND ACTION PLAN 2011-2016 Unique ID: Author (s): Diane Loughlin/Pat Dawson Category/Level/Type: Framework Version: 9 Final Status: Final Authorized by: Date of Authorization:

More information

INVESTORS IN PEOPLE REPORT

INVESTORS IN PEOPLE REPORT INVESTORS IN PEOPLE REPORT Guy's & St Thomas NHS Foundation Trust Presented by Kate Baker Investors in People Practitioner On behalf of Investors in People South of England November 2015 (14-04922) Introduction

More information

Working together for excellent care in Buckinghamshire

Working together for excellent care in Buckinghamshire Working together for excellent in Buckinghamshire A vision and strategy for Buckinghamshire Health NHS Trust 2015-2020 Safe & compassionate, 1 every time About us = 10,000 patients 598,634 patient contacts

More information

Interim report on NHS and Adult Social Care Complaints Procedures in Manchester

Interim report on NHS and Adult Social Care Complaints Procedures in Manchester Interim report on NHS and Adult Social Care Complaints Procedures in Manchester Introduction The Health & Wellbeing Overview & Scrutiny Committee of Manchester City Council asked the LINk to look at complaints

More information

UNIVERSITY MEDICAL CENTRE PATIENT PARTICIPATION GROUP ANNUAL REPORT & ACTION PLAN 2012-13

UNIVERSITY MEDICAL CENTRE PATIENT PARTICIPATION GROUP ANNUAL REPORT & ACTION PLAN 2012-13 UNIVERSITY MEDICAL CENTRE PATIENT PARTICIPATION GROUP ANNUAL REPORT & ACTION PLAN 2012-13 Introduction & Recruitment of the Patient Participation Group Review on how and why the Patient group was established:

More information

Business Plan 2013-14

Business Plan 2013-14 Commission for Local Administration in England Business Plan 2013-14 All Business Plan activity is linked to our four Strategic Objectives LGO Business Plan 2013-2014 v web Page 1 1. Provide a complaints

More information

Symposium report. The recruitment and retention of nurses in adult social care

Symposium report. The recruitment and retention of nurses in adult social care Symposium report The recruitment and retention of nurses in adult social care Overview 1. Social care employers providing nursing care services have been raising concerns about nursing recruitment and

More information