DH Review of NHS Complaint Handling Submission by the Foundation Trust Network (FTN)
|
|
- Avice Henry
- 8 years ago
- Views:
Transcription
1 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 community, mental health and ambulance services that treat patients and service users in the NHS. The FTN helps those NHS trusts deliver high quality, patient focussed, care by enabling them to learn from each other, acting as their public voice and helping shape the system in which they operate. The FTN has over 220 members more than 90% of all NHS foundation trusts and aspirant trusts who collectively account for 65 billion of annual expenditure and employ more than 630,000 staff. 1.2 We welcome the opportunity to engage with the Department of Health (DH) Review of Complaints on behalf of our member organisations. Our submission has been informed by a document review and a range of trusts among our membership who have contributed examples of their own practice in handling, and responding to, complaints. We look forward to supporting the DH team to test early recommendations at the next meeting of our Quality Working Group in June, and to continuing our partnership with the Parliamentary Health Service Ombudsman (PHSO) to raise awareness of good complaints handling among our members, including offering a dedicated workshop on complaints in our annual conference programme. 1.3 We would be pleased to continue our engagement with the review, and to provide feedback on more detailed proposals at the appropriate time. 2. Key messages The role of the boards is central in developing learning organisations which embrace a culture of transparency and improvement. The leadership within the organisation clearly has a key role to play in ensuring processes are in place to investigate complaints, acknowledge mistakes and apologise, ensure individual cases gain redress and crucially act to use complaints information improve services. However the single most important message to emerge from the DH review in our view would be the importance of the board in generating a learning organisation which is transparent and does not create an atmosphere of fear or blame; Staff feedback has a key role to play alongside that of patients/service users and the public. Establishing a culture of transparency where staff feel empowered to raise issues without fear of blame was considered fundamental by member organisations who contributed to this submission; Complaints form one key source of performance information and need to be analysed holistically in the context of outcomes data, patient safety information, feedback on patient 1
2 experience and wider feedback and compliments from patients/service users, staff and the public; While national standards can be helpful, we would advocate sufficient flexibility for local application across a broad range of health and care providers. We would strongly encourage the review team to broaden its remit to consider care settings other than hospitals where the principles of good complaint handling could be equally applied. 3. Response 3.1. What common standards can be applied to the handling of complaints? Most trusts already operate a staged complaints process, and many of our members offer standards relating to the time in which they aim to respond to complaints, often to acknowledge all complaints within three days of the complaint being made, and to provide a written response within 25 days of the complaint being made. Our members are keen to make their service standards explicit, and to manage expectations about how swiftly complaints may be resolved. For instance, Moorfields Hospitals NHS Foundation Trust commits to a letter from the Chief Executive within 25 days, the Medical Director from Wrightington, Wigan and Leigh NHS FT personally intervenes if an issue is not resolved within three months of the complaint being made, University College London Hospitals (UCLH) commits to a written response with a covering letter from the Chief Executive within 25 days 1 and South Tees Hospitals NHS FT 2 commits to acknowledging and responding to complainants as soon as possible to take account of the wide range of issues which can be raised through the complaints process. The PHSO has published a series of principles of good administration, of good complaint handling and for remedy which seem to us to be a useful starting point in developing future standards, and a helpful framework. Some trusts such as Southern Health NHS Foundation Trust already apply the PHSO principles throughout their complaints procedures. We also welcome PHSO s recent report, The NHS hospital complaints system 3 which identifies the core significance of leadership and learning in ensuring responsiveness to complaints, as well as a need to improve communication and responsiveness. Of the complaints received by the PHSO, the main causes of hospital complaints result from poor local explanation (19%) and a lack of acknowledgement of mistakes locally (18%). It will clearly be important for any national framework of standards to encourage and support trusts to train their staff to communicate often difficult messages to patients and their families, and to invest time in ensuring their questions are answered as fully as possible. Our members are also keen that any new standards are practical and focus on measurable improvements for patients, rather than adding unduly to the existing bureaucracy they often face. Given the diversity of providers within health and social care, it would be useful to develop a set of broad principles which could be equally and locally applied. One of our members from a specialist trust mentioned the difficulty they have in applying national standards across a range of areas data/assets/pdf_file/0018/20682/the-nhs-hospital-complaints-system.- A-case-for-urgent-treatment-report_FINAL.pdf 2
3 Although we understand that the DH review is focussing predominately on hospitals, it is important to recognise that foundation trust and NHS trust activity spans the acute, community, mental health and ambulance sectors and involves care in a number of care settings. It will be important that any national standards are sufficiently flexible to be applied across the health sector and indeed to primary and social care settings where it is equally important to ensure good communication and patient involvement in care, as well as to maintain the paramount importance of patient safety. We would expect different provider sectors and the PHSO to be involved in the detailed development of further standards for complaint handling, and the FTN would be pleased to facilitate further engagement with our members in support of this How intelligence from concerns and complaints can be used to improve service delivery, and how this information can be made available to service users and commissioners. Most of the members we spoke to as part of this review were committed to making information more transparent for the public but admitted that high level complaints data was not currently publically available. We certainly agree that trusts should make their complaints procedures transparent and available for patients online, as well as in other formats including readily accessible information on wards and other trust premises. Particular consideration should also be given to those services where complaints are more likely to occur for instance in end of life care. Providers may find it useful to be more open and explicit about their service standards so that patients and their families are clear about the timeframes and standards of care that they can expect. We would advocate for any such standards to be locally developed, perhaps underpinned with national guidance. In our view, it is important for trust boards to analyse complaints information in the context of other information on quality and performance, including information on patient experience, outcomes and safety. We would have some reservations using scores or ratings based on complaint levels to inform organisational assessments as it is not an exact science and can reflect the views of those patients who feel most able to complain. Should complaints data be published, it will therefore be most useful to the public if set into context with other data about patient experience, safety and outcomes. For instance, Moorfields Hospitals NHS FT is undertaking a piece of work to link patient experience data more closely with complaints and identify any trends, as well as to better evaluate if the changes they make on the back of complaints are having a positive effect which is identifiable through patients feedback on their experience of care. They are also developing patient narratives which are put together by a fellow patient observing how other patients are treated within the hospital. This has been a very powerful variant on patient stories, which we know are used regularly by boards to bring to life data on complaints, feedback and patient experience in a more direct way. We are also supportive of developing a mature debate in which national or local targets do not automatically seek to reduce complaints. NESTA research 4 comments on how complaints are increasing across public services, citing this as a positive sign that the public feel a service is worth 4 le_of_complaints_in_transforming_public_services 3
4 improving, and that their voice will be heard, and our members generally look to increase complaints and other feedback by ensuring these processes are as accessible as possible. For instance, Manchester Mental Health and Social Care NHS Trust acted on feedback from service users and carers to improve its medicine management processes by taking practical steps including changing pharmacy providers to improve prescription services available in the community and reduce errors at the interfaces between primary and secondary care services, undertaking research to investigate prescribing errors in mental health to identify areas of risk and using peer review, educational events for all staff and tougher medicine management processes for certain medicines to reduce error and share learning. Finally, it is worth reiterating the point that a number of partner agencies can help in ensuring the public received adequate sign posting to make their complaint. Partners include local trusts and their partner agencies, social care services, and national bodies including the Care Quality Commission The role of the Trust Board and senior managers in developing a culture that takes the concerns of individuals seriously and acts on them Our members are fully committed to ensuring their boards have the information required to take decisions to improve services and to be accountable for the quality of the care their organisations provide. Information on complaints, PALs information and wider patient feedback is made available to the majority of boards at least quarterly. Our members are also developing other ways to support the board to analyse and act on complaints information. For instance, Moorfields Hospital NHS FT appoints a non executive director (NED) on rotation to play a key role in overseeing complaints information and the response to those complaints. This objective second pair of eyes helps to support the board in its role to interpret trends in complaints data and take action to improve services. Several of our members commented on the importance of the leadership role of the chief executive and the medical and nursing directors in responding and taking ownership of complaints, as well as championing the learning process arising from complaints. Wrightington, Wigan and Leigh NHS FT (WWT) encourages the board to ask patients for their feedback during ward walks and other engagement activity and ensures comments received by the board during these activities are fully followed up. A number of our members present patient feedback and additional PALs information together with formal complaints to the board, so that they gain a full picture of feedback and concerns from patients/service users, their families and members of the public. WWT uses an internal RAG rating for complaints to ensure the board is aware of any outstanding and unresolved complaints as well as identifying trends, actions and learning from complaints. They also engage consultants and staff members at different levels to present on key projects relevant to patient safety to the board with positive effect. 4
5 3.4. The skills and behaviours that staff need, to ensure that the concerns of individuals are at the heart of their work; how complainants might more appropriately be supported during the complaints process through, for example, advice, mediation and advocacy; Many of our members who have contributed to this submission commented on a need for staff at all levels to receive some training on communication skills, and appropriate behaviours as part of their induction and indeed formal medical training. Medical and Nursing Directors, and Directors of Quality and Assurance frequently play a leading role in overseeing complaints. For instance at WWL, the Medical Director reviews RAG rated complaints weekly to keep track of trends and all responses. The Medical and Nursing Directors meet weekly to review settled litigation cases, Coroner s inquest and feedback, SUI and any relevant clinical incidents trends. The medical director, the nursing director or the chief executive respond personally to the patient or family of any complaints rated as red (i.e. unresolved) to provide a personal update on where their complaint is within the process. They also offer a meeting to the patient and family of any patient subjected to harm. Moorfields Hospitals NHS FT is offering all frontline staff, including doctors, a half day customer care course, and WWL has invested in training for consultants for whom this is a development need. Southern Health NHS FT offers induction training on customer care and complaints processes as well as Investigating Officer training. Their complaints team respond to requests for support from colleagues internally and attend staff meetings to discuss learning from individual complaints and emerging themes. The trust is also developing e-learning with video scenarios to support complaints handling The handling of concerns raised by staff, including support for whistleblowers. Our members recognise the central importance of supporting staff and of having processes in place which mean their concerns, feedback and indeed, complaints can be acted on quickly. In addition to their formal whistleblowing procedures, Moorfields have recognised the value of having a nominated staff member which staff can go to who is removed from their direct line management structure. They are also introducing a system of staff at all levels in the organisation who will be available to receive anonymous concerns or complaints from staff to ensure staff are not intimidated by reporting upwards to their seniors. Moorfields also runs a Privacy and Dignity group which staff of all levels can attend to provide feedback and raise issues of concern. Southern Health NHS FT is considering a proposal for the complaints department to host a hotline which staff can call to report concerns. Manchester Mental Health and Social Care NHS Trust encourages high levels of incident reporting from service users and staff and uses a multi-disciplinary incident review tool alongside a competency assessment framework for nursing staff to identify and share learning. May 2013, FOUNDATION TRUST NETWORK 5
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 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 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 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 informationReport 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 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 informationAppendix 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 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 informationCulture 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 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 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 informationInterim 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 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 informationHow did we do? Promoting hope and wellbeing together. How to raise a concern, make a complaint or give a positive comment about one of our services.
West London Mental Health NHS Trust How did we do? How to raise a concern, make a complaint or give a positive comment about one of our services. Promoting hope and wellbeing together What do you think
More informationNHS 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 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 informationNHS 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 informationCompliments, Comments, Concerns or Complaints. An information guide
TO PROVIDE THE VERY BEST CARE FOR EACH PATIENT ON EVERY OCCASION Compliments, Comments, Concerns or Complaints An information guide Compliments, Comments, Concerns or Complaints Commitment to quality At
More informationCouncil 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 informationHow To Write A Trust Board Of NHS Staff
TRUST BOARD IN PUBLIC REPORT TITLE: EXECUTIVE SPONSOR: REPORT AUTHOR (s): REPORT DISCUSSED PREVIOUSLY: (name of sub-committee/group & date) Action Required: Date: 26 th February 2015 Agenda Item: 1.6 CHIEF
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 informationSouthport & 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 informationNHS Constitution Patient & Public Quarter 4 report 2011/12
NHS Constitution Patient & Public Quarter 4 report 2011/12 1 Executive Summary The NHS Constitution was first published on 21 st January 2009. One of the primary aims of the Constitution is to set out
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 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 informationCENTRAL 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 informationTHE 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 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 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 informationEqual Partners Strategy Summary
Equal Partners Strategy Summary Informing Consulting Listening Involving Empowering For further information please contact: Sue Eato, Associate Director of Service User and Carer Involvement sue.eato@covwarkpt.nhs.uk
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 informationHOUSE OF COMMONS HEALTH COMMITTEE INQUIRY INTO COMPLAINTS AND LITIGATION
HOUSE OF COMMONS HEALTH COMMITTEE INQUIRY INTO COMPLAINTS AND LITIGATION SUBMISSION FROM NATIONAL VOICES Summary and Recommendations 1. Effective complaints handling is a vital impetus to improving quality
More informationNHS CONFEDERATION MEMBER BRIEFING
NHS CONFEDERATION MEMBER BRIEFING Government's full response to the Francis report Many of the measures included in today's report, 'Hard Truths: the journey to putting patients first', have already been
More informationReport submitted to: Trust Board Wednesday 25 th July 2012. Martin Emery, Head of Patient Experience Denise Flowers, AD Clinical Governance
Southend University Hospital NHS Foundation Trust Board of Directors Meeting Report Agenda item 3/1 Agenda item 3/1 Report submitted to: Trust Board Wednesday 5 th July 1 Title: Complaints Quarter 1 report
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 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 informationNHS Constitution The NHS belongs to the people. This Constitution principles values rights pledges responsibilities
for England 21 January 2009 2 NHS Constitution The NHS belongs to the people. It is there to improve our health and well-being, supporting us to keep mentally and physically well, to get better when we
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 informationAccreditation standards for training providers
PREVOCATIONAL MEDICAL TRAINING FOR DOCTORS IN NEW ZEALAND Accreditation standards for training providers Introduction Prevocational medical training (the intern training programme) spans the two years
More informationAnnual 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 informationNational 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 informationWhat 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 informationCOMPLAINTS AND CONCERNS POLICY
COMPLAINTS AND CONCERNS POLICY A GENERAL 1. INTRODUCTION This policy sets out the process for handling complaints, generated by patients, carers and the general public, by the Clinical Commissioning Group
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 informationNHS Lanarkshire Information Governance Committee
INFORMATION GOVERNANCE COMMITTEE DRAFT TERMS OF REFERENCE Name Purpose NHS Lanarkshire Information Governance Committee To provide direction of and oversee the development of NHS Lanarkshire Information
More informationAn 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 informationSymposium 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 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 informationImproving SAS appraisal: a guide for employers
Improving SAS appraisal: a guide for employers June 2013 Improving SAS appraisal: a guide for employers Introduction Effective annual appraisal is the cornerstone of medical revalidation. Doctors need
More informationPolicy and Procedure for Handling and Learning from Feedback, Comments, Concerns and Complaints
Policy and Procedure for Handling and Learning from Feedback, Comments, Concerns and Complaints Author: Shona Welton, Head of Patient Affairs Responsible Lead Executive Director: Endorsing Body: Governance
More informationDate: 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 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 informationPOLICY CONTROL DOCUMENT - 2
POLICY CONTROL DOCUMENT - 2 NUMBER OF PAGES (EXCLUDING APPENDICES) 8 SUMMARY OF REVISIONS: 22 nd December 2011 Sections removed from policy and placed as Appendix which include the following: Responsibilities
More informationComplaints and PALS Policy
Complaints and PALS Policy Controlled document This document is uncontrolled when downloaded or printed. Reference number Version 1 Author WHHT: G029 Kate Witt Date ratified February 2015 Committee/individual
More informationCommunication 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 informationRISK MANAGEMENT STRATEGY 2014-17
RISK MANAGEMENT STRATEGY 2014-17 DOCUMENT NO: Lead author/initiator(s): Contact email address: Developed by: Approved by: DN128 Head of Quality Performance Julia.sirett@ccs.nhs.uk Quality Performance Team
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 informationGuide to making an NHS Complaint
Guide to making an NHS Complaint Introduction Most people are happy with their NHS treatment however if this is not the case and you are unhappy with the service you or others have received from a hospital,
More informationA fresh start for the regulation and inspection of adult social care
A fresh start for the regulation and inspection of adult social care Working together to change how we inspect and regulate adult social care services The Care Quality Commission is the independent regulator
More informationThe State Hospital s Board for Scotland
The State Hospital s Board for Scotland PATIENT & CARER FEEDBACK Procedure for Feedback; Comments, Concerns, Compliments and Complaints (Incorporating the NHS Can I Help you Guidance) Policy Reference
More informationDraft Special Educational Needs (SEN) Code of Practice: for 0 to 25 years
Draft Special Educational Needs (SEN) Code of Practice: for 0 to 25 years Statutory guidance for organisations who work with and support children and young people with SEN October 2013 Contents 1 Introduction
More informationThe National Health Service. Constitution. A draft for consultation, July 2008
The National Health Service Constitution A draft for consultation, July 2008 NHS Constitution The NHS belongs to the people. It is there to improve our health, supporting us to keep mentally and physically
More informationSarah Bloomfield - Director of Nursing & Quality. Jackie Harrison - Head of PALS & Complaints
Reporting to: Trust Board, February 2015 Enclosure 8 Title Q3 Complaints & PALS Report October - December 2014 Sponsoring Director Author(s) Sarah Bloomfield - Director of Nursing & Quality Jackie Harrison
More informationWhat s changing in the NHS
This briefing has been produced for NCF and VODG members in order to increase awareness of the health and social care changes happening right across the NHS and local government. These changes will alter
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 informationApril 2015. Compiled by: Jane Stanfield Client Liaison Officer Jane.stanfield@patientopinion.org.au
CARE OPINION Australia Submission to the National Disability Insurance Agency (NDIA) in response to the consultation paper Proposal for a National Disability Insurance Scheme Quality and Safeguarding framework
More informationPatient Advice & Liaison Service (PALS) and Complaints Team
Patient Advice & Liaison Service (PALS) and Complaints Team Worthing and Southlands Hospitals Western Sussex Hospitals NHS Trust which combines St Richard s Hospital in Chichester and Worthing and Southlands
More informationExperiences count. We are here to listen. www.lpft.nhs.uk
Experiences count We are here to listen www.lpft.nhs.uk Experiences count Lincolnshire Partnership NHS Foundation Trust (LPFT) provides specialist health services for people with a learning disability,
More informationTo start with, who you contact to make a formal complaint will depend on:
The Complaints Process For many, the thought of complaining can be daunting. This guide takes you through the process of making your complaint and where you can obtain further information. To start with,
More informationMEETING 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 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 informationHow to complete the provider information return (PIR):
How to complete the provider information return (PIR): Community services April 2015 CONTENTS Purpose... 1 Completing the return... 2 Information about the service and the person completing the PIR...
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 informationPolicy and Procedure on Complaints Management
Policy and Procedure on Complaints Management Policy approved by: Board June 2005, Dec 2006, Jan 2007 Review date: May 2010 Next review date: May 2013 Policy approved by: NHS Rotherham Board, May 2010
More informationA 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 informationSupportive, considered & clear
Our specialist team has a wealth of knowledge and experience in dealing with claims arising from clinical negligence. We work in a supportive, considered & clear way, dedicated to gaining the best possible
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 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 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 informationEnhanced dementia practice for social workers and other professionals
Guidance for trainers Enhanced dementia practice for social workers and other professionals Online resource http://workforcesolutions.sssc.uk.com/enhanced-dementia-practice Understanding dementia Personal
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 informationWorking 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 informationStonewall 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 informationPolicy 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 informationQUALITY ASSURANCE COMMITTEE - 22 June 2015 -
laint QUALITY ASSURANCE COMMITTEE - 22 June 2015 - QAC: 22.06.15 Item: TITLE OF PAPER Complaints Quarterly Report (01 January-31 March 2015) FROM Rosie McHugh Director of Organisation Development/Board
More informationComplaints Policy and Procedure
Complaints Policy and Procedure REFERENCE NUMBER DraftAug2012V1MH APPROVING COMMITTEE(S) AND DATE THIS DOCUMENT REPLACES REVIEW DUE DATE March 2014 RATIFICATION DATE/DRAFT No NHS West Lancashire Clinical
More informationGetting 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 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 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 informationDELIVERING OUR STRATEGY
www.lawsociety.org.uk DELIVERING OUR STRATEGY Our three year plan 2015 2018 >2 > Delivering our strategy Catherine Dixon Chief executive Foreword Welcome to our three year business plan which sets out
More informationHow To Manage Risk In Ancient Health Trust
SharePoint Location Non-clinical Policies and Guidelines SharePoint Index Directory 3.0 Corporate Sub Area 3.1 Risk and Health & Safety Documents Key words (for search purposes) Risk, Risk Management,
More informationHANDLING COMPLAINTS POLICY & PROCEDURE
HANDLING COMPLAINTS POLICY & PROCEDURE This policy can be made available in other formats and languages upon request to the PALS office on 01708 435454 Content includes: Principles of Complaints Management
More informationRCN policy position. Executive Director of Nursing. RCN survey on PCT Executive Directors of Nursing. Rationale for an Executive Director of Nursing
RCN Policy Position Executive Director of Nursing Part 1: Part 2: Part 3: Part 4: Part 5: Part 6: Part 7: Part 8: RCN policy position RCN survey on PCT Executive Directors of Nursing Rationale for an Executive
More informationGuidance on a Model Complaints Handling Procedure
Guidance on a Model Complaints Handling Procedure Scottish Public Services Ombudsman This document is available on request in other languages and formats (such as large print or Braille). SPSO Guidance
More informationNHS Nene and NHS Corby Clinical Commissioning Groups COMPLAINTS HANDLING POLICY
NHS Nene and NHS Corby Clinical Commissioning Groups COMPLAINTS HANDLING POLICY Approved : 10 February 2015 by the Quality Committee Ratified : 17 February 2015 by the Governing Body of NHS Nene Clinical
More informationNHS Kirklees Complaints, PALS and Claims and FOI Annual Report for the reporting period 1 April 2011 to 31 March 2012
NHS Kirklees Complaints, PALS and Claims and FOI Annual Report for the reporting period 1 April 2011 to 31 March 2012 Customer Liaison Service (PALs) Complaints 1. Introduction This report will provide
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 informationMy 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 informationMy 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 informationThe 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