NHS Complaints Procedure Resolve at front line Resolve in 28 days Support available Full investigation Address all issues Right of appeal.

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Presentation transcript:

NHS Complaints Procedure Resolve at front line Resolve in 28 days Support available Full investigation Address all issues Right of appeal

Torture of the NHS complaints procedure

Health Select Committee on Patient Safety 2008 – 2009 Patients not numbers, People not statistics. Patient Association – 2010 “Hungry to be heard” Age UK – 2010 “Care and Compassion” Parliamentary and Health Service Ombudsman report – 2010 “We’ve been listening, have you been learning?” Patient Association Dignity and Nutrition Report CQC

Performance indicators Anonymised SUI’s/Incidents Mortality Surgeons performance Staff/Patient surveys Patient complaints Peer reviews Staffing levels/skill mix/sickness rates Infection rates

Changes post Francis More nurses (Acute) Nice guidelines staffing levels More student nurse places Changes to nurse training HCA training but not regulation CQC, GMC, NMC Gagging clauses banned

PATIENTS PRIME MINISTER CHANCELLOR SECRETARY OF STATE FOR HEALTH NHS CHIEF EXECUTIVE REGULATORS, COMMISSIONERS, SUPERVISORY BODIES HOSPITAL BOARDS HOSPITAL EXECUTIVES HOSPITAL MANAGERS HOSPITAL STAFF “TURNING THE NHS THE RIGHT WAY UP”