Presentation is loading. Please wait.

Presentation is loading. Please wait.

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

Published byJack Wilcox Modified over 8 years ago

Similar presentations

Presentation on theme: "NHS Complaints Procedure Resolve at front line Resolve in 28 days Support available Full investigation Address all issues Right of appeal."— Presentation transcript:

1

2

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

4 Torture of the NHS complaints procedure

5 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 - 2011 Dignity and Nutrition Report CQC - 2011

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

7 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

8 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”

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

Similar presentations

How to ensure the right people, with the right skills, are in the right place at the right time Hazel Richards Deputy Chief Nurse NHS England North.

How to ensure the right people, with the right skills, are in the right place at the right time Hazel Richards Deputy Chief Nurse NHS England North.
LEARNING FROM THE MID-STAFFORDSHIRE NHS FOUNDATION TRUST PUBLIC INQUIRY Linda Pollard CBE JP DL, Chair July 2013.

LEARNING FROM THE MID-STAFFORDSHIRE NHS FOUNDATION TRUST PUBLIC INQUIRY Linda Pollard CBE JP DL, Chair July 2013.
DIGNITY IN CARE Presentation to the Older People’s Partnership Board 18 th April 2007.

DIGNITY IN CARE Presentation to the Older People’s Partnership Board 18 th April 2007.
What CQC do CQC are the health and social care regulator for England CQC register and monitor all health and social care providers in the country to ensure.

What CQC do CQC are the health and social care regulator for England CQC register and monitor all health and social care providers in the country to ensure.
European Supervisory Bodies and Patient Safety First results presented by Sandra Eismann (CQC)

European Supervisory Bodies and Patient Safety First results presented by Sandra Eismann (CQC)
The Francis Report: Patients First and Foremost. Patients and families were not listened to Multiple warning signs not spotted or acted on Information.

The Francis Report: Patients First and Foremost. Patients and families were not listened to Multiple warning signs not spotted or acted on Information.
Revalidation – A catalyst for quality improvement Michael Wright, Head of Clinical Governance, NHS England Kate Godfrey, National Lead for Quality, Improvement.

Revalidation – A catalyst for quality improvement Michael Wright, Head of Clinical Governance, NHS England Kate Godfrey, National Lead for Quality, Improvement.
Improving outcomes for older people: Monitoring and regulating standards Ann Close 8 th June 2011.

Improving outcomes for older people: Monitoring and regulating standards Ann Close 8 th June 2011.
The Francis report and its aftermath Conor Davidson.

The Francis report and its aftermath Conor Davidson.
Quality Priorities 2015-16 Amanda Pithouse Acting Deputy Director of Nursing and Quality Mary O’ Donovan Head of Quality.

Quality Priorities Amanda Pithouse Acting Deputy Director of Nursing and Quality Mary O’ Donovan Head of Quality.
The Government response to the Francis Inquiry – outline slide set November 2013.

The Government response to the Francis Inquiry – outline slide set November 2013.
Health & Safety in the Healthcare Sector Cheryl Rogers Head of Health & Safety Services Lindsey Kimber Health & Safety Manager.

Health & Safety in the Healthcare Sector Cheryl Rogers Head of Health & Safety Services Lindsey Kimber Health & Safety Manager.
Patients Association – Our Strategy Rosalynd JowettTrustee The Patients Association.

Patients Association – Our Strategy Rosalynd JowettTrustee The Patients Association.
Responding to the Francis Report

Responding to the Francis Report
Complaints in General Practice. STAGE 1: Local Resolution You can complain verbally or in writing. A large health centre will normally have a complaints.

Complaints in General Practice. STAGE 1: Local Resolution You can complain verbally or in writing. A large health centre will normally have a complaints.
Learning from the Mid Staffordshire Experience Stephen Moss – Forman Chairman.

Learning from the Mid Staffordshire Experience Stephen Moss – Forman Chairman.
11 November 2010 Professor David Oliver National Clinical Director for Older People NCEPOD Report launch “An Age Old Problem”

11 November 2010 Professor David Oliver National Clinical Director for Older People NCEPOD Report launch “An Age Old Problem”
Introducing the revised NMC Code New professional standards of practice and behaviour for nurses and midwives Effective from 31 March 2015.

Introducing the revised NMC Code New professional standards of practice and behaviour for nurses and midwives Effective from 31 March 2015.
Avoiding complaints and claims: the importance of patient-centred care Bev Fitzsimons - Point of Care The King’s Fund July 2011.

Avoiding complaints and claims: the importance of patient-centred care Bev Fitzsimons - Point of Care The King’s Fund July 2011.
1 Fundamental Standards Antony Hall Care Debate 5 March 2015.

1 Fundamental Standards Antony Hall Care Debate 5 March 2015.

Similar presentations

Ads by Google