Understanding the rise in Fitness to Practise complaints from members of the public – Plymouth University – 2014

Posted on July 22, 2014. Filed under: Medicine | Tags: , , |

Understanding the rise in Fitness to Practise complaints from members of the public – Plymouth University – 2014

Why have more people complained to the General Medical Council about their doctor? – 21 July 2014

“Enquiries made by the general public to the General Medical Council about doctors’ fitness to practise rose from 5,168 in 2007 to 10,347 in 2012.

In a bid to understand this increase, the GMC commissioned a research team from the Collaboration for the Advancement of Medical Education, Research and Assessment (CAMERA) at Plymouth University Peninsula Schools of Medicine and Dentistry to investigate the issues and produce a report.

The report – “Understanding the Rise in Fitness to Practise Complaints from Members of the General Public” – is published today, 21 July 2014

An increase in complaints has been seen across the UK, which suggests wider social trends rather than localised issues. A large number of complaints did not progress because the issues raised could not be identified, which suggests that the GMC is receiving complaints outside its remit. According to the report, this points towards problems with the wider complaint-handling system and culture.

While the report does not point to any specific causes for the increase in complaints, it does clearly identify a number of trends which have contributed to an environment in which the public are more prone to making complaints about their doctors.”

… continues on the site

Advertisements
Read Full Post | Make a Comment ( Comments Off on Understanding the rise in Fitness to Practise complaints from members of the public – Plymouth University – 2014 )

The NHS hospital complaints system. A case for urgent treatment? – Parliamentary and Health Service Ombudsman – 29 April 2013

Posted on May 1, 2013. Filed under: Health Mgmt Policy Planning, Health Systems Improvement | Tags: |

The NHS hospital complaints system. A case for urgent treatment? – Parliamentary and Health Service Ombudsman – 29 April 2013

 

Read Full Post | Make a Comment ( Comments Off on The NHS hospital complaints system. A case for urgent treatment? – Parliamentary and Health Service Ombudsman – 29 April 2013 )

Gripes, grumbles and grievances: the role of complaints in transforming public services – Nesta – April 2013

Posted on April 29, 2013. Filed under: Clin Governance / Risk Mgmt / Quality | Tags: , |

Gripes, grumbles and grievances: the role of complaints in transforming public services – Nesta – April 2013

by Richard Simmons and Carol Brennan

“Complaints are not often associated with innovation and creativity. When we think of complaints, we tend towards negative association – frustration, failure, poor service, something to be dealt with promptly and filed away. Receiving lots of complaints is seen as something to be wary of, not celebrated.

But getting complaints is much better than not getting complaints – they show that people think it’s worth complaining and that they will be listened to, and that they believe that they have power to influence the system. They are a good sign of democracy in action.

This report looks at the role of complaints in transforming public services.”

Nesta blog entry on complaints in public services – 25 April 2013

Read Full Post | Make a Comment ( Comments Off on Gripes, grumbles and grievances: the role of complaints in transforming public services – Nesta – April 2013 )

Health complaint commissions in Australia: Time for a national approach to data collection – Australian Review of Public Affairs Volume 11, Number 1: November 2012, 1–18

Posted on November 13, 2012. Filed under: Patient Participation | Tags: |

Health complaint commissions in Australia: Time for a national approach to data collection – Australian Review of Public Affairs Volume 11, Number 1: November 2012, 1–18

Merrilyn Walton, The University of Sydney
Jennifer Smith-Merry, The University of Sydney
Judith Healy, Australian National University
Fiona McDonald, Queensland University of Technology

ABSTRACT

“Health complaint statistics are important for identifying problems and bringing about improvements to health care provided by health service providers and to the wider health care system. This paper overviews complaints handling by the eight Australian state and territory health complaint entities, based on an analysis of data from their annual reports. The analysis shows considerable variation between jurisdictions in the ways complaint data are defined, collected and recorded. Complaints from the public are an important accountability mechanism and open a window on service quality. The lack of a national approach leads to fragmentation of complaint data and a lost opportunity to use national data to assist policy development and identify the main areas causing consumers to complain. We need a national approach to complaints data collection in order to better respond to patients’ concerns.”

Read Full Post | Make a Comment ( Comments Off on Health complaint commissions in Australia: Time for a national approach to data collection – Australian Review of Public Affairs Volume 11, Number 1: November 2012, 1–18 )

Listening and Learning: the Ombudsman’s review of complaint handling by the NHS in England 2010-11 – 18 October 2011

Posted on October 19, 2011. Filed under: Clin Governance / Risk Mgmt / Quality, Patient Participation | Tags: |

Listening and Learning: the Ombudsman’s review of complaint handling by the NHS in England 2010-11 – 18 October 2011
Press release 

“NHS is failing to deal appropriately with most basic complaints

‘Patchy and slow’ is how the Health Service Ombudsman, Ann Abraham, describes the progress the NHS is making to improve the way it deals with patients’ complaints. In her latest report on NHS performance she warns that ‘The NHS is still not dealing adequately with the most straightforward matters’ and that too many minor disputes are escalated to her Office before they are resolved.

Published today (18 October 2011), Listening and Learning: the Ombudsman’s review of complaint handling by the NHS in England 2010-11 features previously unpublished information about complaints that the NHS has failed to resolve locally. It reveals which NHS trusts and which regions in England generated the most complaints to the Ombudsman’s Office (the second and final stage in the NHS complaints system) during the year. It also highlights the most common reasons for people to complain, and includes complaints information on every trust across the country.

The Ombudsman’s Office received over 15,000 complaints about the NHS in 2010-11. As the stories in the report illustrate, last year relatively minor disputes about unanswered telephones or mix-ups over appointments ended up with the Ombudsman because of knee-jerk responses by NHS staff, and poor complaint handling.”   … continues

Read Full Post | Make a Comment ( Comments Off on Listening and Learning: the Ombudsman’s review of complaint handling by the NHS in England 2010-11 – 18 October 2011 )

Government response to the House of Commons Health Select Committee report on [NHS] complaints and litigation – September 2011

Posted on September 21, 2011. Filed under: Health Mgmt Policy Planning | Tags: |

Government response to the House of Commons Health Select Committee report on [NHS] complaints and litigation – September 2011
Cm 8180   ISBN: 9780101818025

This paper outlines the response to the policy recommendations and suggestions made by the House of Commons Health Select Committee.

1. On 22 June 2011, the House of Commons Health Committee published the Sixth Report of session 2010 – 2011 in respect of NHS Complaints and Litigation. 2. The report followed an inquiry by the Health Committee into the NHS complaints and litigation systems. The Committee took evidence from the Minister of Health, Simon Burns, along with Department of Health officials, the Parliamentary and Health Service Ombudsman, members of the legal profession, healthcare professionals and NHS staff, charities and third sector organisations, and people with personal experience of using the NHS complaints arrangements. 3. This paper sets out the Coalition Government’s response to the Health Committee’s Sixth Report of the Session 2010-12.

Complaints and Litigation – House of Commons Health Committee – 22 June 2011

Read Full Post | Make a Comment ( None so far )

British Columbia’s Patient Care Quality Review Boards Annual Report 2009/10

Posted on August 6, 2010. Filed under: Clin Governance / Risk Mgmt / Quality, Patient Participation, Patient Safety | Tags: |

British Columbia’s Patient Care Quality Review Boards Annual Report 2009/10

“B.C.’s Care Quality Complaints Process

In May 2008, government introduced the Patient Care Quality Review Board Act, which established a clear, consistent, timely and transparent patient complaints process in British Columbia.

Each health authority was required to establish a central Patient Care Quality Office (PCQO) to receive and respond to patient complaints.

The Act also established six Patient Care Quality Review Boards (the Boards) – one aligned with each of the regional health authorities, and one with the Provincial Health Services Authority. Independent from the health authorities and accountable to the Minister of Health Services, the Boards review patient care quality complaints that have first been addressed, but not resolved, by a health authority’s Patient Care Quality Office.

After completing a review, the Boards may make recommendations to the health authority and/or the Minister of Health Services for care quality improvement and to improve the quality of the complaints process itself.”

Read Full Post | Make a Comment ( None so far )

Report published on use of real time methodologies for gathering patient feedback – UK NHS

Posted on April 16, 2009. Filed under: Health Informatics, Patient Participation | Tags: |

Report published on use of real time methodologies for gathering patient feedback – UK NHS

This report draws on the experiences of West Midlands PCTs and provider organisations as well as those further afield to build up a picture of current practice in the NHS and in private industry. The report notes that while the use of real-time methodologies has a definite and beneficial role within engagement, organisations must ensure it is part of an overall strategy and that robust processes are in place for co-ordinating data collection, its collation, analysis and dissemination. The report also emphasises the need for feedback to result in action and for that action to be publicised.

Read Full Post | Make a Comment ( None so far )

Listening, responding, improving: a guide to better customer care [UK Department of Health]

Posted on April 16, 2009. Filed under: Patient Participation | Tags: |

Listening, responding, improving: a guide to better customer care – UK Dept of Health

From 1 April 2009 there will be a single approach to dealing with complaints. It will give organisations the flexibility they need to deal with complaints effectively. It will also encourage a culture that seeks and then uses people’s experiences to make services more effective, personal and safe. This guide has been developed to help complaints professionals work with colleagues to make their organisations better at listening, responding and learning from people’s experiences. It is designed to be accessible to anyone working in health and social care organisations who is involved in receiving feedback and resolving concerns and complaints from patients, service users and their representatives.

Read Full Post | Make a Comment ( None so far )

Liked it here?
Why not try sites on the blogroll...