NHS Hartlepool and Stockton-on-Tees Clinical Commissioning Group Governing Body. Agenda Item: 2.4. Tuesday, 29 July 2014
|
|
- Tabitha Blankenship
- 5 years ago
- Views:
Transcription
1 NHS Hartlepool and Stockton-on-Tees Clinical Commissioning Group Governing Body Agenda Item: 2.4 Tuesday, 29 July 2014 Purpose of Paper For Discussion Title Annual Complaints Report Responsible Jean Fruend, Executive Nurse Author of the Report Anne Greenley, Head of Clinical Quality, North of England Commissioning Support (NECS) Recommendation(s) The Governing Body is asked to receive the report Summary This annual report provides an overview of the number and type of complaints received by the CCG and managed by the NECS complaints team. The report sets out trends and themes identified in the complaints received and also identifies areas for improvement. It does not include complaints relating to other providers as they are managed by that provider and included in the respective organisations own annual reports. Complaints relating directly to Primary care are also excluded from this report as this service falls under the remit of NHS England with the Area Teams as the commissioner of primary care. Financial Implications Legal/Regulatory Implications Assurance Framework/Risk Register Implications Details of relationship to the NHS Constitution Details of Patient and Public Involvement and/or Implications Has an Equality Analysis been completed? Attachments Please detail any Committees or Forums at which this paper has previously been tabled Not applicable NHS organisations, including CCGs, must deal with complaints in accordance with The Local Authority Social Services and NHS Complaints (England) Regulations 2009 Not applicable to this report This report relates to the each of the 7 principles as set out in the NHS Constitution. It also relates to each of the NHS values and patients rights as detailed in the report. Not applicable Not applicable to Annual complaints report None Page 1 of 9
2 Page 2 of 9
3 Annual Complaints Report 2013/14 Page 3 of 9
4 1. Introduction This is the first Annual Complaints Report for NHS Hartlepool and Stockton-on-Tees (HAST) Clinical Commissioning Group (CCG) for the reporting period April 1 st 2013 to March 31 st HAST CCG are supported by the North of England Commissioning Support Unit (NECS) in the commissioning of high quality care services for their local populations and their governance and assurances processes; the management of complaints relating to their commissioned services is part of this function. 2. Background and Context The NHS Constitution sets out the following patient s rights concerning complaints and redress: You have the right to have any complaint you make about NHS services acknowledged within three working days and to have it properly investigated. You have the right to discuss the manner in which the complaint is to be handled, and to know the period within which the investigation is likely to be completed and the response sent. You have the right to be kept informed of progress and to know the outcome of any investigation into your complaint, including an explanation of the conclusions and confirmation that any action needed in consequence of the complaint has been taken or is proposed to be taken. You have the right to take your complaint to the independent Parliamentary and Health Service Ombudsman or Local Government Ombudsman, if you are not satisfied with the way your complaint has been dealt with by the NHS. You have the right to make a claim for judicial review if you think you have been directly affected by an unlawful act or decision of an NHS body or local authority. You have the right to compensation where you have been harmed by negligent treatment. The NHS Constitution also makes the following pledges which the NHS commits to achieve: to ensure that you are treated with courtesy and you receive appropriate support throughout the handling of a complaint; and that the fact that you have complained will not adversely affect your future treatment (pledge); to ensure that when mistakes happen or if you are harmed while receiving health care you receive an appropriate explanation and apology, delivered with sensitivity and recognition of the trauma you have experienced, and know that lessons will be learned to help avoid a similar incident occurring again (pledge); and to ensure that the organisation learns lessons from complaints and claims and uses these to improve NHS services (pledge). Page 4 of 9
5 3. The Complaints Process Where a complainant wishes to raise an issue with the CCG regarding healthcare services that have been provided to them there are several ways in which NECS may, with the authorisation of the CCG, manage that complaint: Complaints about providers commissioned by the CCG. These will normally be referred to the provider for initial investigation, with oversight from the NECS complaints team and/or the CCG if required by the complainant; Complex complaints that involve issues from 2 or more providers commissioned by the CCG. These may be co-ordinated by the NECS complaints team to ensure that a single response is received either from a named provider who takes the lead for the complaints response, acting on behalf of the CCG as commissioner. Complaints involving Primary Care Services. Any complaint that involves a primary care provider should be referred to the NHS England complaints management process. Complaints about the CCG or decisions made by the CCG. These are coordinated and managed by the NECS complaints team, with input from the relevant technical experts within the CCG and NECS. 4. The Francis Report and the Clwyd/Hart review of complaints procedures The first inquiry led by Robert Francis QC into serious failures in care at Mid-Staffordshire NHS Foundation Trust between 2005 and 2008 highlighted widespread and systemic deficiencies in care at the Trust. The report found that contributing factors included ineffective action in response to patient complaints. A second inquiry led by Robert Francis QC in to the events at the Trust, examining the role of the commissioning, supervisory and regulatory bodies, published its report on 6 February This report made a number of recommendations with regard to the handling of patient complaints. In his response to the report the Prime Minister said he had asked Ann Clwyd MP and the chief executive of South Tees Hospitals NHS Foundation Trust, Tricia Hart, to advise on how NHS hospitals can handle complaints better in the future. Their report, Putting Patients Back in the Picture, was published in October A summary of its findings and recommendations, and the Government s response, can be found in Hard Truths, the Journey to Putting Patients First. The NECS complaints process on behalf of the CCG has been informed by this policy and also the NHS England framework Guide to good handling of complaints for CCGs published in May Page 5 of 9
6 5. CCG Complaints Activity There were a total of 20 issues raised by NHS Hartlepool & Stockton-on-Tees CCG patients that were managed by the NECS complaints team in 2013/2014. Complaints team activity 2013/2014 Redirected to Other NHS Org Outside Complaints Regs MP Issue Comments/Concern Informal complaint Formal Complaint Of the issues that were raised: Fourteen (14) were managed as formal complaints. Of these, 13 were acknowledged within three working days with one taking five days to acknowledge. This equates to a 93% performance across the year. One (1) was redirected to another organisation for management, with the patient agreeing to contact NHS England directly to make a complaint about Primary Care. One (1) was outside of the NHS Complaints Regulations as it was concerning an organisation complaining about Continuing Healthcare (CHC) funding processes. This was managed within the established CHC processes. One (1) was an MP enquiry that the complaints team were unable to progress directly with the patient due to difficulties in contacting them. A response was, however, provided to the MP. The three other issues raised were from patients raising informal concerns or issues. Two of these were regarding CHC Funding Decision and one was regarding concerns about the respiratory services in Hartlepool. All of the issues falling outside of the formal complaints processes were responded to within established processes. Page 6 of 9
7 The fourteen formal complaints received by the CCG were made about the following organisations: 7 Complaints 13/14 by Organisation HaST CCG NEAS NTHFT Stockton Council TEWVFT The fourteen formal complaints received were categorised as follows: Complaint Category Late Ambulance 2 Appointments - 1 Access/Location Attitude of Medical staff 1 CHC Funding Decision 5 Clinical Care 2 Equipment 1 Expenses/Claim Problem 1 Operation - Adverse 1 Outcome Page 7 of 9
8 Not Upheld 3 Ongoing 3 Partially Upheld 1 Passed to CHC Appeals Process 2 Passed to Provider 4 Upheld 1 The fourteen complaints received had the following outcomes: Of the three complaints that are currently ongoing, two (2) relate to highly complex issues where NECS are co-ordinating responses from multiple organisations. One relates to a Serious Incident (SI) reported by North East Ambulance Service - the investigation report went to the HaST CCG SI Panel on 27 th June 2014 and the complaint will remain as ongoing until the outcome of the SI investigation is shared with the family. This report provides a breakdown only for complaints which come to the CCG or via the NECS complaints team directly as the majority of complaints would be made direct with service provider. The provider reports detailing trends, themes and lessons learned will be reviewed as part of that Provider Clinical Quality Review Group. 6. Complaints Themes, Significant Issues & Actions The following key themes or issues were identified: Continuing Healthcare The most significant theme arising from the issues managed by the NECS complaints team is that of CHC funding decisions and process. The largest number of formal complaints were made in this area, along with some informal concerns and issues. The issues that have arisen have been around effective communication with patients, adherence to the agreed CHC processes and the length of time taken to reach decisions on funding. These are themes that have been repeated across other CCG areas where the pressures on the CHC teams to clear the backlog of retrospective claims has had a clear impact on CHC funding decision-making timescales and process. Action Taken A Kaizen rapid improvement event was held to look at the overall management of CHC and specifically in the management of the issues that have arisen out of CHC complaints. Clear internal communication, clear external communication and processes that are understood and adopted by Page 8 of 9
9 all were the main areas identified for improvement. Agreed actions for continuous improvement are reviewed at 30, 60 and 90 day report out meetings with the Director sponsor and senior leads. Inappropriate use of the complaints process As a result of new organisational arrangements from 1 st April 2013, there were a number of issues raised with the CCG in 2013/14 that were passed to NECS to be managed through the complaints process that could have more appropriately been managed through alternative processes. As both the CCG and NECS have matured as organisations clarity about process has improved. Action Taken NECS have reorganised their complaints management function and have undertaken a review of internal processes to ensure that all issues are effectively managed through the most appropriate process. There were no other significant themes or trends identified within the issues that were raised with the CCG and NECS complaints team. Service improvement All complaints provide the CCG with quality information relating to patient and carer experience and as such are used to inform the commissioning of services. Complaints information is also triangulated with other sources of intelligence such as incident reports which is used to inform service improvements. Required of the Governing Body The Governing Body and requested to receive the report. Page 9 of 9
COMPLAINTS POLICY. Head of Complaints & Customer Service Improvement
COMPLAINTS POLICY POLICY REFERENCE NUMBER CP2 VERSION NUMBER 1 REPLACES SEPT DOCUMENT CP2 REPLACES NEP DOCUMENT CRP7 KEY CHANGES FROM PREVIOUS Not applicable VERSION AUTHOR Head of Complaints & Customer
More informationNHS England Complaints Policy
NHS England Complaints Policy 1 NHS England INFORMATION READER BOX Directorate Medical Operations Patients and Information Nursing Policy Commissioning Development Finance Human Resources Publications
More informationThe NHS Constitution
2 The NHS Constitution The NHS belongs to the people. It is there to improve our health and wellbeing, supporting us to keep mentally and physically well, to get better when we are ill and, when we cannot
More informationSources of evidence [note: you may reference other sources of evidence] Quarterly National Reporting Systems to the SHA on Waiting Times.
PATIENT RIGHTS/PLEDGES Rights/pledges/Actions 1. The NHS commits to provide convenient, easy access to services within waiting times set out in the Handbook to the. The Primary Care Trust has a process
More informationCOMPLAINTS /PALS MERTON CLINICAL COMMISSIONGING GROUP
COMPLAINTS /PALS MERTON CLINICAL COMMISSIONGING GROUP Annual Report 2016/17 1 Date Version Author Notes August 2017 One Chris Baker COMPLAINTS REPORT... 3 DEFINITION OF SERVICES... 3 COMPLAINTS AND PALS
More informationQuality and Governance Committee. Terms of Reference
Quality and Governance Committee Terms of Reference 1. Constitution 1.1 The Clinical Commissioning Group s Governing Body hereby resolves to establish a Committee of the Governing Body known as the Quality
More informationComplaints Policy and Procedure
Complaints Policy and Procedure NHS East and North Hertfordshire Clinical Commissioning Group Page 1 of 45 DOCUMENT CONTROL SHEET Document Owner: Document Author(s): Version: 1 Directorate: Nursing and
More informationParkbury House Surgery
Parkbury House Surgery Complaint Policy and Procedures St Peters Street, St Albans, Hertfordshire, AL1 3HD Tel: 01727 851589 Fax: 01727 854372 parkburyhouse.info@nhs.net; www.parkburyhouse.nhs.uk Version
More informationA concern means any complaint, claim or reported patient safety incident.
PUTTING THINGS RIGHT ANNUAL REPORT -2017 Introduction The Putting Things Right Annual Report provides information on the progress and performance of Powys Teaching Local Health Board (hereafter, the health
More informationNHS Constitution The NHS belongs to the people. This Constitution principles values rights pledges responsibilities
for England 8 March 2012 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 are
More informationBurton Hospitals NHS Foundation Trust POLICY DOCUMENT. On: 26 October Review Date: October Department Responsible for Review:
POLICY DOCUMENT Burton Hospitals NHS Foundation Trust COMPLAINTS POLICY AND PROCEDURE Approved by: Quality Committee On: 26 October 2017 Review Date: October 2020 Corporate / Division Corporate Clinical
More informationClinical Commissioning Group (CCG) Governing Body Meeting
Clinical Commissioning Group (CCG) Governing Body Meeting Date of Meeting: Agenda Item: Subject: Reporting Officer: Friday 21st September Paper 18(ii) Quality in the new health system - Maintaining and
More informationRaising Concerns or Complaints about NHS services
Raising Concerns or Complaints about NHS services Raising concerns and complaints A step by step guide Raising concerns and complaints Questions to ask yourself: 1. What am I concerned or dissatisfied
More informationNHS East and North Hertfordshire Clinical Commissioning Group. Quality Committee. Terms of Reference Version 4.0
NHS East and North Hertfordshire Clinical Commissioning Group Quality Committee Terms of Reference Version 4.0 1. Introduction 1.1 The Quality Committee (the committee) is established in accordance with
More informationComplaints, Compliments and Concerns (CCC) Policy
Complaints, Compliments and Concerns (CCC) Policy Central and North West London NHS Foundation Trust (CNWL) is committed to providing quality NHS services and adopting best practice in listening and responding
More informationComplaints Policy. Local Authority Social Services and NHS Complaints (England) Regulations Version: 2. Status: For approval
Complaints Policy Version: 2 Status: Title of originator/author: Name of responsible director: Approved by group/committee and Date: Effective date of issue: (1 month after approval date) For approval
More informationCUSTOMER CARE POLICY Compliments, Comments, Concerns and Complaints
CUSTOMER CARE POLICY Compliments, Comments, Concerns and Complaints Document reference number IML002 Status Approved Version number 5.0 Replacing/superseding policy or Customer Care Policy version 4.0
More informationAnnual Complaints Report 2014/15
Annual Complaints Report 2014/15 1.0 Introduction This report provides information in regard to complaints and concerns received by The Rotherham NHS Foundation Trust between 01/04/2014 and 31/03/2015.
More informationComplaints Management Policy
Complaints Management Policy Reference number: ELR Corporate 016 Title: Complaints Management Policy Version number: Version 5 (September 2016) Policy Approved by: Integrated Governance Committee Date
More informationReplacement. Supersedes: Complaints Procedure ( ) and the Patient Advice and Liaison Service Policy ( )
Corporate Complaints: Standard Operating Procedure Document Control Summary Status: Replacement. Supersedes: Complaints Procedure (28.10.10) and the Patient Advice and Liaison Service Policy (28.07.11)
More informationTHE ADULT SOCIAL CARE COMPLAINTS POLICY
THE ADULT SOCIAL CARE COMPLAINTS POLICY April 2009 Reviewed: January 2018 1 Cambridgeshire County Council Contents 1.0 Purpose Page 3 2.0 Principles Page 3 3.0 Accessing information about how to raise
More informationAn opportunity to improve
An opportunity to improve General practice complaint handling across England: a thematic review NHS England gateway number: 04829 Contents Foreword 4 Executive summary 6 Introduction 9 About feedback and
More informationAnnual Complaints Report 2017/2018
. Annual Complaints Report 2017/2018 CCG Information Reader Box Document Purpose CCG Website Link Title Author For information www.easterncheshireccg.nhs.uk NHS Eastern Cheshire Clinical Commissioning
More informationEnsuring our safeguarding arrangements act to help and protect adults TERMS OF REFERENCE AND GOVERNANCE ARRANGEMENTS
Ensuring our safeguarding arrangements act to help and protect adults TERMS OF REFERENCE AND GOVERNANCE ARRANGEMENTS April 2017 Contents Page 1. Purpose 2 2. Key Functions 2 3. Governance and Administrative
More informationChief. etc.) Which. t an. Have. you. outo. EquE. not? does ough. vides. ingg
Complaints and MPP En nquiries Reportt Quarterr 1 20/ /201 Governingg Bod dy meetingg Itemm 22ff 6 Octoberr 20 Author( (s) Michellee Johnson,, Complaints Manager Sponsor Penny Brooks, Chief Nurse Is your
More informationCQC Ratings Sheffield CCG Commissioned Services
CQC Ratings Sheffield CCG Commissioned Services Governing Body meeting 3 May 2018 Item 23n Author(s) Sponsor Director Purpose of Paper Grace Mhora, Quality Manager Mandy Philbin, Chief Nurse To provide
More informationNHS CONSTITUTION (MARCH 2013) RIGHTS AND PLEDGES TO PATIENTS AND THE PUBLIC
NHS CONSTITUTION (MARCH 2013) RIGHTS AND PLEDGES TO PATIENTS AND THE PUBLIC APPENDIX A Access to Health Services o Receive NHS services free of charge, apart from certain limited exceptions sanctioned
More informationPUBLIC SERVICES OMBUDSMAN WALES PROGRESS WITH CORRECTIVE ACTION PLANS. Assistant Director of Patient Safety & Quality
PUBLIC SERVICES OMBUDSMAN WALES PROGRESS WITH CORRECTIVE ACTION PLANS AGENDA ITEM 2.2 21 June 2011 Report of Paper prepared by Nurse Director Assistant Director of Patient Safety & Quality Executive Summary
More informationComplaints Annual Report 2014/15
Complaints Annual Report 2014/15 1. INTRODUCTION This is the complaints annual report for Hampshire Hospitals NHS Foundation Trust (HHFT) for the period 1 April 2014 to 31 March 2015. Hampshire Hospitals
More informationHealth and Safety Strategy
NHS Newcastle Gateshead Clinical Commissioning Group Health and Safety Strategy Document Status Equality Impact Assessment Document Ratified/Approved By Final No impact Quality, Safety and Risk Committee
More informationLearning to Get Better
LEARNING TO GET BETTER: An investigation by the Ombudsman into how public hospitals handle complaints Learning to Get Better Executive Summary and Recommendations An investigation by the Ombudsman into
More informationComplaints handling in NHS organisations
Complaints handling in NHS organisations August 2017 This document is designed for NHS organisations but has application for all public bodies and those providing services such as universities. It also
More informationComplaints policy RM07
Complaints policy RM07 Beware when using a printed version of this document. It may have been subsequently amended. Please check online for the latest version. Applies to: All service users Date of Board
More informationClinical Governance in NHS Tayside
Clinical Governance in NHS Tayside Making the difference beyond The Keogh Review a new assurance approach for Tayside Dr Andrew Russell Medical Director The shifting landscape of the past 12 months The
More informationComplaints Policy. Version: 4.2. Approved: 27/01/2015
Complaints Policy Policy Summary This policy and procedures exist to ensure that there are effective arrangements in place to be compliant with statutory obligations and ensure the process is open and
More informationAssociate Director of Patient Safety and Quality on behalf of the Director of Nursing and Clinical Governance
APPENDIX 5 BOARD OF DIRECTORS 18 JUNE 2014 Report to: Report from: Subject: Board of Directors Associate Director of Patient Safety and Quality on behalf of the Director of Nursing and Clinical Governance
More information2.1 This policy has due regard to the Housing Act 1996 and the Localism Act 2011.
POLICY: COMPLAINTS POLICY 1.0 Introduction 1.1 Thames Valley Housing is committed to providing a high quality service for its residents and working in an open and accountable way that builds trust and
More informationPARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN. Information Sharing Policy Sharing and Publishing information about NHS Complaints. Version 2.
PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN Information Sharing Policy Sharing and Publishing information about NHS Complaints Version 2.0 Page 1 of 8 Document Control Title: Policy Information Sharing
More informationParliamentary and Health Service Ombudsman. Complaints about the NHS in England: Quarter
Parliamentary and Health Service Ombudsman Complaints about the NHS in England: Quarter 1 2018-19 Contents Our role 3 The purpose of this report 3 Our data 3 Our process 3 Step one: initial checks 4 Step
More informationComplaints and Suggestions for Improvement Handling Procedure
Complaints and Suggestions for Improvement Handling Procedure Date of most recent review: 20 June 2013 Date of next review: August 2016 Responsibility: Quality Officer Approved by: Learning, Teaching and
More informationSponsoring director: Purpose: Decision Assurance For information Disclosable X Non-disclosable
TRUST BOARD (Public session) 23 MAY 2018 AGENDA ITEM 10 Report title: Thematic Review of Serious Incidents Report author(s): T Nicholls Acting Director of Clinical Quality & Improvement Sponsoring director:
More informationCan I Help You? V3.0 December 2013
Can I help you? Policy for the provision and management of patient feedback: comments, concerns or compliments, or complaints about NHS 24 and its services. Author: Patient Affairs Manager/ ADoN Clinical
More informationLessons Learnedfrom the Francis Report(February 2013) a summary of key messages
Lessons Learnedfrom the Francis Report(February 2013) a summary of key messages Agenda item 6.2 Purpose The purpose of this report is to advise the Care Inspectorate s Strategy and Performance Committee
More informationPatient Experience Strategy
Patient Experience Strategy 2013 2018 V1.0 May 2013 Graham Nice Chief Nurse Putting excellent community care at the heart of the NHS Page 1 of 26 CONTENTS INTRODUCTION 3 PURPOSE, BACKGROUND AND NATIONAL
More informationPOLICY FOR THE REPORTING AND MANAGEMENT OF COMPLAINTS, COMMENTS & CONCERNS
POLICY FOR THE REPORTING AND MANAGEMENT OF COMPLAINTS, COMMENTS & CONCERNS October 2017 Authorship: Patient Experience Manager, Directorate of Quality & Assurance, NLCCG Quality & Experience Manager, Directorate
More informationDRAFT - NHS CHC and Complex Care Commissioning Policy.
DRAFT - NHS CHC and Complex Care Commissioning Policy. 1. Introduction 1.1 This policy describes the way the following Clinical Commissioning Groups (CCGs) NHS Wirral Clinical Commissioning Group, NHS
More informationComplaints Handling. 27/08/2013 Version 1.0. Version No. Description Author Approval Effective Date. 1.0 Complaints. J Meredith/ D Thompson
Complaints Handling Procedure Version No. Description Author Approval Effective Date 1.0 Complaints Procedure J Meredith/ D Thompson Court (Jun 2013) 27 Aug 2013 27/08/2013 Version 1.0 Procedure for handling
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 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 informationMeeting of Bristol Clinical Commissioning Group Governing Body. Title: Bristol CCG Management of Serious Incidents Agenda Item: 17
Meeting of Bristol Clinical Commissioning Group Governing Body To be held on Tuesday 22 December 2015 commencing at 13:30 at the Greenway Centre, Doncaster Road, Bristol, BS10 5PY Title: Bristol CCG Management
More informationQuality and Safety Committee Terms of Reference
Approved May 2016 Quality and Safety Committee Terms of Reference 1. Constitution The Quality and Safety Committee is established as a sub-committee of The Hillingdon Hospitals NHS Foundation Trust (THH)
More informationHandling Organisational Complaints
Council meeting 12 January 2012 Public business Handling Organisational Complaints Purpose To report to the Council on the handling of organisational complaints for the period 27 September 2010 to 30 September
More informationTRUST BOARD 27 OCTOBER 2011 QUARTERLY CUSTOMER CARE REPORT
TRUST BOARD 27 OCTOBER 2011 QUARTERLY CUSTOMER CARE REPORT D Summary The Trust Board at its 28 July 2011 meeting (minute TB/11/192) approved a quarterly high level customer care report be developed for
More informationPUTTING THINGS RIGHT POLICY FOR THE EFFECTIVE MANAGEMENT AND RESOLUTION OF CONCERNS. Assistant Director Quality and Safety. Director of Nursing
PUTTING THINGS RIGHT POLICY FOR THE EFFECTIVE MANAGEMENT AND RESOLUTION OF CONCERNS Document Reference No: Version No: 1 PTHB / CP 007 Issue Date: December 2015 Review Date: October 2018 Expiry Date: December
More informationReview of Terms of Reference of Quality Assurance Committee
Review of Terms of Reference of Quality Assurance Committee Governing Body meeting 3 May 2018 H Author(s) Sponsor Director Purpose of Paper Sue Laing, Corporate Services Risk and Governance Manager Mandy
More informationStaffordshire and Stoke on Trent Adult Safeguarding Partnership Board Safeguarding Adult Reviews (SAR) Protocol
Staffordshire and Stoke on Trent Adult Safeguarding Partnership Board Safeguarding Adult Reviews (SAR) Protocol SAR Process July 2014 (revised August 2017) Page 1 Contents 1. Introduction 2. Criteria 3.
More informationRegulation 5: Fit and proper persons: directors
Regulation 5: Fit and proper persons: directors Information for providers of adult social care, primary medical and dental care, and independent healthcare March 2015 The Care Quality Commission is the
More informationNHS Continuing Healthcare and Joint Packages of Health and Social Care Services Commissioning Policy
NHS Continuing Healthcare and Joint Packages of Health and Social Care Services Commissioning Policy Version History: Version Date Author Reason for change 0.1 3.4.17 Rosa Waddingham based on West Suffolk
More informationWandsworth CCG. Continuing Healthcare Commissioning Policy
Wandsworth CCG Continuing Healthcare Commissioning Policy Document Control Title Originator/author: Approval Body Wandsworth CCG Continuing Healthcare Commissioning Policy Alison Kirby / Munya Nhamo Wandsworth
More informationLearning from Deaths Policy. This policy applies Trust wide
Learning from Deaths Policy This policy applies Trust wide Document control page Name of policy Learning from Deaths Policy Names of linked Learning from Deaths Procedure procedures Accountable Medical
More informationVision 3. The Strategy 6. Contracts 12. Governance and Reporting 12. Conclusion 14. BCCG 2020 Strategy 15
Bedfordshire Clinical Commissioning Group Quality Strategy 2014-2016 Contents SECTION 1: Vision 3 1.1 Vision for Quality 3 1.2 What is Quality? 3 1.3 The NHS Outcomes Framework 3 1.4 Other National Drivers
More informationNHS Isle of Wight Clinical Commissioning Group: Governing Body
NHS Isle of Wight Clinical Commissioning Group: Governing Body Date of Meeting: 21 March 2013 Agenda Item: 7.1 Paper number: GB13/027 RESPONSE TO THE FRANCIS REPORT Sponsor: Dr John Partridge, Clinical
More informationCOMPLAINTS MANAGEMENT PROCEDURE
COMPLAINTS MANAGEMENT PROCEDURE The key messages the reader should note about this document are: 1. All complaints received either in writing or done verbally should be forwarded onto the Complaints team
More informationComplaints and Concerns Annual Report. Garry Perry - Patient Relations Manager
ENC No. 11 Meeting Trust Board Date 27 August 2015 Title of Paper Lead Director Author Complaints and Concerns Annual Report Amir Khan Medical Director Garry Perry - Patient Relations Manager PURPOSE OF
More informationWOLVERHAMPTON CLINICAL COMMISSIONING GROUP QUALITY & SAFETY COMMITTEE
Wolverhampton Clinical Commissioning Group WOLVERHAMPTON CLINICAL COMMISSIONING GROUP QUALITY & SAFETY COMMITTEE Minutes of the Quality and Safety Committee Meeting held on Tuesday 12 th May 2015 Commencing
More informationConsumer Complaints Management and Resolution Policy
Policy Consumer Complaints Management and Resolution Policy Please note this policy is mandatory and staff are required to adhere to the content Summary This policy articulates the DECD Complaints Management
More informationKEY AREAS OF LEARNING FROM THE FRANCIS REPORT
KEY AREAS OF LEARNING FROM THE FRANCIS REPORT The public inquiry provided detailed and systematic analysis of what contributed to the failings in care at Mid Staffordshire NHS Foundation Trust. It identified
More informationCOMPLAINTS, CONCERNS and COMPLIMENTS POLICY
COMPLAINTS, CONCERNS and COMPLIMENTS POLICY 2017-2019 V 4 May 2017 Version: 4 Ratified by: Date ratified: Name of originator/author: Name of lead: Date issued/published: Stephen Hendry, Senior Corporate
More informationNHMC. Homecare Medicines Services: National Homecare Medicines Committee. History
NHMC National Homecare Medicines Committee Homecare Medicines Services: History Version Date Reason for change Person responsible for change V1 12/06/2018 New NHMC RPS Handbook for Homecare Services -
More informationPage 1 of 18. Summary of Oxfordshire Safeguarding Adults Procedures
Page 1 of 18 Summary of Oxfordshire Safeguarding Adults Procedures Page 2 of 18 Introduction This part of the procedures sets out clear expectations regarding the standards roles and responsibilities of
More informationLearning from Deaths Policy A Framework for Identifying, Reporting, Investigating and Learning from Deaths in Care.
Learning from Deaths Policy A Framework for Identifying, Reporting, Investigating and Learning from Deaths in Care. Associated Policies Being Open and Duty of Candour policy CG10 Clinical incident / near-miss
More informationPatient Experience Strategy
Patient Experience Strategy Published: June 2017 Find us online at cornwallft 1.Introduction At Cornwall Partnership NHS Foundation Trust (CFT) we believe in delivering high quality care. We care deeply
More informationMedicines Optimisation Patient Safety And Medication Safety. Dr David Cousins Associate Director Medication Safety and Medical Devices
Medicines Optimisation Patient Safety And Medication Safety Dr David Cousins Associate Director Medication Safety and Medical Devices The key elements of medicines optimisation is patient centred; makes
More informationMaking a complaint about UK Government services
Making a complaint about UK Government services The Parliamentary Ombudsman can carry out independent investigations into complaints about government departments and other public organisations. We would
More informationInvestigation into NHS continuing healthcare funding
Report by the Comptroller and Auditor General Department of Health and NHS England Investigation into NHS continuing healthcare funding HC 239 SESSION 2017 2019 05 JULY 2017 Our vision is to help the nation
More informationYour Guide to the proposed NHS Constitution
Your Guide to the proposed NHS Constitution I like to feel that I am making a difference We want to start looking after our own health Everybody should be treated as an individual It s your NHS. Know your
More informationPersonal Budgets and Direct Payments
Personal Budgets/Direct Payments Date of resource : April 20 Page 1 of Learning Aims The learning aims of this briefing are to enable you to 1 Understand how personal budgets can be requested for special
More informationComplaints and Concerns Policy
EQUALITY IMPACT The Trust strives to ensure equality of opportunity for all both as a major employer and as a provider of health care. This policy has therefore been equality impact assessed by the Quality
More informationRCGP Summary The Francis Report, February 2013
RCGP Summary The Francis Report, February 2013 Overview Published on Wednesday 6 th February 2013, the final report of the Francis Inquiry into failures of care at Mid Staffordshire NHS Foundation Trust
More informationPatient Experience Policy
Teamwork Innovation Professionalism Caring Patient Experience Policy Complaints Concerns Healthcare Professional Feedback Compliments/Commendations Version: 3.0 Policy Lead: Head of Patient Experience
More informationRequest under the Freedom of Information Act 2000 (the FOI Act )
14 November 2017 By email Wellington House 133-155 Waterloo Road London SE1 8UG T: 020 3747 0000 E: nhsi.enquiries@nhs.net W: improvement.nhs.uk Dear Request under the Freedom of Information Act 2000 (the
More informationThis complaints policy and procedure applies to the Herefordshire Housing Group which includes its subsidiary, Independence Trust
This complaints policy and procedure applies to the Herefordshire Housing Group which includes its subsidiary, Independence Trust COMPLAINTS PROCEDURE Aims The aims of the Complaints Procedure are: To
More informationHopwood Medical Centre Huntley Mount Medical Centre, Huntley Mount Road, Bury, Lancashire BL9 6JA. Tel:
Hopwood Medical Centre Huntley Mount Medical Centre, Huntley Mount Road, Bury, Lancashire BL9 6JA. Tel: 01706 369886 WE OPERATE A PRACTICE COMPLAINTS PROCEDURE AS PART OF THE NHS SYSTEM FOR DEALING WITH
More informationReview of Respite Services for People with Learning Disabilities and Complex Needs. Newsletter 2017
Review of Respite Services for People with Learning Disabilities and Complex Needs Hartlepool and Stockton-on-Tees Clinical Commissioning Group and South Tees Clinical Commissioning Group (CCGs), would
More informationStandards conduct, accountability
Standards of conduct, accountability and openness Standards of conduct, accountability and openness Throughout this document: members refers to all members of a board the Chair, the non-executives, the
More informationNHS Constitution summary of rights and responsibilities
NHS Constitution summary of rights and responsibilities The Health Act 2009 which received Royal Assent in November 2009, places a legal responsibility upon all providers and commissioners of NHS care
More informationQuality Accounts: Corroborative Statements from Commissioning Groups. Nottingham NHS Treatment Centre - Corroborative Statement
Quality Accounts: Corroborative Statements from Commissioning Groups Quality Accounts are annual reports to the public from providers of NHS healthcare about the quality of services they deliver. The primary
More informationPublic Trust Board Meeting 22 November 2011
Public Trust Board Meeting 22 November 2011 Title Lessons Learned Report Paper Ref 12 PURPOSE (X) Information Strategic Aim Business Plan Objective Approval Decision X 1.2, 3 Assurance X Discussion Purpose
More informationCCG CO21 Continuing Healthcare Policy on the Commissioning of Care
Corporate CCG CO21 Continuing Healthcare Policy on the Commissioning of Care Version Number Date Issued Review Date V1 28 04 15 29 April 2015 April 2016 Prepared By: Head of Quality & Patient Safety Consultation
More informationGuide to the Continuing NHS Healthcare Assessment Process
Guide to the Continuing NHS Healthcare Assessment Process Continuing NHS Healthcare (CHC) is a package of care arranged and funded solely by the NHS, where it has been assessed that the person s primary
More informationSafeguarding Adults Reviews Protocol
Staffordshire and Stoke on Trent Adult Safeguarding Partnership Board Safeguarding Adults Reviews Protocol July 2016 SAR Process July 2014 (revised July 2016) Page 1 Contents 1. Introduction 2. Criteria
More informationSection 132 of the Mental Health Act 1983 Procedure for Informing Detained Patients of their Legal Rights
Section 132 of the Mental Health Act 1983 Procedure for Informing Detained Patients of their Legal Rights DOCUMENT CONTROL: Version: 11 Ratified by: Mental Health Legislation Sub Committee Date ratified:
More informationUoA: Academic Quality Handbook
UoA: Academic Quality Handbook UNIVERSITY OF ABERDEEN COMPLAINT HANDLING PROCEDURE 1 POLICY The University is committed to providing a high level of service to students, applicants, graduates, and members
More informationQUALITY STRATEGY
NHS Nene and NHS Corby Clinical Commissioning Groups QUALITY STRATEGY 2017-2021 Approved: By the Joint Quality Committee on 11 April 2017 Ratified: By the NHS Corby Clinical Commissioning Group on 25 April
More informationALLOCATION OF RESOURCES POLICY FOR CONTINUING HEALTHCARE FUNDED INDIVIDUALS
ALLOCATION OF RESOURCES POLICY FOR CONTINUING HEALTHCARE FUNDED INDIVIDUALS APPROVED BY: South Gloucestershire Clinical Commissioning Group Quality and Governance Committee DATE Date of Issue:- Version
More informationSerious Incident Management Policy
Serious Incident Management Policy Standard Operating Procedure Version Version 2 Implementation Date 01 November 2017 Review Date 31 October 2019 St Helens CCG Serious Incident Management Policy Approved
More informationCrest Healthcare Limited - 10 Oak Tree Lane
Crest Healthcare Limited Crest Healthcare Limited - 10 Oak Tree Lane Inspection report Selly Oak Birmingham West Midlands B29 6HX Tel: 01214141173 Website: www.cresthealthcare.co.uk Date of inspection
More informationBriefing: Quality governance for housing associations
25 March 2014 Briefing: Quality governance for housing associations Quality and clinical governance in housing, care and support services Summary of key points: This paper is designed to support housing
More informationThe Integrated Support and Assurance Process (ISAP): guidance on assuring novel and complex contracts
The Integrated Support and Assurance Process (ISAP): guidance on assuring novel and complex contracts Part A: Introduction Published by NHS England and NHS Improvement August 2017 First published: Friday
More informationMEMORANDUM OF UNDERSTANDING
MEMORANDUM OF UNDERSTANDING Memorandum of Understanding Co-Commissioning Between NHS England Lancashire And South Cumbria And Clinical Commissioning Groups 1 Memorandum of Understanding (MoU) for Primary
More information