A concern means any complaint, claim or reported patient safety incident.

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "A concern means any complaint, claim or reported patient safety incident."

Transcription

1 PUTTING THINGS RIGHT ANNUAL REPORT Introduction The Putting Things Right Annual Report provides information on the progress and performance of Powys Teaching Local Health Board (hereafter, the health board) in their management of concerns during Background The NHS (Concerns, Complaints and Redress Arrangements) (Wales) Regulations 2011 (hereafter, the Regulations ) that apply to all Welsh NHS bodies, primary care providers and independent providers in Wales, providing NHS funded care were introduced in April Since this time, work has progressed to put in place an integrated approach for people to raise concerns. A concern means any complaint, claim or reported patient safety incident. Arrangements in place for dealing with concerns Strategic oversight and arrangements for the handling and investigation of concerns The strategic oversight for concerns rests with Rhiannon Jones, Executive Director of Nursing. The arrangements for managing concerns is supported by a Senior Investigations Manager (Assistant Director of Quality & Safety) with responsibility for overseeing a team of two staff members, the Senior Manager Putting Things Right and Patient Experience/ Concerns Officer, who deal with concerns on a day-to-day basis. The Senior Manager Putting Things Right post was vacant from mid July 2015 until 3 October. As a result, the Health Board have operated with one staff member less for over half the period of Independent scrutiny, governance and reporting arrangements The Putting Things Right Redress Panel (hereafter known as the Panel ) provide independent scrutiny of the management of concerns, and remain accountable to the Executive Team. The Chair is required to provide quarterly reports to the Executive Team and assurance to the Quality and Safety Committee. Procedure for the Handling and Investigation of Concerns

2 Following the review and assessment of the management of concerns by the Welsh Risk Pool Services and Internal Audit earlier in the year, an improvement action plan was developed to strengthen existing processes for dealing with concerns. The main areas of improvement related to: Compliance with timescales. Detail provided in acknowledgement letters to include information about the terms of reference of the investigation. Improvement in holding letters and ongoing communication. Template letters should be used to ensure consistency and compliance with the content requirements. The detail and tone of the letters was noted as generally good but let down by the conclusions. The key area for improvement for the Health Board is to ensure that qualifying liability is clearly explained and is applied to the facts in all responses. It is very important when dealing with a Regulation 24 response (save for those where the financial value is likely to exceed the threshold) that all issues have been clarified as this is meant to be a final response. The L&RS template wording explaining qualifying liability should be used in all Regulation 24, 26 and 33 responses. There is a need to define informal and provide some appropriate guidance on management and recording of information and outcomes on Datix. It is important that everything is uploaded and recorded on Datix so that the concern raised and response outcome achieved are clear Given the issue with timeliness of receipt to conclusion, the Health Board may wish to consider increasing the timescales for responding to informal concerns, which albeit being outside guidance but maybe more realistic and in line with the Evans review. During the start of -2017, support was provided to the Concerns department by solicitors from NHS Wales Legal and Risk Services. Their expertise and experience informed more timely responses and reinforcement of the expected standards in accordance with the Regulations alongside improved compliance with the content requirements of responses. Since October the Senior Manager Putting Things Right post has been filled by a qualified solicitor adding support and expertise to the team. The main changes that have occurred as a result of the improvement plan and actions taken include: Clearance of the back log of concerns outside expected timeframes for responses Proactive management of all concerns, including regular review of all compensation claims A move to electronic reporting and recording of all concerns Increased knowledge and use of the Datix system Development of Intelligence Focused Online Reporting (IFOR) systems for tracking compliance with the regulations timeframes and number of concerns per month.

3 Templates for responses strengthened to take account of guidance and ensuring the content reflects the expected standard Improvements in the standard of investigations Investigation officers providing draft responses to concerns Structure for sharing of lessons via the Patient Experience Steering Group Training programme for staff on Datix, and their attendance recorded via Electronic Staff Records Putting Things Right Redress Panel Where the investigation of a concern concludes there has been a breach of duty the case is presented to the Putting Things Right Redress Panel. The Panel are required to consider whether redress applies in situations where a patient may have been harmed and the harm was caused during care provided by Powys Teaching Health Board or in relation to care commissioned from other providers on their behalf in other parts of the United Kingdom. Redress can be the giving of an explanation, a written apology, the offer of financial compensation and / or remedial treatment, on the understanding that the person will not pursue the same through civil proceedings. The redress panel met on 7 occasions during This in an increase on last year following the schedule of meeting dates being an identified area for improvement going forward to ensure proactive and timely management of concerns to conclusion for patients and their families. A total of 10 cases were considered resulting in: 1 case confirmed breach of duty but no causation 1 case confirmed breach of duty and resulting causation 2 cases confirmed breach of duty but causation requires further investigation 2 cases where external expert reports were obtained An apology was offered in 4 cases No cases resulted in remedial treatment 3 cases are ongoing Concerns Statistics Informal Concerns (Complaints) These are commonly termed on the spot concerns, and are normally resolved within 5 working days. A total of 80 informal concerns were raised in -2017, six were dealt with outside of the 5 working days. Review of these concerns indicated that one was an informal concern which transferred to a formal concern. Tracking of concerns moving from informal to formal will be strengthened in Two informal concerns were resolved by facilitation of a meeting with the clinician resulting in a delay in closure. One informal concern remained open to ascertain the scope of the concerns to respond to and one remained opened awaiting further contact from the complainant. Further work on the tracking of informal concerns will be prioritised in Formal Concerns (Complaints)

4 During the Health Board received 246 formal concerns; 190 relating to services provided by Powys Teaching Health Board, the remaining 56 relating to commissioned provider services. While this appears to be an increase in total concerns this is a reflection of the improvement in tracking concerns which are re-opened. The figures for previous years did not adequately reflect this. Concern s may be re-opened if a complainant returns to the health board following withdrawal of concern, if unsatisfied with improvements made to the service following an initial complaint or if an informal concern is re-opened as a formal matter at the complainant s request. Total number of Total Number of Total Informal Concerns Formal Concerns Table 1: Services provided by Powys Teaching Health Board Timeframes for Responding to Formal Concerns Number /17 Number 2015/16 Number 2014/15 Total Concerns No of concerns responded to within 30 working days of receipt Within a period exceeding 30 working days but within 6 months of receipt A period exceeding 6 months of receipt Withdrawn/ Not pursued Table 2: Timeframes for responding to concerns. Please note some concerns remain ongoing. Significant work has been undertaken to improve the response times for formal concerns which will not be realised until the following year. During /17 extensive review of the data has taken place, the outcome of which cannot be compared with previous years reported progress. 94% of concerns were acknowledged within 2 working days 63% of concerns managed and responded to within 30 working days 37% of concerns managed and responded to within 30 working days and 6 months Less than 1% of concerns managed and responded to within 6 to 123

5 months Less than 1% of concerns managed and responded to over 12 months Some of the concerns in the three latter categories generally take longer due to the complexity of the cases. These are currently subject to further analysis to ensure they have been assessed accurately as capable of management outside of the 30 working days Total Concern s Open Table 3: Concerns still open at end of each month by number of days waiting. Please note that some concerns are ongoing and data taken from IFOR includes informal concerns, redress and Public Service Ombudsman referrals. Referrals to the Public Services Ombudsman for Wales It was evident in reviewing the number of cases referred to the Public Services Ombudsman for Wales (PSOW) for 2015-, the data recording systems were inadequate and did not appear to capture all the referred cases. This has been strengthened during the year through the use of the Datix system, whereby all cases referred to the PSOW offices or cases where information is sought from the PSOW in response to a complaint they receive, is now recorded via the Datix system. In relation to complaints there has been 5 referrals to the PSOW of which only one was partially upheld. This related to dental services provided to children and it was recommended the dental practice use this case for learning and training in relation to preventative treatment for children. The practice has fully agreed with the findings by the PSOW. Themes, trends and any key issues emerging from Concerns The key areas of concerns reported are summarised below: Type of concern / / /15 Access, Admission, Transfer, Discharge

6 Clinical assessment (including diagnosis, scans, 2 tests, assessments) 7 6 Consent, confidentiality or communication Discharge 8 Disruptive, aggressive behaviour (patient to patient) 1 1 Documentation (including records, identification) 2 2 Infection Control 0 0 Implementation of care or ongoing monitoring/review Infrastructure or resources (staffing, facilities, 7 environment) 4 10 Medical device/equipment 1 0 Medication Patient abuse (by staff / third party) 0 0 Patient accident 0 1 Treatment, procedure Privacy and dignity 1 1 Attitude of Staff Appointments (delay / cancellation) Concerns handling 0 0 Other 9 6 Not coded No data 40 No data Lessons Learnt An area of improvement throughout was learning from concerns and the wider sharing of lessons. Although there has been an emphasis on learning, it is recognised further work is required to ensure that Powys has a robust infrastructure that supports and demonstrates learning has taken place and change has occurred. The Patient Experience Steering Group has a lessons learned report provided at each meeting identifying areas of good practice (locally and nationally), areas of deficit requiring action and any emerging themes, ensuring spread, learning and improvement. Our Patient Experience Strategy emphasises the importance of learning from concerns, recognised as a key source of patient feedback alongside patient surveys and experience, as a way of identifying areas for improvement and supporting lesson learning from areas that are performing well. Below are examples of learning from concerns: The purchase of additional privacy screens and identification of a cubicle for privacy to support dignified care for patients attending the leg club. Physiotherapy services have recruited permanent staffing to reduce reliance on locum staff. Learning from concerns and patient experience has also been used to improve the system for offering physiotherapist appointments.

7 Learning from concerns raised with regard to transport issues has included staff training to ensure all staff learn the importance of adopting a professional approach when dealing with people over the telephone and in person, for example communicating clearly the mobility status of a patient when booking ambulance transport. Employment of more staff who are trained to provide treatment for ear wax. District nurse team to use wound care charts to support them in their assessment and treatment of wounds, in addition to clear communication with relatives and carers. The introduction of a Carers clinic in the south locality with further support communication for carers. Proactive working with commissioners to ensure patients are seen within waiting times. Administration staff at Brecon War Memorial Hospital have introduced a system to ensure all telephone calls regarding confirmation of planned procedures are logged within the department and cross checked against current waiting lists. Conclusion and priorities for improvement During the Concerns Team worked with one less senior staff member for the majority of the year. The Team is now fully staffed and it is anticipated that the pace of change will improve. The processes and systems for managing concerns have improved and the back log of concerns has been cleared but not all the benefits have been realised in this year. However, moving forward there is a firm infrastructure, electronic working is the norm and the robustness of the strengthened systems and processes provides increased assurance in respect of the management of concerns. At the outset of the year the key areas of improvement going forward into were noted as: Improve the recording of grading for all concerns; Improve the recording of Public Services Ombudsman for Wales referrals All staff to focus on learning from concerns and contribute to improvement in organisation wide sharing of lessons; Development of a training programme for staff on dealing with concerns, to include investigation skills, drafting of responses, and others skills as needs dictate; Improve the timely management of informal concerns All concerns are now graded at the outset and in respect of concerns graded as moderate or severe harm patients are advised at the outset that the nature of the concern may require a more detailed investigation exceeding the 30 days concerns response time and kept up to date with the progress.

8 All Public Service Ombudsman for Wales referrals are logged and tracked on datix. A lessons learned report is provided to Patient Experience Steering Group to contribute to the sharing of lessons. A training programme is under development and the team has contributed to the investigation report writing training day provided by the Royal College of Nursing. The team has also contributed to a Pressure Ulcer Study Day setting out the lessons learned. Further improvements are underway in respect of timely responses to informal concerns and the Putting Things Right policy in this respect has been reviewed. Looking forward to 2017/18 the priority will be to build upon the work already undertaken and developed detailed grading, analysis and lessons learned from concerns raised.

PUTTING 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. 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 information

Complaints, Compliments and Concerns (CCC) Policy

Complaints, 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 information

Putting Things Right Policy. Procedure for the Management Of Public Service Ombudsman for Wales Investigations

Putting Things Right Policy. Procedure for the Management Of Public Service Ombudsman for Wales Investigations Aneurin Bevan Health Board Putting Things Right Policy Procedure for the Management Of Public Service Ombudsman for Wales Investigations N.B. Staff should be discouraged from printing this document. This

More information

The investigation of a complaint by Mr D against Cwm Taf University Health Board. A report by the Public Services Ombudsman for Wales Case:

The investigation of a complaint by Mr D against Cwm Taf University Health Board. A report by the Public Services Ombudsman for Wales Case: The investigation of a complaint by Mr D against Cwm Taf University Health Board A report by the Public Services Ombudsman for Wales Case: 201604327 Contents Page Introduction 1 Summary 2 The complaint

More information

The NHS Scotland Complaints Handling Procedure. NHS Highland

The NHS Scotland Complaints Handling Procedure. NHS Highland The NHS Scotland Complaints Handling Procedure NHS Highland April 2017 National Health Service Scotland Complaints Handling Procedure Foreword Our complaints handling procedure reflects NHS Highland commitment

More information

THE ADULT SOCIAL CARE COMPLAINTS POLICY

THE 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 information

NHS England Complaints Policy

NHS 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 information

KEY AREAS OF LEARNING FROM THE FRANCIS REPORT

KEY 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 information

Can I Help You? V3.0 December 2013

Can 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 information

Replacement. Supersedes: Complaints Procedure ( ) and the Patient Advice and Liaison Service Policy ( )

Replacement. 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 information

The Social Work Model Complaints Handling Procedure

The Social Work Model Complaints Handling Procedure The Social Work Model Complaints Handling Procedure Issued: December 2016 Scottish Public Services Ombudsman The Social Work Model Complaints Handling Procedure I 2 The Social Work Model Complaints Handling

More information

NHS CHOICES COMPLAINTS POLICY

NHS 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 information

PUBLIC SERVICES OMBUDSMAN WALES PROGRESS WITH CORRECTIVE ACTION PLANS. Assistant Director of Patient Safety & Quality

PUBLIC 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 information

Complaints and Adverse Events Manager Position Description

Complaints and Adverse Events Manager Position Description Date : May 2016 Job Title : Complaints and Department : Corporate Quality Location : All Waitemata DHB sites (main office at NSH site) Reporting To : Quality and Risk Manager Direct Reports : Nil Functional

More information

Northern Ireland Social Care Council Quality Assurance Framework for Education and Training Regulated by the Northern Ireland Social Care Council

Northern Ireland Social Care Council Quality Assurance Framework for Education and Training Regulated by the Northern Ireland Social Care Council Northern Ireland Social Care Council Quality Assurance Framework for Education and Training Regulated by the Northern Ireland Social Care Council Approval, Monitoring, Review and Inspection Arrangements

More information

Complaints Policy. Version: 4.2. Approved: 27/01/2015

Complaints 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 information

Corporate. Visitors & VIP s Standard Operating Procedure. Document Control Summary. Contents

Corporate. Visitors & VIP s Standard Operating Procedure. Document Control Summary. Contents Corporate Visitors & VIP s Standard Operating Procedure Document Control Summary Status: Version: Author/Owner: Approved by: Ratified: Related Trust Strategy and/or Strategic Aims Implementation Date:

More information

General Dental Council and General Medical Council initial stages audit review

General Dental Council and General Medical Council initial stages audit review Council, 6 February 2013 General Dental Council and General Medical Council initial stages audit review Executive summary and recommendations Introduction The HCPC Fitness to Practise Department undertakes

More information

Complaints and Suggestions for Improvement Handling Procedure

Complaints 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 information

Performance Evaluation Report Pembrokeshire County Council Social Services

Performance Evaluation Report Pembrokeshire County Council Social Services Performance Evaluation Report 2013 14 Pembrokeshire County Council Social Services October 2014 This report sets out the key areas of progress and areas for improvement in Pembrokeshire County Council

More information

Libra Domiciliary Care Ltd

Libra Domiciliary Care Ltd Libra Domiciliary Care Ltd Libra Domiciliary Care Ltd Inspection report 23-31 Vittoria Street Birmingham West Midlands B1 3ND Tel: 01212368822 Date of inspection visit: 01 August 2017 08 August 2017 Date

More information

12. Safeguarding Enquiries: Responding to a Concern

12. Safeguarding Enquiries: Responding to a Concern 12. Safeguarding Enquiries: Responding to a Concern 1 12.1 Statutory Safeguarding Enquiries Section 42 Councils are required by law to carry out safeguarding enquiries for those individuals who meet the

More information

The aim of this report is to provide the Borders NHS Board with an overview of progress in the areas of Safe, Effective and Person Centred Care.

The aim of this report is to provide the Borders NHS Board with an overview of progress in the areas of Safe, Effective and Person Centred Care. Borders NHS Board CLINICAL GOVERNANCE AND QUALITY REPORT Aim The aim of this report is to provide the Borders NHS Board with an overview of progress in the areas of Safe, Effective and Person Centred Care.

More information

Agreement between: Care Quality Commission and NHS Commissioning Board

Agreement between: Care Quality Commission and NHS Commissioning Board Agreement between: Care Quality Commission and NHS Commissioning Board January 2013 1 Joint Statement This agreement sets out the strategic intent and commitment for the Care Quality Commission (CQC) and

More information

SCHOOL COMPLAINTS POLICY AND PROCEDURES

SCHOOL COMPLAINTS POLICY AND PROCEDURES SCHOOL COMPLAINTS POLICY AND PROCEDURES Updated: September 2016 Review: September 2019 This Policy is founded within our School ethos which provides a caring, friendly and safe environment for all members

More information

Complaints Management Policy

Complaints Management Policy Complaints Management Policy Policy Reference Number CMP001 Status Ratified Version 9 Implementation Date January 2002 Publication date June 2017 Current/Last Review Dates Dec 2006, Nov 2008, June 2009,

More information

Managed Practices. A Useful Guide for Local Health Boards.

Managed Practices. A Useful Guide for Local Health Boards. Managed Practices A Useful Guide for Local Health Boards 1 Contents 1. Managed Practices 2. The Beginning 2.1 Handover Strategy 2.1.1 There are several very real scenarios that could result in Managed

More information

ADVOCATES CODE OF PRACTICE

ADVOCATES CODE OF PRACTICE ADVOCATES CODE OF PRACTICE Owner: Liz Fenton, Strategic Services Delivery Manager Approver: Management Team Date Document Version Draft/Final Distribution Comment 04/2006 1.0 Final All 12/2010 2.0 Final

More information

Learning from Deaths Policy LISTEN LEARN ACT TO IMPROVE

Learning from Deaths Policy LISTEN LEARN ACT TO IMPROVE Learning from Deaths Policy LISTEN LEARN ACT TO IMPROVE EQUALITY IMPACT The Trust strives to ensure equality and opportunity for all, both as a major employer and as a provider of health care. This policy

More information

The University of Edinburgh Complaint Handling Procedure

The University of Edinburgh Complaint Handling Procedure University of Edinburgh Complaint Handling Procedure April 2016 P a g e 1 The University of Edinburgh Complaint Handling Procedure April 2016 University of Edinburgh Complaint Handling Procedure April

More information

Learning 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. 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 information

AGENDA ITEM 17b Annex (i)

AGENDA ITEM 17b Annex (i) QUALITY AND PATIENT SAFETY COMMITTEE Minutes of the meeting held on 10 th April 2014 Welsh Health Specialised Services Committee Offices Unit 3a, Van Road Caerphilly Business Park Caerphilly CF83 3ED Present

More information

Complaints and Concerns Policy

Complaints 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 information

NRLS organisation patient safety incident reports: commentary

NRLS organisation patient safety incident reports: commentary NRLS organisation patient safety incident reports: commentary March 2018 We support providers to give patients safe, high quality, compassionate care within local health systems that are financially sustainable.

More information

Guide to the Continuing NHS Healthcare Assessment Process

Guide 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 information

Complaints Sanctuary Students Procedure SS/LW0315/CP. Sanctuary Group:

Complaints Sanctuary Students Procedure SS/LW0315/CP. Sanctuary Group: Subject/Title: Complaints Procedure Sanctuary Students Business Function: Complaints Procedure Sanctuary Students Author(s): Operations/Accommodation Manager Other Contributors: Director of Operational

More information

Complaints policy RM07

Complaints 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 information

Making a complaint in the independent healthcare sector. A guide for patients

Making a complaint in the independent healthcare sector. A guide for patients Contents 1. Introduction pages 3 5 2. Local Resolution Stage One pages 6 8 3. Complaints Review Stage Two page 9 4. Independent External Adjudication Stage Three pages 10 11 2 The Patients Association

More information

Nightingales Home Care

Nightingales Home Care Nightingale's Care (Gloucester) Limited Nightingales Home Care Inspection report Unit C1, Spinnaker House Spinnaker Road, Hempsted Gloucester Gloucestershire GL2 5FD Tel: 01452310314 Website: www.homecare.nightingales.co.uk

More information

Sources of evidence [note: you may reference other sources of evidence] Quarterly National Reporting Systems to the SHA on Waiting Times.

Sources 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 information

This policy is intended to ensure that we handle complaints fairly, efficiently and effectively.

This policy is intended to ensure that we handle complaints fairly, efficiently and effectively. Introduction 1.1 Purpose This policy is intended to ensure that we handle complaints fairly, efficiently and effectively. Our complaint management system is intended to: enable us to respond to issues

More information

Learning from adverse events. Learning and improvement summary

Learning from adverse events. Learning and improvement summary Learning from adverse events Learning and improvement summary November 2014 Healthcare Improvement Scotland 2014 Published November 2014 You can copy or reproduce the information in this document for use

More information

Annual review of performance 2016/17. General Osteopathic Council

Annual review of performance 2016/17. General Osteopathic Council Annual review of performance 216/17 General Osteopathic Council About the Professional Standards Authority The Professional Standards Authority for Health and Social Care 1 promotes the health, safety

More information

NHS Constitution The NHS belongs to the people. This Constitution principles values rights pledges responsibilities

NHS 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 information

Page 1 of 18. Summary of Oxfordshire Safeguarding Adults Procedures

Page 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 information

INVESTIGATION UNDER SECTION 17 OF THE WELSH LANGUAGE ACT Betsi Cadwaladr University Local Health Board

INVESTIGATION UNDER SECTION 17 OF THE WELSH LANGUAGE ACT Betsi Cadwaladr University Local Health Board INVESTIGATION UNDER SECTION 17 OF THE WELSH LANGUAGE ACT 1993 Betsi Cadwaladr University Local Health Board Background The main aim of the Welsh Language Commissioner, an independent role created in accordance

More information

Methods: Commissioning through Evaluation

Methods: Commissioning through Evaluation Methods: Commissioning through Evaluation NHS England INFORMATION READER BOX Directorate Medical Operations and Information Specialised Commissioning Nursing Trans. & Corp. Ops. Commissioning Strategy

More information

Raising Concerns or Complaints about NHS services

Raising 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 information

Carers Strategy

Carers Strategy Carers Strategy 2015 2017 UHSM Vision, Mission, Values and Strategic Intent Vision to become a top 10 NHS provider in the country Mission to improve the health and quality of life for all our patients

More information

Service Standards Framework

Service Standards Framework Service Standards Framework 02 Contents Foreword 3 Introduction 4 1 Scope 5 2 Terms and definitions 6 3 Ombudsman Association member commitments 7 3.1 Accessibility 7 3.2 Communication 7 3.3 Professionalism

More information

Report by the Local Government and Social Care Ombudsman

Report by the Local Government and Social Care Ombudsman Report by the Local Government and Social Care Ombudsman Investigation into a complaint against London Borough of Croydon (reference number: 16 013 606) 5 October 2017 Local Government and Social Care

More information

NHS Borders Feedback and Complaints Annual Report

NHS Borders Feedback and Complaints Annual Report NHS Borders Feedback and Complaints Annual Report 2016-17 1 Introduction NHS Borders Feedback and Complaints Annual Report 2016-17 is a summary of the feedback provided by the complaints, comments, concerns

More information

Date 4 th September 2015 Dr Ruth Charlton, Joint Medical Director / Jill Down, Associate Director of Quality Laura Rowe, Compliance Manager

Date 4 th September 2015 Dr Ruth Charlton, Joint Medical Director / Jill Down, Associate Director of Quality Laura Rowe, Compliance Manager TB 099/15 Meeting title Report title Trust Board Risk Management Strategy Date 4 th September 2015 Lead director Report author FOI status Dr Ruth Charlton, Joint Medical Director / Jill Down, Associate

More information

First Community Health & Care Board POLICY FOR HANDLING COMPLAINTS

First Community Health & Care Board POLICY FOR HANDLING COMPLAINTS First Community Health & Care POLICY FOR HANDLING COMPLAINTS Version: 4 Name of Approval body : Name of Ratification Body: Date of Ratification April, 2013 Name of originator/author: Effective From April

More information

Performance and Delivery/ Chief Nurse

Performance and Delivery/ Chief Nurse Governing Body 26th May 2017 Quality and Performance Report 22nd May 2017 Author: Other contributors: Executive Lead Audience Eileen Clark - Acting Director of Clinical Performance and Delivery/ Chief

More information

Patient Experience Strategy

Patient 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 information

Lessons Learnedfrom the Francis Report(February 2013) a summary of key messages

Lessons 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 information

Policy for the Management of Complaints/Concerns

Policy for the Management of Complaints/Concerns Document Title Policy for the Management of Complaints/Concerns Document Description Document Type Policy Service Application Trust Wide Version 2.0 Name Phao Hewitson Garry Perry Lead Author(s) Job Title

More information

Stage 4: Investigation process

Stage 4: Investigation process Stage 4: Investigation process This Stage covers: Purpose of the investigation Roles and responsibilities Who should undertake the investigation? The investigator s report 16.17 Purpose of the investigation

More information

Learning from the Deaths of Patients in our Care Policy

Learning from the Deaths of Patients in our Care Policy Learning from the Deaths of Patients in our Care Policy Approved By: Date of Original Approval: UHL Mortality Review Committee UHL Policies & Guidelines Committee September 2017 Trust Reference: B31/2017

More information

Standards of Practice for Optometrists and Dispensing Opticians

Standards of Practice for Optometrists and Dispensing Opticians Standards of Practice for Optometrists and Dispensing Opticians effective from April 2016 Standards of Practice for Optometrists and Dispensing Opticians Standards of Practice Our Standards of Practice

More information

Parkbury House Surgery

Parkbury 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 information

Complaints Management Policy

Complaints 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 information

Review of compliance. Adult Mental Health Services Tower Hamlets Directorate. East London NHS Foundation Trust. London. Region:

Review of compliance. Adult Mental Health Services Tower Hamlets Directorate. East London NHS Foundation Trust. London. Region: Review of compliance East London NHS Foundation Trust Adult Mental Health Services Tower Hamlets Directorate Region: Location address: Type of service: London Tower Hamlets Centre for Mental Health Bancroft

More information

Regulatory Incident Management Policy

Regulatory Incident Management Policy Regulatory Document POLICIES AND PROCEDURES Regulatory Incident Management Policy (16 May 2017) Version control This version (2) of Qualifications Wales Regulatory Incident Management policy was approved

More information

Quality Strategy

Quality Strategy Quality Strategy 2017-2020 Contents 05 Foreword 06 Introduction 06 Equality & Diversity 07 Context for this Strategy 08 Definition of Quality 10 Quality Objectives 10 Strategic Quality Objectives 16 Quality

More information

Learning from Deaths Policy. This policy applies Trust wide

Learning 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 information

Community Alarm Service Housing Support Service Merrystone Care Base 10 Blairhill Street Coatbridge ML5 1PG Telephone:

Community Alarm Service Housing Support Service Merrystone Care Base 10 Blairhill Street Coatbridge ML5 1PG Telephone: Community Alarm Service Housing Support Service Merrystone Care Base 10 Blairhill Street Coatbridge ML5 1PG Telephone: 01236 622400 Inspected by: Ann Marie Hawthorne Type of inspection: Announced (Short

More information

Risk Management Framework Case Study. Miss R

Risk Management Framework Case Study. Miss R Risk Management Framework Case Study Miss R Background Miss R is a 60 year old lady with a history of aggressive and violent behaviour. She was informed of a change in GP practice which triggered an increase

More information

TRUST BOARD 27 OCTOBER 2011 QUARTERLY CUSTOMER CARE REPORT

TRUST 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 information

Potens Dorset Domicilary Care Agency

Potens Dorset Domicilary Care Agency Potensial Limited Potens Dorset Domicilary Care Agency Inspection report Office 11H, Peartree Business Centre Cobham Road, Ferndown Industrial Estate Wimborne Dorset BH21 7PT Tel: 01202875404 Date of inspection

More information

FACTSHEET. Writing a Complaint Letter

FACTSHEET. Writing a Complaint Letter FACTSHEET Writing a Complaint Letter General guidelines Who do I complain to? If you want to complain about a hospital or an ambulance service, contact the Complaints Manager or the Chief Executive of

More information

h. HULL AND EAST YORKSHIRE HOSPITALS NHS TRUST LEARNING FROM DEATHS POLICY. Broad Recommendations / Summary

h. HULL AND EAST YORKSHIRE HOSPITALS NHS TRUST LEARNING FROM DEATHS POLICY. Broad Recommendations / Summary 201 2017.473h. HULL AND EAST YORKSHIRE HOSPITALS NHS TRUST LEARNING FROM DEATHS POLICY Broad Recommendations / Summary In-hospital death occurs. Patient 18 years of age or above. Yes Child Death Review

More information

Babylon Healthcare Services

Babylon Healthcare Services Babylon Healthcare Services Limited Babylon Healthcare Services Ltd. Inspection report 60 Sloane Avenue London SW3 3DD Tel: 0207 1000762 Website: www.babylonhealth.com Date of inspection visit: 4 July

More information

Patient Experience Strategy

Patient 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 information

Central Alerting System (CAS) Policy

Central Alerting System (CAS) Policy Document Title Reference Number Lead Officer Author(s) (name and designation) Ratified By Central Alerting System (CAS) Policy NTW(O)17 Gary O Hare Executive Director of Nursing and Operations Tony Gray

More information

NATIONAL INSTITUTE FOR HEALTH AND CARE EXCELLENCE. Interim Process and Methods of the Highly Specialised Technologies Programme

NATIONAL INSTITUTE FOR HEALTH AND CARE EXCELLENCE. Interim Process and Methods of the Highly Specialised Technologies Programme NATIONAL INSTITUTE FOR HEALTH AND CARE EXCELLENCE Principles Interim Process and Methods of the Highly Specialised Technologies Programme 1. Our guidance production processes are based on key principles,

More information

A Case Review Process for NHS Trusts and Foundation Trusts

A Case Review Process for NHS Trusts and Foundation Trusts A Case Review Process for NHS Trusts and Foundation Trusts 1 1. Introduction The Francis Freedom to Speak Up review summarised the need for an independent case review system as a mechanism for external

More information

Avon and Wiltshire Mental Health Partnership NHS Trust

Avon and Wiltshire Mental Health Partnership NHS Trust Avon and Wiltshire Mental Health Partnership NHS Trust Community-based mental health services for adults of working age Quality Report Head Office, Jenner House Langley Park Chippenham Wiltshire SN15 1GG

More information

Patient Experience Annual Report

Patient Experience Annual Report Patient Experience Annual Report 1 st April 2016 31 st March 2017 Complaints, Compliments, Concerns, Health Care Professional Feedback (HCP) Author: Amanda Painter, Head of Patient Experience Contact:

More information

Enforcement (if provider is not meeting the regulation)

Enforcement (if provider is not meeting the regulation) CARE QUALITY COMMISSION FUNDAMENTAL STANDARDS (from 01 April 2015) *These regulations have prosecutable clauses relating specifically to harm or the risk of harm Regulation The purpose of the regulation

More information

Home Group. Home Group Limited. Overall rating for this service. Inspection report. Ratings. Good

Home Group. Home Group Limited. Overall rating for this service. Inspection report. Ratings. Good Home Group Limited Home Group Inspection report Tyneside Foyer 114 Westgate Road Newcastle Upon Tyne Tyne and Wear NE1 4AQ Tel: 01912606100 Website: www.homegroup.org.uk Date of inspection visit: 07 July

More information

How CQC monitors, inspects and regulates adult social care services

How CQC monitors, inspects and regulates adult social care services How CQC monitors, inspects and regulates adult social care services November 2017 Contents MONITORING AND INFORMATION SHARING... 3 How we monitor and inspect adult social care services... 3 CQC Insight...

More information

Complaints handling in NHS organisations

Complaints 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 information

Learning from Deaths Policy

Learning from Deaths Policy Learning from Deaths Policy Version: 3 Approved by: Board of Directors Date Approved: October 2017 Lead Manager: Associate Medical Director for Patient Safety and Clinical Risk Responsible Director: Medical

More information

Regulation 5: Fit and proper persons: directors

Regulation 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 information

ACCESS TO HEALTH RECORDS POLICY & PROCEDURE

ACCESS TO HEALTH RECORDS POLICY & PROCEDURE ACCESS TO HEALTH RECORDS POLICY & PROCEDURE Document Number 2009/45 Version 3 Document Title Access to Health Records Policy & Procedure Author Karl Perryman Author s Job Title Head of Legal Services Department

More information

Mencap - Dorset Support Service

Mencap - Dorset Support Service Royal Mencap Society Mencap - Dorset Support Service Inspection report Unit 5, Prospect House Peverell Avenue East, Poundbury Dorchester Dorset DT1 3WE Date of inspection visit: 08 December 2016 Date of

More information

Trafford Housing Trust Limited

Trafford Housing Trust Limited Trafford Housing Trust Limited Trafford Housing Trust Limited Inspection report Sale Point 126-150 Washway Road Sale Greater Manchester M33 6AG Tel: 01619680461 Website: www.traffordhousingtrust.co.uk

More information

Performance Evaluation Report Gwynedd Council Social Services

Performance Evaluation Report Gwynedd Council Social Services Performance Evaluation Report 2013 14 Gwynedd Council Social Services October 2014 This report sets out the key areas of progress and areas for improvement in Gwynedd Council Social Services for the year

More information

Protocol for Cross-Border Healthcare Services. April 2013

Protocol for Cross-Border Healthcare Services. April 2013 Protocol for Cross-Border Healthcare Services April 2013 1 Department for Health and Social Services of the Welsh Government and the NHS Commissioning Board Protocol for Cross-Border Healthcare Services

More information

We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards.

We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Inspection Report We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Caremark (Cheshire West and Chester) 123 Station Road, Ellesmere

More information

Your guide to the CQC Fundamental Standards

Your guide to the CQC Fundamental Standards Your guide to the CQC Fundamental Standards RDaSH Introduction In order to get to the heart of people s experiences of care and support, the focus of the Care Quality Commission (CQC) Regulatory Framework

More information

Report by the Local Government Ombudsman

Report by the Local Government Ombudsman Report by the Local Government Ombudsman Investigation into a complaint against Dudley Metropolitan Borough Council (reference number: 16 002 186) 22 March 2017 Local Government Ombudsman I PO Box 4771

More information

London Borough of Bexley

London Borough of Bexley London Borough of Bexley London Borough of Bexley Inspection report Civic Offices 2 Watling Street Bexleyheath Kent DA6 7AT Date of inspection visit: 20 July 2016 Date of publication: 23 August 2016 Ratings

More information

Complaints Report. Quarter 1, 2014/2015

Complaints Report. Quarter 1, 2014/2015 Complaints Report Quarter 1, 2014/2015 (1 st April 30 th June 2014) Authors: Tanya Tofts, Patient Support and Complaints Manager Chris Swonnell, Head of Quality (Patient Experience and Clinical Effectiveness)

More information

Visiting Celebrities, VIPs and other Official Visitors

Visiting Celebrities, VIPs and other Official Visitors Visiting Celebrities, VIPs and other Official Visitors Who Should Read This Policy Target Audience Healthcare Professionals Executive Team Version 1.0 May 2016 Ref. Contents Page 1.0 Introduction 4 2.0

More information

NHS GP practices and GP out-of-hours services

NHS GP practices and GP out-of-hours services How CQC regulates: NHS GP practices and GP out-of-hours services Appendices to the provider handbook March 2015 Contents Appendix A: Population group definitions... 3 Older people... 3 People with long-term

More information

Policy for the Management of Concerns and Complaints

Policy for the Management of Concerns and Complaints Policy for the Management of Concerns and Complaints Controlled document This document is uncontrolled when downloaded or printed. Reference number Version 1 Author Name & Job Title Executive Lead WHHT:

More information

Indicators for the Delivery of Safe, Effective and Compassionate Person Centred Service

Indicators for the Delivery of Safe, Effective and Compassionate Person Centred Service Inspections of Mental Health Hospitals and Mental Health Hospitals for People with a Learning Disability Indicators for the Delivery of Safe, Effective and Compassionate Person Centred Service 1 Our Vision,

More information