North East Lincolnshire Clinical Commissioning Group. Adult Social Services and Health Statutory Complaints Annual Report
|
|
- Violet Hardy
- 5 years ago
- Views:
Transcription
1 North East Lincolnshire Clinical Commissioning Group Adult Social Services and Health Statutory Complaints Annual Report April 2013 to March 2014
2 Contents Page Context 1 Complaints 1 Activity: Adult Social Services 3 Activity: Health 6 Patient Advice and Liaison Service (PALS) 9 Development 9
3 Context This report provides an overview of Adult Social Services and Health Service Statutory Complaints made during the twelve months between 1 st April 2013 and 31 st March Complaints and representations are made under the following established procedures - The Local Authority Social Services and National Health Service Complaints (England) Regulations The Clinical Commissioning Group Complaints Policy forms a schedule to the Partnership Agreement between North East Lincolnshire Council and North East Lincolnshire Clinical Commissioning Group and is binding between both organisations. The Statutory Complaints procedure covering Adult Social Services and Health Services is administered by the Patient and Client Experience Manager within the Clinical Commissioning Group. This report covers both Adult Social Services and Health Service complaints, reported separately, to reflect the new legislation introduced on 1 st April In April 2013, as part of national changes, the Care Trust Plus ceased existence and the Clinical Commissioning Group was established. In line with these national changes the handling of Primary Care Health Complaints was transferred from local Primary Care Trusts and Care Trust Plus s to NHS England. An agreement was made locally that the Customer Care Team, within the Clinical Commissioning Group, would continue to handle Primary Care Complaints until the new system was fully established. Similarly, arrangements were put into place to ensure that primary care health complaints received before the 1 st April 2013 remained with the Customer Care Team for business continuity purposes. Any primary care health complaints referred to in this report are included for these reasons. The Patient Advice and Liaison Service (PALS) function continues to be provided by the Customer Care Team within the Clinical Commissioning and deals with informal concerns and complaints for both primary health and adult social care. 1. Complaints 1.1 What is a Complaint? A complaint may be generally defined as an expression of dissatisfaction or disquiet about a service that is being delivered or failure to deliver a service. The Complaints Procedure gives those denied a service or dissatisfied with the proposed level or type of service an accepted means of challenging the decision made.
4 1.2 Who can make a Complaint? The statutory complaints procedure is available for service users/patients or their representatives who wish to make any sort of comment. Some service users/patients may wish to make their views known by raising a concern, but not have them dealt with as complaints. Anyone who expresses a view, verbally or in writing, which can reasonably be interpreted as a representation of their views will have those views acknowledged. People can make a complaint or representation about the actions, decisions or apparent failings covering Adult Social Services and Health Services commissioned, or provided, by the Clinical Commissioning Group 1.3 Complaints Procedure The Complaints procedure puts the patient/service user, and/or their representative, at the centre of efforts to resolve the issues they have raised. The Clinical Commissioning Group recognises the importance of listening to the experiences and views from the public about our services particularly if they are unhappy and we want to make it as easy as possible for them to let us know their views. The procedure ensures that representations are dealt with in a way that is: Open information gathered about the issues raised and the way in which they have been handled is shared in full. Clear the representation and the way in which it will be handled is agreed at the start with the complainant. Responsive the needs of the complainant and/or patient/service user is taken into account in determining the method of addressing their concerns. Flexible the complaint/representation handling is determined by the nature of the complaint and views of the complainant. Proportionate the efforts to resolve and time taken in addressing the issues raised reflects the significance of those issues. Accessible the procedure is easy to get access to and to use. Timely complaint handling is conducted in a timely way rather than subject to preset timescales. Focussed on resolution at all points through the process we look to using our best efforts to achieve resolution. Complaints will be dealt with in a way that is most suitable to the issues raised rather than according to a set procedure. The means of addressing the complaint takes into account: The complainant s views. The nature of the complaint. The potential implications for the complainant. The potential implications for the organisation.
5 We want everyone who is involved to feel confident in the process and will achieve this through a procedure that ensures: Concerns are taken seriously. Complaints are dealt with promptly and effectively. There is a full response and a clear outcome for complainants. Complaints are dealt with fairly and even-handedly. All those involved in the process are treated with dignity and respect. There is equality of access and standard of service for all complainants, with particular consideration for those people who may find it more difficult to use the process e.g. people with disabilities, those whose first language is not English. Using the outcomes from complaints and concerns to improve services. 1.4 Response times The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009, introduced in April 2009, removed previous timescales for responses to complaints and replaced this with timescales agreed with the complainant or their representative. In % of timescales agreed with the complainant, or their representative, were met. 2. Involvement of the Ombudsman A further option for complainants is either the Local Government Ombudsman (LGO) if the complaint is about Adult Social Services or the Parliamentary Health Service Ombudsman (PHSO) if the complaint is about Health Services. The Ombudsman is empowered to investigate where it appears that an organisation s own investigations have not resolved the complaint. Complainants can refer the complaint to the Ombudsman at any time, although the Ombudsman normally refers the complaint back to the Clinical Commissioning Group if it has not been considered under the local complaints procedure first. 3. Activity: Adult Social Services Between 1 st April 2013 and 31 st March 2014, the Complaints Service recorded 57 Adult Social Care complaints, compared with 34 last year. This indicates an increase of 59%. The majority of complaints received related to finance and care charges, and varied from concerns raised about the financial information provided by staff, to changes in direct payments and care packages. Complaints regarding contracted residential care were also high and referred, in the whole, to concerns about the care provided by staff. This increase in complaints does however demonstrate that the on-going awareness campaign delivered by the team is productive and a flexible, accessible complaints service is being provided to the population of North East Lincolnshire. All the complaints were responded to in the timescales agreed with the complainant.
6 Service Area Complaints Contracted Homecare 8 Contracted Residential Care & 13 Respite Social Care Assessment 10 Finance & Care Charges 15 Learning Disability Services 3 Safeguarding 1 Corporate 4 Direct Payments 1 Other Concerns A concern is an expression of dissatisfaction where the service user, or their representative, does not wish to make a formal complaint but wishes the incident/failure in service to be logged. During a process was developed and agreed to feedback any concerns regarding contracted homecare and residential services to the Clinical Commissioning Group Contracts Team. The process is intended to cover concerns identified by Adult Social Care Services staff employed by the Care Trust Plus and relates to contracted Social Care Service provision.
7 This information is used by the Contracts Team to inform contract monitoring visits to ensure improvements have been made and implemented in response to concerns raised. During the Customer Care Team received 62 concerns regarding contracted homecare and residential services. This is compared to the 85 concerns which were logged during Compliments A compliment is recorded when a member of the public expresses their gratitude for a member of staff performing well, often above the person s expectations. The majority of these compliments are received in writing but a few are relayed via a line manager or to the Customer Care Team verbally. During the year the Customer Care Team received 13 compliments for Adult Social Care and Health Services. It is essential that all teams delivering services (including Contracted Services) formally capture and record complaints and compliments. It is only by doing so that complaints can be tracked and, where things have gone wrong, managers can ensure that matters are put right and that lessons are learnt. Senior management therefore regularly encourage teams to recognise and record complaints and compliments and report these to the Customer Care Team. 3.3 Ombudsman referrals As far as the Customer Care Team are aware, there were 2 referrals during to the Local Government Ombudsman regarding complaints about Adult Social Care. The Ombudsman determined that no further action was required in either cases and thus were not upheld. 4. Service Improvements for Adult Social Care As a direct result of formal complaints and concerns throughout the year the following service improvements include: Case Workers within the A3 Team (Single Point of Access) will identify and agree a single point of contact with carers and family members to avoid any miscommunication. In the cases concerning dementia clients, a Homecare Agency now asks that the carers call or texts the office on arrival in the person's home. If the office does not receive the call, they will then look into what has happened and if there are been any delays or a missed call, for example. Carers within a Homecare Agency have received further dementia awareness training as a result of a complaint.
8 It has been identified that, on occasions, there is a lack of communication between social workers and families. Staff have been reminded of the importance of returning phone calls in a timely manner and the importance of briefing colleagues in full before commencing their leave. A Care Home is reviewing in-house procedures regarding medication administration. They are also introducing closer monitoring of carers attending to personal care of residents and to ensure the checking of room and its contents are to become part of standard procedure. A Care Home has introduced a new system for recording and monitoring of all room service meals. This will ensure that residents, who are eating in their own rooms, are not missed. Two carers from a Homecare Agency were asked to prompt/administer controlled medication to a service user. This should have been part of the re-enablement service provided by Care Plus Group, but was shortfalled to A3 as the Care Plus medication policy does not allow for controlled medication to be given by Care Plus staff. As a result of this complaint Care Plus Medication Policy has been reviewed and updated. To further improve communication to service users, Community Care Finance have introduced improvements to supervise visiting officers whilst carrying out financial assessments to ensure consistency in undertaking financial assessments and information provided. A new process has been introduced by focus to ensure that when a Keysafe is to be removed from a home, a family member or other named person is contacted prior to removal. This is to ensure that an agreement can be made as to where any spare keys will be left or collected. As a result of a complaint, members of the public can now present any questions at the beginning of the North East Lincolnshire Clinical Commissioning Group Board Meeting, rather than just at the end. 5. Activity: Health Between 1 st April 2013 and 31 st March 2014, the Complaints Service recorded 25 Health complaints, compared with 71 last year. This indicates a 64% decrease in health complaints. As advised previously, in April 2013, the handling of Primary Care Health Complaints was transferred from local Primary Care Trusts and Care Trust Plus s to NHS England. Whilst arrangements were put in place to ensure a continuity of service was provided locally, the national changes naturally resulted in the decrease and demise of the health figures reported on.
9 All complaints were responded to in the timescales agreed with the complainant or their representative. Service Area Complaints Dental 0 GP 18 GP Out of Hours 2 Individual Funding Requests 2 Prescribing 1 Other Complaints 5.1 Service Improvements for Health Services As a result of a complaint regarding incorrect dispensing of medication more checks have been introduced to the process and medication has been split on to different shelving. A Locum GP will now liaise with the Practice GP to ensure that correct information is passed to the DVLA. This will prevent patients being inconvenienced by unnecessary removal of their driving licence.
10 A GP has learnt lessons about how he deals with prescriptions when he is the Duty Doctor. He will now take patients comments on board and will endeavour to use the comments during his future dealings with repeat prescriptions for patients. A GP Practice has introduced a new system so that if a patient is unable to see a doctor they can have a telephone consultation. As a result of a PALS enquiry, GP Out of Hours (GP OOH) will be placing an order for a scanner, so that results from scans carried out at A&E and GP OOH can be sent to GP Practices straight away rather than having to wait for results to be sent by post. A GP practice unfortunately had problems with their telephone provider over the Christmas Period, meaning patients were unable to get through. The Practice provided patients with an alternative number on New Year s Eve to ensure that they still had contact with the practice. 5.2 Ombudsman referrals 3 complainants referred their complaints to the Parliamentary Health Service Ombudsman. The Ombudsman confirmed that they would not be investigating 2 of these complaints further, however they did investigate and uphold the third. The Ombudsman upheld the complaint on both the part of the GP Practice involved, referring to the clinical advice and service provided, and also the response provided by the CCG advising that it was poor, lacking information and was inconsistent with the medical record. In line with the current statutory Complaints Legislation (2009), complainants have the right to go to the commissioner or the provider with their complaint and, either way, the team would have no part in the investigation nor would they have sight of the medical records. The response would thus be based on the information provided. This process has been followed since 2009 by the CTP, and CCG, and similarly by other commissioners in the locality. The team solely rely on the good faith relationships with their providers that the information being provided is accurate and consistent with the medical record. Both the GP Practice and the CCG were asked to submit an action plan and letter of apology to the complainant which has been completed. The Customer Care Team are currently working on the Action Plan as follows: A review of the Complaints Policy to ensure it is in line with National and statutory requirements, and reflects organisational and operational changes within the Clinical Commissioning Group (CCG).
11 Review of the Complaints Procedure to ensure that complaints are appropriately handled, including the paperwork. Complaints reliant on evaluation of clinical records will be reviewed by a professional Practitioner when required. Training to be provided to the Customer Care Team on their roles and responsibilities in respect of complaints handling under the amended policy. 6. Patient Advice and Liaison Service (PALS) The Patient Advice and Liaison Service (PALS) is a public enquiry service which provides an informal and impartial service that helps service users/patients, carers, relatives or staff who use the services provided, or commissioned, by the Clinical Commissioning Group. As a core service, PALS provides a focal point to enable the organisation to learn from service users and patients experiences of using services. PALS also provides feedback to commissioners on common themes and concerns which service users and patients, their carers and families bring to our attention. Where trends are identified PALS, with service users, patients and other staff, where appropriate, explore solutions and make recommendations for improvements to service delivery. This can include the receipt of timely and suitable information to enable the patient to be an active partner in their care and treatment. During 2013/2014 the Clinical Commissioning received 933 PALS Enquiries compared with 1008 during 2012/ Developments Gemma Mazingham was appointed as Patient and Client Experience Manager and started in her new role on the 1 st April The priorities over the coming year are to: To continue to provide a professional, front facing PALS and Complaints service on behalf of the CCG. To promote PALS and Complaints locally to ensure we provide an accessible service for all. To develop the joint working with the Service Triangle s to gather more data on the patient experience which, in turn, will result in better informed commissioning decisions To start to engage with the local health and social care providers to inform our local market The Customer Care Team are not just about PALS and Complaints and are increasingly branching out into the broader remit of patient experience. The team use their expert
12 knowledge of the local area in conjunction with their positive working relationships across the market to gather soft intelligence on a variety of services. The Customer Care Team are very much part of the commissioning process and by using the wealth of information gathered and working more closely with the Service Triangles within the CCG, will play a vital role in the shaping of future services that the CCG commissions.
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 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 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 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 informationPatient Complaints Procedure
Patient Complaints Procedure 1. Introduction Our aim is to resolve as many complaints as possible quickly and within the practice. Anyone who complains to us should feel that: - their concerns are being
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 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 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 informationFirst 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 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 informationPolicy for the Management of Concerns and Complaints and responding to Feedback from Patients and the Public
Policy for the Management of Concerns and Complaints and responding to Feedback from Patients and the Public Ratification process Lead Author Developed by: Approved by: Patient Experience Manager, C&P
More informationCOMPLAINTS 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 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 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 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 informationThe Leeds Teaching Hospitals NHS Trust What to do if you have a problem, concern or complaint
n The Leeds Teaching Hospitals NHS Trust What to do if you have a problem, concern or complaint Listening, Responding, Improving We want to improve the way we deliver our services, so that you feel satisfied
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 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 informationThe 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 informationCOMPLIMENTS & COMPLAINTS PROCEDURE
We welcome all forms of feedback from our residents and those dealing with us, whether positive or negative. You may wish to let us know if: You would like to compliment us on a job well done. You have
More informationThe Patient Experience Team (PET) We will respond to your Compliments, Comments and Complaints
Further information about Patient Experience Team is available on the trust s website: Patient Experience Team Contact Details: 0800 389 9676 PatientExperienceTeam@northstaffs.nhs.uk www.combined.nhs.uk
More informationCompliments, Concerns and Complaints policy
Compliments, Concerns and Complaints policy Document information Document title Classification Compliments, Concerns and Complaints policy Open Document/Reference Number: 71229 Document Custodian: Other
More informationThe 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 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 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 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 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 informationComplaints 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 informationHomecare Support Support Service Care at Home 152a Lower Granton Road Edinburgh EH5 1EY
Homecare Support Support Service Care at Home 152a Lower Granton Road Edinburgh EH5 1EY Type of inspection: Unannounced Inspection completed on: 19 December 2014 Contents Page No Summary 3 1 About the
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 informationComing out of hospital
factsheet Coming out of hospital This factsheet applies to England only. carersuk.org factsheet Deciding to care or continue caring for someone who is coming out of hospital and who can no longer care
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 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 informationPolicy 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 informationHigh level guidance to support a shared view of quality in general practice
Regulation of General Practice Programme Board High level guidance to support a shared view of quality in general practice March 2018 Publications Gateway Reference: 07811 This document was produced with
More informationYou said We did. Care Closer to home Acute and Community Care services. Commissioning Intentions Engagement for 2017/18
Commissioning Intentions Engagement for 2017/18 You said We did Care Closer to home Acute and Community Care services Top three priorities were: Shifting hospital services into the community Community
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 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 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 informationPolicy for Children s Continuing Healthcare
Policy for Children s Continuing Healthcare 1 SUMMARY 2 RESPONSIBLE PERSON: 3 ACCOUNTABLE DIRECTOR: This policy and policy guidelines describes the way in which the five CCG s in North Central London will
More informationSomerset Care Community (Taunton Deane)
Somerset Care Limited Somerset Care Community (Taunton Deane) Inspection report Huish House Huish Close Taunton Somerset TA1 2EP Tel: 01823447120 Date of inspection visit: 11 January 2016 12 January 2016
More informationSpeak Out Newsletter
Issue No.6 Winter January - March 2017 @HWDerbyshire Healthwatch Derbyshire Speak Out Newsletter Healthwatch Derbyshire (HWD) is an independent organisation that represents people using health and social
More informationAllied Healthcare Leicester
Nestor Primecare Services Limited Allied Healthcare Leicester Inspection report Suite 7, 2nd Floor, Carlton House 28 Regent Road Leicester Leicestershire LE1 6YH Date of inspection visit: 29 November 2016
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 informationPatient Advice and Liaison Service (PALS) policy
Patient Advice and Liaison Service (PALS) policy Incorporating Have Your Say (HYS) First Issued May 04 by Birkenhead & Wallasey PCT. Responsibility of Wirral PCT since October 2006 Issue Purpose of Issue/Description
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 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 informationLindsey Lodge Hospice POLICY AND PROCEDURE FOR THE MANAGEMENT OF COMPLAINTS, CONCERNS, COMMENTS AND COMPLIMENTS
Lindsey Lodge Hospice POLICY AND PROCEDURE FOR THE MANAGEMENT OF COMPLAINTS, CONCERNS, COMMENTS AND COMPLIMENTS Contents Chapter page 1.0 Introduction 3 2.0 Purpose 3 3.0 Area 4 4.0 Definitions 4 5.0 Complaints
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 informationConcerns, Complaints and Compliments
Concerns, Complaints and Compliments Exceptional healthcare, personally delivered Welcome to North Bristol NHS Trust North Bristol NHS Trust is the largest hospital trust in the South West of England,
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 informationPolicy for the recording, investigation and management of complaints / concerns & compliments
Document level: Trustwide(TW) Code: GR4 Issue number: 9 Policy for the recording, investigation and management of complaints / concerns & compliments Lead executive Authors details Type of document Target
More informationHerefordshire Safeguarding Adults Board
Herefordshire Safeguarding Adults Board DEPRIVATION OF LIBERTY SAFEGUARDS (DoLS) POLICY, PROCEDURE AND GUIDANCE DATE: April 2015 It is suggested that this policy is read in conjunction with Herefordshire
More informationNHS 111 Clinical Governance Information Pack
NHS 111 Clinical Governance Information Pack This pack is designed to help you develop your local NHS 111 clinical governance framework and explain how it fits in to the wider context. It takes you through
More informationPOLICY AND PROCEDURE FOR THE MANAGEMENT OF COMPLAINTS, CONCERNS, COMMENTS AND COMPLIMENTS
Directorate of Performance Assurance POLICY AND PROCEDURE FOR THE MANAGEMENT OF COMPLAINTS, CONCERNS, COMMENTS AND COMPLIMENTS Reference: DCP071 Version: 1.4 This version issued: 19/09/16 Result of last
More informationPatient Support and Complaints Team
Patient Information Service Trustwide Patient Support and Complaints Team Crown copyright 2014 How can we help? Respecting everyone Embracing change Recognising success Working together Our hospitals.
More informationFACTSHEET. 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 informationThe 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 informationResponsive, Flexible & Sensitive Domiciliary Care. Service User Handbook
Responsive, Flexible & Sensitive Domiciliary Care. Service User Handbook PRACTICAL CARE BACKGROUND Practical care is a domiciliary care agency established by C.C.C. LTD (Caring, Catering, Cleaning) to
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 informationMencap - 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 informationLocal Government Ombudsman Service Complaint Review. February Executive Summary
Local Government Ombudsman Service Complaint Review February 2017 Executive Summary 1. This review of service complaints covers the period from August 2016 to February 2017. I have examined 10 service
More information12. 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 informationADASS Safeguarding Adults Policy Network. Guidance. June 2016
ADASS Safeguarding Adults Policy Network Guidance June 2016 Out-of-Area Safeguarding Adults Arrangements Guidance for Inter-Authority Safeguarding Adults Enquiry and Protection Arrangements Table of Contents
More informationCHILDREN S & YOUNG PEOPLE S CONTINUING CARE POLICY
CHILDREN S & YOUNG PEOPLE S CONTINUING CARE POLICY UNIQUE REFERENCE NUMBER: CD/XX/079/V1.1 DOCUMENT STATUS: Approved at CDC 22 March 2017 DATE ISSUED: January 2017 DATE TO BE REVIEWED: January 2020 1 P
More informationNewcastle Healthy Lungs Programme
Newcastle Healthy Lungs Programme A passion for care. A partner for you. BOC: Living healthcare 02 03 Contents Overview 3 Overview 4 Newcastle Healthy Lungs Programme 6 Our values 8 Complaints 10 How we
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 informationSaresta and Serenade. Maison Care Ltd. Overall rating for this service. Inspection report. Ratings. Good
Maison Care Ltd Saresta and Serenade Inspection report Bromley Road Elmstead Market Colchester Essex CO7 7BX Date of inspection visit: 27 July 2016 Date of publication: 16 August 2016 Tel: 01206827034
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 informationContinuing Healthcare Policy
Continuing Healthcare Policy 1 SUMMARY This policy describes the way in which Haringey Clinical Commissioning Group (HCCG) will make provision for the care of people who have been assessed as eligible
More informationYour NHS health records
Your NHS health records We collect and keep information about you so we can offer you the care and treatment you need. We will use the personal information in your NHS health records to improve your health
More informationNHS standard contract letter templates for practice use
1 Use the hyperlinks to quickly reach each appendix. Appendix 1 Template response for missed appointment Letter to Trust requesting that the hospital liaises directly with a patient who has missed an outpatient
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 informationFOS Complaints and Feedback Policy and Procedure
FOS Complaints and Feedback Policy and Procedure Complaints about our service The Financial Ombudsman Service Australia (FOS) provides fair, accessible and independent dispute resolution for consumers
More informationDOMICILIARY CARE AGENCY
DOMICILIARY CARE AGENCY London Borough of Bromley Bromley Social Services Civic Centre Stockwell Close Bromley Kent BR1 3UH Lead Inspector Ann Wiseman Announced Inspection 27th June 2006 10:00 London Borough
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 informationCouncil of the Isle of Scilly
The Local Government Ombudsman s Annual Review Council of the Isle of Scilly for the year ended 3 March 200 Local Government Ombudsmen (LGOs) provide a free, independent and impartial service. We consider
More informationKO41b GP Written Complaints. A guide to completing the GP section of the NHS written complaints collection
KO41b GP Written Complaints A guide to completing the GP section of the NHS written complaints collection 20 May 2015 We are the trusted national provider of high-quality information, data and IT systems
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 informationNational Framework for NHS Continuing Healthcare and NHS-funded Nursing Care in England. Core Values and Principles
National Framework for NHS Continuing Healthcare and NHS-funded Nursing Care in England Core Values and Principles Contents Page No Paragraph No Introduction 2 1 National Policy on Assessment 2 4 The Assessment
More informationKO41b GP Written Complaints
KO41b GP Written Complaints A guide to completing the GP section of the NHS written complaints collection Published May 2017 Copyright 2017 Health and Social Care Information Centre. The Health and Social
More informationAshfield Healthcare Nurse Agency Ashfield House Resolution Road Ashby-de-la-Zouch LE65 1HW
Ashfield Healthcare Nurse Agency Ashfield House Resolution Road Ashby-de-la-Zouch LE65 1HW Inspected by: Amanda Cross Type of inspection: Unannounced Inspection completed on: 27 May 2014 Contents Page
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 informationStoke on Trent City Council
The Local Government Ombudsman s Annual Review Stoke on Trent City Council for the year ended 3 March Local Government Ombudsmen (LGOs) provide a free, independent and impartial service. We consider complaints
More informationThe Scottish Public Services Ombudsman Act 2002
Scottish Public Services Ombudsman The Scottish Public Services Ombudsman Act 2002 Investigation Report UNDER SECTION 15(1)(a) SPSO 4 Melville Street Edinburgh EH3 7NS Tel 0800 377 7330 SPSO Information
More informationPatient 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 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 informationCreative Support - North Lincolnshire Service
Creative Support Limited Creative Support - North Lincolnshire Service Inspection report Scotter House West Common Lane Scunthorpe South Humberside DN17 1DS Tel: 01724843076 Date of inspection visit: 04
More informationComplaints Policy. Status (Draft/ Ratified): Date ratified: 17/10/2016. Version: 3.0. Type of Procedural Document
Complaints Policy Status (Draft/ Ratified): Ratified Date ratified: 17/10/2016 Version: 3.0 Ratifying Board: Approved Sponsor Group: Type of Procedural Document Owner: Owner s job title: Author: Author
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 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 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 informationEDS 2. Making sure that everyone counts Initial Self-Assessment
EDS 2 Making sure that everyone counts Initial Self-Assessment Equality Delivery System for the NHS EDS2 Summary Report Implementation of the Equality Delivery System EDS2 is a requirement on both NHS
More informationMaking 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 informationDudley Metropolitan Borough Council
The Local Government Ombudsman s Annual Review Dudley Metropolitan Borough Council for the year ended 3 March 2 Local Government Ombudsmen (LGOs) provide a free, independent and impartial service. We consider
More informationTrafford 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 informationYour Service Your Say
Your Service Your Say The Management of Service User Feedback for Comments, Compliments and Complaints Complaints Management Pathway HSE Policy 2017 Enabling Feedback Listening and Responding to Feedback
More informationIndicators 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 informationComplaints Procedures for Schools
Title : Complaints Procedures for Schools Status : Current Approval Date : December 2008 Date for Next Review : December 2012 Originator : Page 1 of 9 CONTENTS 1. Stage 1 Initial Approach 2. Stage 2 Formal
More information