Download or read book The New Model NHS Complaints Handling Procedure written by Bernadette Bonello and published by . This book was released on 2019 with total page 38 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Feeding Back Learning from Complaints Handling in Health and Social Care written by Great Britain. National Audit Office and published by The Stationery Office. This book was released on 2008 with total page 56 pages. Available in PDF, EPUB and Kindle. Book excerpt: There are currently two separate statutory processes for handling complaints about health and social care services. NHS organisations are accountable to the Department of Health and social care services are accountable through their local authority, whilst adult social care rests with the Department. There are differences in the numbers of stages and timescales involved, and in the arrangements for advocacy support and independent investigation. The Health Service Ombudsman is responsible for the ultimate review and decision on NHS complaints and the Local Government Ombudsman for social care complaints. The NAO is this report (HCP 853, session 2007-08), has undertaken an evaluation of existing performance, capability, capacity and costs of complaints handling in both health and adult social care. The NAO has set out a number of findings and recommendations, including: that where people are dissatisfied, there is a low number who make formal complaints; that navigating the complaints systems is not straightforward, partcularly for health service users; only a small proportion of NHS complainants are aware, or receive national advocacy support; that the culture and attitudes of the organisations are often a barrier to responsive complaint handling; neither the health or social care organisations know the cost of complaints handling; that pursuing a complaint requires considerable time, determination and resilience.
Download or read book No Fault Approaches in the NHS written by Sonia Macleod and published by Bloomsbury Publishing. This book was released on 2023-01-12 with total page 321 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book explores how concerns can be raised about the NHS, why raising concerns hasn't always improved standards, and how a no-fault open culture approach could drive improvements. The book describes a wide range of mechanisms for raising concerns about the NHS, including complaints, the ombudsman, litigation, HSIB, and the major inquiries since 2000, across the various UK jurisdictions. The NHS approach is contextualised within the broader societal developments in dispute resolution, accountability, and regulation. The authors take a holistic view, and outline practical solutions for reforming how the NHS responds to problems. These should improve the situation for those raising concerns and for those working within the NHS, as well as providing cost savings. The no-fault approaches proposed in the book provide long-term sustainable solutions to systemic problems, which are particularly timely given the impact of the COVID-19 pandemic on the NHS. The book will be of interest to academics, researchers, ADR practitioners, practising lawyers, and policy makers.
Download or read book Guidance on Implementation of the NHS Complaints Procedure written by NHS Executive and published by . This book was released on 1996 with total page 51 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book A Practical Guide to Complaints Handling written by Chris Gunn and published by . This book was released on 2001 with total page 235 pages. Available in PDF, EPUB and Kindle. Book excerpt: In 1996 new statutory guidelines were published, but there is no definitive guidance available about implementation. Staff are expected to follow certain procedures. In theory this is an area that could involve all staff anywhere in the NHS and complaints are on the increase. In 1997-98 over 38 000 written complaints were received in England alone, about general medical and dental services and family health services administration. Complaints systems have been classified as one element of clinical governance and so are likely to have an even higher profile in future. A Practical Guide to Complaints Handling is set out in two parts, Primary Care and Secondary Care. The material is user friendly and assessable equally to professional and lay people. Practical examples are used to demonstrate the best way to deal with each scenario. The underpinning legislation is provided in an appendix.
Download or read book Disputing Doctors written by Mulcahy and published by McGraw-Hill Education (UK). This book was released on 2003-08-01 with total page 183 pages. Available in PDF, EPUB and Kindle. Book excerpt: * What are patient experiences of making complaints against doctors and what do they seek to achieve? * How do doctors and managers respond to complaints and what do their responses reveal about the implicit tensions in the doctor-patient relationship? * What is the significance of the increasing incidence of disputes for approaches to the delivery of medical care? This book looks at the dynamics of doctor-patient disputes. Reflecting on fifteen years of empirical research in the NHS it considers the contexts in which these disputes arise, the different ways in which the parties construct disputing narratives and moral identities in the course of making and defending their claims, and the extent to which existing systems for resolving disputes are sensitive to their needs. This publication is timely. Since the 1970s there has been an increasing amount of concern about the rise in complaints and medical negligence claims made by patients and their relatives. Based on research with patients, relatives, doctors and NHS managers, the book analyses how they perceive these disputes and what they seek to achieve by holding each other to account. Disputing Doctors is valuable reading for all students, researchers and academics working in the fields of the sociology of health and illness, socio-legal studies, law and medicine, medical sociology, nursing and health policy.
Download or read book NHS Complaints Procedures written by National Consumer Council and published by . This book was released on 1997 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Mason and Mccall Smith s Law and Medical Ethics written by and published by Oxford University Press. This book was released on 2023-07-10 with total page 699 pages. Available in PDF, EPUB and Kindle. Book excerpt: Trusted for over 40 years for its authoritative account of medical law, this text provides the right balance between in-depth legal coverage and analysis of ethical issues.This classic textbook focuses on medical law and its relationship with medical practice and modern ethics. It provides thorough coverage of all topics found on medical law courses, and in-depth analysis of recent court decisions and legislation, encouraging students to thinkcritically about this area of study. - Covers the whole field of modern ethical medical practice, making the book suitable for use on all undergraduate and postgraduate medicallaw courses- Clearly sets a diversity of views in ethical debates, and offers the authors' own perspectives, encouraging students to explore and form their own opinions- Takes account of the influence of international policy and legal developments in shaping medical law in the UKNew to this edition:· Two brand new chapters introduce students to concepts, theories, and tools that frame interpretation and analysis ofhealth and medical law· A new chapter provides an overview of UK health systems and examines these in the context of devolution, the Covid-19 pandemic, and Brexit· The table of contents has beenreorganised and streamlined to enhance clarity and focus on current issues in the discipline· Includes coverage of developments such as the Health and Social Care Act 2022, Mental Health Bill 2022, Medicines and Medical Devices Act 2021, Coronavirus Act 2020, new regimes for organ donation, Bell v Tavistock, ABC v St George's Healthcare NHS Trust, Khan v Meadows, and moreDigital formatsThis twelfth edition is availablefor students and institutions to purchase in a variety of formats.The e-book offers a mobile experience and convenient access along with functionality tools, navigation features, and links that offer extra learningsupport: www.oxfordtextbooks.co.uk/ebooks
Download or read book Complaints and litigation written by Great Britain: Parliament: House of Commons: Health Committee and published by The Stationery Office. This book was released on 2011-06-30 with total page 194 pages. Available in PDF, EPUB and Kindle. Book excerpt: Additional written evidence is contained in Volume 3, available on the Committee website at www.parliament.uk/healthcom
Download or read book NHS Complaints Managers written by Clare Xanthos and published by Universal-Publishers. This book was released on 2004 with total page 278 pages. Available in PDF, EPUB and Kindle. Book excerpt: This thesis is an interdisciplinary study of the conflicts and tensions in the role of NHS complaints managers. The thesis sets out to explore the contradictions inherent in the role of complaints managers and the ways complaints managers deal with these contradictions. The interdisciplinary theoretical underpinning of the research is informed by conceptualizations of the complaints manager in the specific socio-legal sense of 'complaints handler'/ third-party dispute handler;' a broader public administration framework, of 'administrator'/ bureaucrat, and finally a wide-ranging sociological/ social psychological framework, as 'social actor'. Thus the thesis draws on an eclectic range of literature from socio-legal studies, public administration, sociology, and social psychology. It also draws on non-theoretical social policy literature in relation to the policy context of the thesis. In relation to methodology, the research uses a qualitative approach. It is based on in depth telephone interviews recorded with thirty NHS complaints managers, which were transcribed verbatim and are the focus of systematic analysis. The complaints managers' interviews are supplemented with documentary analysis of job descriptions and person specifications of NHS complaints managers and email interviews with 'NHS complaints experts' (who are not complaint managers) who have a specialist knowledge of the complaints manager role. Three key areas emerged as the principal findings of the research: *The complaints manager's role encompasses inherent contradictions, regardless of the personal style or individual approach of the complaints manager; *Complaints managers exhibited opposing stances (that is very different responses/ reactions) to the inherent contradictions in their role in relation to 'organization orientation' versus 'complainant orientation'; *There were different types of complaints managers. Accordingly, a typology of complaints managers was generated with specific reference to their responses and reactions to the inherent contradictions in their role, in terms of complainant orientation versus organization orientation. In conclusion, the thesis argues that there are without doubt fundamental contradictions in the role of NHS complaints managers in terms of reconciling complainants' rights with organizational requirements. However, ultimately, individual complaints managers respond and react very differently to the inherent contradictions in their role.
Download or read book Medical Self Regulation written by Mark Davies and published by Routledge. This book was released on 2016-12-05 with total page 462 pages. Available in PDF, EPUB and Kindle. Book excerpt: Self-regulation constitutes an important aspect of the regulatory and oversight process governing professionals. This book focuses directly on medical self-regulation in the context of both the wider regulatory framework and that of other regulatory models. Through a critical consideration of recent events, including high-profile and controversial cases, it is demonstrated that the self-regulatory process has failed and that only fundamental restructuring and a radical change in attitudes on the part of members of the profession can repair the damage. Attention is also given to the recent changes, current proposals for change and to alternative regulatory models. Medical Self-Regulation will be of international interest, appealing to policy makers, as well as students and practitioners in the fields of medicine, medical law and sociology and professional regulation.
Download or read book Conciliation in Healthcare written by Anne Ward Platt and published by CRC Press. This book was released on 2018-04-19 with total page 130 pages. Available in PDF, EPUB and Kindle. Book excerpt: Conciliation is the term used in the National Health Service to describe a particular form of dispute resolution that is used in relation to the complaints process. Conciliation has uses beyond the resolution of complaints. It can be of value in any situation where the clinical relationship has broken down. Equally, it may be used in an attempt to restore relationships as part of conflict management, either within the NHS or in other organisations where conflict or disagreement exists. This concise, practical guide clearly sets out the role of conciliation, and dispels the many misconceptions surrounding procedures and expectations. Conciliation in Healthcare provides invaluable resources for all healthcare staff involved in complaints, either from an operational, strategic or academic perspective. This includes conciliators themselves and those involved in their training, and staff with specific responsibilities for implementing complaints procedures, both in the public and private sectors. It's also highly recommended for those who provide advocacy and support for complainants, as well as those against whom complaints have been made.
Download or read book Fair Play and Foul written by John Elder and published by John Elder. This book was released on 2005 with total page 360 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Patient and public involvement in the NHS written by Great Britain: Parliament: House of Commons: Health Committee and published by The Stationery Office. This book was released on 2007-02-06 with total page 356 pages. Available in PDF, EPUB and Kindle. Book excerpt: Patient and public involvement in the NHS : Third report of session 2006-07, Vol. 2: Oral and written Evidence
Download or read book Medicine patients and the law written by Margaret Brazier and published by Manchester University Press. This book was released on 2016-10-07 with total page 678 pages. Available in PDF, EPUB and Kindle. Book excerpt: Embryo research, cloning, assisted conception, neonatal care, saviour siblings, organ transplants, drug trials - modern developments have transformed the field of medicine almost beyond recognition in recent decades and the law struggles to keep up. In this highly acclaimed and very accessible book, now in its sixth edition, Margaret Brazier and Emma Cave provide an incisive survey of the legal situation in areas as diverse as fertility treatment, patient consent, assisted dying, malpractice and medical privacy. The book has been fully revised and updated to cover the latest cases, from assisted dying to informed consent; legislative reform of the NHS, professional regulation and redress; European regulations on data protection and clinical trials; and legislation and policy reforms on organ donation, assisted conception and mental capacity. Essential reading for healthcare professionals, lecturers, medical and law students, this book is of relevance to all whose perusal of the daily news causes wonder, hope and consternation at the advances and limitations of medicine, patients and the law.
Download or read book Complaints Litigation and Clinical Errors written by Amar Alwitry and published by CRC Press. This book was released on 2024-05-01 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt: This concise book provides readers with practical guidance to help them to both avoid errors and develop robust processes to protect themselves and their patients, as well as dealing appropriately with complaints and litigation, when things do go wrong. Free of complex legal terminology, the book outlines key concepts in medical law and how these may be applied to clinical situations in both hospital and community settings. Key Features · Accessible text addressing these specific areas of concern for all health care students and practitioners – error and harm, complaints, negligence claims and litigation · Supported throughout with case examples, accompanied by commentaries from experienced clinical specialists · Both medical and legal perspectives are reflected in the experienced editor team Incorporating case law with practical studies, legal information is supplemented by clinical commentaries from a range of specialists representing the perspective of the health care practitioner. The book is essential reading for medical and health students, practising clinicians and allied health care professionals at all levels.
Download or read book Intelligent Kindness written by John Ballatt and published by RCPsych Publications. This book was released on 2011-06 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book calls on policymakers, managers, educators and clinical staff to apply and nurture intelligent kindness in the organisation and delivery of care.
