STRENGTH IN NUMBERS

Strength in Numbers dedicated to my late mother Kay

NHS failing to learn lessons from complaints, says health ombudsman

A snapshot of complaints received by the Parliamentary and Health Service Ombudsman (PHSO) reveals a high number of complaints made to the NHS and consistent failure to learn from mistakes, the PHSO has said.

Of the 133 cases in the report, which were investigated between July and September last year, 93 were about the NHS. In another PHSO report last year, nearly 80% of complaints were about the NHS.

Julie Mellor, the PHSO, said: “The NHS provides excellent care for patients every day, which is why it is so important that when mistakes are made they are dealt with well.

“These cases bring home all the suffering patients and their families experience when things go wrong, particularly when complaints are not handled effectively at a local level. Families have been left without an explanation as to why their loved ones died, mistakes have not been admitted, which means that much needed service improvements are being delayed.”

In one incident in the report, Alder Hey Children’s FT was required to pay £1,000 compensation to the complainant after it took 29 months to diagnose her son with autism and dyslexia, meaning he missed out on early intervention and support.

Click on the link to read more

http://www.nationalhealthexecutive.com/Health-Care-News/nhs-failing-to-learn-lessons-from-complaints-says-health-ombudsman

185_Complaint_form_c._alexskopje

Filed under: NHS Blunders, , ,

NHS complaints watchdog deputy quits over sexual harassment cover-up

Mick Martin assisted the chair of a Derbyshire NHS trust in covering up his conduct towards an HR director

The deputy chief of the NHS complaints watchdog has resigned over his involvement in covering up the sexual harassment of a director at an NHS trust.  Mick Martin, the deputy Parliamentary and Health Service Ombudsman (PHSO), had already taken a leave of absence after being criticised by an employment tribunal, which led to an £832,711 compensation payment earlier this year.

The board of the PHSO has also launched an investigation into the organisation’s decision to appoint Mr Martin, and the actions taken by the ombudsman herself, Dame Julie Mellor, in relation to him.  It is the latest blow for the troubled complaints watchdog, which in the past two years has been criticised by Health Secretary Jeremy Hunt over its handling of the case of a three-year-old who died in NHS care, by the National Audit Office over its governance, and by the Health Select Committee over its performance in assisting patients with their complaints.

In a recent survey only 11 per cent of staff at the PHSO said they had confidence in the leadership, and Dame Julie has faced a call to resign from the editor of the respected Health Service Journal.

Click on the link to read more

http://goo.gl/fcR52G

mick-martin

Mick Martin

Filed under: Named & Shamed,

‘No apology’ tops patient complaints.

Not getting a good enough apology when things go wrong is the most common complaint escalated by NHS patients in England, figures show.

It was the reason behind 34% of cases investigated by the Parliamentary and Health Service Ombudsman in 2014-15. Errors in diagnosing conditions, poor treatment and a lack of communication were also among the top reasons acute hospital trusts were referred. The organisation upheld 726 complaints out of the 1,652 it investigated.

The PHSO is the final port of call for patients in England who are unhappy with a hospital’s original handling of their complaint. The ombudsman has itself been criticised in recent years for not doing its job well enough by investigating too few cases and dragging its heels over decisions. Its latest report shows it has investigated more complaints than last year – 1,652 in 2014-15, compared with 852 in 2013-14.

The investigations resulted in 36% of cases about the NHS being upheld, alongside 44% about acute hospital trusts.

Click on the link to read more

http://www.bbc.co.uk/news/health-34312126

_85662610_m5200153-hospital_waiting_room-spl

Filed under: NHS, NHS Blunders, ,

Complaints about cancelled NHS appointments soar in one year

New figures show the number of patients complaining about cancelled appointments has risen by one fifth in a year

Complaints about cancelled and delayed NHS appointments have shot up by one fifth in a year, new figures show. Official data shows the number of patients raising concerns about appointments has risen from 9,040 in 2013/14 to 10,800 in 2014/15. There was a similar rise in complaints about ambulance services, the new figures from the Health and Social Care Information Centre show.

Experts said the figure could reflect the fact a number of ambulance services took over the running of the 111 “non-emergency” line. In total, 8,039 patients raised concerns with ambulance trusts, compared with 6,873 the previous year, an increase of 17 per cent in one year, the statistics show.

Overall, there were 205,000 written complaints about NHS services in England in 2014/15 – 562 per day. The figures include 121,000 complaints about hospital services, up 5.7 per cent on the 114,000 in 2013/14.

Click on the link to read more

http://www.telegraph.co.uk/news/11825284/Complaints-about-cancelled-NHS-appointments-soar-in-one-year.html

elderly_2303724b

About 500,000 die in hospital in England each year

Filed under: Hospital, NHS, ,

Nearly 500 complaints were made about councils in the West Midlands in a year, new figures reveal

The number in the Black Country, Staffordshire and Wyre Forest has fallen from 551 in 2013/14 to 471 in 2014/15, mirroring the trend across the country, where it dropped from 18,211 to 18,436.

But the Ombudsman saw a 10 per cent increase in complaints about adult care services. Meanwhile, complaints about benefits and tax dropped 11 per cent, and complaints about planning and development were down six per cent.

Of the 10 councils in the Black Country and Staffordshire areas, the ombudsman received the most complaints and enquiries regarding Sandwell Council. Of the 118 received, 19 were upheld, with 59 referred back for local resolution. The majority related to benefits and tax (33 complaints), with 24 regarding education and children’s services, 21 about housing, and 15 about adult care services. There had been 138 complaints the previous year.

Click on the link to read more

http://www.expressandstar.com/news/2015/08/24/west-midlands-council-complaints-near-500-in-a-year/

phone-stock

Filed under: Hospital, Named & Shamed, NHS, NHS Blunders,

Blog views to date

  • 78,061 hits

Enter your email address to subscribe to The Last Six Months and receive notifications of new posts by email.

Join 1,408 other followers

Helpful Pages, Templates etc

Recent Posts

Pages