STRENGTH IN NUMBERS

Strength in Numbers dedicated to my late mother Kay

New report sheds light on top hospital complaints investigated by the Parliamentary and Health Service Ombudsman

A report published 22 September 2015 has revealed that, similar to last year, the top three reasons for hospital complaints investigated by the Parliamentary and Health Service Ombudsman in the last financial year (2014-15) were poor communication, errors in diagnosis and poor treatment.

Non-medical aspects of patient care are cited as a factor in almost half of all complaints investigated by the Parliamentary and Health Service Ombudsman.

Poor communication, including quality and accuracy of information, was a factor in one third of all complaints. Other reasons for complaints in this period included staff attitude and behaviour, which were factors in two out of 10 complaints.

The report outlines how many unresolved complaints the Parliamentary and Health Service Ombudsman investigated for every acute trust in England and the final decision made.

Click on the link to read more

http://www.ombudsman.org.uk/about-us/news-centre/press-releases/2015/new-report-sheds-light-on-top-hospital-complaints-investigated-by-the-parliamentary-and-health-service-ombudsman

Click on the link to read the report

Complaints about acute trusts 2014-15

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Filed under: NHS, , ,

NHS trusts ‘failing to deal with serious complaints’

 The Health Ombudsman has accused NHS trusts of failing to deal with serious complaints properly.

Too many, often bereaved relatives, are left with no other choice but to take their issues to the ombudsman because trusts fail to deal with them locally, it said. Today a report containing investigations dealt with in October and Novermber last year showcases the wide range of cases the Ombudsman service investigates about the NHS in England and other government departments.

One case a family who had no choice but to place a vulnerable man with dementia in private care over Christmas, after he was unsafely discharged from A&E on Christmas Day. One hospital trust gave no assurance that errors that led to a patient with dementia being left on a trolley in A&E for more than 33 hours followed by an assessment unit for 42 hours would not happen again.

Click on the link to read more

http://www.itv.com/news/2015-06-17/nhs-trusts-failing-to-deal-with-serious-complaints/?

Read the Ombudsman report

http://www.ombudsman.org.uk/about-us/news-centre/press-releases/2015/ombudsmans-report-highlights-poor-complaint-handling-and-service-failures-across-the-nhs-in-england-and-uk-government-departments

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Filed under: NHS, NHS Blunders, , ,

NHS ombudsman accused of being ‘defensive’ by MPs

The NHS ombudsman has been “defensive” and caused “pain” by its reluctance to admit mistakes when investigating patients’ complaints, a report by the Public Administration Select Committee (PASC) has found.

The report adds that “serious questions” have been raised about the Parliamentary and Health Service Ombudsman (PHSO) which has caused “considerable anguish” when it has failed to uncover the truth, it said. MPs now want a new independent body to investigate clinical failures before they reach the ombudsman to “transform the safety culture of the NHS”. Current systems are “complicated, take far too long and are preoccupied with blame or avoiding financial liability”, the committee warned.

Some of the PHSO’s shortcomings are systemic and can only be addressed through legislation, which is needed early in the next Parliament. Our proposals for a new investigatory body will help transform the safety culture of the NHS and help to raise standards right across the NHS.

– BERNARD JENKIN, CHAIRMAN OF THE PASC

The PASC said patients and NHS staff deserved to have clinical incidents “investigated immediately” at a local level to establish facts and evidence, “without the need to find blame, and regardless of whether a complaint has been raised”. There also needs to be a “clear, effective central system” for disseminating lessons learned from local incidents across the national NHS, it added. A spokeswoman for the PHSO said: “We will carefully study this report which raises important issues about the investigation of clinical incidents for the health system, as well as about our service.”

Click on the link to read the report here… Investigating clinical incidents in the NHS

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ITV News

Filed under: Hospital, NHS, NHS Blunders, , , ,

NHS complaints investigations inadequate, says review

More than 40% of NHS investigations into patient complaints are not good enough, according to a review by the office of the health service ombudsman.

In a review of 150 cases into allegations of avoidable harm or death, it found failings in the handling of 61 complaints by NHS trusts in England. The review looked at the quality of the investigations and the evidence relied on, as well as statements and records. The government said it was working to create a “more open NHS culture”. Ombudsman Dame Julie Mellor will appear next week before the public administration select committee – which is looking into the issue of NHS complaints and clinical failure.

Her office has been accused of failing patients.

Click on the link to read more 7th Feb

http://www.bbc.co.uk/news/health-31168260?fb_ref=Default

 Also Report from November 2014

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Filed under: NHS, NHS Blunders, Uncategorized, , ,

NHS ombudsman ‘failing families’

Click on the link to read The 38 page Report – The Patients Association Parliamentary Health Service Ombudsman
The ‘Peoples’ Ombudsman – How it Failed us

PHSO – The ‘Peoples’ Ombudsman – How it Failed us Final

The NHS ombudsman – the independent service that investigates patients’ complaints – is “wholly ineffective and failing families”, warns a charity.The Patients Association says it receives weekly calls from people who feel let down by the service. And they all said the experience compounded the grief and hurt they were already feeling through loss of loved ones or due to poor NHS care. The ombudsman said it was improving its service. The Parliamentary and Health Service Ombudsman (PHSO) is meant to be the final arbitrator for complaints about the NHS in England.  The Patients Association says it has lost faith in the service and no longer advises callers who ring its national helpline to go to the PHSO. “As one of our recent callers said, ‘You may as well ask a poacher to investigate the missing pheasants,'” says the charity in its report on the topic.

Click on the link to read more

http://www.bbc.co.uk/news/health-30087031

Patients Association Press Release 18th November 2014

Press Release-Patients Association calls for a transparent Health Ombudsman

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Filed under: Uncategorized, ,

Feedback on NHS organisations ‘valued and encouraged’ – NHS Confederation

The latest publication by the Ombudsman is a welcome reminder that we must have an unwavering focus on handling complaints. Positive and negative feedback about NHS organisations should be “equally valued and encouraged”, with patients confident that complaints will be dealt with promptly, effectively and appropriately, the head of the NHS Confederation has said. Responding to publication of the Health Service Ombudsman’s investigations into NHS complaints, Rob Webster said it is vital that patients, their families and carers feel safe and able to feed back on their NHS care and treatment. “While both positive and negative feedback should be equally valued and encouraged, it is essential that we make every effort to learn from when things go wrong, and that NHS organisations deal with patients’ concerns promptly, effectively and appropriately,” he said.

Click on the link to read more

http://www.nhsconfed.org/news/2014/10/feedback-valued-and-encouraged

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Filed under: Uncategorized, , , ,

Parents long wait for truth on baby’s death may be over

Anne and Graeme Dixon have spent the past 13 years investigating the death of their 11-month-old daughter, Elizabeth, and the treatment she received after her birth. Now, due to recent changes in the way the parliamentary and health service ombudsman (PHSO) works, they believe they could be a step closer to finding some answers. Elizabeth was born eight weeks early, in 2000, in Frimley Park hospital in Surrey. Immediately after birth, her blood pressure began to rise but was left untreated until she was transferred to Great Ormond Street hospital some two weeks later. By that time, Elizabeth had suffered severe brain damage. It was another 10 months before the Dixons were able to take their daughter home. Then, just days before her first birthday, Elizabeth died during the night, after her breathing tube became blocked when an agency nurse failed to maintain it.

Click on the link to read more

http://www.theguardian.com/society/2014/oct/14/parents-wait-truth-baby-death-health-ombudsman

 

Graeme and Anne Dixon whose baby Elizabeth died 13 years ago

 

Filed under: Uncategorized, , ,

Ombudsman comments on Healthwatch England report

Julie Mellor, Parliamentary and Health Service Ombudsman said:

“We sit at the apex of the complaints system and investigate complaints that individuals have been treated unfairly, received poor service where people are not satisfied with the response to a complaint from the NHS in England.

“We support Healthwatch England’s recommendations for replacing the current fragmented support and advocacy system with a more easily accessible system. We believe there should be national standards for complaints advocacy and one brand so that people know where to turn to for support when making a complaint.

http://www.ombudsman.org.uk/about-us/news-centre/our-statements/ombudsman-comments-on-healthwatch-england-report

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Filed under: Uncategorized, , , ,

PHSO – 81 Case summaries show the profound impact that failures can have on the lives of individuals and their families

These short, anonymised stories show the profound impact that failures in public services can have on the lives of individuals and their families.
They provide examples of the complaints the PHSO handle and they hope they will give public service users confidence that complaining can make a difference.
This first set includes cases the PHSO closed in February and March 2014. Most of them are cases they have upheld or partly upheld. These cases provide clear and valuable lessons for public services by showing what needs to be changed so that similar mistakes can be avoided in future. They include complaints about failures to spot serious illnesses like sepsis and mistakes by government departments that caused financial hardship.

Please click on the link to see all of the 81 case summaries
http://www.ombudsman.org.uk/make-a-complaint/case-summaries

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Filed under: Uncategorized, , , , ,

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