Topic Messages  
HomeHome HelpHelp Sign upSign up Log inLog in

PPIF Forum
PPIFO General Discussion
Healthcare Commission Swamped by Complaints

Moderators: Admin

Paul Burns


Posts: 1



Healthcare Commission Swamped by Complaints  
  Started at Wed Nov 10 11:09:12 2004
In July the Healthcare Commission website announced,
“A new system for getting to the bottom of complaints by patients and carers about NHS services begins on 30 July 2004. The Healthcare Commission, an independent body, has taken over responsibility for reviewing NHS complaints that have not been sorted out at a local level and making the NHS more responsive to patient concerns.

"The new second stage of the NHS complaints process will produce a fairer, faster, more independent and more consistent process. Monitoring at a national level will allow learning from complaints to be shared with the whole NHS, helping to drive improvements in care for many more patients. It will also enable problem areas in the NHS to be pinpointed more quickly.”

The reality seems to be that the Healthcare Commission has found itself swamped and unable to deal properly with the complaints it has taken over In following up a complaint referred to the Healthcare Commission (and not relating to either Forum that I am a member of) I received the following email yesterday from a HCC officer following a request for an update on progress.

“You were enquiring what has happened since you e-mailed the Healthcare Commission on 21.9.04… we currently have a large number of enquiries which has far exceeded the numbers we anticipated. All of those enquiries will undergo an initial screening process to ascertain whether they fall within the jurisdiction of the Healthcare Commission. It appears, based upon the information provided in your e-mail, that yours does, although it would be extremely helpful and minimise any further avoidable delay, if you were to forward to us any correspondence you may have between yourself and ‘trust concerned’ …

… all our Case Managers currently have full case loads. However, as soon as there is some availability your case will be allocated. I am sorry that at this time I am unable to confirm when that it likely to be and apologise to you for any added inconvenience or concern the delay might have caused you.

I am very concerned that there are insufficient resources to deal with complaints. The one I am involved relates to events in July 2003. Outstanding matters include questions about how the complaint was investigated at the time and already key staff have left and are no longer available to assist.

The request for correspondence is worrying as it suggests files or copies of files have either not been requested or not handed over. Over 60 emails and about 20 letters are involved. I could manage to reproduce these but many complainants would need support to deliver comprehensive sets of copies.

Paul Burns
CNWL Mental Health & Brent PCT Forums



 
  ProfileProfile Send MessageSend Message  


Nick Green

Member Icon

Smile

Posts: 15
Gender:


Re: Healthcare Commission Swamped by Complaints  
  Reply #1 Posted at Wed Nov 17 15:24:23 2004
Paul

Please do send us a piece on your complaint. We haven't covered this yet.

Best
Nick


Nick
 
  ProfileProfile WebsiteWebsite Send MessageSend Message  


John Murphy


Posts: 13



Re: Healthcare Commission Swamped by Complaints  
  Reply #2 Posted at Tue Nov 30 19:49:22 2004
I have a complaint with the Healthcare Commission that has been with them since mid September. The last I heard, they were going to phone me when it had been allocated to a case worker. As the complaint was mainly about a local trust taking far too long to respond to a complaint and they did not take nearly this long, I have given up.

 
  ProfileProfile Send MessageSend Message  


John Murphy


Posts: 13



Re: Healthcare Commission Swamped by Complaints  
  Reply #3 Posted at Sat Feb 12 15:37:45 2005
A recent piece in HSJ claims that the Healthcare Commission now has a backlog of 35,000 cases. This contrasts starkly with a recent report from our ICAS that they have received 'less than 5' complaints from my area in the last quarter. It begins to look as if people find it easier to contact the Healthcare Commission than their local ICAS. What a mess!

 
  ProfileProfile Send MessageSend Message  


indiepixie


Posts: 2
Gender:


Re: Healthcare Commission Swamped by Complaints  
  Reply #4 Posted at Wed Jun 8 22:55:37 2005
I gather there are two main problems which have resulted in the Healthcare Commission (HC) being inundated with complaints:
1) Trusts offered complainants the choice of having their IR done by either the Trust or the HC even before the HC was formally in existence. Most chose the HC, presumably thinking that the HC would take an independent look, and therefore even before the HC officially opened its doors for businesss a backlog had developed.
2) The regs require that complainants are told of their right to IR in the initial formal response from the Trust to their complaint. So even where the Trust is offering concilation / further investigation, many complainants are going straight to the HC to stake their claim on an IR. When the HC wades through all the complaints, many are being sent back to the Trusts to be dealt with as in these cases the HC considers that the first stage hasn't been exhausted.

 
  ProfileProfile Send MessageSend Message  


des curley

Member Icon

I gotta gun in my pocket pointing right atcha..

Posts: 7
Gender:


Re: Healthcare Commission Swamped by Complaints  
  Reply #5 Posted at Sat Jun 11 19:23:37 2005
Last Modified at Sat Jun 11 19:26:19 2005 by des curley

The backlog of complaints to the HC would be even higher if more patients were aware of the new procedure.

As it is, Trusts are exploiting the chaos and getting away with it.

For example , the South London & Maudsley NHS Trust ( SLAM ) simply abandoned working to any recognisable complaints process in its dealings with me; the Independent Review stage just disintergrated, I had to make another complaint against the board member who was supposed to be considering my complaint for review as he told me to P*** Off when I asked him why he hadnt written to me and then I had to listen to someone from SLAM's Complaints Department inform the Trust board that they had properly dealt with 98% of complaints.

As I must have submitted at least 2% of them over the period concerned because SLAM is so useless - including one when I traced an abusive anonymous call back to the Trust's Complaints Department - the claim was laughable.

The Advocacy situation was little better.

The Independent Advocacy Team were not independent they operated out of SLAM's Maudsley Hospital from behind locked doors ( locked to ordinary service users that is ) and ansaphones they could never be bothered to answer. My advocates simply dropped out mid case, no doubt because they had a huge backlog of cases they couldnt cope with as well.

When I asked SLAM's CEO why he failed to act within the NHS complaints procedure , including having my Consultant provide evidence to the person responsible for considering my complaint for review as she agreed to do, he simply said he forgot to then he promptly forgot to again.

No wonder the HC has such a backlog with such a one sided and corrupt complaints process.

What's required is an Alternate Dispute Resolution process to cut the crap, quickly get to the root of problems and resolve them. The existing NHS complaints bureacracy just generates conflict and more complaints which drag on over months and even years to the detriment of the complainants ability to access services properly and of course the public purse as we pay for this chaos whether there is any point to it or not.




Desik
 
  ProfileProfile Send MessageSend Message  


Nick Green

Member Icon

Smile

Posts: 15
Gender:


Re: Healthcare Commission Swamped by Complaints  
  Reply #6 Posted at Sun Jun 12 01:10:37 2005
Last Modified at Sun Jun 12 01:53:38 2005 by Nick Green

Hi Des

The essential thing in the NHS and associated organisations is to look busy. Without queues all would be lost. Queues make patients compliant. When the busy Doctor finally has a moment to spare and hurries away the patient is reassured because s/he believes there must be someone worse off than s/he is. Well that's the myth. Look at the staffing levels in Hospitals eg the Doctor Foster site (founded by an ex Pres of the BMA no less)
http://www.drfoster.co.uk/
In London 50, 60 or 70 Doctors per hundred patients in a bed is not uncommon.
http://www.drfoster.co.uk/ghg/results.aspx?unit=2&interest=23&question=6122&comparetype=0&w=9&sp=Websites_CompareUnitsXML&obid=299
Three hours outpatients a couple of times a week. What do they do all day? CPPIH might organise a briefing to set the record straight. Well we can always hope.
So the Doctors set the tone and the staff copy them: filling their not very busy days with work they do intermittently flourishing their queues to show how important they are. They make lots of mistakes, like Doctors, health so tricky, you know. Tragic. The new IT will correct a lot of this. Everything will be recorded and backed up: a complete audit trail of everything- with alerts to remind you to do the Right Thing.

That will free up a lot of staff to do worthwhile work like finding out what treatments actually work and how the human body actually works. We might even get a pro-active risk averse culture like we programmers and Hi Tech people regard as routine.

Congratulations with the picket I have had several emails about it but nothing publishable yet.

Best
Nick


Nick
 
  ProfileProfile WebsiteWebsite Send MessageSend Message  


des curley

Member Icon

I gotta gun in my pocket pointing right atcha..

Posts: 7
Gender:


Re: Healthcare Commission Swamped by Complaints  
  Reply #7 Posted at Mon Jun 13 12:36:23 2005
Nick

I understand your interest in healthcare infomatics and why you see real time IT audit and data sharing and mining systems as key to acheiving maximum efficiency, efficacy and innovation within the NHS but sometimes the problem is just about people abusing their positions and no one giving a toss about this.

This requires manual alert systems.









Desik
 
  ProfileProfile Send MessageSend Message  


lllllyuan

Member Icon

Posts: 5



Re: Healthcare Commission Swamped by Complaints  
  Reply #8 Posted at Tue May 31 05:16:49 2016
5.31llllllyuantoms shoes
coach outlet
fitflops sale
longchamp outlet
ray ban sunglasses
toms outlet
tiffany outlet
michael kors outlet
true religion jeans
beats by dr dre
cheap michael kors handbags
michael kors factory outlet
michael kors wallet
tiffany jewellery
michael kors handbags
ray ban sunglasses
cheap mlb jerseys
michael kors factory outlet
cheap jordans
air jordan shoes
coach outlet
swarovski crystal
michael kors outlet store
discount michael kors handbags
michael kors wholesale
michael kors clearance
michael kors sale
michael kors outlet clearance
michael kors online
michael kors handbags
michael kors handbags clearance
ray ban sunglasses
coach outlet
coach outlet online
coach outlet
coach outlet
fitflops sale clearance
fitflops outlet
celine outlet
swarovski crystal
swarovski crystal
ralph lauren outlet
ralph lauren polo
polo ralph lauren
ralph lauren polo
ferragamo outlet
ferragamo shoes
ferragamo outlet
ferragamo shoes
rolex outlet
5.31

 
  ProfileProfile Send MessageSend Message  


lllllyuan

Member Icon

Posts: 5



Re: Healthcare Commission Swamped by Com  
  Reply #9 Posted at Tue May 31 05:18:53 2016
5.31lllllyuantoms shoes
coach outlet
fitflops sale
longchamp outlet
ray ban sunglasses
toms outlet
tiffany outlet
michael kors outlet
true religion jeans
beats by dr dre
cheap michael kors handbags
michael kors factory outlet
michael kors wallet
tiffany jewellery
michael kors handbags
ray ban sunglasses
cheap mlb jerseys
michael kors factory outlet
cheap jordans
air jordan shoes
coach outlet
swarovski crystal
michael kors outlet store
discount michael kors handbags
michael kors wholesale
michael kors clearance
michael kors sale
michael kors outlet clearance
michael kors online
michael kors handbags
michael kors handbags clearance
ray ban sunglasses
coach outlet
coach outlet online
coach outlet
coach outlet
fitflops sale clearance
fitflops outlet
celine outlet
swarovski crystal
swarovski crystal
ralph lauren outlet
ralph lauren polo
polo ralph lauren
ralph lauren polo
ferragamo outlet
5.31

 
  ProfileProfile Send MessageSend Message  


xukaimin

Member Icon

Posts: 52



Re: Healthcare Commission Swamped by Complaints  
  Reply #10 Posted at Tue Nov 8 11:15:02 2016
seahawks jerseys
michael kors outlet clearance
celtics jerseys
fitflop shoes
polo ralph lauren outlet
coach factory outlet online
coach outlet store online clearances
oakley sunglasses
tory burch sale
louis vuitton factory outlet
canada goose sale
michael kors handbags
giuseppe zanotti sneakers
louis vuitton purses
instyler max rotating iron
ugg boots
ralph lauren polo
celine handbags
louboutin pas cher
longchamp bags
ray bans
gucci handbags
michael kors outlet clearance
ray ban glasses
cheap jordan shoes
coach outlet online
oakley vault
steelers jerseys
louis vuitton outlet online
michael kors outlet online
tiffany jewelry
canada goose outlet online
ray ban outlet
ray ban outlet
retro jordan shoes
coach outlet online
polo ralph lauren outlet
canada goose coats
ugg boots outlet
ghd hair straighteners
gucci handbags
hollister clothing
louis vuitton bags
louis vuitton outlet stores
moncler outlet
ray ban wayfarer
true religion jeans
cheap uggs
air max 2016
ugg slippers
2016.11.8xukaimin



xukaimin
 
  ProfileProfile Send MessageSend Message  


jian zhuo


Posts: 58



Re: Healthcare Commission Swamped by Complaints  
  Reply #11 Posted at Mon Dec 19 02:24:57 2016
ysl outlet
michael kors outlet clearance
canada goose
true religion outlet
coach outlet store
pandora jewelry
michael kors outlet
coach outlet store
ed hardy
adidas super color
longchamp outlet store
coach factory outlet
ralph lauren
louis vuitton handbags outlet
christian louboutin outlet
jordan pas cher
coach outlet
adidas outlet
louboutin uk
pandora uk
louis vuitton outlet
canada goose jackets
cheap jordans
longchamp handbags
nike store
levis outlet online
nike air max outlet
coach factory outlet
ugg australia
toms shoes
louis vuitton outlet
michael kors outlet clearance
vans outlet store
cheap jordans
ray bans
tory burch outlet store
ed hardy
kate spade handbags
pandora jewelry
wholesale nike shoes
michael kors outlet
fitflops sale clearance
cheap oakleys
kate spade handbags
20161219

 
  ProfileProfile Send MessageSend Message  


lzm00


Posts: 64

Re: Healthcare Commission Swamped by Complaints  
  Reply #12 Posted at Tue Mar 7 08:36:34 2017
ray-ban sunglasses
ray ban online
ray ban outlet
cheap ray ban sunglasses
nike australia
nike shoes australia
huaraches
ate spade handbags
salomon hiking shoes
nfl jerseys
kate spade outlet
kate spade outlet
timberland uk
michael kors outlet
michael kors tote
burberry outlet
michael kors italy
michael kors canada
Yeezy Boost 350
pandora charms
shoes sale
coach shoes
kate spade
michael kors outlet
ugg boots
coach sunglasses
Chanel Outlet
pandora australia
nike australia
baseball jerseys
prada factory outlet online
asics shoes
oakley outlet
coach outlet
Hugo Boss Online
coach outlet
air jordan shoes
ray-ban sunglasses
mk handbags
michael kors outlet
michael kors bags outlet
oakley sunglasses
coach factory outlet
coach purses
pandora jewelry
Coach Sunglasses Outlet
michael kors
burberry outlet
sunglasses sm
rayban aviator
lzm3.7

 
  ProfileProfile Send MessageSend Message  


Member List Member List
Who's online: 1 guest


This message board is powered by X-Forum, created by Diederik v/d Boor [more info]
This site's webmaster: (web@ppif.org)