Complaint record keeping failures
Failures in maintaining accurate and procedural records for managing complaints in residential care homes.
86 items
1 source
24 inquiries
Strongest theme matches
Mixed across source types and ranked by classifier confidence plus text match strength.
Inquiry recommendation
95match
43 - Church in Wales record-keeping policies
The Church in Wales should introduce record-keeping policies relating to safeguarding, complaints and whistleblowing. These should be implemented consistently across dioceses. The Church should develop policies and training on the information that must be recorded in files. The Church should provide its provincial safeguarding officers with the right to see personnel files of clergy, office holders, employees or...
Matched on
terms: complaint, keeping, record
Inquiry recommendation
90match
L20 - Compliance Record Keeping
The Board should have both the power and a duty to ensure that all breaches of the standards code that it considers are recorded as such and that proper data is kept that records the extent to which complaints have been made and their outcome; this information should be made available to the public in a way that...
Matched on
terms: complaint, keeping, record
Inquiry recommendation
87match
R40 - Record all complaints in electronic system
In HSCTs all complaints, regardless of whether they are resolved immediately at ward level, should be recorded in the Trust’s electronic complaints management system. In private and third sector facilities the Registered Home Manager should be informed of all concerns raised and must record such concerns and any action taken.
Matched on
terms: complaint, record
Inquiry recommendation
78match
RHI-28 - Record Keeping Culture and Audit
The culture and practice of record keeping and access to records within the Northern Ireland Civil Service needs to change so that staff responsible for a given area of work have easy access to the analysis and decisions underpinning the policy or initiative on which they are engaged. Regular audits of record keeping should be undertaken so as...
Matched on
terms: keeping, record
Inquiry recommendation
73match
BRIS-36 - Establish independent, swift, and thorough complaints handling with advocacy for patients
Complaints should be dealt with swiftly and thoroughly, keeping the patient (and carer) informed. There should be a strong independent element, not part of the trust’s management or board, in any body considering serious complaints which require formal investigation. An independent advocacy service should be established to assist patients (and carers).
Matched on
terms: complaint, keeping
Inquiry recommendation
73match
31 - Fundamental review of NHS complaints system
The NHS complaints system in the University Hospitals of Morecambe Bay NHS Foundation Trust failed relatives at almost every turn. Although it was not within our remit to examine the operation of the NHS complaints system nationally, both the nature of the failures and persistent comment from elsewhere lead us to suppose that this is not unique to...
Matched on
terms: complaint, failure
Inquiry recommendation
69match
WATE-(4) - Define specific duties for Children's Complaints Officers, prioritising child's best interests
Amongst the duties of the Children's Complaints Officer should be: (a) to act in the best interests of the child; (b) on receiving a complaint, to see the affected child and the complainant, if it is not the affected child; (c) thereafter to notify and consult with appropriate line managers about the further handling of the complaint, including:...
Matched on
terms: complaint, record
Inquiry recommendation
69match
CLAR-3 - Remind agencies to keep detailed, accurate records, especially mortuary documentation
We would like to remind all agencies of the importance of keeping detailed and accurate records. Particular attention should be given to the correct documentation of proceedings in the mortuary.
Matched on
terms: keeping, record
Inquiry recommendation
66match
AFA-1 - Patient focus and complaints
The Inquiry recommends that the Trust and Department work together to ensure there is: • A specific programme of work to strengthen patient involvement, improve communication, and ensure patients and families are treated as partners in care. • Direct communication with patients as standard practice. • More effective handling of concerns and complaints, with an emphasis on early...
Matched on
terms: complaint
Inquiry recommendation
66match
F121 - Learning and information from complaints
The Care Quality Commission should have a means of ready access to information about the most serious complaints. Their local inspectors should be charged with informing themselves of such complaints and the detail underlying them.
Matched on
terms: complaint
Inquiry recommendation
66match
F118 - Learning and information from complaints
Subject to anonymisation, a summary of each upheld complaint relating to patient care, in terms agreed with the complainant, and the trust's response should be published on its website. In any case where the complainant or, if different, the patient, refuses to agree, or for some other reason publication of an upheld, clinically related complaint is not possible,...
Matched on
terms: complaint
Inquiry recommendation
62match
F133 - Role of commissioners in complaints
Commissioners should be entitled to intervene in the management of an individual complaint on behalf of the patient where it appears to them it is not being dealt with satisfactorily, while respecting the principle that it is the provider who has primary responsibility to process and respond to complaints about its services.
Matched on
terms: complaint
Inquiry recommendation
62match
F120 - Learning and information from complaints
Commissioners should require access to all complaints information as and when complaints are made, and should receive complaints and their outcomes on as near a real-time basis as possible. This means commissioners should be required by the NHS Commissioning Board to undertake the support and oversight role of GPs in this area, and be given the resources to...
Matched on
terms: complaint
Inquiry recommendation
62match
F119 - Learning and information from complaints
Overview and scrutiny committees and Local Healthwatch should have access to detailed information about complaints, although respect needs to be paid in this instance to the requirement of patient confidentiality.
Matched on
terms: complaint
Inquiry recommendation
62match
F114 - Complaints handling
Comments or complaints which describe events amounting to an adverse or serious untoward incident should trigger an investigation.
Matched on
terms: complaint
Inquiry recommendation
62match
F113 - Complaints handling
The recommendations and standards suggested in the Patients Association's peer review into complaints at the Mid Staffordshire NHS Foundation Trust should be reviewed and implemented in the NHS.
Matched on
terms: complaint
Inquiry recommendation
62match
L14 - Free Complaints Process
It should continue to be the case that complainants are able to bring complaints free of charge.
Matched on
terms: complaint
Inquiry recommendation
62match
L13 - Complaints Committee Composition
Serving editors should not be members of any Committee advising the Board on complaints and any such Committee should have a composition broadly reflecting that of the main Board, with a majority of people who are independent of the press.
Matched on
terms: complaint
Inquiry recommendation
62match
L12 - Complaint Decision Responsibility
Decisions on complaints should be the ultimate responsibility of the Board, advised by complaints handling officials to whom appropriate delegations may be made.
Matched on
terms: complaint
Inquiry recommendation
62match
L11 - Power to Hear Complaints
The Board should have the power to hear and decide on complaints about breach of the standards code by those who subscribe. The Board should have the power (but not necessarily in all cases depending on the circumstances the duty) to hear complaints whoever they come from, whether personally and directly affected by the alleged breach, or a...
Matched on
terms: complaint
Inquiry recommendation
62match
L10 - Complaint Handling Mechanism
The Board should require all those who subscribe to have an adequate and speedy complaint handling mechanism; it should encourage those who wish to complain to do so through that mechanism and should not receive complaints directly unless or until the internal complaints system has been engaged without the complaint being resolved in an appropriate time.
Matched on
terms: complaint
Inquiry recommendation
62match
13 - Improve complaints handling
The University Hospitals of Morecambe Bay NHS Foundation Trust should review the structures, processes and staff involved in responding to complaints, and introduce measures to promote the use of complaints as a source of improvement and reduce defensive 'closed' responses to complainants. The Trust should increase public and patient involvement in resolving complaints, in the case of maternity...
Matched on
terms: complaint
Inquiry recommendation
61match
WATE-(3) - Require appointment of independent Children's Complaints Officer in every social services authority
Every social services authority should be required to appoint an appropriately qualified or experienced Children's Complaints Officer, who should not be the line manager of residential or other staff who may be the subject of children's complaints or complaints relating to children.
Matched on
terms: complaint
Inquiry recommendation
61match
WATE-(7) - Ensure comprehensive and impartial complaints procedures for looked after children
Such complaints procedures should: (a) be neither too prescriptive nor too restrictive in categorising what constitutes a complaint; (b) encompass a wide variety of channels through which complaints by or relating to looked after children may be made or referred to the Children's Complaints Officer including teachers, doctors, nurses, police officers and elected members as well as residential...
Matched on
terms: complaint
Inquiry recommendation
60match
5 - Reform Church of England clergy discipline for safeguarding
The Church of England should make changes and improvements to the way in which it responds to safeguarding complaints (whether related to allegations of abuse, or a failure to comply with or respond to the Church's safeguarding policies and procedures) to: disapply the 12-month time-limit for all complaints with a safeguarding element brought under the Clergy Discipline Measure;...
Matched on
terms: complaint, failure
Inquiry recommendation
57match
R42 - Regular updates on complaint progress
Complainants must be regularly updated and informed of the progress of any investigation, including when the process concludes without a specific finding.
Matched on
terms: complaint
Inquiry recommendation
57match
R41 - Inform complainants of complaint management process
Complainants should immediately be informed of how their complaint will be managed (locally or through the corporate complaints process) along with a clear explanation of the corresponding level of investigation and oversight this entails.
Matched on
terms: complaint
Inquiry recommendation
57match
WATE-(18) - Appoint senior officer to strategise serious staff misbehaviour complaints
When a complaint alleges serious misbehaviour by a member of staff, the Director of Social Services should appoint a senior officer to formulate an overall strategy for dealing with the complaint, including such matters as liaison with the police in relation to investigation and with other agencies as appropriate, the impact on the child and other residents, any...
Matched on
terms: complaint
Inquiry recommendation
57match
R33 - Nursing complaint investigation
Health Boards should ensure that where a complaint is made about nursing practice on a ward this complaint is investigated by an independent senior member of Nursing Management.
Matched on
terms: complaint
Inquiry recommendation
57match
6a - Communicating complaint escalation
We recommend that information about the means to escalate a complaint to an independent body is communicated more effectively in both the NHS and the independent sector.
Matched on
terms: complaint
Inquiry recommendation
57match
F109 - Effective complaints handling
Methods of registering a comment or complaint must be readily accessible and easily understood. Multiple gateways need to be provided to patients, both during their treatment and after its conclusion, although all such methods should trigger a uniform process, generally led by the provider trust.
Matched on
terms: complaint
Inquiry recommendation
57match
BAHA-17 - CPErS Complaints Procedure
JDP 1-10 should incorporate the requirement that on entry to and exit from a theatre level detention facility, CPErS are proactively asked whether or not they have any complaints concerning their treatment. This should not be done in the presence of the capturing soldiers/unit.
Matched on
terms: complaint
Inquiry recommendation
53match
F115 - Investigations
Arms-length independent investigation of a complaint should be initiated by the provider trust where any one of the following apply: A complaint amounts to an allegation of a serious untoward incident; Subject matter involving clinically related issues is not capable of resolution without an expert clinical opinion; A complaint raises substantive issues of professional misconduct or the performance...
Matched on
terms: complaint
Inquiry recommendation
53match
SP60 - School safeguarding recording systems
The Department for Education should ensure (either by direct guidance or through Ofsted) that all schools are required to record safeguarding information in a system that is fit for purpose.
Matched on
terms: record
Inquiry recommendation
53match
WATE-(6) - Local authorities promote awareness of complaints procedures for looked after children
Every local authority should promote vigorously awareness by children and staff of its complaints procedures for looked after children and the importance of applying them conscientiously without any threat or fear of reprisals in any form.
Matched on
terms: complaint
Inquiry recommendation
53match
LAMI-69 - Record all discussions, including phone calls, in child deliberate harm case notes.
When concerns about the deliberate harm of a child have been raised, a record must be kept in the case notes of all discussions about the child, including telephone conversations. When doctors and nurses are working in circumstances in which case notes are not available to them, a record of all discussions must be entered in the case...
Matched on
terms: record
Inquiry recommendation
53match
6b - Mandatory independent complaint resolution
We recommend that all private patients should have the right to mandatory independent resolution of their complaint.
Matched on
terms: complaint
Inquiry recommendation
52match
F259 - Role of the Health and Social Care Information Centre
The Information Centre, in consultation with the Department of Health, the NHS Commissioning Board and the Parliamentary and Health Service Ombudsman, should develop a means of publishing more detailed breakdowns of clinically related complaints.
Matched on
terms: complaint
Inquiry recommendation
52match
34 - CQC and PHSO memorandum of understanding
The relationship between the investigation of individual complaints and the investigation of the systemic problems that they exemplify gave us cause for concern, in particular the breakdown in communication between the Care Quality Commission and the Parliamentary and Health Service Ombudsman over necessary action and follow-up. We recommend that a memorandum of understanding be drawn up clearly specifying...
Matched on
terms: complaint
Inquiry recommendation
48match
F134 - Role of commissioners in provision of support for complainants
Consideration should be given to whether commissioners should be given responsibility for commissioning patients' advocates and support services for complaints against providers.
Matched on
terms: complaint
Inquiry recommendation
48match
F117 - Support for complainants
A facility should be available to Independent Complaints Advocacy Services advocates and their clients for access to expert advice in complicated cases.
Matched on
terms: complaint
Inquiry recommendation
48match
F116 - Support for complainants
Where meetings are held between complainants and trust representatives or investigators as part of the complaints process, advocates and advice should be readily available to all complainants who want those forms of support.
Matched on
terms: complaint
Inquiry recommendation
48match
R87 - PCC awareness of statutory functions
The PCC should take further steps to ensure that health service users, including carers and families of people with learning disabilities and autistic people, are aware of its statutory functions and the assistance it is required to provide with respect to complaints.
Matched on
terms: complaint
Inquiry recommendation
48match
WATE-(15) - Maintain log of children's home incidents at police station for social services
A log of all incidents, disturbances, reports, complaints and absconsions at a children's home should be kept at an appropriate nearby police station and made accessible, when required, to officers of the Social Services Department.
Matched on
terms: complaint
Inquiry recommendation
36match
BRIS-35 - Create a 'one-stop shop' system in every trust for patient concerns
There should be a clear system, in the form of a ‘one-stop shop’ in every trust, for addressing the concerns of a patient about the care provided by, or the conduct of, a healthcare professional.
Matched on
classifier match
Inquiry recommendation
36match
F251 - Regulatory oversight of quality accounts
The Care Quality Commission and/or Monitor should keep the accuracy, fairness and balance of quality accounts under review and should be enabled to require corrections to be issued where appropriate. In the event of an organisation failing to take that action, the regulator should be able to issue its own statement of correction.
Matched on
classifier match
Inquiry recommendation
36match
F248 - Accountability for quality accounts
Healthcare providers should be required to have their quality accounts independently audited. Auditors should be given a wider remit enabling them to use their professional judgement in examining the reliability of all statements in the accounts.
Matched on
classifier match
Inquiry recommendation
32match
R32 - Staffing concerns escalation
Health Boards should ensure that there is straightforward and timely escalation process for nurses to report concerns about staffing numbers/skill mix.
Matched on
classifier match
Inquiry recommendation
32match
F250 - Accountability for quality accounts
It should be a criminal offence for a director to sign a declaration of belief that the contents of a quality account are true if it contains a misstatement of fact concerning an item of prescribed information which he/she does not have reason to believe is true at the time of making the declaration.
Matched on
classifier match
Inquiry recommendation
32match
F249 - Accountability for quality accounts
Each quality account should be accompanied by a declaration signed by all directors in office at the date of the account certifying that they believe the contents of the account to be true, or alternatively a statement of explanation as to the reason any such director is unable or has refused to sign such a declaration.
Matched on
classifier match