Complaint record keeping failures
Failures in maintaining accurate and procedural records for managing complaints in residential care homes.
102 items
1 source
29 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
82match
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, 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
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
65match
14 - Recording cell-share requests
The guidelines should contain guidance on how such requests should be recorded, but there is no need for such requests to be treated as formal applications under the requests and complaints procedures.
Matched on
terms: complaint, record
Inquiry recommendation
62match
124 - Full written record after each interview
Whether or not there is mechanical recording, a full written record must be made as soon as possible after each interview (17.66).
Matched on
terms: record
Inquiry recommendation
62match
123 - Improve and monitor recording
Every effort should be made to improve recording techniques and maintain consistent recordings throughout a series of interviews (17.64) The standards and practices of recording should be regularly monitored (17.65).
Matched on
terms: record
Inquiry recommendation
62match
43 - Record decision when Order cannot be executed
Where it is considered that a Child Protection Order should be executed but the Order cannot be effected immediately a clear written record should be made of the decision to obtain it, the reason for it and the reason why it cannot be immediately effected (16.15).
Matched on
terms: record
Inquiry recommendation
62match
42 - Record grounds for seeking an Order
A record should be kept of the grounds for any decision to seek a Child Protection Order (16.14).
Matched on
terms: record
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
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
113 - Training in interviewing and recording
The importance of full training in the art of interviewing and the techniques of recording should be fully recognised (17.52).
Matched on
terms: record
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 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. JDP 1-10 should require the Force Provost Marshal (FPM) for an operation to consider...
Matched on
terms: complaint
Inquiry recommendation
57match
118 - Value contribution of foster carers
Where investigative interviews are being undertaken the contribution of foster carers must be valued, collected and recorded (17.58).
Matched on
terms: record
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
2 - Procedures for complaints from staff and patients
There is a need for improvement in procedures to deal with complaints from staff and patients: we refrain from making a more specific recommendation because, since our Inquiry began, a special Committee has been set up to look into complaints procedures.
Matched on
terms: complaint
Inquiry recommendation
53match
78 - Record and share discussions
Noting discussions between relatives, clinicians and pathologists and providing a copy to each party involved.
Matched on
terms: record
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
44match
36 - Information booklet for patients
There should be a simple and attractive information booklet which should be given to each patient and his relatives on arrival specifying, among other things, the procedure for making suggestions and complaints.
Matched on
terms: complaint
Inquiry recommendation
44match
FP23 - Recommendation 23
At the analysis stage an examiner should assess the quality of the mark. If the examiner considers it to be complex this should be recorded and the separate process for complex marks recommended in recommendation 42 should be followed.
Matched on
terms: record
Inquiry recommendation
41match
125 - Label drawings made in interviews
Any drawings made during an interview should be labelled at the time of creation to enable the occasion and their creator to be clearly identified (17.67).
Matched on
classifier match
Inquiry recommendation
32match
FP26 - Recommendation 26
Characteristics first found at the comparison stage should be included in any note of the examination. Less weight should be attached to such characteristics.
Matched on
classifier match
Inquiry recommendation
32match
FP15 - Recommendation 15
Where third level detail is relied upon in making a comparison this should be included in any note of the examination.
Matched on
classifier match