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Nhs Complaints Managers
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Book Synopsis NHS Complaints Managers by : Clare Xanthos
Download or read book NHS Complaints Managers written by Clare Xanthos and published by Universal-Publishers. This book was released on 2004 with total page 278 pages. Available in PDF, EPUB and Kindle. Book excerpt: This thesis is an interdisciplinary study of the conflicts and tensions in the role of NHS complaints managers. The thesis sets out to explore the contradictions inherent in the role of complaints managers and the ways complaints managers deal with these contradictions. The interdisciplinary theoretical underpinning of the research is informed by conceptualizations of the complaints manager in the specific socio-legal sense of 'complaints handler'/ third-party dispute handler;' a broader public administration framework, of 'administrator'/ bureaucrat, and finally a wide-ranging sociological/ social psychological framework, as 'social actor'. Thus the thesis draws on an eclectic range of literature from socio-legal studies, public administration, sociology, and social psychology. It also draws on non-theoretical social policy literature in relation to the policy context of the thesis. In relation to methodology, the research uses a qualitative approach. It is based on in depth telephone interviews recorded with thirty NHS complaints managers, which were transcribed verbatim and are the focus of systematic analysis. The complaints managers' interviews are supplemented with documentary analysis of job descriptions and person specifications of NHS complaints managers and email interviews with 'NHS complaints experts' (who are not complaint managers) who have a specialist knowledge of the complaints manager role. Three key areas emerged as the principal findings of the research: *The complaints manager's role encompasses inherent contradictions, regardless of the personal style or individual approach of the complaints manager; *Complaints managers exhibited opposing stances (that is very different responses/ reactions) to the inherent contradictions in their role in relation to 'organization orientation' versus 'complainant orientation'; *There were different types of complaints managers. Accordingly, a typology of complaints managers was generated with specific reference to their responses and reactions to the inherent contradictions in their role, in terms of complainant orientation versus organization orientation. In conclusion, the thesis argues that there are without doubt fundamental contradictions in the role of NHS complaints managers in terms of reconciling complainants' rights with organizational requirements. However, ultimately, individual complaints managers respond and react very differently to the inherent contradictions in their role.
Book Synopsis No-Fault Approaches in the NHS by : Sonia Macleod
Download or read book No-Fault Approaches in the NHS written by Sonia Macleod and published by Bloomsbury Publishing. This book was released on 2023-01-12 with total page 321 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book explores how concerns can be raised about the NHS, why raising concerns hasn't always improved standards, and how a no-fault open culture approach could drive improvements. The book describes a wide range of mechanisms for raising concerns about the NHS, including complaints, the ombudsman, litigation, HSIB, and the major inquiries since 2000, across the various UK jurisdictions. The NHS approach is contextualised within the broader societal developments in dispute resolution, accountability, and regulation. The authors take a holistic view, and outline practical solutions for reforming how the NHS responds to problems. These should improve the situation for those raising concerns and for those working within the NHS, as well as providing cost savings. The no-fault approaches proposed in the book provide long-term sustainable solutions to systemic problems, which are particularly timely given the impact of the COVID-19 pandemic on the NHS. The book will be of interest to academics, researchers, ADR practitioners, practising lawyers, and policy makers.
Book Synopsis Feeding Back? Learning from Complaints Handling in Health and Social Care by : Great Britain. National Audit Office
Download or read book Feeding Back? Learning from Complaints Handling in Health and Social Care written by Great Britain. National Audit Office and published by The Stationery Office. This book was released on 2008 with total page 56 pages. Available in PDF, EPUB and Kindle. Book excerpt: There are currently two separate statutory processes for handling complaints about health and social care services. NHS organisations are accountable to the Department of Health and social care services are accountable through their local authority, whilst adult social care rests with the Department. There are differences in the numbers of stages and timescales involved, and in the arrangements for advocacy support and independent investigation. The Health Service Ombudsman is responsible for the ultimate review and decision on NHS complaints and the Local Government Ombudsman for social care complaints. The NAO is this report (HCP 853, session 2007-08), has undertaken an evaluation of existing performance, capability, capacity and costs of complaints handling in both health and adult social care. The NAO has set out a number of findings and recommendations, including: that where people are dissatisfied, there is a low number who make formal complaints; that navigating the complaints systems is not straightforward, partcularly for health service users; only a small proportion of NHS complainants are aware, or receive national advocacy support; that the culture and attitudes of the organisations are often a barrier to responsive complaint handling; neither the health or social care organisations know the cost of complaints handling; that pursuing a complaint requires considerable time, determination and resilience.
Book Synopsis Leadership and Management for Doctors in Training by : Stephen Gillam
Download or read book Leadership and Management for Doctors in Training written by Stephen Gillam and published by CRC Press. This book was released on 2021-04-05 with total page 161 pages. Available in PDF, EPUB and Kindle. Book excerpt: This guide helps undergraduate medics and junior doctors, as well as experienced doctors taking on new managerial responsibilities, to become effective leaders and managers by introducing both management and clinical leadership theory and practice, and the challenges facing medical managers in today's NHS. Despite growing recognition of the importance of leadership and management to doctors in meeting their clinical responsibilities, training in medical schools and foundation years remains patchy.
Book Synopsis Legal Aspects of Pain Management 2nd Edition by : Bridgit Dimond
Download or read book Legal Aspects of Pain Management 2nd Edition written by Bridgit Dimond and published by Andrews UK Limited. This book was released on 2016-06-01 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt: This revised and updated edition explores the law relating to pain management in recent years.It considers the legal issues which have arisn in recent high-profile cases and discusses the implications of legisation extending prescribing powers. The text is written in a user-friendly, readable form for the non-lawyer. It aims to provide a succinct, useful basis from which practtioner and others can extend their knowledge of the law for the protection of their patients, their colleagues and themselves. Scope and contents Human rights law Criminal law and procedure Negligence Professional registration Consent in relation to adults, children and mentally disabled adults.
Book Synopsis Clinical Risk Management in Primary Care by : Keith Haynes
Download or read book Clinical Risk Management in Primary Care written by Keith Haynes and published by Radcliffe Publishing. This book was released on 2005 with total page 428 pages. Available in PDF, EPUB and Kindle. Book excerpt: Showing how to identify and evaluate clinical risks that arise in primary care, this work provides sound practical advice and helpful solutions for effective clinical risk management, leading to better practice and fewer mistakes.
Book Synopsis Disabled Children and the Law by : Janet Read
Download or read book Disabled Children and the Law written by Janet Read and published by Jessica Kingsley Publishers. This book was released on 2006 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: Now in its completely updated second edition, this accessible guide provides essential information about how the law can be used to promote good practice and policy development for disabled children and young people. The authors take an anti-discriminatory and inclusive approach that involves parents and children in decision-making and advocacy. They summarise recent research on common needs and problems of disabled children, young adults and their families, and what support services are valued by them. Individual chapters cover issues affecting children at different stages in the lifecourse, including receiving diagnosis, ensuring educational and social inclusion, and establishing autonomy and independence in early adulthood. The overlapping legal responsibilities of social services, health and education are explained and changes arising from the Children Act 2004 are highlighted. Disabled Children and the Law is an essential reference for practitioners, policy makers, students and families.
Book Synopsis The Practice Manager's Law Handbook by : Arthur Brown
Download or read book The Practice Manager's Law Handbook written by Arthur Brown and published by John Wiley & Sons. This book was released on 2008-04-30 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Awareness of the law is an essential part of any medical practice manager's role and is becoming even more important as patients and employees are becoming more litigation conscious. Every doctor in general practice must take note of the legal rights of different classes of people such as patients, employees, visitors to the surgery, and suppliers of goods and services to the practice, to ensure that these rights are not infringed in any way. Additionally the doctor must have a general knowledge of his/her own rights and how to seek redress when he/she is wronged. This handbook is designed to provide a practical guide to the law in easily understandable language and does not pretend to be a formal textbook on the law. It describes the main features of the law that are likely to impact a medical general practice, in a user-friendly well-illustrated fashion. Complex legal minutiae have been stripped away to help the non-lawyer gain an understanding of the law.
Book Synopsis Issues in Healthcare Risk Management by : Charles Hancock
Download or read book Issues in Healthcare Risk Management written by Charles Hancock and published by Lulu.com. This book was released on 2008 with total page 294 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book describes a range of issues in healthcare risk management as written by senior professionals working in the UK National Health Service who undertook a postgraduate programme in healthcare risk management at Loughborough University. This book is available as a free PDF download or as a paperback at cost (i.e. no royalties apply).
Book Synopsis Management for Psychiatrists by : Dinesh Bhugra
Download or read book Management for Psychiatrists written by Dinesh Bhugra and published by RCPsych Publications. This book was released on 2007 with total page 460 pages. Available in PDF, EPUB and Kindle. Book excerpt: This popular title provides a sound practical guide to the complex world of management in psychiatric practice, and is essential reading for senior trainees and consultants. The editors have brought together a host of knowledgeable and well-known authors who write from their experience in the ever-changing National Health Service. Topics covered include the various skills necessary for running services, such as management of finances, resources and personnel issues, and topics central to today's changing scene, such as revalidation, service users' expectations and clinical governance. The book concludes with a section on personal development, addressing such issues as presentation skills, stress management, mentoring, managing committees and dealing with the media. A chapter on 'Surviving as a junior consultant' is included and the book is also very useful as a reference and survival guide for more senior psychiatrists. Third edition has been completely rewritten. Written by authors with direct, current experience.
Download or read book Hospital Management written by and published by . This book was released on 1920 with total page 626 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Legal Aspects of Physiotherapy by : Bridgit C. Dimond
Download or read book Legal Aspects of Physiotherapy written by Bridgit C. Dimond and published by John Wiley & Sons. This book was released on 2009-06-15 with total page 577 pages. Available in PDF, EPUB and Kindle. Book excerpt: In a revised and expanded version of this popular title, Bridgit Dimond provides an essential reference for physiotherapists, covering both conventional and specialist legal situations in reader-friendly terms. Legal Aspects of Physiotherapy contains brand new clinical case studies that guide the reader informatively through a cornucopia of legal issues that may arise in the practice of physiotherapy. Reading this book, practitioners will develop the knowledge and awareness to deal confidently with the implications of legal scenarios, arming them with the knowledge to protect both clients and themselves.
Author :Great Britain. Parliament. House of Commons. Public Administration Select Committee Publisher :The Stationery Office ISBN 13 :0215085752 Total Pages :75 pages Book Rating :4.2/5 (15 download)
Book Synopsis HC 886 - Investigating Clinical Incidents in the NHS by : Great Britain. Parliament. House of Commons. Public Administration Select Committee
Download or read book HC 886 - Investigating Clinical Incidents in the NHS written by Great Britain. Parliament. House of Commons. Public Administration Select Committee and published by The Stationery Office. This book was released on 2015 with total page 75 pages. Available in PDF, EPUB and Kindle. Book excerpt: PASC is inquiring into how incidents of clinical failure in the NHS are investigated - and how subsequent complaints are handled. The Committee is considering ways that untoward clinical incidents could be investigated immediately at a local level, so that facts and evidence are established early, without the need to find blame, and regardless of whether a complaint has been raised. It is hoped that this work will reduce the need for complaints to go to the Parliamentary and Health Services Ombudsman (PHSO), whose main role relates to administrative and service failures in the NHS in England.
Book Synopsis Dental Reception and Supervisory Management by : Glenys Bridges
Download or read book Dental Reception and Supervisory Management written by Glenys Bridges and published by John Wiley & Sons. This book was released on 2019-04-15 with total page 133 pages. Available in PDF, EPUB and Kindle. Book excerpt: Dental Reception and Practice Management 2nd Edition is the dental office administrator’s essential companion to all aspects of reception work and supervisory practice management duties. The book covers vital interpersonal skills and the important aspects of business management and marketing relevant to dentistry. In addition, it explains the development of dental care, enhancing the reader’s understanding and awareness of the necessary clinical aspects of dentistry. It also addresses the General Dental Council’s Standards for the Dental Team, which details the nine principals for observing patient rights, and looks at new regulations introduced by the Health and Social Care Act. Provides practical advice for dental receptionists wishing to upgrade their skills Covers all aspects of the receptionist role, from administration and marketing to quality management and patient experience Looks at new standards and regulations put into effect Offers concrete suggestions to improve dental practices and further patient health Includes access to a companion website with case studies and links to useful websites Dental Reception and Practice Management 2nd Edition is designed for use by dental receptionists in practice and for use in dental reception courses. It will also greatly benefit dental nurses, dental hygienists, and dentists.
Author :Great Britain: Parliamentary and Health Service Ombudsman Publisher :The Stationery Office ISBN 13 :9780102975086 Total Pages :88 pages Book Rating :4.9/5 (75 download)
Book Synopsis Listening and learning by : Great Britain: Parliamentary and Health Service Ombudsman
Download or read book Listening and learning written by Great Britain: Parliamentary and Health Service Ombudsman and published by The Stationery Office. This book was released on 2011-10-18 with total page 88 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Health Ombudsman resolved a total of 15,186 complaints about the NHS in England in 2010-11. This report shows how, at a local level, the NHS is still not dealing adequately with the most straightforward matters. As the case studies illustrate, minor disputes over unanswered telephones or mix-ups over appointments can end up with the Ombudsman because of knee-jerk responses by NHS staff and poor complaint handling. While these matters may seem insignificant alongside complex clinical judgments and treatment, they contribute to a patient's overall experience of NHS care. The escalation of such small, everyday incidents represents a hidden cost, adding to the burden on clinical practitioners and taking up time for health service managers, while causing added difficulty for people struggling with illness or caring responsibilities. Two particular themes stand out this year. Poor communication - one of the most common reasons for complaints in the last year - can have a serious, direct impact on patients' care and can unnecessarily exclude their families from a full awareness of the patient's condition or prognosis. Secondly, in a small but increasing number of cases, a failure to resolve disagreements between patients and their GP has led to their removal from the GP's patient list - often without the required warning or the opportunity for both sides to talk about what happened. As GPs prepare to take on greater responsibility for commissioning patient services, this report provides an early warning that some are failing to handle even the most basic complaints appropriately.
Book Synopsis Management Essentials for Doctors by : Rory Shaw
Download or read book Management Essentials for Doctors written by Rory Shaw and published by Cambridge University Press. This book was released on 2011-11-17 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: Management skills and a sound knowledge of the NHS are mandatory for consultant and general practice careers. Management Essentials for Doctors is an invaluable resource for trainee doctors, hospital consultants and general practitioners, as well as a compendium of 'hot topics' for all doctors preparing for medical interviews. Written by doctors, for doctors, the 60 topics provide: • Clear descriptions of NHS structures, functions, policy and procedures • Detailed coverage of core management skills • An in-depth review of professional, governance, safety and quality issues Written in an easy-to-read style, with alphabetically listed themes for quick reference, Management Essentials for Doctors is not only an indispensable guide for busy clinicians, educational leads and medical managers but also a practical resource for interview preparation and career development.
Book Synopsis Medical Receptionists and Secretaries Handbook by : Mari Robbins
Download or read book Medical Receptionists and Secretaries Handbook written by Mari Robbins and published by CRC Press. This book was released on 2017-11-22 with total page 383 pages. Available in PDF, EPUB and Kindle. Book excerpt: This best-selling classic has now been fully revised, expanded and updated. It has established itself over ten years and with three previous editions as the essential handbook for study and daily reference. Medical Receptionists and Secretaries Handbook, Fourth Edition contains vital information for all staff enabling them to work efficiently and effectively both within the NHS and private medical sectors. It encourages an understanding of the importance of administrative staff in providing high standards of patient care and promotes teamwork throughout the whole healthcare environment. No medical receptionist, secretary or healthcare administrator should be without it!
