The patient group at your GP surgery - why have you not joined? - is often unsung and undervalued. Their interests naturally enough start with the concerns at the surgery and as often as the … [Read more...]
For all to see – a new light on Ombudsman complaint cases
The latest from the PHSO is designed to shed some light on the types of complaints the office is now investigating. I was particularly interested to see how much and how quickly the number of cases … [Read more...]
Getting the Best from Complaint Data – New Suggestions: Old Errors
If you look at the flow chart that comes as part of the new HSCIC (Health and Social Care Information Centre) consultation, the biggest table labelled 'Service Area' is identified as 'Primary cause of … [Read more...]
Supersize Superstrength Ombuds Office
The UK Parliamentary and Health Service Ombudsman is 47 years old. Hire the restaurant, bring out the cake, blow out the candles and sing. But hold the self-congratulatory speeches - the Public … [Read more...]
Sh*t on a Stick
You don't want to get this wrong and it is not as though you get much practice - twice in ?4 years. So having the instructions handy is vital. Vital for the validity of the Bowel Cancer Screening … [Read more...]
Complaints – Is Big Beautiful?
Yet another report on complaint handling - Healthwatch has made a video about how difficult it is for people with a problem with some part of the NHS to complain. They had done some research which … [Read more...]
Survival and the Customer Voice at the Co-op
Now I understand the rationale behind the questions in thesurvey the Co-op Chief Executive (now ex-) Euan Sutherland got sent out, which was the subject of an earlier blog. Many of the questions were … [Read more...]
More from the Horse’s Mouth – Part 2
Stepping back from a particular activity – inspection – this second paper takes a broader view of engaging the public or service user. Here we match the views or the holders of views that are wanted … [Read more...]
More from the Horse’s Mouth – “How To” Hints for Inspectors et al
We thought we would pick up some of the points that Caroline made in her blog ‘The Inspectors Call (but are they listening)’ which reflected on a recent CQC Listening Exercise, to see what lessons … [Read more...]
Have Your Say – the Co-op Calls
Evan was very impatient on the Today programme with Euan in spite of being separated by only one consonant. Euan (Sutherland) the CEO of the Co-op was eager to ask all his customers to have their say … [Read more...]
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