How to learn from serious incidents The NHS England national serious incident framework outlines the need to carry out investigations to make sure that learning from serious incidents happens for the purposes of preventing recurrence. Despite this guidance, there is evidence that the same type of incident happens again and again across the NHS. In […]
Guidance on Learning From Serious Incidents in the NHS Read More »
Despite the tireless work of medical professionals across the NHS, occasionally serious incidents occur which can clearly have a huge impact on the lives of patients and their families. Some of these are completely avoidable and so to provide a framework with which organisations can learn from, and ultimately improve patient care, a list of
Never Events in the NHS – how to learn from them Read More »
What is an independent review? An independent review is the process whereby a service being provided by an organisation is evaluated by an external party in order to gain unbiased and objective feedback. An independent review team can help your organisation to make improvements or changes to your service to enhance customer satisfaction and trust.
The importance of leadership showing courage in the workplace to prevent abuse has come into focus with the emerging scandal at British Gymnastics, which experience suggests is still in its early stages. It is positive that, as more victims have come forward and external scrutiny increased, the organisation has now pledged to carry out an
Courage in the workplace: leadership essential to prevent and tackle abuse Read More »
Sorry needn’t be the hardest word Verita support the Apology Clause campaign and their mission to clarify the compensation act so businesses can understand how to handle complaints and apologise when they should. We have signed their petition and, to raise awareness to our own readers, we have asked them to write an article for
The role of trustees in a charity is an important one which carries with it many responsibilities. But what exactly is their role and what actions can a trustee take to ensure they are effective in helping the charity to achieve its mission? Recruitment specialists Saxton Bampfylde and governance experts Verita held a wide-ranging discussion
The role of trustees in a charity and the effective actions they can take Read More »
What is complaint management outsourcing? Receiving a complaint never feels good so unsurprisingly there are many organisations who find it difficult to see them as useful feedback. This can lead to delays in responding to complaints, as well as an inability to use them as a tool to drive improvements. This is where complaint management
The advantages of complaint management outsourcing Read More »
What is an RCA investigation? Root cause analysis (RCA) was developed for the health services to promote a systematic approach to the investigation of serious incidents. In the past, many investigations did little more than identify the mistakes that happened in the process of care. If undertaken well, an RCA investigation will find out what
The importance of an RCA investigation – NHS trusts Read More »
Patient safety In order to improve patient safety, it is essential to learn from serious incidents. Much has been written about the need to develop an open and fair culture to promote the reporting of serious incidents yet unfortunately I still hear about blame when staff are punished for making mistakes at the sharp end.
Developing an open and fair culture within the NHS Read More »
