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. …
During a recent webinar, CQC talked about the characteristics they see in the organisations that are improving. They are that the organisation is outward looking, it responds well to feedback and where the leaders have an ‘open door’ culture. It is striking that these features of improving organisations are the same as those of good …
Baroness Cumberlege’s report ‘First Do No Harm’ gives everyone involved in healthcare a lot to think about. The report examines the consequences of the use of Primodos, Sodium Valproate and pelvic mesh. It highlights serious failings and describes the industry’s response as “disjointed, siloed, unresponsive and defensive”. The reader is left with the dispiriting feeling …
The importance of courageous leadership to prevent abuse in the workplace 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 independent …
Courage in the workplace: leadership essential to prevent and tackle abuse Read More »
The digital healthcare market Over the past year, there has been a significant increase in interest, demand and uptake of digital healthcare. Tech companies, clinicians and patients are all noticing the road to digitisation. Unsurprisingly, all want to be on it. The growing support is welcomed by most. Technology is not new, but it will …
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 …
Trustees in a charity – Verita and Saxton Bampfylde executive summary The important role of trustees in a charity are explored. Being tenacious is key to successful governance. The issues of confidence, complacency, and challenge were common themes during a wide-ranging discussion with leading trustees and audit chairs on their role in a charity …
The role of trustees in a charity and the effective actions they can take Read More »
Serious incidents The current NHS England national serious incident framework outlines the need to make sure that investigations into serious incidents are carried out for the purposes of learning to prevent recurrence. Despite this guidance, there is evidence that the same type of incident happens again and again across the NHS. In our experience, there …
Investigating serious incidents The draft Health Service Safety Investigations Bill aims to bring about a whole-system change to how the NHS investigates and learns from investigating serious incidents. A learning culture in the airline industry has led to dramatic improvements in safety and it is this philosophy that is driving the draft investigations bill. Building …
Investigating serious incidents in the NHS: developing an open and fair approach Read More »
Serious incident investigation In 2011, the Devon and Cornwall Police launched an investigation into alleged abuse at several care homes across Devon, which had been run by Atlas Projects Ltd for people with learning disabilities. Looking into serious incidents, this investigation in October 2013, the police commissioned Verita to review the care provided to residents at …
Serious incident investigation – care homes in Devon Read More »
Healthcare safety investigations In October last year, the Department of Health launched a consultation titled “Providing a ‘safe space’ in healthcare safety investigations”. The consultation ran until mid-December with its purpose to collate views on the creation of a fair and balanced ‘safe space’ in healthcare safety investigations in order to support NHS staff in …
Providing a ‘safe space’ in healthcare safety investigations 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 »
