Nhs Complaints Managers
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Nhs Complaints Managers
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Author : Clare Xanthos
language : en
Publisher: Universal-Publishers
Release Date : 2004
Nhs Complaints Managers written by Clare Xanthos and has been published by Universal-Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Psychology categories.
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.
Feeding Back Learning From Complaints Handling In Health And Social Care
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Author : Great Britain. National Audit Office
language : en
Publisher: The Stationery Office
Release Date : 2008
Feeding Back Learning From Complaints Handling In Health And Social Care written by Great Britain. National Audit Office and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with Medical categories.
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.
Who Cares About The Health Victim
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Author : John Elder
language : en
Publisher: John Elder
Release Date : 1998
Who Cares About The Health Victim written by John Elder and has been published by John Elder this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998 with Compensation (Law) categories.
An uncomplicated, comparative 'inside' into health service complaints procedures, compensation schemes and patients' rights in the developed world, with a critical yet objective focus on the UK systems.
Conciliation In Healthcare
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Author : Anne Ward Platt
language : en
Publisher: CRC Press
Release Date : 2018-04-19
Conciliation In Healthcare written by Anne Ward Platt and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-04-19 with Medical categories.
Conciliation is the term used in the National Health Service to describe a particular form of dispute resolution that is used in relation to the complaints process. Conciliation has uses beyond the resolution of complaints. It can be of value in any situation where the clinical relationship has broken down. Equally, it may be used in an attempt to restore relationships as part of conflict management, either within the NHS or in other organisations where conflict or disagreement exists. This concise, practical guide clearly sets out the role of conciliation, and dispels the many misconceptions surrounding procedures and expectations. Conciliation in Healthcare provides invaluable resources for all healthcare staff involved in complaints, either from an operational, strategic or academic perspective. This includes conciliators themselves and those involved in their training, and staff with specific responsibilities for implementing complaints procedures, both in the public and private sectors. It's also highly recommended for those who provide advocacy and support for complainants, as well as those against whom complaints have been made.
The Practice Manager S Law Handbook
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Author : Arthur Brown
language : en
Publisher: John Wiley & Sons
Release Date : 2008-04-30
The Practice Manager S Law Handbook written by Arthur Brown and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-04-30 with Health & Fitness categories.
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.
Medical Receptionists And Secretaries Handbook
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Author : Mari Robbins
language : en
Publisher: CRC Press
Release Date : 2017-11-22
Medical Receptionists And Secretaries Handbook written by Mari Robbins and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-11-22 with Medical categories.
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!
Essential Guide To Generic Skills
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Author : Nicola Cooper
language : en
Publisher: John Wiley & Sons
Release Date : 2008-04-15
Essential Guide To Generic Skills written by Nicola Cooper and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-04-15 with Medical categories.
This is a vital text to help you with the competency assessment in the UK Foundation Programme giving practical advice in an easy to follow format. It advises new doctors on note-keeping, time management/organisation, communicating with colleagues, the structure of the NHS, and how to deal with the ethical and legal issues they face when on-call. Also looks at emotional intelligence, learning styles or how different personality types can work together more effectively.
Hospital Management
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Author :
language : en
Publisher:
Release Date : 1925
Hospital Management written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1925 with Hospitals categories.
Work Based Learning In Health Care
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Author : Katherine Rounce
language : en
Publisher: eBook Partnership
Release Date : 2005-02-10
Work Based Learning In Health Care written by Katherine Rounce and has been published by eBook Partnership this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-02-10 with Business & Economics categories.
This book is about sharing knowledge and practice. It arose from a conference that was hosted by the Work Based Learning and Accreditation Unit of the School of Health and Social Sciences at Middlesex University. We believed that as a Unit and within the University we have the expertise and experience to make a significant contribution to the debates surrounding the development and implementation of work based learning in health care. However, we were also aware that we are by no means alone in this and that excellent work is being developed and practised in many other universities and organisations: and so the idea of the conference as a platform from which to share knowledge and practice was born. Whilst this book doesn't provide a 'how to' guide, it addresses a topic that has become increasingly important in government, business and edu- cation: the role of the workplace in the generation of knowledge in a complex and changing society. The book presents a range of ideas and practice that cross many of the debates in work based learning including the student experience, the organisational experience of accreditation and professional impact as well as academic and policy reviews. As such, we believe that those who are experienced in work based learning and those who are just beginning to think about it will find something here to stimulate thinking and the development of new ideas.
Resolving Patient Complaints
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Author : Liz Osborne
language : en
Publisher: Jones & Bartlett Learning
Release Date : 2004
Resolving Patient Complaints written by Liz Osborne and has been published by Jones & Bartlett Learning this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Health facilities categories.
Using a clear, straightforward approach, this book provides a patient-oriented approach to complaint handling that can be used by all staff in an office, clinic, or system. Readers will learn how to develop a system for documenting patient complaints and comments, As well as strategies for monitoring and analyzing the information documented by patient claims. Other tools include a mechanism for changing behaviors of health care providers and improving delivery systems, strategies for dealing with difficult and abusive patients, and sample scripted transcripts for dealing with the most common types of complaints heard by health care practitioners. With a solid service recovery system in place, health care organizations and practices can meet accreditation agency standards for grievance processes, and, As a result, greatly reduce risk management claims. Resolving Patient Complaints: A Step-by-Step Guide to Effective Service Recovery provides managers, physicians, and employees with the skills and tools necessary to implement a service recovery process to respond to and review patient complaints and concerns about quality of care. Author Liz Osborne draws on her 15 years of experience as manager of a patient relations department in a large HMO to give expert advice on addressing patient dissatisfaction appropriately and effectively.