This site is intended for health professionals only
Saturday 18 November 2017
Share |

Topic: Complaints

May 3, 2017
A Somerset practice was defrauded £22,000 over three years by its practice manager who has since been given a suspended sentence for the theft.

A Somerset practice was defrauded £22,000 over three years by its practice manager who has since been given a suspended sentence for the theft.

Jackie Bibby was found to be wrongfully paying herself thousands of pounds from the practice’s bank accounts for fake overtime.

The fraud began in 2011 when Bibby became manager of Clarence Park Surgery in Weston-super-Mare, and only stopped when she was caught in 2015.

May 2, 2017
Virginia Patania is not a typical practice manager. Angela Sharda speaks to her about her outlook and approach.

Virginia Patania hasn’t used the title ‘practice manager’ for about a year, but instead refers to herself as a ‘transformation partner’, which she describes as ‘someone who is deeply invested in the practice’s change and transformation, but has a stake.’
Her approach is different from the conventional practice manager, but she is also keen on making a difference in her community and in general practice. Her positive approach, she says, comes from the people around her and from generating results.

April 28, 2017
A North-east London practice has complained that their level of patient care is being adversely affected by an out-of-bounds clinical room.

A North-east London practice has complained that their level of patient care is being adversely affected by an out-of-bounds clinical room.

Driver & Partners practice in Forest Gate, is seeing up to 100 fewer patients a day due to the clinical room being out of service for months, according to practice staff.

The surgery has 7,000 patients on its list and can see up to 250 individuals in one day depending on how many rooms are available.

April 27, 2017
A practice group in Sunderland has been threatened with closure after CQC inspectors placed it in special measures for a second time.

A practice group in Sunderland has been threatened with closure after CQC inspectors placed it in special measures for a second time.

Care Quality Commission (CQC) inspectors rated almost every aspect of care at Sunderland's Hylton Medical Group as 'inadequate' on 20 April.

The practice has lodged an appeal and is awaiting the outcome.

The group, which operates two sites for 5,240 patients, only came out of special measures a year ago.

April 10, 2017
A GP from a single practitioner practice has been struck off the register following 22 allegations of dishonesty, insulting treatment of staff, and disrespectful references to patients and a fellow doctor.

A GP from a single practitioner practice has been struck off the register following 22 allegations of dishonesty, insulting treatment of staff, and disrespectful references to patients and a fellow doctor.

April 3, 2017
Elliott Hall Medical Centre in Middlesex is the first practice in London to be awarded an ‘Outstanding’ rating by the Care Quality Commission (CQC).

Elliott Hall Medical Centre in Middlesex is the first practice in London to be awarded an ‘Outstanding’ rating by the Care Quality Commission (CQC).

The practice was rated as outstanding in all areas: Safe, Effective, Caring, Responsive, and Well-led.

Ursula Gallagher, CQC deputy chief inspector for primary care in London, told Management in Practice how the practice achieved this.

Arrival

March 7, 2017
Another person has been jailed in the Crown Prosecution Service’s campaign to rid the health service of sham title-holders.

Another person has been jailed in the Crown Prosecution Service’s campaign to rid the health service of sham title-holders.

Jon Andrewes, 63 from Totnes in Devon, has been sentenced to two years in prison after falsifying his qualifications to secure a job as a senior NHS manager and get paid more than £1m from 2005-16.

January 24, 2017
Bad attitude and communication are some of the top reasons for GP complaints, a YouGov survey of over 2,000 members of the public has revealed.

Bad attitude and communication are some of the top reasons for GP complaints, a YouGov survey of over 2,000 members of the public has revealed.

Three of the top five reasons for having made a complaint about a GP relate to poor communication and behaviour, ahead for the first time of clinical issues.

December 7, 2016
Practice managers should make GPs aware of new guidance on dealing with inappropriate and intrusive behaviour from patients, especially online.

Practice managers should make GPs aware of new guidance on dealing with inappropriate and intrusive behaviour from patients, especially online.

The Medical Defence Union (MDU) journal has published an article which warns that social media is making GPs more accessible than ever to patients who may seek unprofessional contact with them.

October 11, 2016
RCN research suggests transgender patients regularly face prejudice and a lack of understanding, which may be due to a lack of training

The NHS is failing to meet the needs of transgender adults and children, according to new research from the Royal College of Nursing (RCN).

The UK has seen a steep rise in the numbers of transgender patients accessing care with several gender identity clinics experiencing increases of several hundred percent in recent years.

However, recent reports from the RCN suggest transgender patients regularly face prejudice and a lack of understanding, as well as a persistent disadvantage in accessing appropriate health care.

October 11, 2016
A survey of almost 2,000 people revealed that 40% dislike having to talk to GP receptionists

Two in five patients reported that having to tell GP receptionists their symptoms before booking an appointment could put them off visiting their GP, according to research published in the Journal of Public Health today.

A survey of almost 2,000 people in Great Britain on perceived barriers to seeing a GP, revealed that 40% dislike having to talk to GP receptionists about their symptoms.

September 16, 2016
GP services received 4.7% fewer complaints over the last financial year compared to the previous year, official statistics reveal

Family Health Services (FHS) in the NHS, including GP services, received 4.7% fewer complaints over the last financial year compared to the previous year, official statistics reveal.

NHS Digital figures show the number of FHS written complaints decreased by from 86,629 in 2014/15 to 82,559 in 2015/16.

Across the NHS, the number of complaints dropped by 4.2% to 198,739 in 2015/16 – 8,668 fewer than in 2014/15.

August 25, 2016
A medical defence organisation has reported a 16.4% increase in legal claims made against GPs last year

A medical defence organisation has reported a 16.4% increase in legal claims made against GPs last year.

The Medical and Dental Defence Union of Scotland (MDDUS) said that the increase showed a “growing trend for increased litigation”.

However, the indemnity provider added that the rise was also because of an 8.2% growth in the organisation’s membership.

August 17, 2016
Tell us about your experiences with Capita

In April last year, Capita took over primary care support services in GP practices in England.

Management in Practice and Pulse are keen to find out how the transition has gone for your practice through a short survey.

Please note the results of this survey will be reported in aggregate terms in future Management in Practice and Pulse coverage.

July 27, 2016
The service has published quality standards, outlining what people should expect after lodging a complaint

The Parliamentary and Health Service Ombudsman has published a set of quality standards, outlining what the public should expect after lodging a complaint about the NHS.

Available in the form of a service charter, the standards are accompanied by detailed guidance about what happens at each stage of the complaints process.

July 7, 2016
Dr Henrietta Hughes has been appointed as the new National Guardian for speaking up freely and safely within the NHS

Dr Henrietta Hughes has been appointed as the new National Guardian for speaking up freely and safely within the NHS.

Hughes was appointed by a panel of representatives from the Care Quality Commission (CQC), NHS England, NHS Improvement and the Patients Association.

Also on the panel was Sir Robert Francis QC, whose 2015 independent review into whistleblowing in the NHS recommended the creation of the role.

May 6, 2016
The British Medical Association has issued guidance on medical indemnity as the number of claims has soared, with £5 million payouts no longer unusual

The British Medical Association (BMA) has issued guidance on medical indemnity as the number of claims has soared, with £5 million payouts no longer unusual.

The BMA joined forces with the three medical defence organisations (MDOs) to explain the options as premiums have increased due to the rise in claims and high cost cases brought against GPs.

March 15, 2016
More than eight in 10 doctors won’t reach out about mental health issues, such as depression or anxiety, due to fear of discrimination/stigma from colleagues

More than eight in 10 doctors won’t reach out about mental health issues, such as depression or anxiety, due to fear of discrimination or stigma from colleagues, a new survey suggested.

The poll, released today by the Royal Medical Benevolent Fund (RMBF), surveyed 1,351 doctors in primary and secondary care.

March 10, 2016
NHS England is launching a new scheme next week to increase the number of patients giving feedback through the Friends and Family Test

NHS England is launching a new scheme next week to increase the number of patients giving feedback through the Friends and Family Test (FFT).

As well as a five-day mini campaign (from 14 to 18 March) there will be promotional community activities – such as information stands in local supermarkets, posters in libraries, and local media advertising.

January 27, 2016
The “constant pressure” on GPs to reduce antibiotic prescribing and referrals to A&E could have impacted the case of William Mead, the case report suggested

The “constant pressure” on GPs to reduce antibiotic prescribing and referrals to A&E could have impacted the case of William Mead, the case report suggested.

William Mead, from Penryn, Cornwall, died on 14 December 2014, and his death was put down to natural causes. However, a coroners inquest in June 2015 found that he had treatable blood poisoning (septicaemia) caused by a chest infection.

November 24, 2015
Doctors have a duty to disclose information to the DVLA (or DVA) without a patients consent, if they continue to drive but are unfit to do so, the General Medical Committee (GMC) said today

Doctors have a duty to disclose information to the DVLA (or DVA) without a patients consent, if they continue to drive but are unfit to do so, the General Medical Committee (GMC) said today.

The guidance aims to offer greater clarity for doctors on how to balance their legal and ethical duties of confidentiality with their wider public protection responsibilities, the GMC said, and is part of new draft “strengthened” guidance on confidentiality.

September 25, 2015
The British Medical Association has issued guidelines to improve workload management for over-stretched practices

The British Medical Association (BMA) has issued guidelines to assist over-stretched GPs in workload management, including chapters on patient self-care, reducing bureaucracy and working with other practices.

The guidance, Quality First: Managing Workload to Deliver Safe Patient Care, aims to provide practical for GPs.

September 14, 2015
Try a computerised warning system for diabetes patients who cause particular concern, to avoid the risk of rising diabetes claims, the Medical Defence Union said

Try a computerised warning system for diabetes patients who cause particular concern, to avoid the risk of rising diabetes claims, the Medical Defence Union (MDU) said.

In order to avoid claims, the union recommends doctors consider having a computerised warning system to flag up patients who raise concerns.

August 25, 2015
The British Medical Association (BMA) has branded a clerical error from NHS England – which led to dozens of trainee doctors being unable to work – as “unacceptable”

The British Medical Association (BMA) has branded a clerical error from NHS England – which led to dozens of trainee doctors being unable to work – as “unacceptable”.

More than 40 GP trainees in Oxfordshire and the West Midlands were unable to train or treat patients after NHS England failed to include their names on the MPL (medical performers list).