Informal user feedback
Informal and insufficient processes for providing feedback to service users, leading to a lack of clarity and accountability.
Strongest theme matches
Mixed across source types and ranked by classifier confidence plus text match strength.
PFD report
69match
Dennis Oldland
Concerns were raised that care workers leaving visits early could lead to insufficient interaction with service users, potentially overlooking risks to their welfare.
Matched on
terms: user
PFD report
61match
Lorraine Youngs
The coroner noted delays in implementing an agreed care package and identified that there appeared to be no system for following up the implementation of such packages, raising concerns about potential impacts on vulnerable service users.
Matched on
terms: user
PFD report
61match
Simon Barber
The coroner noted inadequate risk assessments by First Class Care and identified a need for staff to be aware of the importance of reporting all incidents that endanger service user safety.
Matched on
terms: user
Committee recommendation
57match
#53 - 1st Report - Who watches the watchdogs? Improving the performance, independence and accountability of UK regulators
The difference in resources between individual consumers and businesses has the potential to distort the feedback and representations that regulators receive. In some areas, this potential gap is at least partially remedied by statutory provision for independent consumer advocacy, as seen in the water, postal and energy sectors. We are concerned that some sectors, such as telecommunications, are...
Matched on
terms: feedback
Committee recommendation
57match
#9 - 2nd Report - Lost in translation? Interpreting services in the courts
The Government should improve existing mechanisms for stakeholder engagement. Within six months, the MOJ should create a stakeholder forum which provides opportunities for regular and direct feedback from frontline legal professionals working with interpreters in the courts, and interpreters delivering interpreting services in the courts.
Matched on
terms: feedback
CQC action
57match
The County Hospital
The service should consider improving the response when requesting patient feedback.
Matched on
terms: feedback
CQC action
57match
Royal Victoria Infirmary
The service should further improve the quality of food provided to all patients and seek regular patient feedback.
Matched on
terms: feedback
CQC action
57match
Kidderminster Hospital and Treatment Centre
The serviceshould review methods of gaining patient feedback and improve their response rates.
Matched on
terms: feedback
CQC action
57match
Airedale General Hospital
The service should continue to engage in the development of the maternity voices partnership and develop systems to gain insight and feedback from people who use the maternity service.
Matched on
terms: feedback
CQC action
57match
Windsor Dialysis Unit
Continuetoengagewithstafftogetfeedbackontheserviceanditsmanagement.
Matched on
terms: feedback
CQC action
57match
Trust Head Office, CEME
Implement a system with the provider who manages the SARC to ensure feedback from patients, families and carers, is obtained to provide an opportunity for improvements to be made to the service when needed.
Matched on
terms: feedback
CQC action
57match
Alder Hey Children's Hospital
Provide visible and accessible information to patients to help them to feedback and/or make complaints about the service.
Matched on
terms: feedback
CQC action
57match
Prospects for People with Learning Disabilities - 3 Norwich Road
It is good practice to seek regular feedback from people who use the service and any other people involved in the service, such as, relatives, friends and professionals. This gives the provider information about what the service does well and what could be done better. The provider could then take steps to address any issues that arose as...
Matched on
terms: feedback
PFD report
53match
Geraint Hughes
The coroner identified a lack of formal carer's assessments and irregular contact from the case coordinator, leading to outdated care plans and risk assessments. Concerns were also raised about supervisory arrangements failing to detect these issues.
Matched on
classifier match
PFD report
53match
Thomas Godderidge
The coroner noted a lack of reliable liaison between Adult Social Care and care providers when capacity concerns are raised, leading to missed opportunities. There were also concerns that capacity assessments do not consistently account for variable and fluctuating capacity.
Matched on
classifier match
PFD report
53match
Janet Brown Townend
Carers provided insufficient visit times and did not escalate Ms Townend's deteriorating health or inaccurate Early Warning Sign records. Concerns were also raised about the lack of follow-up on her seeking GP support or reassessment of capacity for unwise decisions.
Matched on
classifier match
Committee recommendation
53match
#65 - 2nd Report - Must do better: the Office for Students and the looming crisis facing higher...
It is positive that OfS senior staff now intend to visit higher education providers more regularly, as this kind of informal contact between institutions can provide valuable insights that cannot be gleaned from datasets.
Matched on
terms: informal
Committee recommendation
53match
#67 - 1st Report - High Streets: Life beyond retail?
In reviewing its work with 67 high streets across the country to deliver the Heritage Action Zones programme, Historic England identified that local governance structures that gave local communities a say in decisions were key in ensuring that places met the needs of their users, and were therefore ultimately successful. 134 Community Improvement Districts (CIDs) are an example...
Matched on
terms: user
Committee recommendation
53match
#29 - 12th Report - Government compensation schemes
We asked the Departments what feedback they had received from victims about transparency during the claim process and what it was doing to address feedback it received. DBT told us it amended the claim guidance on the Horizon Compensation Schemes, in response to feedback from claimants about wanting more information, and has considered an online tracker so claimants...
Matched on
terms: feedback
CQC action
53match
Glemsford Surgery
Continue to engage in patient feedback/survey exercises to gain and act upon patient opinion to improve patient satisfaction.
Matched on
terms: feedback
CQC action
53match
The Sidings Medical Practice
Develop a system to gather patient feedback that is also accessible to people whose first language is not English.
Matched on
terms: feedback
CQC action
53match
Moorcroft Medical Centre
Maintain oversight and continue to monitor and review patient feedback on access.
Matched on
terms: feedback
CQC action
53match
Market Weighton
Continue to monitor access to the practice, audit and analyse the new appointments system and continue to monitor patient feedback.
Matched on
terms: feedback
Inquiry recommendation
53match
F255 - Using patient feedback
Results and analysis of patient feedback including qualitative information need to be made available to all stakeholders in as near "real time" as possible, even if later adjustments have to be made.
Matched on
terms: feedback
Committee recommendation
52match
#3 - 12th Report - Government compensation schemes
We also received written submissions from a range of different sources including voluntary sector organisations, academic and researchers as well as wider government stakeholders. A list of the written evidence is available on the inquiry page of the Committee’s website.3 In particular, the evidence we received has drawn to our attention the importance of: • clear, proactive communication...
Matched on
terms: user
CQC action
52match
St Austell Hospital - Penrice Birthing Unit
The service should consider improving how information is displayed on how to give feedback and make a complaint about the service.
Matched on
terms: feedback
CQC action
52match
Ranyard at Mulberry House
Systems were not established to seek and act on feedback from relevant persons on the services provided for the purposes of continually evaluating and improving the services.
Matched on
terms: feedback
CQC action
52match
Ranyard at Dowe House
We recommend that the service find ways to consult and gather the feedback of people about the service provided.
Matched on
terms: feedback
CQC action
52match
Pheonix Healthcare
The registered person must effectively act on feedback from relevant persons and other persons on the services provided, for the purposes of continually evaluating and improving the services.
Matched on
terms: feedback
CQC action
52match
Darenth Grange Residential Home
The provider should gather feedback and suggestions from relatives about the development of the service, including through questionnaires and exploring social media channels.
Matched on
terms: feedback
CQC action
52match
Caremax Support Services Ltd
We recommend the provider consider their approach to supporting people to give feedback about the service and take action to improve their practice accordingly.
Matched on
terms: feedback
CQC action
52match
Ashmore House
The provider must establish and operate effective systems to seek and act on feedback from relevant persons to continually improve the service.
Matched on
terms: feedback
Inquiry recommendation
52match
BRIS-166 - PCTs must involve public in commissioning hospital services and gather feedback
Primary care trusts (and groups), given their capacity to influence the quality of care in hospitals, must involve patients and the public, for example through each PCG/T’s Patient and Advocacy Liaison Service. They must make efforts systematically to gather views and feedback from patients. They must pay particular attention to involving their local community in decision-making about the...
Matched on
terms: feedback
PFD report
49match
Ailsa Stewart
The coroner noted a lack of cohesive national guidance across health and social care regarding the suspension of domiciliary care packages. Concerns were also raised about the absence of specific rules for agencies to convey information when vulnerable patients are discharged from urgent care settings without formal admission.
Matched on
classifier match
PFD report
49match
Beryl Simcock
The coroner noted a lack of written policies for care planning and risk assessments, with concerns that reviews were either not completed or records were falsified. Additionally, family members were not always given timely information about significant incidents or deprivation of liberty.
Matched on
classifier match
Committee recommendation
49match
#5 - Develop and publish a comprehensive stakeholder engagement framework for marine decision-making by January 2025.
We recommend that the Department for Environment, Food and Rural Affairs (DEFRA) develops a comprehensive framework for engaging a diverse range of stakeholders, particularly coastal communities and underrepresented voices, early-on in marine decision-making and outline the responsible organisation for leading the engagement across areas of marine policy. This framework should identify a range of stakeholder engagement activities appropriate...
Matched on
classifier match
Committee recommendation
49match
#4 - Ensure care-experienced young people's full engagement and involvement in social care accountability mechanisms.
The Department should ensure that it is engaging with care-experienced young people in all areas of its work on children’s social care and should encourage local authorities to do the same. The Department for Education, 82 Ofsted and the Care Quality Commission should ensure that care- experienced young people are involved in accountability mechanisms for the quality of...
Matched on
classifier match
CQC action
48match
Oak Tree Manor
However, we noted that the notes for these meetings did not include a record of discussion or staff voice. This was an area that needed to be developed to ensure all feedback and ideas were captured.
Matched on
terms: feedback
CQC action
48match
Rosecroft Residential Care Home
The provider should ensure that action plans or records are in place to show how people's feedback from resident meetings and other sources has been consistently addressed.
Matched on
terms: feedback
Inquiry recommendation
48match
F256 - Follow up of patients
A proactive system for following up patients shortly after discharge would not only be good "customer service", it would probably provide a wider range of responses and feedback on their care.
Matched on
terms: feedback
Committee recommendation
48match
#24 - Fourth Report: Home Office preparedness for COVID-19 (Coronavirus): institutional accommodation
While we welcome the communication of Covid-19 guidance by providers to their service users, we urge all providers to check regularly with their service users, and with wider stakeholders, to ensure that they are receiving up to date and timely Covid-19 guidance. This is essential given the Government’s gradual easing of the lockdown restrictions and its fast-changing key...
Matched on
terms: user
CQC action
48match
The York Hospital
The trust must seek and act on feedback from relevant persons on the services provided, for the purposes of continually evaluating and improving such services.
Matched on
terms: feedback
PFD report
45match
Joshua Brown
The coroner noted limited information sharing with Mr. Brown's parents, his primary support, due to his wishes and their non-carer status, which impacted their ability to assist the team. There was also no system for family members to review and confirm the accuracy of notes made by the community team.
Matched on
classifier match
PFD report
45match
Dorota Kijowska
The outcome of a review meeting was not signed off in writing by those in attendance and was not clearly communicated to the individual concerned.
Matched on
classifier match
PFD report
45match
Owen Gardner
The coroner noted that individuals with cognitive deficits may miss important appointments if their next of kin are not consistently informed of short-notice changes, as there is no system to facilitate this communication.
Matched on
classifier match
Committee recommendation
45match
#52 - 1st Report - Who watches the watchdogs? Improving the performance, independence and accountability of UK regulators
Where they do not do so already and where resources allow, regulators should survey those they regulate, ideally annually. Summaries of the results of these surveys should be made public.
Matched on
classifier match
Committee recommendation
45match
#8 - 2nd Report - Lost in translation? Interpreting services in the courts
Despite the Government’s efforts, frontline staff do not feel engaged with or represented in discussions with the Government regarding interpreting in the courts.
Matched on
classifier match
GIRFT recommendation
45match
Vascular Surgery
Improve insight into patient experience in vascular services, to support clinically led improvement. 13A: Vascular surgery providers to review their FFT response rates and, where response rate appears low, use suggestions in FFT guidance to improve rate. 13B: GIRFT to work with other national bodies to consider how best to gather and apply insights on patient experience to...
Matched on
classifier match
CQC action
45match
University Hospital of Hartlepool
The service should put plans in place to increase response rates to the NHS Friends and Family Test in the Children’s Day Unit.
Matched on
classifier match
CQC action
45match
Royal Shrewsbury Hospital
The service should ensure all patients are able to discuss any concerns with staff.
Matched on
classifier match