A Net Promoter score programme is put in place to capture patient feedback, monitored and administrated by an independent body.
The NHS Constitution must be provided to every patient on arrival in hospital, and if necessary it be explained to them.
The CEO of the Kings Fund once told me “the NHS dynamically resists change”. In other words, it slows progress to be a better future by a subtle and well-practised set of rules and procedures. So, over the next few days I will publish ideas to increase the rate of change within the NHS to improve care for all.
I thought it might be useful to point you at two reports that have received some coverage in the Press but are hardly mentioned by the NHS. NHS England seems to have gone to some lengths remove any NHS Branding the reports. In reading them, you might think that this was a private hospital.
Here is Matt Hancock’s introduction in full
The Gosport Independent Panel has made us see with great clarity a terrible and shameful episode in our history. To read the Panel’s report is to understand how doctors, nurses, and leaders in healthcare – those we most want and need to trust – can fall away from acceptable standards of practice, with awful consequences for patients. The report also describes with quiet anger the many struggles and frustrations of the families of those who died at Gosport. For the families, the Panel’s report marks an important milestone rather than an end point and, while the Government cannot express a view about any subsequent process that may take place, we would like this response to be, in part, a tribute to the Gosport families and those who have supported them for their resilience, perseverance and courage in the face of many obstacles and delays.
The Panel’s report has made us think and reflect hard in Government and the NHS and in other agencies. This response document describes our initial actions and areas where we plan to do further work. I am sure, however, that this will not be the last word on the matters raised by the Panel’s report. Where we see opportunities now or in future years to act to both improve the safety of care and to honour those who were so badly let down in Gosport, we will seize them, and we will act on them.
You don’t have to look further than Winterbourne View and Whorlton Hall to understand how bad things get when the NHS fails to uphold Article 3. It’s not much to ask that a Government-funded hospital, regularly inspected by professional health and care professionals. But let’s look at how many breaches there are here:
Articles 1,3,4,5,6, 7 and 8.
Well, that’s enough for a start. But of more concern is the CQCs breach of Article 8 Everyone has the right to an effective remedy by the competent national tribunals for acts violating the fundamental rights granted him by the constitution or by law. It is unacceptable the CQC can say it’s hard to inspect such cruel and heartless regimes. CQC deputy chief inspector Dr Paul Lelliott said it was “now clear we missed what was going on”. “This illustrates how difficult it is to get under the skin of this type of ‘closed culture’,” he added. It’s worth noting the same company ran Winterbourne View and Whorlton Hall.
CQC has not been fit for purpose for some time and change is needed at both NHS England and CQC to replace the complacent and lazy leadership.
Everyone has the right to life, liberty and security of person
An immutable right and perhaps not one extended to mental health patients in England. NHS continues to fail in it’s “parity of esteem” principle, the NHS words for treat people with mental health to the same relevant clinical standard as with physical health issue.
Everyone is entitled to all the rights and freedoms set forth in this Declaration, without distinction of any kind, such as race, colour, sex, language, religion, political or other opinion, national or social origin, property, birth or other status. Furthermore, no distinction shall be made on the basis of the political, jurisdictional or international status of the country or territory to which a person belongs, whether it be independent, trust, non-self-governing or under any other limitation of sovereignty.
The NHS was clearly formed with this in mind the three pillars aim to support Article 2