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Kathryn Hudson Deputy Health Service Ombudsman

Kathryn Hudson Deputy Health Service Ombudsman. Listening and Learning. The NHS commits: When mistakes happen, to acknowledge them, apologise, explain what went wrong and put things right quickly and effectively.

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Kathryn Hudson Deputy Health Service Ombudsman

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  1. Kathryn Hudson Deputy Health Service Ombudsman

  2. Listening and Learning • The NHS commits: • When mistakes happen, to acknowledge them, apologise, explain what went wrong and put things right quickly and effectively. • To ensure that the organisation learns lessons from complaints and uses them to improve services.

  3. Listening and Learning – complaints received by region North East: 484 (19) North West: 1,632 (24) Yorkshire and the Humber: 960 (19) East Midlands: 828 (19) West Midlands: 1,186 (22) East of England: 1,215 (21) London: 2,727 (36) South West: 1,182 (23) South East Coast: 1,001 (23) South Central: 729 (18)

  4. Listening and Learning • Reasons for not investigating health complaints • Outside our remit • Not properly made • Premature • Discretionary • Withdrawn by the complainant 58% of complaints closed

  5. Listening and Learning • The Ombudsman’s Principles • Getting it right • Being customer focused • Being open and accountable • Acting fairly and proportionately • Putting things right, and • Seeking continuous improvement

  6. Listening and Learning – upheld or partly upheld complaints North East: 20% (1) North West: 61% (17) Yorkshire and the Humber: 50% (10) East Midlands: 36% (4) West Midlands: 55% (6) East of England: 43% (3) London: 67% (22) South West: 75% (9) South East Coast: 82% (14) South Central: 70% (7)

  7. Listening and Learning • Themes from our casework • Apology • Record keeping • Giving thorough, adequate explanation

  8. Listening and Learning • Sharing our learning • Working with trusts • Dialogue with the NHS • Information sharing • Data collection

  9. Listening and Learning • Listen harder – so that you can learn more.  • Develop better – not more, just better – information about complaints. • Make better use of all the resources – and all the internal and external assurance mechanisms – at your disposal – including the Ombudsman.

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