Safeguarding

Recommendations

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Chapter 5: Complaints and concerns 43 Complaints: general approach 43 The 2004 complaints regulations 43 The 2006 complaints regulations 44 Further proposed changes 44 Complaints: the inquiry recommendations 45 Standards for complaints handling 45 Initial handling 46 Objective standards for judging complaints 47 Complaints against private or voluntary sector organisations 47 Advising and supporting patients who are considering a complaint 47 Review of the new complaints system 48 Complaints: specific issues in primary care 49 PCT involvement in complaints 50 Implied complaints 50 Raising standards of complaints handling 51 Concerns 51 Handling concerns 51 Supporting those wishing to raise concerns 51 Chapter 6: Boundary transgressions 54 Guidance on boundary transgressions and sexualised behaviour 55 Development of guidance 55 Research on prevalence 56 Guidance to employers on handling allegations 57 Advocacy services 57 Chaperoning policies 58 Chapter 7: Particular issues in mental health services 59 Patient confidentiality 59 Advocacy and advice 60 Supervision of consultant psychiatrists 60 Intervention by regulators 61 Education and training 61 Chapter 8: Information 62 Information held by individual employers or PCTs 62 Information held centrally 64 Particular categories of information 65 Practice profiling 65 Prescribing data 66 Mortality information 66 Information on clinical negligence claims 67 Information for patients and the general public 68 Information on health professionals 68 Information on treatments and on treatment outcomes 69 Chapter 9: Summary of action programme 71
References 75 List of abbreviations 80 Annexes: A Terms of reference of the inquiries 81 B Terms of reference of the reviews of medical and non-medical regulation 83 C Recommendations of the Shipman Inquiry’s fifth report 84 D Recommendations of the Ayling Inquiry 110 E Recommendations of the Neale Inquiry 116 F Recommendations of the Kerr/Haslam Inquiry 122
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Safeguarding

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