Quality in Lambeth
Ensuring that the health and care services that we commission are of the very highest quality is a job that we take very seriously. We have in place a Commissioning for Quality Framework that supports our commissioning work to ensure high quality care is being delivered.
The challenging reports from Francis, Keogh and Berwick put the spotlight on quality and patient safety in the NHS, and highlighted the importance of involving patients, carers and members of the public as equal partners in the design and assessment of their local NHS services. Quality responsibilities of providersThese are followed up through regular provider contract and quality meetings. We held a Lambeth Quality Summit in partnership with Healthwatch Lambeth on 7 July 2016.
Using complaints to improve quality
We encourage feedback, positive and negative, so that we can make improvements based directly on the concerns of patients and the public and we have a Complaints Handling Policy and Procedure in place.
We welcome any feedback on local NHS services. To find out how to complain about NHS services go to the Contact us page. The Health Service Ombudsman is responsible for oversight of the handling of NHS complaints from the public and has set out the six principles which underpin this work, get it right; be customer focused; be open and accountable; act fairly and proportionately; put things right; and seek continuous improvement.
We continue to work hard to meet the standards set within these principles, working closely with partner agencies such as Healthwatch Lambeth, hospitals and NHS England to ensure a robust service which reflects the principles of being open and enabling continuous improvement to meet the needs of residents within the borough.
Hospital fines for providers who fail to deliver quality standards
NHS Lambeth CCG has contracts with hospitals to provide care for our patients. We have commissioned them to meet national and local quality standards. These are set out in the contracts which we agree with them each year.
The contract requires us to levy fines against hospitals which do not meet standards, unless a sanction variation was agreed before the contract was signed. As a CCG, NHS England requires us to publish information about the fines on a quarterly basis.