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Listening and learning
The Health Ombudsman resolved a total of 15,186 complaints about the NHS in England in 2010-11. This report shows how, at a local level, the NHS is still not dealing adequately with the most straightforward matters. As the case studies illustrate, minor disputes over unanswered telephones or mix-ups over appointments can end up with the Ombudsman because of knee-jerk responses by NHS staff and poor complaint handling. While these matters may seem insignificant alongside complex clinical judgments and treatment, they contribute to a patient's overall experience of NHS care. The escalation of such small, everyday incidents represents a hidden cost, adding to the burden on clinical practitioner...
The Facilitating Partnership
In The Facilitating Partnership, Jeffrey Applegate and Jennifer Bonovitz show how D. W. Winnicott's therapeutic ideas and technique are particularly relevant to a agency-based psychodynamic treatment of clients whose histories of deprivation and trauma historically have made them unlikely—and reluctant—candidates for in-depth clinical services. Winnicott's concepts are especially powerful in capturing the "silent," supportive, sustaining, relationship-based dimensions of clinical work and the authors provide an accessible language for explicating these invaluable activities. Through extensive case vignettes, Applegate and Bonovitz demonstrate that interventions emerging from Winnicott's key concepts—the good enough mother, the holding environment—can bolster clients' ego strengths and coping capacities while promoting their psychosocial development in ways that help them profoundly alter maladaptive life patterns. A Jason Aronson Book
Living Zoroastrianism
This text describes the realities of modern Parsi religion through 30 interviews in which urban Parsis belonging to different social milieus and religious schools of thought discuss various aspects of their religious lives. Zoroastrianism, the faith founded by the Iranian prophet Zarathustra, originated around 1000BCE and is widely regarded as the world's first revealed religion. Although the number of its followers declined dramatically in the centuries after the 7th century Islamic conquest of Iran, Zoroastrians survive in Iran to the present day. The other major Zoroastrian community are the Parsis of India, descendants of Zoroastrians who fled Muslim dominion.
Responsive and accountable?
This report reveals complaint handling across government to be inconsistent, haphazard and unaccountable, operating without any overarching design, overall standards or common performance framework. This is unhelpful for people who want to change their experience of interacting with a public service by making a complaint. It also means opportunities to improve public services through complaint handling are being missed. There is no shared view across government of the standard of complaint handling that a member of the public can reasonably expect. Complainants may be required to navigate anything between one and four stages of a complaint procedure before 'local resolution' is completed and...
Improving Public Service
The Parliamentary and Health Service Ombudsman responsible for investigating complaints regarding whether governmental departments, agencies and some other public bodies in the United Kingdom, and the National Health Service (NHS) in England, have acted properly or fairly, or have provided poor service. This is the first report from the Parliamentary and Health Service Ombudsman of the new 2008-09 session, and sets out 20 cases that the Ombudsman believes illustrate good and poor practice in dealing with complaints from the public, and further demonstrate how things might have been handled differently if the public body concerned had in the mind the Ombudsman's three sets of principles on: good administration; remedy; and complaint handling.
Best Care at Lower Cost
America's health care system has become too complex and costly to continue business as usual. Best Care at Lower Cost explains that inefficiencies, an overwhelming amount of data, and other economic and quality barriers hinder progress in improving health and threaten the nation's economic stability and global competitiveness. According to this report, the knowledge and tools exist to put the health system on the right course to achieve continuous improvement and better quality care at a lower cost. The costs of the system's current inefficiency underscore the urgent need for a systemwide transformation. About 30 percent of health spending in 2009-roughly $750 billion-was wasted on unnecessa...
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