How clinicians influence the process
FLI#3.2: Why Complaints Escalate
Frontline Lessons from ISCAS: What Complaints Are Teaching Clinicians – Why Complaints Escalate (A Sequence of Moments)
How clinicians influence the process
FLI#3.1: Why Complaints Escalate
Frontline Lessons from ISCAS: What Complaints Are Teaching Clinicians – The Power of Clarity
Ownership is a Fragmented System
FLI#2.3: The Power of Clarity
Frontline Lessons from ISCAS: What Complaints Are Teaching Clinicians – When Complications Become Complaints
Ownership is a Fragmented System
FLI#2.2: When Complications Become Complaints
Frontline Lessons from ISCAS: What Complaints Are Teaching Clinicians – Who owns the problem?
Ownership is a Fragmented System
FLI#2.1: Who owns the problem?
Frontline Lessons from ISCAS: What Complaints Are Teaching Clinicians – The Expectation Gap
Complaints are about communication, not just care:
FLI#1.3: The Expectation Gap
Frontline Lessons from ISCAS: What Complaints Are Teaching Clinicians – An increasingly common sentiment in escalated complaints – ‘I wasn’t heard’.
Complaints are about communication, not just care
FLI#1.2: An increasingly common sentiment in escalated complaints – ‘I wasn’t heard’.
Frontline Lessons from ISCAS: What Complaints Are Teaching Clinicians – The Uncomfortable Truth – What patients complain about vs what clinicians expect
Complaints are about communication, not just care:
FLI#1.1: The Uncomfortable Truth – What patients complain about vs what clinicians expect
Case Study: The Rise of Online Weight-Loss Prescriptions in the UK – Successes, Challenges and learning from complaints
The UK has experienced a rapid expansion in the use of modern weight-loss medications, such as semaglutide (Wegovy) and tirzepatide (Mounjaro). Although these medicines were initially developed for diabetes management, their effectiveness in promoting significant weight loss has transformed obesity treatment. Wegovy received UK approval for weight management in 2021, while Mounjaro was authorised for … Continue reading Case Study: The Rise of Online Weight-Loss Prescriptions in the UK – Successes, Challenges and learning from complaints
Case Study: Using Artificial Intelligence (AI) to Help Write a Complaint – What Worked and What Didn’t
Background This case study involves a patient who raised a complaint about their healthcare and asked for it to be escalated to Stage Two of the complaints process.When the provider agreed for the complaint to be escalated, they sent a letter asking the patient to confirm the “heads of complaint” – a required step that … Continue reading Case Study: Using Artificial Intelligence (AI) to Help Write a Complaint – What Worked and What Didn’t