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1 of 43
Author: THOMPSON Neil;
Title: First do no harm.
Reference: Social and Public Policy Review, 3(1), 2009, (published online).
Format: article;
Topics: assessment; case studies; complaints procedures; decision making; empowerment; older people; social work methods; social workers; practice; United Kingdom; Add comment Select:
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2 of 43
Author: PERSSON Tove; BERG Stig;
Title: Older people’s ‘voices’ – on paper: obstacles to influence in welfare states – a case study of Sweden.
Reference: Journal of Aging and Social Policy, 21(1), January-March 2009, pp.94-111.
Format: article;
Topics: care homes; complaints procedures; home care; older people; older peoples homes; service uptake; research; Sweden; Add comment Select:
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3 of 43
Title: Self Directed Support Service (SDSS) Monitoring & Improvement
Format: research register;
Topics: adult services; complaints procedures; direct payments; independence; monitoring; older people; personalisation; user views; research; Add comment Select:
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4 of 43
Author: WENGER G. Clare;
Title: A patient's experience of an NHS hospital: complaint and outcomes.
Reference: Quality in Ageing, 9(2), June 2008, pp.4-11.
Format: article;
Topics: age discrimination; complaints procedures; hospitals; nurses; older people; patients; user views; Wales; Add comment Select:
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5 of 43
Author: TICKLE Louise;
Title: You can't complain...
Reference: Community Care, 3.4.08, pp.26-27.
Full Text: Click here for the full text or resource
Format: article;
Topics: care homes; complaints procedures; older people; older peoples homes; rights; United Kingdom; Add comment Select:
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6 of 43
Author: -;
Title: Handling complaints from older people in care.
Reference: Community Care, 31.05.07, pp.36-37.
Full Text: Click here for the full text or resource
Format: article;
Topics: care homes; complaints procedures; older people; older peoples homes; United Kingdom; Add comment Select:
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7 of 43
Author: MANTHORPE Jill; et al.;
Title: An inspector calls: adult protection in the context of the NSFOP review.
Reference: Journal of Adult Protection, 9(1), March 2007, pp.4-14.
Format: article;
Topics: adult abuse; adult protection; complaints procedures; hospitals; inspection; older people; user views; research; England; Add comment Select:
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8 of 43
Author: EASTERBROOK Lorna;
Title: Your rights to health care
Publisher: London: Age Concern, 2005. 296p.
Format: book;
Topics: complaints procedures; hospitals; mental health services; NHS; older people; primary care; rights; therapies; practice; England; Add comment Select:
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9 of 43
Author: HEALTH SERVICE OMBUDSMAN;
Title: NHS funding for long term care: follow up report
Publisher: London: Stationery Office, 2004. 17p.
Format: book;
Topics: complaints procedures; expenditure; long term care; NHS; older people; physical disabilities; quality assurance; social care provision; government publication; Add comment Select:
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10 of 43
Author: EASTERBROOK Lorna;
Title: How to make a complaint.
Reference: Working with Older People, 7(4), December 2003, pp.
Format: article;
Topics: complaints procedures; older people; service users; user views; Add comment Select:
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11 of 43
Author: PRITCHARD Jacki;
Title: Let residents speak out.
Reference: Community Care, 5.4.01, p.28.
Full Text: Click here for the full text or resource
Format: article;
Topics: adult abuse; advocacy; complaints procedures; elder abuse; empowerment; older people; older peoples homes; residential care; staff; Add comment Select:
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12 of 43
Author: WILLIAMS Gwen; KEATING John;
Title: Grateful for what you've got?
Reference: Community Care, 5.3.98, pp.30-31.
Format: article;
Topics: carers; complaints procedures; evaluation; home care; inspection; older people; quality assurance; service users; user views; Add comment Select:
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13 of 43
Author: FINCH Jenny;
Title: Involving users and carers in developing standards for mental health services for older people.
Reference: Managing Community Care, 7(6), December 1999, pp.25-29.
Format: article;
Topics: carers; communication; complaints procedures; evaluation; general practitioners; mental health problems; mental health services; older people; service users; standards; user participation; research; Add comment Select:
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14 of 43
Author: BOUNDS Joy; HEPBURN Helen;
Title: Enabling people to be themselves in residential care.
Reference: Elders: the Journal of Care and Practice, 5(4), March 1997, pp.5-17.
Format: article;
Topics: attitudes; complaints procedures; empowerment; older people; older peoples homes; staff; Add comment Select:
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15 of 43
Author: GLASMAN David;
Title: Court in the Act.
Reference: Impact, Newsletter of the Community Care Information Service, No.11, January 1995, p.9.
Format: article;
Topics: community care; complaints procedures; legal proceedings; local government; needs; older people; physical disabilities; social care provision; Add comment Select:
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16 of 43
Author: EDWARDS Nick;
Title: Hobson's choice.
Reference: Social Work Today, 30.4.92, p.12.
Format: article;
Topics: complaints procedures; older people; social care provision; survey methods; user views; Add comment Select:
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17 of 43
Author: EASTERBROOK Lorna;
Title: Losing out in the contract culture.
Reference: Care Plan, 3(3), March 1997, pp.26-27.
Full Text: Click here for the full text or resource
Format: article;
Topics: assessment; care management; complaints procedures; contract procedures; needs; older people; planning; social services; standards; Add comment Select:
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18 of 43
Author: GULLAND Anne;
Title: After the final whistle.
Reference: Nursing Times, 3.2.99, pp.12-13.
Format: article;
Topics: adult abuse; complaints procedures; disciplinary procedures; discipline; elder abuse; hospitals; mental health problems; nurses; older people; staff; whistleblowing; Add comment Select:
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19 of 43
Author: JACKSON Catherine;
Title: Focus on the North West.
Reference: Mental Health Care, 2(3), November 1998, pp.83-85.
Format: article;
Topics: complaints procedures; dementia; good practice; homeless people; homelessness; learning disabilities; mental health problems; older people; personality disorders; rights; social care provision; therapies; treatment; user views; women; Add comment Select:
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20 of 43
Author: AGE CONCERN ENGLAND;
Title: Disability rights and the local government ombudsman: a study of English social services reports
Publisher: London: Age Concern, 1994. 19p.
Format: book;
Topics: assistive technology; complaints procedures; deafness; home care; local government; older people; physical disabilities; Add comment Select:
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