“Compensation not Care”

There’s been much talk in the press recently about the legal profession playing a more active role in policing the quality of care delivered in the NHS.  No doubt the “no win, no fee” lawyers will have a field day with this.  (This follows on from my previous posts entitled “COLD COMFORT” dated 31 July 2012, “CARE NOT COMPENSATION” dated 2 August 2012 and “LEGAL EAGLES NOT VULTURES” dated 26 February 2012 which can be found in the ARCHIVE).

Now here is a possible future article in the Daily Mail :-

The legal profession will soon be doing more operations in the NHS than doctors.  Examination of patients will routinely be done by lawyers immediately after any treatment is given.  Government Ministers have declared that in a new spirit of openness and transparency in the NHS, all doctors and nurses will be required to give witness statements under oath about any treatment provided free at the point of need.  Private health care will of course remain exempt from these regulations to protect commercial sensitivity.

Care Services Minister, Paul Burstow, always ready with a bag of off-the-shelf quotes about “dignity and respect”, will no doubt wish to say:- “This represents a great step forward for elderly care in the NHS.  It is good to know that after all the reports of poor care of older people in the NHS, at least now I have been able to do something.  My Government will be able to rest easy in the knowledge that where treatment is not provided properly, the compensation should restore some dignity, even if sadly on some occasions has to be posthumous.”

I doubt this is an election winning strategy Mr Burstow !

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“Care Not Compensation”

I recently wrote about all the extra attention hospital wards are receiving from lawyers in their new-found passionate concern about fees…….oops!  I mean health care.  (See “COLD COMFORT” by clicking in the ARCHIVE dated 31 July 2012).

Now I read that a patient deprived of a drink of water in an NHS hospital in London, was so desperate he rang 999 and called a policeman.  When the PC arrived, he found the patient had no water in his room, but was assured by the staff that the gentleman’s aggressive behaviour was due to his medical condition.  Sadly a day after the PC’s visit, the gentleman dies and the coroner had such serious concerns about the lack of proper care, that the case was referred back to the police.  The inquest continues.

This is no doubt an extreme case but it graphically illustrates how failures in basic nursing services can have fatal consequences.  Unfortunately, the PC was unable to help and subsequently any legal involvement by lawyers would only serve to apportion blame and line the pockets of the legal team.

The Care Services Minister, Paul Burstow, will probably call for police constables to be stationed on every ward in future and in the fullness of time McDonald’s will be contracted to provide catering and beverage services managers to offer hydration services to patients.

Or just give patients a drink!

Posted in HEALTH, N.H.S. | 1 Comment

“Cold Comfort”

Some time ago, I wrote in a tongue-in-cheek way about there needing to be a lawyer on every hospital ward to help improve patient care. (Click on February 2012 in the ARCHIVE and see “Untold Pressure” and then “Legal Eagles or Vultures”).

Now it seems lawyers are beginning to take me seriously. Figures from the NHS Litigation Authority show that the NHS paid out a staggering £1.325 BILLION COMPENSATION to patient for medical mistakes and legal fees.  This is 46% up on the previous year spurred on by “no win – no fee” lawyers.

This is a poor state of affairs for patients and good business for lawyers. In the period from 2004 to 2009, there were 5,500 legal cases which resulted in an average compensation per patient of £15,000.  The lawyers took home £36,000 per case.

By 2010 there were 14,000 cases settled.  So at least something is growing in our economy.

Become a lawyer, not a doctor!

P.s. In an article in The Times’ legal section on 5th July 2012, there was a report that Dragons Den entrepreneur James Caan was investing in three solicitors firms.  He must have been reading my blog :-).

P.p.s. On 29th June 2012, the Care Quality Commission reported that 22% of hospitals are failing to meet standards required by law – mainly in relation to low staffing levels and failure to provide basic care.

A lawyer’s paradise!

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“Uplifting Experience ? ” 5

This is a continuation of a series of blogs about stairlifts.  For earlier blogs click on “UPLIFTING EXPERIENCE” in the TAG CLOUD.

My first enquiries through comparison websites and directly to manufacturers and suppliers like Age UK, turned up a distinct lack of purchasing information, particularly about costs.  My conversations with call centre staff were equally unforthcoming about costs and also made reference to dubious practices in the industry.  None of this was particularly reassuring.

When I looked down the Google list I saw an interesting reference to the Office of Fair Trading (OFT).  I thought this might be a good place to point me in the right direction.

In 2010, the OFT was concerned about the increasing number of complaints Trading Standards officers were receiving about the sale of mobility aids including stairlifts.  The total had reached 4,000 at that time.  The OFT commissioned a market study to assess the scale of the problem and this was carried out in the early part of 2011.  The study was produced by SPA Future Thinking and published in August 2011.  It’s 98 pages long and I doubt would be read by many elderly people in their search for any mobility equipment, nonetheless, it raises some very disturbing questions.

  • 22% of purchasers had no previous experience of buying
  • 70% had no expert advice
  • 30% of purchasers are over 75 years old
  • Half had no comparison advice before purchasing:-

“If an in-home salesperson (surveyor) convinced them that mobility aids would meet their needs, they simply bought without investigation of other suppliers.”

  • There was evidence that some suppliers had a policy of not giving any indication of costs over the phone (which makes comparison of prices difficult).  It also leaves sales reps (surveyors) to claim they are giving a discount.

In September 2011, the OFT issued a press release warning that people may be paying too much for mobility aids and secondly that there was evidence of high pressure and misleading sales practices when buying this equipment at home.  They were concerned that half of the customers were not shopping around and so could be paying too much.  They also called for businesses to supply actual prices.

It’s evident from my own earlier experiences that by June 2012 nothing has changed.  In spite of this, the OFT concluded that it was not appropriate to make a market investigation referral to the Competition Commission.

This all suggests that elderly people can be very vulnerable to the sharp practices of some suppliers and manufacturers of mobility equipment.  Stairlifts are not an inexpensive item and therefore it is difficult to see how elderly people can be reassured they are receiving value for money.

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“Social Care White Paper” 2

This blog follows on from “Social Care White Paper 1”.  (Click on Dilnot Commission in the TAG CLOUD to see earlier posts).

It continues the discussion on the social care white paper and the future funding long-term care of older people.

Whilst the continued prevarication is disappointing, there are some promising signs in the white paper that the Government is gradually beginning to chart a way forward.  But — you have to read between the lines — here is my attempt at understanding what the Secretary of State is hinting at  :-

  • Andrew Lansley agrees with the principles of the Dilnot report.
    • This means it is quite a long way from political acceptability and we will not act on its recommendations until we can be convinced they are election-winning proposals, —- i.e. after the next general election.
  • A cap on care costs is accepted but the level set at £35,000 or even £50,000 may be too low.
      • The £100,000 being considered by the Department of Health is just a softener for a cap of around £60,000.   This covers the cost if about two years’ stay in residential care (including £10,000 annual accommodation costs).   It will provide for the remaining lifespan of most residents — except those with mild dementia or long-term disability.
  • The Government is setting up standard eligibility criteria for access to residential care.
      • This is thinly disguised code for limiting residential care to critical and substantial care.   In practice this has already happened, but it needs to be legitimized before an insurance scheme can be introduced.
  • The Government is setting up a loan scheme to allow people to keep their homes if they move into residential care.
      • This is a sop to the chorus of media outcry about people having to sell their homes to pay for care and it may avoid the “death tax” lable.  In practice why do people need to keep a home if they move permanently into residential care.
      • The good news is that it  is also opening the door which leads  older people to use equity release to pay for care, which is the only realistic long-term solution.
  • The Government are considering a voluntary scheme of insurance for long-term care.
      •  This is recognition that the commercial insurance industry are not likely to take this issue up quickly.   Equally the Government, by floating the idea of an opt-out or opt-in scheme, are testing the water, in terms of acceptability.    Personally, I doubt if people will opt in unless the premium is very low (less than £10,000).   However, this has to be the right way forward and it ultimately prepares the way for a universal social care insurance scheme which ensures that everybody – young and old – insure for their frail future.

So overall, whilst the continuing prevarication is disappointing, it is probably a necessary adjustment period.   The more important thing is that at least the signs are pointing in the right direction.

                                            

 

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“Uplifting Experience” 4

My Acorn stairlift brochure arrived today.   This is in response to my enquiry to “Which Stairlift” and the unasked for follow-up phone call from a name I can’t recall.

This brochure is useful as far as it goes; nice photos; good illustration of how a stairlift is fitted and detailed specification.   But nothing at all about the cost !

Given that most of these lifts will be sold to older people on fixed and often limited incomes, you would think they would want to give some indication of the price of their stairlifts.   Perhaps they just want to get their foot through the door first?   I know all stairlifts will vary to suit the staircase, but these are expensive items that you are only going to buy once, so cost is a key issue .

Elderly people are all too aware of the pressure of door-to-door salesmen, selling everything from dish cloths to double glazing.   Not everyone, especially an elderly person on their own, is able to resist that pressure.   Yet without any indication of the cost, you are expected to invite a “surveyor” into your home.   The surveyor is just a salesman by another name and may tempt you with discounts for a quick purchase.   According to the brochure after the visit the “surveyor will instantly be able to give you the peace of mind of knowing exactly how affordable an Acorn stairlift is”.   So it can’t be too difficult to calculate can it?   Now you wonder why I am suspicious of this cagey hanging back approach to cost.

Within a day of receiving the brochure, I get another follow-up phone call to check I have received the brochure.   I guess they are not too confident about the post these days :-).

“Rachel” was a very nice lady, very chatty.   She told me Acorn are the leading manufacturer of stairlifts worldwide.   She is obviously following a script because she also manages to get out that Acorn lifts are made in the UK, — that they are the slimmest on the market, — that they have local surveyors all over the country — and their own engineers who can be called out day and night, — 365 day a year.   All without taking a breath 🙂

What she did not do was tell me anything about cost.   She did say to go direct to manufacturers and not to use “middlemen”.   The inference seemed to be that middlemen cost more, but when I asked what commission they added on, she did not know.   When I pressed her several times on the cost of a stairlift, she eventually said that a straight stairlift would be between £1800 and £2500.   No mention of maintenance costs – I guess she did not want to put me off.

We left it that I would call her back when I had read the brochure.   She ended by again telling me that Acorn was the largest manufacturer of stairlifts worldwide.

At the end of the brochure under the heading “complete peace of mind” is the reassurance that Acorn fits a lift every 14 minutes, 365 days a year somewhere in the world.

That is:-          4 per hour

100 per day

36,500 stairlifts a year

At say an average cost of £3,000 each

That is £110,000,000

Big Business

In the concluding paragraph of the letter accompanying the brochure, the last line says:-

“If you phone us today, we may even be able to fit your new stairlift tomorrow”.

That would be supersonic customer service if you have just come out of hospital and urgently need a stairlift.

But it could be mistaken as a high pressure sales technique if you are an elderly person at home alone, with no prior knowledge of cost and no time to obtain competitive quotations.

No Pressure ?

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“Social Care White Paper” 1

I have already written  about the Dilnot Commission and their proposals for the future funding of social care.  (click on  Dilnot Commission  in the TAG CLOUD)

There is no question that social care in this country is in a crisis; report after report over the last two years points to that.   Equally, the weight of older people arriving at hospitals has dragged NHS care of the elderly well below acceptable levels.

That is why the publication of the social care white paper was so eagerly awaited and so quick to disappoint.   The Government had already announced in advance that there was to be no decision on the Dilnot report, but many people were still hoping against hope, that some decision would be forthcoming.   Predictably when the paper was finally released, there was universal condemnation of the continued delay.

However, I take a different view and understand the politicians prevaracation.   The voluntary sector has proved itself not ready for the required solution, by continuing to demand more Government money.   Encouraged by the voluntary sector position the media continues to beat the drum about older people having to sell their homes to pay for care.

Before we can move on with this debate, we have to explore the myth believed by many elderly people about the difference in virtue between renters and owners.  Renters are not feckless individuals who wasted their money on beer, cigarettes, Sky TV and holidays in Spain.  Nor are they all life-long unemployed people or work shy wasters with fake disabilities living on the state.   Neither on the other side of the divide are owner occupiers people who sweated all their working lives to pay their mortgages to buy their Englishman’s Castle.   Yes they did have to work hard and save the pennies as well as the pounds, but the largest part of homeowners’ wealth was accumulated as they were sleeping.  House price inflation was a direct result of over easy credit, when as a society we should have been saving for our frail futures.

Unfortunately, there are extreme examples of selfishness and greed that allow the headline hungry media to continue to promote the differences.   A few people earning £100,000 a year still living in a Council house and on the other side of the fence, wealthy homeowners still claiming their winter fuel allowance.  The reality as the pensioner years approach, is that frailty is a great leveler.  Your health becomes much more important than whether you own your home.

It is this ill-informed and wrong-headed stance that is blocking progress on the Dilnot report and the Government is right to consider it as “work in progress”.  Dilnot was never the whole answer, because none of the political parties nor the electorate would vote for the harsh reality of some of the necessary changes.

There simply is not enough money for free social care for all, given the increase in longevity and the growth in the older elderly population.  It is a collective failure.  Both successive Governments and individuals have not set aside enough money for a future frail retirement.

Except the picture is not quite so bleak – not everyone will become frail.  The problem is we don’t know who will be affected.  That is why insurance for long-term care is critical to the solution and both Andrew Lansley and Andrew Dilnot recognise that.  The other good news is that we have saved by default through more older people becoming homeowners.

So for now the status quo is sadly the only place to be until an adjustment to the stalemate becomes politically electable.  Let’s hope it is by the next general election.

Politicians reflect our thinking!

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“Uplifting Experience ? ” 3

(Click on “UPLIFTING EXPERIENCE” in the TAG CLOUD for other posts in this series).

Just had another follow-up phone call that I did not ask for from “Fred” who is from “Companion Stairlifts” that I did not contact.

It turns out they are the sales company for “Minivator” who are now called “Handicare” who do all the work for “Age UK”.  Still with me?  I looked up their website which appeared familiar, although I had not seen it before, and again there were no prices to be found anywhere.  Unusual for a sales site – wouldn’t you say? 

One small interesting fact deep in the Companion website, was a news item saying that in 2009 they had sponsored a charity ball for Help the Aged which aimed to raise £20,000 for the charity.  How nice of them?  I guess that must have been the start of the much more profitable relationship that has now blossomed into £900,000 commission from “Handicare”.

After only 40 minutes of conversation and friendly chat, Fred did tell me that a curved lift would cost around £3,500 but a surveyor would need to do a site visit to confirm the price and I may want some extras, so the cost could be higher.  The lift comes with a two-year guarantee and thereafter a £200 a year maintenance charge.  Although Fred said he may be able to extend the guarantee at no extra cost.

Fred said that Companion / Minivator / Handicare were one of only three manufacturers in the UK.  The other two were Stannah and Acorn, but one of them had some bad press recently.  Also it is best to deal with a manufacturer because there are some shady practices amongst some suppliers, e.g. “discounts that are only offered for a quick sale”.

Now I am feeling really confident about this market :-(.  I had better look up a few more of the 1.5 million Google results.

Maybe I can find some independent advice about stairlift suppliers?  My search continues.

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“Grumpy Breakfast”

In my last blog on breakfast, I was lamenting the fact that my inability to find marmalade could make me grumpy first thing in the morning.  See “BREAKFAST TRADITIONS” by clicking on 24th June 2012 in the ARCHIVE.

Now lo and behold, a recent study has found that 6 out of 10 people in the UK regularly wake up in a bad mood.  The biggest cause of this is a bad night’s sleep – so it’s not just about marmalade then.  One in four of the people surveyed said they automatically woke up in a grumpy mood – they definitely should try eating marmalade for breakfast.   The researchers found that the grumpiness related to – queuing to get into the bathroom; having no milk for a hot drink and waking up in bad weather.  It seems they didn’t investigate marmalade as a significant factor which I think is an oversight on their part.

On the positive side they found that a third of us can lift our dark mood by taking a hot shower.  A further 21% of people said a colder, refreshing shower is more likely to do the trick.

SURPRISE, SURPRISE, THE STUDY WAS CARRIED OUT BY TRITON SHOWERS.

What a pity it wasn’t undertaken by Premier Foods; then it might have dramatically increased the sales of Frank Cooper’s “Oxford” Marmalade.

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“Uplifting Experience ? ” 2

(Click on “UPLIFTING EXPERIENCE” in the TAG CLOUD for other posts in this series).

I next decided to look for something more familiar and number 3 on Google was Age UK Stairlifts, which must be open and up-front.  The Age UK logo is prominent on the website and so is a note saying that “Handicare” (whoever they are ????) will raise a minimum of £900,000 for Age UK in 2012 from the sale and promotion of Independent Living products.  In smaller print it explains that “Handicare works with Age UK Trading Limited which is a wholly owned subsidiary of Age UK, which donates all its net profits to Age UK”.

It sounds good but the sceptic in me wonders if that donation to Age UK is just a commission for referrals.  If so, at say 10% commission, that is 90,000 products sold and the cost would just be passed on to the customer.  So you have still to worry are you getting the best deal :-(.  However, to reassure you, the website tells you that you are buying an “Age UK Stairlift” and that there is a price promise that they will “match any lower price for the same or a similar product” :-).  Sounds good ???

So I emailed a request for a brochure in the box provided but deliberately did not tick the box for a phone call.   Nonetheless, within an hour I got a phone call from “Stephen” at Handicare who told me that I had called them two years ago ???   That surprised me because I had never heard of Handicare before.   He tells me that Handicare used to be called Minivator and that reminded me that I enquired through Age UK about a mobility scooter for a friend.   I told Stephen I would wait until I received the brochure.   I got the distinct impression he thought I was time-wasting.

I looked through the entire Age UK stairlifts website and I could find no indication of price anywhere.   It makes you think they have something to hide.   I accept that every stairlift is different but you hear so much about high pressure salesmen and discounts being offered as an incentive to buy these days :-(.  You would think Age UK would want to be reassuringly up front about cost from the start.

It is surprising that Age UK closely endorses this approach.  But of course the £900,000 commission (oops sorry, donation) must eliminate any concerns they have about high pressure sales.

It’s easy to see how Handicare benefits from a close association with a reputable elderly organisation like Age UK.  But just how sure can you be that Age UK stands fully behind Handicare.  Will any of their £900,000 donation be used to guarantee the services they recommend?

My search for a value for money stairlift continues.

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