Our work

What we do

Healthcare provision in the NHS is very safe but on rare occasions when things go wrong, it is important that those involved are properly informed and supported, compensation is paid fairly, unnecessary costs are contained and that we learn in order to improve.

Negligence also comes at significant personal and financial cost for the NHS, not all of which is visible.

Compensation arises not just for clinical errors, but also for injuries to employees and members of the public in the course of their employment or in accidents on NHS premises. Healthcare staff can be deeply affected when they are involved in an incident. The indemnity schemes run by our Claims Management service minimise unnecessary cost and spread this over time. They provide economies of scale and offer the best possible value in the expert management of claims for compensation. This protects patients by preserving funds for care.

In a similar fashion, through our Practitioner Performance Advice service (formerly the National Clinical Assessment Service) we protect patients and public funds by managing concerns about practicing clinicians without wasteful and unnecessary exclusions and suspensions. Applying the very best expertise in the field to achieve a fair outcome.

Our Primary Care Appeals service (formerly the Family Health Service Appeals Unit) saves significant sums for the service by negating the need for protracted and expensive contractual disputes, applying its expertise and trusted model of adjudication to this complex area in a fair and independent way and offering excellent value.

This matters because without an NHS body with the relevant expertise which is committed to this purpose, costs both visible and hidden will quickly escalate and right and fair outcomes will be sacrificed.

Our strategy envisages doing more, to save more money for patient care and to work with, and through others, to drive improvement.

What is staying the same?

  • Our core delivery – expert management of claims, concerns and disputes according to established principles of law.
  • Saving money for patient care by the robust defence of claims where no compensation is due, including testing cases at trial and in the higher courts.
  • Challenging over-charging by claimant lawyers, fighting fraud and excessive claims for compensation

What is different?

  • Moving upstream to provide support closer to the incident with learning and local resolution.
  • Reducing legal costs by keeping cases out of formal court proceedings and deploying alternative models for dispute resolution.
  • Increased insight into what drives the costs of harm and developing interventions to respond to these, in partnership with others.

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