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“ Complaints are a gift”

“ Complaints are a gift”. Managing Complaints to Improve Performance Jo Wilson (NELCTP) and Zo ë Wray (NHS NL). Aims. Integrated Health and Social Care Complaints legislation. Effective complaints handling. Integrated Health & Social Care legislation.

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“ Complaints are a gift”

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  1. “Complaints are a gift” Managing Complaints to Improve Performance Jo Wilson (NELCTP) and Zoë Wray (NHS NL)

  2. Aims • Integrated Health and Social Care Complaints legislation. • Effective complaints handling

  3. Integrated Health & Social Care legislation • Integrated Health and Social Care Complaints procedure with a single regulator – implementation on 1st April 2009. Government Bill

  4. Goals of the new arrangements • Consistent approach • Simplify things • Service improvement

  5. Key changes • Single approach for health and social care • An end to the Health Care Commission role • Timescales to be agreed with the complainant • Choice to complain to the commissioner instead of the provider (NHS)

  6. Legal requirements • Publicise complaints procedures • Acknowledge & discuss (3 working days) • Investigate and respond in writing • A designated manager for complaints • Produce an annual report including complaints issues and service improvements.

  7. Principles of good complaint handling • Getting it right • Customer focussed • Being open and accountable • Acting fairly and proportionately • Putting things right • Seeking continuous improvement

  8. What is a complaint? “An expression of dissatisfaction which requires a response whether it be verbally or in writing” NHSE 1996

  9. What should be considered a complaint? • It is not resolved swiftly (within 24 hours) • When there is a risk: To the individual ORTo the organisation • Where there is repetition • When it involves a child or vulnerable adult • “I’m not complaining but….”

  10. Why are complaints important? • Free Feedback • Illustrate poor services • Indicate possible improvements required • Identify areas of risk

  11. How is complaint received? I wish to complain • In person • Verbally • In writing • Via e-mail • Via complaints form • Third party (carer or relative) Remember:Learning disability, physical disability, mental health, other languages…

  12. Who may complain? • Patient/Service User • Person acting on behalf of the person • Child • Physical incapacity • Mental capacity Express consent may be required from patient

  13. Information needed for a complaint • Name • Address • DOB • Relationship to complainant (If applicable) • Exact details of issue • Date issue occurred • Desired outcome

  14. What is the complainant looking for? • HONESTY • Apology • Voicing the complaint • Acknowledgement • Explanation • Report on action to prevent recurrence • Punishment • Redress & Compensation ‘Being Heard’ Report 1994

  15. Responding to the complainant • Timely • Is a letter the best medium? (although must have a written response) • Use the complainant’s words in the response • The information considered • Your deliberations and decisions • What happened • What should have happened • Do they match? • Actions to remedy mistake/improve service

  16. Complaints…….. The Complaints Procedure is a formal process for dealing with issues if: • It cannot be resolved through an informal process • The person wishes to use it

  17. Closing the circle

  18. Improve Performance • Improved Customer Service • Identifies areas of good practice • Identifies areas of risk • Remember: • 1:3 satisfied • 1:7 dissatisfied

  19. Remember… A complaint is a gift which leads to service improvement… = =

  20. More information • The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 www.opsi.gov.uk/si/si2009/uksi_20090309_en_1 • Listening, Responding, Improving – A guide to better customer care www.dh.gov.uk/en/Publicationsandstatistics/Publications/DH_4067943

  21. Help is at hand….. NELCTP • Jo Wilson…....................01472 625416 NHS NL • Zoë Wray………………..01652 251100

  22. Parliamentary Health Service Ombudsman If you need to make a complaint about a UK government department, or one of its agencies or the NHS in England Ring our complaints Helpline 0345 015 4033 Or email phso.enquiries@ombudsman.org.ukOr fax us on 0300 061 4000 The Helpline is open 8:30am to 5:30pm Monday to Friday.Or write at: The Parliamentary and Health Service OmbudsmanMillbank TowerMillbankLondonSW1P 4QP

  23. Thank you for listening Any questions?

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