2. Workshop content • The Ombudsman’s consideration of complaints • Complaint handling in your region • Case study discussion

3. Casework process

4. Complaints received and closed

5. Complaints received by type of body *Other: includes Care trusts, Pharmacies and Opticians

6. Preliminary assessment • Is the complaint in remit? • Is it properly made? • Has local resolution been completed?

7. Further assessment • Suitable complainant; time bar; alternative legal remedy? • Indication of maladministration, service failure or failure to provide a service? • Any unremedied injustice or hardship? • Probability of a worthwhile outcome? • Possible resolution through intervention?

8. Interventions • Body agrees to resolve the complaint • Normally a clear, simple and achievable remedy for injustice to the individual • Typical outcomes - apology, acknowledgement of error, financial remedy • We check that actions have been completed

9. Outcomes through interventions

10. Investigations • Confirm scope of investigation • Any maladministration or service failure? • Uphold the complaint if injustice arises from maladministration or service failure • If the injustice is unremedied, make recommendations • Share our provisional views in a draft report • Check compliance with our recommendations

11. Investigations

12. Recommendations following investigations

13. Top 5 issues raised in complaints • Clinical care and treatment • Attitude of staff • Diagnosis • Communication and information • Access to services

14. Top 5 issues raised about complaint handling • Poor explanation • Response incomplete • Unnecessary delay • Factual errors in response to complaint • No acknowledgement of mistakes

15. Discussion of case example • What did the Trust do well in terms of handling the complaint? • What could have been done better?