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Gillian Anderson Team Manager National Complaints Team

Learn about the key changes in the national complaints procedure and how it aims to prioritize high-risk complaints, improve services, and provide a transparent and accountable review process. Feedback from stakeholders and public consultation has driven these changes.

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Gillian Anderson Team Manager National Complaints Team

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  1. Gillian AndersonTeam ManagerNational Complaints Team Complaints Procedure 1 November 2017

  2. Why Change? • In 2015/16 we received 4,086 complaints about care services. This is an increase of 46% over the five year period, and means we are dealing with over 100 more complaints per month than we were in 2011/12. • Ensure we use our resources appropriately. • Move away from one size fits all approach; prioritise complaints that place people at risk. • Feedback from consultation with stakeholders • Focus on outcomes and improvement • Right of response

  3. What People Told Us Consultation: Survey 2015, complaint research & 12 public sessions in 2017. • Need to have different options for resolving issues • Not everyone wanted a full investigation • Help to get service to listen and respond to issues • Want improvement in services • Concern over time taken to complete complaint investigation

  4. Key Changes • Definition of a complaint • Triage Complaints: Risk Assessment • Triage Responses: front line resolution, provider resolution and complaint investigation by Care Inspectorate. • Care Inspectorate’s decision how to manage complaints - no right of appeal • Post Investigation Review

  5. Key ChangesDefinition Current definition A complaint is an expression of dissatisfaction about a registered care service's action or lack of action, or about the standard of service provided by, or on behalf of a service. New Definition 'an expression of dissatisfaction by a person receiving care or support from a registered care service or from one or more members of the public about the care and/or support of an individual or individuals by a registered care service.’

  6. Key ChangesRisk Assessment • Identifying priorities • Target resources • Transparency of decision making • Record decisions • Framework for consistency

  7. Assessing the seriousness of a complaint

  8. Key ChangesRisk Assessment Risk Matrix

  9. Risk AssessmentConsider the source

  10. Our Response

  11. Key ChangesPost Investigation Review • Replaces current review and error response. • Gives the provider the same right of review as the complainant. • Transparent, accountable, consistent, proportionate and targeted.

  12. Main Changes of Review Process • Replaces current review and error response. • The complainant and the complained against will have the same right of review • Reviews will be undertaken by the complaint inspector • Where changes are not agreed these will be discussed with senior inspector or team manager • Transparent, accountable, consistent, proportionate and targeted.

  13. Thank you any questions?

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