Complaints and pals at uclh
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COMPLAINTS AND PALS AT UCLH. Alison Glover - complaints Sarah King - PALS. RESOLVING PATIENTS’ CONCERNS. Two teams working closely together and with trust departments to resolve patient concerns and improve services where necessary PALS

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COMPLAINTS AND PALS AT UCLH

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Complaints and pals at uclh

COMPLAINTS AND PALS AT UCLH

Alison Glover - complaints

Sarah King - PALS


Resolving patients concerns

RESOLVING PATIENTS’ CONCERNS

Two teams working closely together and with trust departments to resolve patient concerns and improve services where necessary

PALS

  • Role is to provide general advice on UCLH services, sometimes NHS services/structure (referrals etc), and to resolve issues patients by liaising with the relevant clinical teams.

  • Focus is on speedy resolution of patients’ concerns

    COMPLAINTS

  • A formal process following complaints procedures laid down by the Department of Health

  • Explicit processes and targets including external independent review by the Parliamentary Health Service Ombudsman


Complaint process

COMPLAINT PROCESS

  • Complaint received (via e.g. CEO's Office, Trust website)

  • Sent to central complaints team & assessed for risk / severity

  • Registered on 'Datix'

  • Sent to lead division for investigation (copied to others, eg CN)

  • Telephone call to complainant to discuss complaint, approach to

  • investigation & timescales

  • Investigation conducted

  • Response prepared

  • Sent to central complaints team, quality checked

  • CEO covering letter drafted & complaint sent to CEO for sign off


Number and types of complaints and concerns

NUMBER AND TYPES OF COMPLAINTS AND CONCERNS

Pals handled 3,378 cases in 2013 and approximately 4,200 quick enquiries

665 formal complaints received

in 2013

Types of concerns:

  • Access issues

  • Administration / letters

  • Environment / food

  • Attitudes

  • Nursing / medical care

  • Clinical outcome


How complaints concerns are used to improve services

HOW COMPLAINTS & CONCERNS ARE USED TO IMPROVE SERVICES

Focus is on improving services to ensure future patients do not have similar problems

  • Learning for individuals eg attitude / competency

  • Subspecialty or departmental changes

  • Capturing themes / triangulation of data

  • Sharing learning across a division / the Trust


Examples of service improvements

EXAMPLES OF SERVICE IMPROVEMENTS

  • The introduction of divisional Quality and Complaints Officers to act as first point of contact for PALS and Complaints

  • The option of 'no treatment' must be explicitly discussed and documented during the consent process – revised UCLH consent policy

  • Development of clinical guidelines e.g. use of analgesia in the Emergency Department


Service improvement at local level

SERVICE IMPROVEMENT AT LOCAL LEVEL

  • Complaints about the latent phase of labour progressing more rapidly than expected after initial assessment

  • (It happens everywhere, and can result in “BBA” – birth before arrival!)

  • The action:

  • A tighter management protocol

  • The creation of “the Nest” – a place to sit it out in the Maternity Care Unit


Complaints and pals at uclh

UCLH Charity and Friends of UCLH

Rachel Wilcox,Manager, PR and Discretionary Funds


Complaints and pals at uclh

Patient and Public Involvement (PPI) in serviceimprovement

Sameen Malik, Patientand Public Involvement Lead


Complaints and pals at uclh

What is PPI and why should we do it?

  • Gives people a say in how we do things at UCLH

  • It helps us to:

    • Ensure services meet patient needs

    • Identify areas for improvement

    • Connect better to patients

    • Monitor our progress

    • Fulfil our legal requirement!


Complaints and pals at uclh

What improvements have we made from PPI?

It might not always be easy to make changes… but you may help us to identify things we hadn’t thought about that can really make a difference

Positive experience, but couldn’t find their way to imaging

Patient with visual impairment

Route card to help patients find their way


Complaints and pals at uclh

What improvements have we made from PPI?

It might not always be easy to make changes… but you may help us to identify things we hadn’t thought about that can really make a difference

Interviews revealed this was due to overhearing conversations in the next bay

Patients felt staff sometimes talked as if they weren’t there

Confidential warning sign on curtains was introduced


Complaints and pals at uclh

How can you get involved?

  • Let us know of your areas of interest

    • Tell us if you are happy to commit to something on-going or just as a one-off

  • We will contact you when projects in your interest area come up

Ros Waring

Sameen Malik


Complaints and pals at uclh

Volunteers

Andrea Kennedy, volunteer and patient governor


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