Workshop content
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Workshop content. Number of complaints received Types of services and issues complained about Outcome of our casework Good practice Discussion of case example. Complaints received and closed. Complaints received by type of body. *Other: includes Care trusts, Pharmacies and Opticians.

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Workshop content

Workshop content

  • Number of complaints received

  • Types of services and issues complained about

  • Outcome of our casework

  • Good practice

  • Discussion of case example


Complaints received and closed

Complaints received and closed


Complaints received by type of body

Complaints received by type of body

*Other: includes Care trusts, Pharmacies and Opticians


Top 5 issues raised in complaints

Top 5 issues raised in complaints

  • Clinical care & treatment

  • Attitude of staff

  • Diagnosis

  • Communication & information

  • Access to services


Top 5 issues raised about complaint handling

Top 5 issues raised about complaint handling

  • Poor explanation

  • Response incomplete

  • Unnecessary delay

  • Factual errors in response to complaint

  • No acknowledgement of mistakes


What happened at assessment

What happened at assessment?


Good practice examples of where we did not need to investigate because

Good practice - examples of where we did not need to investigate because:

  • there was no remaining injustice

  • the body agreed to action following our intervention


Investigations

Investigations


Outcomes through interventions

Outcomes through interventions


Recommendations following investigations

Recommendations following investigations


Discussion of case example

Discussion of case example

  • What did the bodies do well in terms of handling the complaint?

  • What could have been done better?


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