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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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PowerPoint Slideshow about ' Workshop content' - jolie-vargas


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Presentation Transcript
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 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
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
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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