Complaints are a gift
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“ Complaints are a gift”. Managing Complaints to Improve Performance Jo Wilson (NELCTP) and Zo ë Wray (NHS NL). Aims. Integrated Health and Social Care Complaints legislation. Effective complaints handling. Integrated Health & Social Care legislation.

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Complaints are a gift

“Complaints are a gift”

Managing Complaints to Improve Performance

Jo Wilson (NELCTP) and Zoë Wray (NHS NL)


Complaints are a gift

Aims

  • Integrated Health and Social Care Complaints legislation.

  • Effective complaints handling


Integrated health social care legislation

Integrated Health & Social Care legislation

  • Integrated Health and Social Care Complaints procedure with a single regulator – implementation on 1st April 2009.

Government Bill


Goals of the new arrangements

Goals of the new arrangements

  • Consistent approach

  • Simplify things

  • Service improvement


Key changes

Key changes

  • Single approach for health and social care

  • An end to the Health Care Commission role

  • Timescales to be agreed with the complainant

  • Choice to complain to the commissioner instead of the provider (NHS)


Legal requirements

Legal requirements

  • Publicise complaints procedures

  • Acknowledge & discuss (3 working days)

  • Investigate and respond in writing

  • A designated manager for complaints

  • Produce an annual report including complaints issues and service improvements.


Principles of good complaint handling

Principles of good complaint handling

  • Getting it right

  • Customer focussed

  • Being open and accountable

  • Acting fairly and proportionately

  • Putting things right

  • Seeking continuous improvement


What is a complaint

What is a complaint?

“An expression of dissatisfaction which requires a response whether it be verbally or in writing”

NHSE 1996


What should be considered a complaint

What should be considered a complaint?

  • It is not resolved swiftly (within 24 hours)

  • When there is a risk:

    To the individual

    ORTo the organisation

  • Where there is repetition

  • When it involves a child or vulnerable adult

  • “I’m not complaining but….”


Why are complaints important

Why are complaints important?

  • Free Feedback

  • Illustrate poor services

  • Indicate possible improvements required

  • Identify areas of risk


How is complaint received

How is complaint received?

I wish to complain

  • In person

  • Verbally

  • In writing

  • Via e-mail

  • Via complaints form

  • Third party (carer or relative)

    Remember:Learning disability, physical disability, mental health, other languages…


Who may complain

Who may complain?

  • Patient/Service User

  • Person acting on behalf of the person

    • Child

    • Physical incapacity

    • Mental capacity

      Express consent may be required from patient


Information needed for a complaint

Information needed for a complaint

  • Name

  • Address

  • DOB

  • Relationship to complainant (If applicable)

  • Exact details of issue

  • Date issue occurred

  • Desired outcome


What is the complainant looking for

What is the complainant looking for?

  • HONESTY

  • Apology

  • Voicing the complaint

  • Acknowledgement

  • Explanation

  • Report on action to prevent recurrence

  • Punishment

  • Redress & Compensation

    ‘Being Heard’ Report 1994


Responding to the complainant

Responding to the complainant

  • Timely

  • Is a letter the best medium? (although must have a written response)

  • Use the complainant’s words in the response

  • The information considered

  • Your deliberations and decisions

    • What happened

    • What should have happened

    • Do they match?

  • Actions to remedy mistake/improve service


Complaints

Complaints……..

The Complaints Procedure is a formal process for dealing with issues if:

  • It cannot be resolved through an informal process

  • The person wishes to use it


Closing the circle

Closing the circle


Improve performance

Improve Performance

  • Improved Customer Service

  • Identifies areas of good practice

  • Identifies areas of risk

  • Remember:

    • 1:3 satisfied

    • 1:7 dissatisfied


Remember

Remember…

A complaint is a gift which leads to service improvement…

= =


More information

More information

  • The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009

    www.opsi.gov.uk/si/si2009/uksi_20090309_en_1

  • Listening, Responding, Improving – A guide to better customer care

    www.dh.gov.uk/en/Publicationsandstatistics/Publications/DH_4067943


Help is at hand

Help is at hand…..

NELCTP

  • Jo Wilson…....................01472 625416

    NHS NL

  • Zoë Wray………………..01652 251100


Parliamentary health service ombudsman

Parliamentary Health Service Ombudsman

If you need to make a complaint about a UK government department, or one of its agencies or the NHS in England

Ring our complaints Helpline 0345 015 4033

Or email [email protected] fax us on 0300 061 4000

The Helpline is open 8:30am to 5:30pm Monday to Friday.Or write at:

The Parliamentary and Health Service OmbudsmanMillbank TowerMillbankLondonSW1P 4QP


Thank you for listening

Thank you for listening

Any questions?


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