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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)

slide2
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
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 phso.enquiries@ombudsman.org.ukOr 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

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