NHS COMPLAINTS PROCEDURE

MAKINGMAKING THINGSTHINGS RIGHTRIGHT

WHY CHANGE

Shifting the balance of power towards the Shifting the balance of power towards the patientpatient

Difficult to pursue complaints/concernsDifficult to pursue complaints/concerns Complaints do not get a fair hearingComplaints do not get a fair hearing Independent review process no credibilityIndependent review process no credibility No learning from complaintsNo learning from complaints

MAIN CHANGES

Patients can choose how they wish to Patients can choose how they wish to pursue a complaintpursue a complaint

Promote more flexible ways to complaint Promote more flexible ways to complaint e.g. by E maile.g. by E mail

Make better use of the Modern Matron and Make better use of the Modern Matron and PALSPALS

National Customer Care Training for National Customer Care Training for Support StaffSupport Staff

Communication benchmark in the “Essence Communication benchmark in the “Essence of Care” resource packof Care” resource pack

National programme of Induction and National programme of Induction and advanced communicationadvanced communication

Radical overall of Independent Review Radical overall of Independent Review Process – CHAIProcess – CHAI

Identify Board level person with specific Identify Board level person with specific responsibility for Complaintsresponsibility for Complaints

Independent Complaints Advocacy Services Independent Complaints Advocacy Services will aim to ensure complainants have access will aim to ensure complainants have access to the support they needto the support they need

National Clinical Assessors DatabaseNational Clinical Assessors Database National specification for training in National specification for training in

complaints and dispute resolutioncomplaints and dispute resolution Training for NHS Board Members and staffTraining for NHS Board Members and staff

ROLE OF THE MODERN MATRON Help to resolve problems when and where Help to resolve problems when and where

they occurthey occur Contribute to addressing concerns BEFORE Contribute to addressing concerns BEFORE

the escalate into formal the escalate into formal

ROLE OF P.A.L.S.

Assist patients in complaints/concerns Assist patients in complaints/concerns processesprocesses

Gather user feedback and feedback into the Gather user feedback and feedback into the organisation and service development cycleorganisation and service development cycle

Comment CardsComment Cards Ensure relevant action is takenEnsure relevant action is taken Help resolve complaints “on the ground”Help resolve complaints “on the ground”

INDEPENDENT REVIEWS

Subject to legislation:Subject to legislation:Commission for Healthcare Audit and Inspection Commission for Healthcare Audit and Inspection will:-will:-

* Determine further action by the Trust* Determine further action by the Trust* Investigate cases OR instigate an* Investigate cases OR instigate an InspectionInspection*Refer direct to the Ombudsman *Refer direct to the Ombudsman

WHERE NEXT

Review Trust policyReview Trust policy Review Trust Complaints LeafletReview Trust Complaints Leaflet National Customer Care Programme for Support National Customer Care Programme for Support

WorkersWorkers NHSU – Induction & Development programme NHSU – Induction & Development programme

designed to improve communication skills designed to improve communication skills beginning with a programme for healthcare beginning with a programme for healthcare professionals caring for Cancer patientsprofessionals caring for Cancer patients

P.A.L.S. discussion with Rose and PatP.A.L.S. discussion with Rose and Pat Good practice toolkit for local resolution.Good practice toolkit for local resolution.

ANY QUESTIONS