How to Find Your Way Around… SEPT - MANDATORY TRAINING 1. You can play the PowerPoint, and find the Test here EXAMPLE COURSE

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SEPT - MANDATORY TRAINING 3. Always click this ‘Home’ icon to save your progress and log off. This is very important! EXAMPLE COURSE

COMPLAINT TRAINING INDUCTION The Trust receives approximately 500 formal complaints per year (covering Mental Health Services for South Essex, Bedfordshire and Luton and Community Services for South East Essex, West Essex and Bedford) which compared to the amount of patient contacts is minimal. The information contained in this course explains how the Trust handles complaints, local resolution complaints and compliments. SEPT - MANDATORY TRAINING COURSE OBJECTIVES On completion of the Complaints Handling module, you will understand: Our customers; Complaints procedure; Compliments procedure; Local Resolution; Contact details. COURSE OBJECTIVES On completion of the Complaints Handling module, you will understand: Our customers; Complaints procedure; Compliments procedure; Local Resolution; Contact details. CUSTOMERS Our customers are made up of: Service users / clients / patients / relatives / carers; Other Trust service departments / staff / colleagues; Internal / external agencies; The general public. CUSTOMERS Our customers are made up of: Service users / clients / patients / relatives / carers; Other Trust service departments / staff / colleagues; Internal / external agencies; The general public.

UNHAPPY CUSTOMERS Below are some of the examples of what makes a customer complain: Being kept waiting; Being rushed; Not being given full explanations Not remembering name; Impoliteness; Being directed without word; Staff talking amongst themselves; People sat at reception not looking up; People not getting back to them; Not being given full attention during conversation (eye to eye contact) Rudeness; Not keeping client informed of progress. The top 2 categories of complaints are care and treatment and staff attitude. SEPT - MANDATORY TRAINING Any person that has dealings with the Trust can make a complaint by: Writing; In Person Telephone; ; Fax Member of staff; POhWER ICAS (Independent Complaints Advocacy Service). If you receive a letter of complaint this should be faxed immediately to the complaints department Any person that has dealings with the Trust can make a complaint by: Writing; In Person Telephone; ; Fax Member of staff; POhWER ICAS (Independent Complaints Advocacy Service). If you receive a letter of complaint this should be faxed immediately to the complaints department

SEPT - MANDATORY TRAINING COMPLAINT FEELINGS When a complaint is made about a specific member of staff it can cause different reactions and make them feel : Criticised; Stressed; Afraid; Upset; Personally attacked; Defensive. Remember - Even the best of us get it wrong. We will never ever always get it right. The customer is usually upset by the organisation or a situation. It is the way we attend to the complaint which is more important! Compliments Any compliment you receive is great to share. Please send these to the Complaints Department, where they are recorded on a database and the Director of the service is notified. If you receive a compliment by card and would like to keep it, then just photocopy it and send it to the Complaints Department. Compliments Any compliment you receive is great to share. Please send these to the Complaints Department, where they are recorded on a database and the Director of the service is notified. If you receive a compliment by card and would like to keep it, then just photocopy it and send it to the Complaints Department.

SEPT - MANDATORY TRAINING POSITIVE LANGUAGE What do we mean by positive language? Have you ever been on the receiving end of a phone conversation and heard responses such as: He / she's not at his / her desk; I've no idea where he / she is; It doesn't sound like something I can help with. All of the above is uncertain and unhelpful language. It is far better to stress what you can do to help and do it in a positive way. Here are some examples of positive language: I can; I can't do A, but I can do B; When he/she returns, I will; Certainly; I'm sorry you feel that way; I will of course ensure this message is passed to the appropriate person.

SEPT - MANDATORY TRAINING 10 GOLDEN RULES 1.Put yourself in the customer’s shoes; 2.Concentrate on what’s being said; 3.Show you are listening (body language, appropriate noises, eye to eye contact); 4.Paraphrase when you can (“So my understanding is that..”); 5.Check details if you’re in doubt about what’s being said; 6.Beware of what’s being missed out by the customer; 7.Write down the most important details to the conversation/ message and clarify with the customer; 8.Ask for spelling of names and details; 9.Listen to what is being said as well as what it is! 10.Try to identify underlying feelings. 10 GOLDEN RULES 1.Put yourself in the customer’s shoes; 2.Concentrate on what’s being said; 3.Show you are listening (body language, appropriate noises, eye to eye contact); 4.Paraphrase when you can (“So my understanding is that..”); 5.Check details if you’re in doubt about what’s being said; 6.Beware of what’s being missed out by the customer; 7.Write down the most important details to the conversation/ message and clarify with the customer; 8.Ask for spelling of names and details; 9.Listen to what is being said as well as what it is! 10.Try to identify underlying feelings.

COMPLAINTS PROCEDURE The complaints procedure is as follows: Written or verbal complaint received; If a complaint is received from a family member/carer/friend on behalf of the customer consent would be required Acknowledgement letter required to be sent within 3 working days If the complaint is about a member of staff, they will receive a courtesy letter from the Complaints Manager advising them that a complaint has been received about them and to discuss with their Line Manager. The letter contains details of independent support/advice line should they require this service. Line Manager should also provide additional support. Every complaint received is risk rated. Depending on the nature of the complaints they are: Catastrophic: Investigation report is required and a copy sent to the complainant; Major: Investigation report is required and a copy sent to the complaint Moderate Minor SOVA (Safeguarding of Vulnerable Adults); SI (Serious Incident). SEPT - MANDATORY TRAINING

Copy of complaint and contact sheet is sent to the Director of the Service, who will appoint an investigating officer; The investigation should be completed initially within 30 working days. This timescale should be extended by the investigator if the he/she is unable to complete within the 30 days. Once the investigation has been completed and response approved all relevant documents (including the completed contact sheet) are sent back to the complaints department; The Complaints Manager ensures that all issues have been responded to and it is then sent to the Chief Executive for signature; All complaint responses must be signed by the Chief Executive (or a designated signatory who can sign on his behalf); If a complainant remains unhappy, they can write to the Chief Executive, request a meeting with staff involved in the investigation and if they still remain dissatisfied they can ask the Parliamentary Health Service Ombudsman (PHSO) to review their complaint;

LOCAL RESOLUTION If you sort out any concerns raised by a service user /client /family member, which stops the matter becoming a formal complaint, then please let the Complaints Department know as they are recorded and reported on. You can do this by either telephoning, or by completing the Complaint Monitoring Form, which is on the Intranet (Forms, Complaints). A courtesy letter is sent to the client, if appropriate, outlining what the issue was and how it was resolved. A memo is sent to the staff member by the Chief Executive thanking them for their efforts. This memo can be used in your appraisal. SEPT - MANDATORY TRAINING CONTACT DETAILS The Complaints Policy & Procedures can be found on the intranet (corporate policies CP2 & CPG2). If you would like any advice, support or have any questions, please contact the Complaints Manager on CONTACT DETAILS The Complaints Policy & Procedures can be found on the intranet (corporate policies CP2 & CPG2). If you would like any advice, support or have any questions, please contact the Complaints Manager on

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