NHS COMPLAINTS PROCEDURE MAKING THINGS RIGHT

WHY CHANGE Shifting the balance of power towards the patient Shifting the balance of power towards the patient Difficult to pursue complaints/concerns Difficult to pursue complaints/concerns Complaints do not get a fair hearing Complaints do not get a fair hearing Independent review process no credibility Independent review process no credibility No learning from complaints No learning from complaints

MAIN CHANGES Patients can choose how they wish to pursue a complaint Patients can choose how they wish to pursue a complaint Promote more flexible ways to complaint e.g. by E mail Promote more flexible ways to complaint e.g. by E mail Make better use of the Modern Matron and PALS Make better use of the Modern Matron and PALS National Customer Care Training for Support Staff National Customer Care Training for Support Staff

Communication benchmark in the Essence of Care resource pack Communication benchmark in the Essence of Care resource pack National programme of Induction and advanced communication National programme of Induction and advanced communication Radical overall of Independent Review Process – CHAI Radical overall of Independent Review Process – CHAI Identify Board level person with specific responsibility for Complaints Identify Board level person with specific responsibility for Complaints

Independent Complaints Advocacy Services will aim to ensure complainants have access to the support they need Independent Complaints Advocacy Services will aim to ensure complainants have access to the support they need National Clinical Assessors Database National Clinical Assessors Database National specification for training in complaints and dispute resolution National specification for training in complaints and dispute resolution Training for NHS Board Members and staff Training for NHS Board Members and staff

ROLE OF THE MODERN MATRON Help to resolve problems when and where they occur Help to resolve problems when and where they occur Contribute to addressing concerns BEFORE the escalate into formal Contribute to addressing concerns BEFORE the escalate into formal

ROLE OF P.A.L.S. Assist patients in complaints/concerns processes Assist patients in complaints/concerns processes Gather user feedback and feedback into the organisation and service development cycle Gather user feedback and feedback into the organisation and service development cycle Comment Cards Comment Cards Ensure relevant action is taken Ensure relevant action is taken Help resolve complaints on the ground Help resolve complaints on the ground

INDEPENDENT REVIEWS Subject to legislation: Commission for Healthcare Audit and Inspection will:- * Determine further action by the Trust * Investigate cases OR instigate an Inspection Inspection *Refer direct to the Ombudsman

WHERE NEXT Review Trust policy Review Trust policy Review Trust Complaints Leaflet Review Trust Complaints Leaflet National Customer Care Programme for Support Workers National Customer Care Programme for Support Workers NHSU – Induction & Development programme designed to improve communication skills beginning with a programme for healthcare professionals caring for Cancer patients NHSU – Induction & Development programme designed to improve communication skills beginning with a programme for healthcare professionals caring for Cancer patients

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

ANY QUESTIONS