1. Welcome Public Services Ombudsman for Wales

2. LESSONS LEARNT: A Seminar by the Public Services Ombudsman for Wales Welcome and Introduction Susan Hudson Policy and Communications Manager

3. LESSONS LEARNT: A Seminar by the Public Services Ombudsman for Wales Experience to date Peter Tyndall Ombudsman

4. Engaging Office soundly established Comprehensive brief adds value Committed to investigating complaints for the individual and contributing to improved services Service accessible – but outreach will be key Need to pass on lessons, and understand issues facing bodies in jurisdiction Seminars part of programme of engagement Investigating Complaints Improving Services

5. Learning from complaints Individual Organisation – from reports Sector - Public reports and digests Regulators Legislators Newsletter, website, conferences, meetings, seminars Investigating Complaints Improving Services

6. Complaints about Public Bodies by Subject 2007/08

7. Complaints about Health Bodies by Type 2007/08

8. New Workload Trends Since 2005/06

9. New workload trends: Complaints about public bodies received since April 2008

10. New workload trends: complaints received about Local Health Boards since April 2008

11. New workload trends: complaints received about NHS Trusts since April 2008

12. Comparison on complaints about public bodies received between 2007/08 and 2008/09 April to August

13. Broad messages Unhappy customers v maladministration or service failure Valuing complaints Getting it right first time Resolving issues early Leadership is fundamental Investigating Complaints Improving Services

14. Messages Partnership/inter-agency issues need to be addressed Manage expectations – explain policy clearly and simply Use advocacy/alternative dispute resolution Learn systematically Don’t be afraid to say sorry Investigating Complaints Improving Services

15. LESSONS LEARNT: A Seminar by the Public Services Ombudsman for Wales Health in Focus Carl Gehler Investigation Manager

16. PSOW – Focus on Health Carl Gehler Investigation Manager - PSOW

17. Health Complaints Investigating Complaints Improving Services Complaints about health bodies represented 16% of all complaints put to the Ombudsman in the year to end of March 200 The Ombudsman has recently issued a number of public reports about NHS matters

18. Recurrent Themes Investigating Complaints Improving Services Continuing Health Care Multi-Agency Working / Commissioning Record Keeping Complaint Handling

19. Continuing Care Investigating Complaints Improving Services Failure to demonstrate a primary healthcare needs approach Delays in carrying out multi-disciplinary assessment / review Top-up funding

20. Multi-Agency Working & Commissioning Investigating Complaints Improving Services Provision of and funding for a specialist bed for a woman with multiple care needs Decision about funding for a PET scan Dispute over funding arrangements for routine antenatal anti-D prophylactic treatment for a pregnant woman

21. Records / Record keeping Investigating Complaints Improving Services Failure to record review of x-ray Incorrect recording of information provided by expectant mother Need to document key decisions

22. Complaint handling Investigating Complaints Improving Services Failure to respond to a request to arrange a meeting to help resolve a complaint Language used in responses to complaints Inappropriate de-registration of patients from GP list

23. Future issues? Investigating Complaints Improving Services Greater proportion of cases require clinical advice to determine Increase in cases involving cross border / out of area referrals Impact of NHS redress measure and review of complaints procedure

24. PSOW – Focus on Health Question & Answer Carl Gehler Investigation Manager - PSOW