Public Services Ombudsman for Wales

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Welcome

• Public Services Ombudsman for Wales

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LESSONS LEARNT A Seminar by the Public Services
Ombudsman for Wales Welcome and
Introduction Susan Hudson Policy and
Communications Manager
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LESSONS LEARNT A Seminar by the Public Services
Ombudsman for Wales Experience to date Peter
Tyndall Ombudsman
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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

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Learning from complaints

• Individual
• Organisation from reports
• Sector - Public reports and digests
• Regulators
• Legislators
• Newsletter, website, conferences, meetings,
  seminars

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Complaints about Public Bodies by Subject 2007/08
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Complaints about Health Bodies by Type 2007/08
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New Workload Trends Since 2005/06

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New workload trends Complaints about public
bodies received since April 2008
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New workload trends complaints received about
Local Health Boards since April 2008
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New workload trends complaints received about
NHS Trusts since April 2008
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Comparison on complaints about public bodies
received between 2007/08 and 2008/09 April to
August
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Broad messages

• Unhappy customers v maladministration or service
  failure
• Valuing complaints
• Getting it right first time
• Resolving issues early
• Leadership is fundamental

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Messages

• Partnership/inter-agency issues need to be
  addressed
• Manage expectations explain policy clearly and
  simply
• Use advocacy/alternative dispute resolution
• Learn systematically
• Dont be afraid to say sorry

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LESSONS LEARNT A Seminar by the Public Services
Ombudsman for Wales Health in Focus Carl
Gehler Investigation Manager
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PSOW Focus on Health

• Carl Gehler
• Investigation Manager - PSOW

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

• Failure to demonstrate a primary healthcare
  needs approach
• Delays in carrying out multi-disciplinary
  assessment / review
• Top-up funding

Investigating Complaints
Improving Services
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Multi-Agency Working Commissioning

• 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

Investigating Complaints
Improving Services
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Records / Record keeping

• Failure to record review of x-ray
• Incorrect recording of information provided by
  expectant mother
• Need to document key decisions

Investigating Complaints
Improving Services
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Complaint handling

• 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

Investigating Complaints
Improving Services
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Future issues?

• 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

Investigating Complaints
Improving Services
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PSOW Focus on HealthQuestion Answer

• Carl Gehler
• Investigation Manager - PSOW