NHS COMPLAINTS PROCEDURE

1
NHS COMPLAINTS PROCEDURE

• MAKING THINGS RIGHT

2
WHY CHANGE

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

3
MAIN CHANGES

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

4

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

5

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

6
ROLE OF THE MODERN MATRON

• Help to resolve problems when and where they
  occur
• Contribute to addressing concerns BEFORE the
  escalate into formal

7
ROLE OF P.A.L.S.

• Assist patients in complaints/concerns processes
• Gather user feedback and feedback into the
  organisation and service development cycle
• Comment Cards
• Ensure relevant action is taken
• Help resolve complaints on the ground

8
INDEPENDENT REVIEWS

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

9
WHERE NEXT

• Review Trust policy
• Review Trust Complaints Leaflet
• 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

10

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

11
ANY QUESTIONS