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Workshop content

Workshop content. Number of complaints received Types of services and issues complained about Outcome of our casework Good practice Discussion of case example. Complaints received and closed. Complaints received by type of body. Top 5 issues raised in complaints.

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Workshop content

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  1. Workshop content • Number of complaints received • Types of services and issues complained about • Outcome of our casework • Good practice • Discussion of case example

  2. Complaints received and closed

  3. Complaints received by type of body

  4. Top 5 issues raised in complaints • Clinical care & treatment • Attitude of staff • Diagnosis • Communication & information • Access to services

  5. Top 5 issues raised about complaint handling • Poor explanation • Response incomplete • Unnecessary delay • Factual errors in response to complaint • No acknowledgement of mistakes

  6. What happened at assessment?

  7. Good practice - examples of where we did not need to investigate because: • there was no remaining injustice • the body agreed to action following our intervention

  8. Investigations

  9. Outcomes through interventions

  10. Recommendations following investigations

  11. Discussion of case example • What did the body do well in terms of handling the complaint? • What could have been done better?

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