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NHS COMPLAINTS PROCEDURE

NHS COMPLAINTS PROCEDURE. MAKING THINGS RIGHT. 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. MAIN CHANGES.

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NHS COMPLAINTS PROCEDURE

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  1. NHS COMPLAINTSPROCEDURE MAKINGTHINGSRIGHT

  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

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