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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. *Other: includes Care trusts, Pharmacies and Opticians.

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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 *Other: includes Care trusts, Pharmacies and Opticians

  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. Investigations

  8. Outcomes through interventions

  9. Recommendations following investigations

  10. Discussion of case example • What, if anything, was good about the way the Trust handled Mr J’s complaint? • What could have been better?

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