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epso complaints. Results from the questionnaire. Complaints trajectory. Cork 2009 Candidatures working group Questionnaire Brussels 5/2/2010 Reporting to Epso. Position of the inspectorate. Most inspectorates can investigate individual complaints ; - some directly involved
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epsocomplaints Resultsfrom the questionnaire epso complaints 5 2 2010
Complaintstrajectory • Cork 2009 • Candidaturesworkinggroup • Questionnaire • Brussels 5/2/2010 • Reporting to Epso epso complaints 5 2 2010
Position of the inspectorate • Most inspectoratescaninvestigateindividualcomplaints; - somedirectlyinvolved - someinvolvedonly as appealinstance - someonly in severeincidents epso complaints 5 2 2010
Role of Inspectorate in care provider’scomplaints procedure • Miscellaneous & variouslevels • SometimesInspectorate must be mentioned in complaints procedure (address, contact number): NorthernIreland, Flanders (…) epso complaints 5 2 2010
Legislationoncomplaints inHealth Care • Legal basis for the partiesinvolved: -complainant -care provider -inspectorate (ombudsman) Often: lawonpatients’ rights. epso complaints 5 2 2010
Information of the public • In all countries public is informed of the possibility to lodgecomplaint • More orlessactiveinformation • Variousways of information: -posters, folders, leaflets -websites -other (media, conferences,…) epso complaints 5 2 2010
Redirecting a complainant • Reasons to redirect: -closer to complaint & complainant -local expertise -opportunity to improve care epso complaints 5 2 2010
Notredirecting a complainant • Reasonsfornotredirecting: -vulnerability -frompillar to post -closer & easier follow-up epso complaints 5 2 2010
Redirecting to whom? • Care provider • Ombudsman • Complaintscommission epso complaints 5 2 2010
Judging a complaint • Founded-unfounded • Possibleconsequences? epso complaints 5 2 2010
Howcomplaints are investigated (I) • Askadditionalwritteninformation • Writeorcall care provider • Askforwritten follow-up of complaintby care provider epso complaints 5 2 2010
Howcomplaints are investigated (II) • Visit care provider • Talk to complainant • Includecomplaint in nextregularinspection • Holdformal meeting with care provider epso complaints 5 2 2010
Revealingidentity? (I) • “Retaliation”, whistleblowing • Care provider’sability to resolveproblem • Howanonymous is anonymous? epso complaints 5 2 2010
Revealingidentity? (II) • No identity, noinvestigation • Optionsforcomplainant • OptionsforInspectorate epso complaints 5 2 2010
Complainantunknown to Inspectorate • Investigation in spite of anonymous nature • Anonymity →noinvestigation epso complaints 5 2 2010
Follow-up • Follow-up of aninvestigatedcomplaint: -written follow-up by care provider -include follow-up in regularinspection later on -specific follow-up inspection -contactingcomplainant epso complaints 5 2 2010
Reportingonanindividualcomplaint • Written reports in all countries • Sent to care provider • Sent to complainant • Publishedon website (…) epso complaints 5 2 2010
Registration • In general and systematicway: most countries • Fragmented: 1 country epso complaints 5 2 2010
General report • Miscellaneous • Only 50% of countries report onregular basis and in generaloncomplaintsinvestigation epso complaints 5 2 2010
Makeuse of complaints • Includeinformationfromcomplaints in futureinspection programs orinstruments • Noteveryone’slogic epso complaints 5 2 2010
Training Inspectors • Specific training fordealingwithcomplaints • Only 50% of epsomembers train inspectorsfordealingwithcomplaints • →Epso training? epso complaints 5 2 2010
Questionsforreflection epso complaints 5 2 2010
1. Supervisor’sinvolvement in complaints procedure • First level • Second level (appealinstance) • Notinvolved epso complaints 5 2 2010
2. Redirectingcomplaints • A. From supervisor to care provider • B. Care provider mentioning supervisor as appealinstance epso complaints 5 2 2010
3. Informing the public • Most effectivemethods of informing public? epso complaints 5 2 2010
4.How to investigatecomplaints • Visit the care provider? • Studydocuments? epso complaints 5 2 2010
5. Anonymouscomplaints • Anonymouscomplaints to be handled? epso complaints 5 2 2010
6. How to follow-up complaints • Whichway of follow-up is preferred? epso complaints 5 2 2010
7. Written reports • Not sent to complainant (Flanders)? • Not sent to care provider (Slovenia)? epso complaints 5 2 2010
8. General reports • No general reports in Sweden, Finland, Slovenia, Flanders? epso complaints 5 2 2010
9. Training inspectors * Specificcomplaints training in NorthernIreland, Norway, Flanders (…)Lithuania * Set up training together? epso complaints 5 2 2010
