1. Using Datix for incident and complaints management Jim Young – Quality & Patient Safety Manager, Dudley CCG Isla Robert – Quality Assurance Manager (Primary Care), Dudley CCG

2. Background  Off the shelf software package for governance / quality management – incidents, complaints, FOI, risk register, etc.  Combines database functions with the ability to configure workflows / manage processes  Most common incident management system in use in NHS organisations (inc. DGFT)  SWB CCG have been using for a number of years  Dudley CCG have recently purchased the incident and complaints management modules

3. Why do we need a new system?  Dudley CCG have developed separate Access / Excel systems for managing incidents and complaints but they have limitations  No data flow between the two systems  Time consuming / manual  Access limited to single site; cannot directly support primary care governance processes  The national Serious Incident system (STEIS) is very cumbersome and doesn’t allow easy access to or analysis of data

4. What can it do?  Provide an integrated incident & complaints management system for Dudley CCG  Enable better and quicker processes, including automatic alerts, better reporting and access to data, and enables remote access across N3 network  Provides the potential for practices to utilise the system for their own incident management – ‘CQC approved’  Provides the ability for practices to easily raise issues / concerns regarding other providers  Provides an opportunity to share best practice / learning across the CCG

5. What happens now?  Jan – Mar:  Basic configuration, implementation of complaints module, implementation of CCG SI management  Feb / Mar - ?  Discuss further with practices and agree how to maximise the benefit of this within primary care  Identify and agree how to test out in primary care  Pilot?  Wider roll out?