Healthcare Complaint Management Conference 2016 Sinéad Byrne AllOne Corporate Solutions Ltd.

Setting the Scene My presentation entitled “The importance of listening through the complaint process” Sounds simple doesn’t it?? But do we truly listen What does it feel like when we are listened to What does it feel like when we are not listened to Let’s see……. ©AllOne Ltd. 2015

What we hear – the statistics 55% - visual (body language, facial expressions) 38% - vocal (tone, pitch, rhythm) 7% - verbal (actual words used) ©AllOne Ltd. 2015

The exercise Listening exercise Delegates will be asked to work in pairs Decide who is “A” and who is “B” “B”s will be asked to go outside to the Conference Registration desk to await further instruction “A”s get to remain seated and will be given instruction The exercise will take only 4 minutes to complete On completion we’ll take some comments and feedback ©AllOne Ltd. 2015

The Four Agreements Be impeccable with your word Do not take anything personally Do not make assumptions Always do your best ©AllOne Ltd. 2015

My theory We all love talking – even including me!! Sometimes we “forget” to really hear what the other person is saying We get distracted by what’s going on in our heads – work, home, children, etc. Interruptions – phone calls, emails or other work Other distractions – making tea, poor choice of meeting venue or problems with the seating arrangements We can do something about most of these in advance ©AllOne Ltd. 2015

My theory We can think at a rate of 600-800 words per minute, we can talk at a rate of 120-150 words per minute Because we can think much faster than the other person can talk, we often get distracted or we are ahead of the talker If we don’t agree with something they say – we are no longer listening If we are thinking about our response to something the person has just said – we are no longer listening If we are watching the clock – we are no longer listening ©AllOne Ltd. 2015

The key to complaint management I believe LISTENING is the key The only way we will know what the real issue is for the Complainant is to ask the Complainant and listen to their response If they are making a complaint, they are not happy about something – it is usually more than one issue but it started somewhere If you can find out what triggered the complaint, you have a much better chance of resolving it If you communicate only by letter, you run the risk of creating even more problems ©AllOne Ltd. 2015

The best way to listen Meet the Complainant face to face Invite them to bring a support person with them and also their files on the complaint Make sure your diary is clear for at least one hour for the meeting Set up the venue carefully in advance – seating arrangements, use a table, have water or refreshments available Ensure relevant staff are available Switch off phones and put a “Do not disturb” sign on the door Agree who will take notes, ask questions, etc. ©AllOne Ltd. 2015

The best way to listen Allow the Complainant an opportunity to speak, uninterrupted Do not re-act, do not take it personally – even if they accuse you of murdering their mother!! Apologise often – “I’m sorry you are so upset”; “I appreciate that this is difficult for you” Do not try to respond to the issues one by one; ask the Complainant to outline their full complaint before you start to respond This will help them get over their nervousness and in some cases their anger ©AllOne Ltd. 2015

The best way to listen Once they have gotten everything off their chest, then go back over the details Ask lots of questions Record the key issues that they would like a response to – get them to agree the list of things you will investigate Ask them what outcome they want from the complaint process If they don’t know, you are not giving yourself much of a chance to resolve matters! ©AllOne Ltd. 2015

The best way to listen Remember – people say a lot of things when they are upset Being a patient or having a loved one being treated in a hospital can be very stressful – this is not their everyday environment Be patient, listen and talk to them about what really upset them Acknowledge their upset and distress Tell them what you can do And do it – remember the Four Agreements! ©AllOne Ltd. 2015

Managing expectations This is so important! If the complainant tells you they don’t know what outcome they would like, ask them to think about it and come back to you Set out some options that you can deliver – an apology, change in practice, staff re-training, explanation, etc. Make sure their expectations are realistic ©AllOne Ltd. 2015

Managing expectations If their expectations are unrealistic – tell them Explain your Complaint Process Advise them what you can realistically deliver Explain the investigation process Advise them of their right to appeal to the Ombudsman Advise them of other processes ©AllOne Ltd. 2015

Remember… Deal with any conflict or difficult situations immediately or as soon as possible after the incident It’s small things that can grow into something bigger so take time to manage the little things Record-keeping is king! Records created during the complaint process may potentially be the subject of an access request under FOI or Data Protection ©AllOne Ltd. 2015

Remember… If you know the family/person is difficult to deal with put management strategies in place Keep good notes of interactions Invite them to review notes/records of interactions Make time to speak with them and ask them regularly if they have any issues If they are expressing dissatisfaction with any aspect of the service, deal with it there and then, don’t put it off or avoid it ©AllOne Ltd. 2015

And finally…. You can only do your best! Don’t promise anything you cannot deliver Apologise – often!! Remember staff have rights as well Use the policies and procedures that are there Advise complainants of their right to complain to the Ombudsman And….there’s always one….the one who will never be happy  ©AllOne Ltd. 2015

Thank you for listening ©AllOne Ltd. 2015