Listening and Learning – How feedback, comments, concerns and complaints can improve NHS Services Louise Ewing Patient Relations Manager NHS Fife

National context and drivers

Listening and Learning - April 2014 Welcome feedback Remove the fear factor Show the improvement

PERSON STORIES AT THE BOARD PATIENT OPINION 4 Cs YOUR CARE EXPERIENCE NHS FIFE ‘COMMONHEALTH GAMES’ NHS FIFE PATIENT, PUBLIC & COMMUNITY ENGAGEMENT PFPI SUB- COMMITTEE REDUCING HARM ACTION PLAN Advocacy Carers PASS Volunteers Local PPFs Equality & Human Rights Spiritual Care ‘Better Together’ Communication s Strategy Person Centred Approach 2014/15 Workstreams Enablers NHS FIFE ‘FACULTY OF HUMAN COMPASSION & RELATIONAL CARE’ Governance

What matters to you… NHS Boards hold the contract that support independent contractors in their area and as a result will hold them to account. Boards should work with all independent contractors locally to monitor how feedback is used to drive improvements and to actively manage the challenges that arise. This includes offering the people a point of contact in the Board team who can offer advice and support to people and contractors Awareness of the role and availability of the Patient Advice and Support Service/Advocacy/Mediation should continue to be raised locally Quality Improvement capacity and capability building in NHS Boards should involve explicit links to the use of complaints and feedback as rich source of data for improvement NHS Boards should continue to raise awareness and focus on learning and improvement as the main outcome of the process of dealing with feedback, comments, concerns and complaints

Where we are at… Key contact and access to independent contractor route Key point of contact for Board – Patient Relations or Reporting from Independent Contractors Inclusion of SPSO cases in Board reports Health and Care experience survey Feedback from CommonHEALTH week Annual Board Report

A few questions to consider What else is happening in the world of feedback and complaints? Is there anything else we should do to improve collaboration? How can we really share on this agenda?