1. Patient Advice and Complaints Our Role

2. Complaint Prevention How much listening are you doing? What support is available to frontline staff? How quickly can you meet face to face or organise a call to discuss the issue?

3. Complaint Prevention What would be reasonable to expect - listening -acknowledging -explaining -apologising -acting -open & honest -realistic outcomes Good practice -regulations Set boundaries

4. Complaint Process Triage Multi agency NHS England How we work together General advice re process Ombudsman

5. CCG Function – what we cover Policy, referral service, funding panel Commissioned services Multi-agency

6. PALS Route PALS Information Gaps and patterns Advice Support Investigation & negotiation Improvement Live chat Examples of improvement Is that good enough? When and how can it be improved?

7. Outcomes Patient informed about systems Problem identified and solved Redress Service improvement Win: Win Reputation - Improved - Restored - Maintained Relationships restored Safe care possible DOH returns

8. Transport Responsibility Current structures Materials available

9. Working with you as members Targeted project work Develop patient surveys Help design patient information Provide historical information and commentary on trends & issues Equality & diversity General advice

10. What we can do for you as GPs CHC Panel process Care pathway issues Considering alternative providers through choose and book Issues with referral processes Training and services offered Mediation/ conciliation Customer care Handling difficult people Complaint handling & investigation Safeguarding Conflict resolution

11. Contact details Alison Holder Senior PALS Manager Email : alison.holder@nhs.net Telephone: 01392 267838 Mandy Harris-Ford Senior Complaints Manager Email: mandyharris-ford1@nhs.net Telephone: 01392 267663 GENERIC TELEPHONE LINE: 0300 123 1672 or 01392 267665 GENERIC EMAIL ADDRESSES: pals.devon@nhs.net complaints.devon@nhs.net