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

2. 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

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

4. 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

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

6. 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, s 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

7. My theory
We can think at a rate of words per minute, we can talk at a rate of 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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

14. 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

15. 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

16. 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

17. 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

18. Thank you for listening
©AllOne Ltd. 2015