1. New Procedure

2. Key Changes Definition Risk Assessment Triage
CI decide how to process complaint
Post Investigation Review

3. Risk Assessment Complaint Received
Investigation undertaken and complaint investigation report completed
Post Investigation Response for complainant and complained against.
Written feedback to post investigation
Noted as Intelligence
Frontline Resolution
Passed to provider to Investigate
Complaint Updated and Final

4. Assessing the seriousness of a complaint
High
Serious complaints about failings in care that have led to, or are highly likely to result in poor health and wellbeing outcomes for an individual or individuals i.e. illness or injury
Medium
Organisational issues that have the potential to present a risk to service users, e.g. staffing levels, recruitment /training, environmental issues, missed and late visits
Low
Complaints that do not relate to the provision of care and/or lack sufficient detail to identify or assess risk.

5. Risk Matrix

6. Consider the source Reliable
A known source that is impartial and credible, for example, Police, Social Work, Health Services.
Likely to be reliable
An identified source that is able to provide detailed account of events and identify possible sources of corroboration.
Untested
An unidentified source providing vague information and no sources of corroboration. The reliability of the source cannot be judged

7. Our Response

8. Post Investigation Review
Replaces current review and error response.
We need to be transparent, accountable, consistent, proportionate and targeted.
We need to give the provider the same right of review as the complainant.
We need to do the right thing.

9. Duty Of Candour Comes into effect from April 2018
Services will activate the duty when there has been an unexpected event/incident which has resulted in death or harm to a service user.
The duty requires services to be open and honest and to provide an apology to the person (s) affected by the incident
The procedure will also require the organisation to review each incident and offer support to those affected (people who deliver and receive care.)
NES developed on line training and guidance.
Services must have policy in place to meet duty of candour
Notification to CI – section to current notifications.

10. Thank you and safe journey home