1. NHS COMPLAINTS PROCEDURE
MAKING THINGS RIGHT

2. WHY CHANGE Shifting the balance of power towards the patient
Difficult to pursue complaints/concerns
Complaints do not get a fair hearing
Independent review process no credibility
No learning from complaints

3. MAIN CHANGES Patients can choose how they wish to pursue a complaint
Promote more flexible ways to complaint e.g. by E mail
Make better use of the Modern Matron and PALS
National Customer Care Training for Support Staff

4. Communication benchmark in the “Essence of Care” resource pack
National programme of Induction and advanced communication
Radical overall of Independent Review Process – CHAI
Identify Board level person with specific responsibility for Complaints

5. Independent Complaints Advocacy Services will aim to ensure complainants have access to the support they need
National Clinical Assessors Database
National specification for training in complaints and dispute resolution
Training for NHS Board Members and staff

6. ROLE OF THE MODERN MATRON
Help to resolve problems when and where they occur
Contribute to addressing concerns BEFORE the escalate into formal

7. ROLE OF P.A.L.S. Assist patients in complaints/concerns processes
Gather user feedback and feedback into the organisation and service development cycle
Comment Cards
Ensure relevant action is taken
Help resolve complaints “on the ground”

8. INDEPENDENT REVIEWS Subject to legislation:
Commission for Healthcare Audit and Inspection will:-
* Determine further action by the Trust
* Investigate cases OR instigate an
Inspection
*Refer direct to the Ombudsman

9. WHERE NEXT Review Trust policy Review Trust Complaints Leaflet
National Customer Care Programme for Support Workers
NHSU – Induction & Development programme designed to improve communication skills beginning with a programme for healthcare professionals caring for Cancer patients

10. P.A.L.S. discussion with Rose and Pat
Good practice toolkit for local resolution.

11. ANY QUESTIONS