Date post: | 15-Apr-2017 |
Category: |
Healthcare |
Upload: | parliamentary-and-health-service-ombudsman |
View: | 303 times |
Download: | 2 times |
Improving complaint handling and learning from
good practice
Laura Yearsley, Head of Health Policy and Insight
25 November 20151
Overview
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• State of NHS complaints system• My Expectations• Our role and objectives• Our development• Learning from good practice• Your feedback
State of NHS complaints system
90% of people think they should complain.
Half of the people do not complain because they do not think it will make a difference.
Only one in three who are unhappy with a public service actually complain.
NHS investigations and IPSIS
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My Expectations
Our role
Working with Parliament to drive improvements
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• Highlighting issues
• Sharing learning
• Establishing what needs to change
Strategic objectives
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Our development
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1. Meeting demand
2. Sharing what we see
3. Being clear what people can expect from us
4. Ombudsman reform
Learning from good practice
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We’d like your feedback
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• How are you implementing My Expectations?
• How do you measure satisfaction on complaints?
• How does your organisation provide leadership on complaints?
• How can we best support you?
Thank you
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