Improving complaint handling and learning from good practice
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The document discusses improving the NHS complaint handling system in the UK. It notes that half of unhappy patients do not complain because they do not think it will make a difference. It then outlines the ombudsman's role in highlighting issues, sharing learning from complaints, and establishing needed changes. The ombudsman seeks feedback on implementing expectations for complaints handling, measuring satisfaction, providing leadership, and how it can best support organizations.
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Improving complaint handling and learning from good practice
- 1. Improving complaint handling and learning from good practice Laura Yearsley, Head of Health Policy and Insight 25 November 2015 1
- 2. Overview 2 • State of NHS complaints system • My Expectations • Our role and objectives • Our development • Learning from good practice • Your feedback
- 3. 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.
- 4. NHS investigations and IPSIS 4
- 6. Our role
- 7. Working with Parliament to drive improvements 7 • Highlighting issues • Sharing learning • Establishing what needs to change
- 9. Our development 9 1. Meeting demand 2. Sharing what we see 3. Being clear what people can expect from us 4. Ombudsman reform
- 10. Learning from good practice 10
- 11. We’d like your feedback 11 • 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?
- 12. Thank you 12 http://www.ombudsman.org.uk/ Follow us on Twitter @PHSOmbudsman