Learning from complaints At the earliest opportunity the closure of the complaint, the complaint handler should always make sure that the person making the complaint and staff of the service involved are given feedback and, where applicable, understand the findings of the investigation and any recommendations made. As a minimum, we must: use complaints data to identify the contributory factors to complaints; take action to reduce the risk of recurrence; record the details of corrective action in the complaints file; and systematically review complaints performance reports to improve service delivery. Where we have identified the need for service improvement: an action plan should be developed where appropriate; the action needed to improve services must be prioritised for implementation; an officer (or team) should be designated the of the issue, with responsibility ‘owner’ for ensuring the action is taken; a target date must be set for the action to be taken; the designated individual must follow up to ensure that the action is taken within the agreed timescale; where appropriate, performance in the service area should be monitored to ensure that the issue has been resolved; and we must ensure that our staff learn from complaints. The General Medical Council’s education standards set out the requirements of NHS bodies and primary care providers, in terms of the organisation and provision of medical education and training. It places a particular emphasis on the need for the learning environment and organisational culture to value and support education and training, so that learners are able to demonstrate the responsibilities, values, behaviours and learning outcomes required. Where appropriate we will ensure appraisers place emphasis on the role of learning from complaints in individual appraisals to identify where we can develop or change our approach to improve patient care. [The organisation may provide further guidance or examples in relation to how other professional bodies for example the GDC set out expectations about education and training. This can be inserted here or be included in an annex to this document.] Publishing complaints performance information Each year we must publish a report setting out our performance in handling complaints, concerns, comments and feedback. This summarises and builds on the quarterly reports we have produced about our own services and received from service providers in our
Learning from complaints At the earliest opportunity the closure of the complaint, the complaint handler should always make sure that the person making the complaint and staff of the service involved are given feedback and, where applicable, understand the findings of the investigation and any recommendations made. As a minimum, we must: use complaints data to identify the contributory factors to complaints; take action to reduce the risk of recurrence; record the details of corrective action in the complaints file; and systematically review complaints performance reports to improve service delivery. Where we have identified the need for service improvement: an action plan should be developed where appropriate; the action needed to improve services must be prioritised for implementation; an officer (or team) should be designated the ‘owner’ of the issue, with responsibility for ensuring the action is taken; a target date must be set for the action to be taken; the designated individual must follow up to ensure that the action is taken within the agreed timescale; where appropriate, performance in the service area should be monitored to ensure that the issue has been resolved; and we must ensure that our staff learn from complaints. The General Medical Council’s education standards set out the requirements of NHS bodies and primary care providers, in terms of the organisation and provision of medical education and training. It places a particular emphasis on the need for the learning environment and organisational culture to value and support education and training, so that learners are able to demonstrate the responsibilities, values, behaviours and learning outcomes required. Where appropriate we will ensure appraisers place emphasis on the role of learning from complaints in individual appraisals to identify where we can develop or change our approach to improve patient care. [The organisation may provide further guidance or examples in relation to how other professional bodies for example the GDC set out expectations about education and training. This can be inserted here or be included in an annex to this document.] Publishing complaints performance information Each year we must publish a report setting out our performance in handling complaints, concerns, comments and feedback. This summarises and builds on the quarterly reports we have produced about our own services and received from service providers in our
NHS%20Model%20CHP%20%28updated%20Aug%202018%29.docx