Quality/ complaints/ Peripheral Overall treatment Treatment or Non-compliance with Totally unacceptable element of or service service has national standards level or quality of treatment or suboptimal significantly with significant risk treatment/service service reduced to patients if suboptimal effectiveness unresolved Informal Formal complaint Formal complaint Multiple complaints/ Gross failure of complaint/inquiry 1) (stage 2) complaint independent review patient safety if findings not acted on Local resolution Local resolution Low performance Inquest/ombudsman (with potential to go rating inquiry to independent review) Single failure to Repeated failure to Critical report Gross failure to meet meet internal meet internal national standards standards standards Minor implications Major patient safety for patient safety implications if if unresolved findings are not acted on Reduced performance rating if unresolved resources/ Late low delivery of key Uncertain Low delivery staffing of level Non-delivery of key staffing level objective/ that service key objective/service that reduces the objective/service due organisational temporarily due to lack of due to lack service of staff quality to lack of staff development/staffing/ reduces service competence quality (< 1 day) Unsafe staffing level Unsafe staffing level Ongoing unsafe or competence (>1 or competence (>5 staffing levels or day) days) competence Low morale Loss of key staff Loss of several key staff
Quality/ complaints/ Peripheral element of treatment or service suboptimal Overall treatment or service suboptimal Treatment or service has significantly reduced effectiveness Non-compliance with national standards with significant risk to patients if unresolved Totally unacceptable level or quality of treatment/service Informal complaint/inquiry Formal complaint 1) Formal complaint (stage 2) complaint Multiple complaints/ independent review Gross failure of patient safety if findings not acted on Local resolution Local resolution (with potential to go to independent review) Low performance rating Inquest/ombudsman inquiry Single failure to meet internal standards Repeated failure to meet internal standards Critical report Gross failure to meet national standards Minor implications for patient safety if unresolved Major patient safety implications if findings are not acted on Reduced performance rating if unresolved resources/ organisational development/staffing/ competence low staffing level that temporarily reduces service quality (< 1 day) Low staffing level that reduces the service quality Late delivery of key objective/ service due to lack of Uncertain delivery of key objective/service due to lack of staff Non-delivery of key objective/service due to lack of staff Unsafe staffing level or competence (>1 day) Unsafe staffing level or competence (>5 days) Ongoing unsafe staffing levels or competence Low morale Loss of key staff Loss of several key staff
Incident%20Reporting%20Procedure%20Final%2003.07.13.docx