Monitoring Arrangements Responsible Responsible individual for Frequency Committee for review Minimum Requirements Process for monitoring Audit & action of audit of audit results & Plan review of action plan Standard 2 criterion 3 Annual report Head of Complaints Annual Quality, Safety and Patient & PALS Experience Committee Process for listening and responding to concerns/complaints Standard 2 criterion 3 Annual report Head of Complaints Annual Quality, Safety and Patient & PALS Experience Committee Process by which the organisation aims to improve as a result of concerns/complaints Standard 2 criterion 5 Annual report Head of Complaints Annual Quality, Safety and Patient & PALS Experience Committee Different levels of investigation appropriate to the severity of the event(s) Standard 2 criterion 5 Annual report Head of Complaints Annual Quality, Safety and Patient & PALS Experience Committee Process for following up action plans Standard 2 criterion 10 Annual report Head of Complaints Annual Quality, Safety and Patient & PALS Experience Committee Process for acknowledging, apologising and explaining when things go wrong Standard 2 criterion 10 Annual report Head of Complaints Annual Quality, Safety and Patient & PALS Experience Committee Requirements for documenting all communication Other policy requirements Annual report Head of Complaints Annual Quality, Safety and Patient & PALS Experience Committee Duties for all – Standard 2 criterion 3 Handling joint complaints between organisations Ensuring patients, relatives and carers are not treated differently Standard 2 criterion 5
Monitoring Arrangements Minimum Requirements Process for monitoring Responsible individual for Audit & action Plan Frequency of audit Responsible Committee for review of audit results & review of action plan Standard 2 criterion 3 Process for listening and responding to concerns/complaints Annual report Head of Complaints & PALS Annual Quality, Safety and Patient Experience Committee Standard 2 criterion 3 Process by which the organisation aims to improve as a result of concerns/complaints Annual report Head of Complaints & PALS Annual Quality, Safety and Patient Experience Committee Standard 2 criterion 5 Different levels of investigation appropriate to the severity of the event(s) Annual report Head of Complaints & PALS Annual Quality, Safety and Patient Experience Committee Standard 2 criterion 5 Process for following up action plans Annual report Head of Complaints & PALS Annual Quality, Safety and Patient Experience Committee Standard 2 criterion 10 Process for acknowledging, apologising and explaining when things go wrong Annual report Head of Complaints & PALS Annual Quality, Safety and Patient Experience Committee Standard 2 criterion 10 Requirements for documenting all communication Annual report Head of Complaints & PALS Annual Quality, Safety and Patient Experience Committee Other policy requirements Duties – for all Standard 2 criterion 3 Handling joint complaints between organisations Ensuring patients, relatives and carers are not treated differently Standard 2 criterion 5 Annual report Head of Complaints & PALS Annual Quality, Safety and Patient Experience Committee
procedure-for-listening-and-responding-to-concerns-and-compaints-3-.docx