Communication plan It is important that there is a mechanism to ensure relevant staff are aware of pertinent documents, policies and associated procedures that affect them in their work. Set out below is a Communication Action Plan for this document. Communication action plan Communication task Resources Responsibility Date / Frequency New Staff Trust Induction Academy Matrons Clinical Managers Head of Patient On review Experience Distribution and communication channels Distribution/communication channel Contact Site Communications Communications and Marketing Team Carillion Facilities Management Facilities General Manager Compliance Review NHSLA Standards & Patient Safety Project CQC Compliance Review Quality and Standards Manager Monitoring compliance and effectiveness of implementation The arrangements for monitoring compliance are outlined in the table below: - Measurable policy Monitoring / Monitoring Frequency Reporting What objectives audit method responsibility of arrangements action (individual / monitoring (committee / will be group to which taken if /committee) monitoring gaps are results are identified presented) The process for Formal Deputy Head of Monthly Incorporated into Patient listening and complaints PALS Experience Dashboard responding to database forming part of Patient patients, their relatives Experience Report and carers Patient Head of Patient Monthly Executive Executive Experience Experience Committee / Committee Report Trust Board / will agree Commissioners corrective action as necessary and will escalate risks to the Board
Communication plan It is important that there is a mechanism to ensure relevant staff are aware of pertinent documents, policies and associated procedures that affect them in their work. Set out below is a Communication Action Plan for this document. Communication action plan Communication task Resources Responsibility Date / Frequency New Staff Trust Induction Academy Matrons Clinical Managers Head of Patient Experience On review Distribution and communication channels Distribution/communication channel Contact Site Communications Communications and Marketing Team Carillion Facilities Management Facilities General Manager Compliance Review NHSLA Standards & Patient Safety Project CQC Compliance Review Quality and Standards Manager Monitoring compliance and effectiveness of implementation The arrangements for monitoring compliance are outlined in the table below: - Measurable policy objectives Monitoring / audit method Monitoring responsibility (individual / group /committee) Frequency of monitoring Reporting arrangements (committee / to which monitoring results are presented) What action will be taken if gaps are identified The process for listening and responding to patients, their relatives and carers Formal complaints database Deputy Head of PALS Monthly Incorporated into Patient Experience Dashboard forming part of Patient Experience Report Patient Experience Report Head of Patient Experience Monthly Executive Committee / Trust Board / Commissioners Executive Committee will agree corrective action as necessary and will escalate risks to the Board
complaints_policy.docx