Complaints and Compliments- Formal response/ Plans for system 1.A Incidents, Compliants and Feedback Dashboard- What other measures would we like to see reported to us? How frequently would you like this sent to us? Chair: 1. Need a centralised reporting place 2. Need an established process to follow including a. Acknowledge b. Investigate c. Conclude d. Inform/respond 3. Need a quarterly and an annual review to identify a. Themes b. Clusters of behaviour 4. Appropriate changes need to be a. Identified b. Implemented c. Tracked by result d. Outcome reported on 5. Quarterly feedback to local service managers/overall clinical directors eg Director Of Nursing/ Exec Leadership Team. Members feedback 1. Acknowledgement of complaint or compliment- within 7 days. 2. Every complaint is explored, and investigated if serious, within x timeframe. 3. Every complaint is prioritised and graded accordingly. 4. Lowest priorities within one month. 5. Understanding common themes from feedback over time. We would like some measurement and reporting, you said, we did. Identify areas for Improvement. What is the organisational doing in response? Advise in response back, of the grading of the complaint. Auto acknowledgement within 48 hrs, including two contacts to the complaints team. Where is the accountability? The act of giving a complaint or compliment needs to be accessible in the options-person centred. Do our compliments get acknowledged under the same process? They should be. Where does the accountability lie, can a partner in care make a compliant on behalf of the patient and be acknowledged and actioned? How does this fit in with the privacy act? Comply with the National Code of rights Ability to be able to: Review the trends every three months, added to the existing dashboard. We would like to be able to feedback to complaints team- quarterly basis.
Complaints and Compliments- Formal response/ Plans for system 1.A Incidents, Compliants and Feedback Dashboard- What other measures would we like to see reported to us? How frequently would you like this sent to us? Chair: 1. Need a centralised reporting place 2. Need an established process to follow including a. Acknowledge b. Investigate c. Conclude d. Inform/respond 3. Need a quarterly and an annual review to identify a. Themes b. Clusters of behaviour 4. Appropriate changes need to be a. Identified b. Implemented c. Tracked by result d. Outcome reported on 5. Quarterly feedback to local service managers/overall clinical directors eg Director Of Nursing/ Exec Leadership Team. Members feedback 1. Acknowledgement of complaint or compliment- within 7 days. 2. Every complaint is explored, and investigated if serious, within x timeframe. 3. Every complaint is prioritised and graded accordingly. 4. Lowest priorities within one month. 5. Understanding common themes from feedback over time. We would like some measurement and reporting, you said, we did. Identify areas for Improvement. What is the organisational doing in response? Advise in response back, of the grading of the complaint. Auto acknowledgement within 48 hrs, including two contacts to the complaints team. Where is the accountability? The act of giving a complaint or compliment needs to be accessible in the options-person centred. Do our compliments get acknowledged under the same process? They should be. Where does the accountability lie, can a partner in care make a compliant on behalf of the patient and be acknowledged and actioned? How does this fit in with the privacy act? Comply with the National Code of rights Ability to be able to: Review the trends every three months, added to the existing dashboard. We would like to be able to feedback to complaints team- quarterly basis.
Consumer-Council-Annual-report-2016.docx