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How can ‘My Expectations’ be used locally to improve the way services respond and learn from
complaints? Laura YearsleyHead of Health Policy & Insight
June 2015
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What is My Expectations?
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• A comprehensive guide to what good outcomes for patients and service users looks like if complaints are handled well.
• A series of ‘I statements’ define a good complaint journey from initial consideration of making a complaint, through to communication with staff and institutions, to final reflection on the experience.
• A good complaint journey is summed up as: “I felt confident to speak up and making my complaint was simple. I felt listened to and understood. I felt that my complaint made a difference”.
How is ‘My Expectations’ being used already?
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Assessment of how ‘responsive’ an organisation is
Part of key lines of inquiry for inspection
All inspection reports will include a complaints section
“every concern is an opportunity to improve the quality of care”
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“There is now no excuse not to implement the recommendations of the ‘My Expectations’ report on first tier complaints as this has clearly set out a user led guide to best practice”.
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“There are some striking similarities between the requirements of good practice in handling complaints and handling concerns raised by staff…”
Freedom to Speak Up review
Complaints: a local approach
‘My Expectations’…a launch pad to shape our work locally
A starting point to inform further conversations
Creating a shared vision for raising concerns and complaints
Complaints: All aboard
Involving people who use services and those who plan, commission, deliver and regulate
services
Co-creating ‘A Declaration of UnderstandingOn Managing Complaints’ for
East Sussex
How could you use this in your work locally?
For example, as a local campaigns tool for driving up standards/holding providers to account?
What support would you welcome in using ‘My Expectations’ locally?
Discussion
Questions?
Already using ‘My Expectations’ and want to share your experience?
Please get in touch!