epso complaints

epso complaints 5 2 2010

epsocomplaints

Results from the questionnaire


Complaints trajectory

• Cork 2009

• Candidatures working group

• Questionnaire

• Brussels 5/2/2010

• Reporting to Epso


Position of the inspectorate

• Most inspectorates can investigate individual complaints;

- some directly involved

- some involved only as appeal instance

- some only in severe incidents


Role of Inspectorate in care provider’s complaints procedure

• Miscellaneous & various levels

• Sometimes Inspectorate must be mentioned in complaints procedure (address, contact number): Northern Ireland, Flanders (…)


Legislation on complaints inHealth Care

• Legal basis for the parties involved:-complainant-care provider-inspectorate(ombudsman)

Often: law on patients’ rights.


Information of the public

• In all countries public is informed of the possibility to lodge complaint

• More or less active information• Various ways of information:-posters, folders, leaflets-websites-other (media, conferences,…)


Redirecting a complainant

• Reasons to redirect:

-closer to complaint & complainant

-local expertise

-opportunity to improve care


Not redirecting a complainant

• Reasons for not redirecting:

-vulnerability

-from pillar to post

-closer & easier follow-up


Redirecting to whom?

• Care provider

• Ombudsman

• Complaints commission


Judging a complaint

• Founded-unfounded

• Possible consequences?


How complaints are investigated (I)

• Ask additional written information

• Write or call care provider

• Ask for written follow-up of complaint by care provider


How complaints are investigated (II)

• Visit care provider

• Talk to complainant

• Include complaint in next regular inspection

• Hold formal meeting with care provider


Revealing identity? (I)

• “Retaliation”, whistle blowing

• Care provider’s ability to resolve problem

• How anonymous is anonymous?


Revealing identity? (II)

• No identity, no investigation

• Options for complainant

• Options for Inspectorate


Complainant unknown to Inspectorate

• Investigation in spite of anonymous nature

• Anonymity →no investigation


Follow-up

• Follow-up of an investigated complaint:

-written follow-up by care provider-include follow-up in regular inspection later on-specific follow-up inspection-contacting complainant


Reporting on an individual complaint

• Written reports in all countries• Sent to care provider• Sent to complainant• Published on website (…)


Registration

• In general and systematic way: most countries

• Fragmented: 1 country


General report

• Miscellaneous

• Only 50% of countries report on regular basis and in general on complaints investigation


Make use of complaints

• Include information from complaints in future inspection programs or instruments

• Not everyone’s logic


Training Inspectors

• Specific training for dealing with complaints

• Only 50% of epso members train inspectors for dealing with complaints

• →Epso training?


Questions for reflection


1. Supervisor’s involvement in complaints procedure

• First level

• Second level (appeal instance)

• Not involved


2. Redirecting complaints

• A. From supervisor to care provider

• B. Care provider mentioning supervisor as appeal instance


3. Informing the public

• Most effective methods of informing public?


4.How to investigate complaints

• Visit the care provider?

• Study documents?


5. Anonymous complaints

• Anonymous complaints to be handled?


6. How to follow-up complaints

• Which way of follow-up is preferred?


7. Written reports

• Not sent to complainant (Flanders)?

• Not sent to care provider (Slovenia)?


8. General reports

• No general reports in Sweden, Finland, Slovenia, Flanders?


9. Training inspectors

* Specific complaints training in Northern Ireland, Norway, Flanders (…)Lithuania

* Set up training together?

epso complaints

Documents

care epso complaints

individual complaints

complaints trajectorycork

inspectorateepso complaints

epsoepso complaints

complainantepso complaints

questionnaireepso complaints

countryepso complaints