feedback, concerns and complaints: designing good together
DESCRIPTION
Presentation delivered by Dame Julie Mellor DBE, Health Service Ombudsman at the Patient Experience Conference on 22 January 2014TRANSCRIPT
![Page 1: Feedback, concerns and complaints: designing good together](https://reader035.vdocuments.mx/reader035/viewer/2022081413/5494de92ac7959342e8b4ceb/html5/thumbnails/1.jpg)
22 January 2014
Feedback, concerns and complaints: designing good togetherPatient Experience conference
Dame Julie Mellor, Parliamentary and Health Service Ombudsman
![Page 2: Feedback, concerns and complaints: designing good together](https://reader035.vdocuments.mx/reader035/viewer/2022081413/5494de92ac7959342e8b4ceb/html5/thumbnails/2.jpg)
Staff experience and patient experience
• Actively engaging staff results in better outcomes for patients
• Patient satisfaction significantly higher in trusts with higher levels of employee engagement.
Source: Michael A West and Jeremy F Dawson, ‘Employee engagement and NHS performance’ (2012)
![Page 3: Feedback, concerns and complaints: designing good together](https://reader035.vdocuments.mx/reader035/viewer/2022081413/5494de92ac7959342e8b4ceb/html5/thumbnails/3.jpg)
Action Area 2
• The NHS provides great care, but when something goes wrong, how it is dealt with is important
• This determines whether the individual receives justice and whether the organisation learns.
Action Area 2:
• Treating patients’ with dignity, empathy and respect
• Listening to patient feedback and acting on it.
![Page 4: Feedback, concerns and complaints: designing good together](https://reader035.vdocuments.mx/reader035/viewer/2022081413/5494de92ac7959342e8b4ceb/html5/thumbnails/4.jpg)
This presentation is about
• What is your experience of dealing with concerns and complaints
• What is experience of patients when they receive poor care and express concerns and complaints
• What can you do and what can your board do
• What can we do to support you.
![Page 5: Feedback, concerns and complaints: designing good together](https://reader035.vdocuments.mx/reader035/viewer/2022081413/5494de92ac7959342e8b4ceb/html5/thumbnails/5.jpg)
The case of Mrs L
Small things can make a difference:
Mrs L:
•Hospital staff did not contact her son to tell him she was there
•Nurses not compassionate and sensitive to her needs
Our recommendation:
•Trust give full and sincere apology
•Learn lessons with action plan
![Page 6: Feedback, concerns and complaints: designing good together](https://reader035.vdocuments.mx/reader035/viewer/2022081413/5494de92ac7959342e8b4ceb/html5/thumbnails/6.jpg)
The case of Ms D
• During pregnancy, she told GP her bump was smaller than at 34-week check
• GP dismissed her concerns
• Distress that baby not given every chance to survive
• Resulted in learning:
GP practice told us what they had learned
Developed actions to avoid repeat
![Page 7: Feedback, concerns and complaints: designing good together](https://reader035.vdocuments.mx/reader035/viewer/2022081413/5494de92ac7959342e8b4ceb/html5/thumbnails/7.jpg)
What is the problem?
The problem:
•The ‘toxic cocktail’
•This matters because: complaints are not addressed and opportunities to learn and improve services are lost
![Page 8: Feedback, concerns and complaints: designing good together](https://reader035.vdocuments.mx/reader035/viewer/2022081413/5494de92ac7959342e8b4ceb/html5/thumbnails/8.jpg)
Reasons for defensive response by staff
1. Do not have the authority or resources to resolve complaints
2. They are on their own when dealing with a complaint
3. Fear of disciplinary action, blame and consequences
4. Perception of disloyalty to team or the organisation by listening to/addressing a patient’s concerns
5. Frightened by patient/carer/family behaviour and/or accusations
![Page 9: Feedback, concerns and complaints: designing good together](https://reader035.vdocuments.mx/reader035/viewer/2022081413/5494de92ac7959342e8b4ceb/html5/thumbnails/9.jpg)
Reasons for reluctance to raise concerns and complain
64% of those that do
complain say it doesn’t make a
difference
54% of those who want to
complain don’t do so
26% do not want to be
seen as ‘troublemaker
’
11% feared adverse effect on their care
‘The NHS aspires to put patients at the heart of everything it
does’.
The NHS Constitution
![Page 10: Feedback, concerns and complaints: designing good together](https://reader035.vdocuments.mx/reader035/viewer/2022081413/5494de92ac7959342e8b4ceb/html5/thumbnails/10.jpg)
When things go wrong
People want:
•a decent explanation
•any mistakes/failures to be acknowledged
•an apology, which is meaningful
•action to follow to prevent same happening to others
![Page 11: Feedback, concerns and complaints: designing good together](https://reader035.vdocuments.mx/reader035/viewer/2022081413/5494de92ac7959342e8b4ceb/html5/thumbnails/11.jpg)
Action Area 2 and concerns and complaints
So what can be done to deliver Action Area 2 in the area of concerns and complaints?
![Page 12: Feedback, concerns and complaints: designing good together](https://reader035.vdocuments.mx/reader035/viewer/2022081413/5494de92ac7959342e8b4ceb/html5/thumbnails/12.jpg)
On the ward and other service settings
• Addressing concerns and resolving problems on the ward
• On the frontline – patients’ primary contact point
• Putting things right immediately would help to reduce formal complaints
• Staff need training to deal with complaints
• and to know process for complaint handling.
![Page 13: Feedback, concerns and complaints: designing good together](https://reader035.vdocuments.mx/reader035/viewer/2022081413/5494de92ac7959342e8b4ceb/html5/thumbnails/13.jpg)
By the board
• Need to lead culture change
• ‘Who’s fault is it?’ to ‘how can we learn and improve’?
• Should ask questions about trends/themes, not just number of complaints
• Nurses and other healthcare workers cannot deliver the right care if Boards are not leading the way.
![Page 14: Feedback, concerns and complaints: designing good together](https://reader035.vdocuments.mx/reader035/viewer/2022081413/5494de92ac7959342e8b4ceb/html5/thumbnails/14.jpg)
How can we help?
• Taking on more investigations – more feedback and learning
• Working with Department of Health and HealthWatch England on patient-led vision and expectations for complaints handling in the NHS
• Working with boards through Foundation Trust Network and NHS Trust Development Authority
![Page 15: Feedback, concerns and complaints: designing good together](https://reader035.vdocuments.mx/reader035/viewer/2022081413/5494de92ac7959342e8b4ceb/html5/thumbnails/15.jpg)
What other support would you like from us and your boards?
• How else could we support you?
• How could your board support you in your role?