Trust Board papers November 2012 - Barking Havering and ...
Trust Board papers November 2012 - Barking Havering and ...
Trust Board papers November 2012 - Barking Havering and ...
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The findings of the review were that there were two main areas of concern relating to<br />
process issues <strong>and</strong> systems issues. Along with the review report, the project lead also<br />
submitted a proposed action plan to address the issues raised.<br />
At the time of this report progress on delivering the actions in the plan are being regularly<br />
reviewed at the <strong>Trust</strong>’s Quality & Safety Committee.<br />
H<strong>and</strong>ling Complaints Policy & Procedure<br />
During the later part of the year, the <strong>Trust</strong>’s H<strong>and</strong>ling Complaints Policy <strong>and</strong> Procedure was<br />
reviewed to bring the <strong>Trust</strong> in line with the Complaint Regulations 2009. The draft policy<br />
includes all aspects of the 2009 regulations <strong>and</strong> places greater emphasis on getting it right<br />
for the complainant. It aims to ensure a flexible, proportionate approach is implemented in<br />
order that the process be as easy to underst<strong>and</strong> <strong>and</strong> as un-bureaucratic as possible.<br />
The draft policy <strong>and</strong> procedure has been widely circulated to internal <strong>and</strong> external<br />
stakeholders for comment, prior to being presented at the <strong>Trust</strong>’s Policy Ratification<br />
Committee.<br />
New Complaints Leaflets<br />
A new <strong>Trust</strong> complaints leaflet has been designed <strong>and</strong> is currently in the process of being<br />
printed. The new leaflet is completely different to the old version <strong>and</strong> provides much more<br />
information for patients <strong>and</strong> relatives on making a complaint <strong>and</strong> other services <strong>and</strong><br />
organisations who can help. Once printed, the new leaflet will be available in all patient<br />
areas across the two main hospital sites.<br />
The leaflet is available for download on the <strong>Trust</strong>’s website.<br />
6. The Year Ahead - Future Plans<br />
Development/Goal<br />
Date Due<br />
Implementation of a complaints annual workplan <strong>2012</strong>-2013 Summer <strong>2012</strong><br />
Distribution of a new complaints leaflet Summer <strong>2012</strong><br />
Production of easy-read complaints leaflet Summer <strong>2012</strong><br />
Develop complaints induction material Summer <strong>2012</strong><br />
Moving core complaints team onto one site Summer <strong>2012</strong><br />
Service review of processes <strong>and</strong> procedures Autumn 2013<br />
Gary Etheridge<br />
Deputy Director of Nursing<br />
Victoria Wallen<br />
Interim Head of Complaints & PALS<br />
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