Trust Board papers November 2012 - Barking Havering and ...

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