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

CQC Update Report
2012
COMPLAINTS
property as necessary.
76. Continue to develop and
improve its complaints handling
systems to ensure that
complaints are responded to
fully and in a timely manner.
Infection Control Committee every
other month.
A review of outstanding
Ombudsman complaints has taken
place; a dedicated manager has
been appointed to follow up
compliance with action plans or to
report non‐compliance to the
Director of Nursing. Complaint
numbers and trends are reported
to the Quality and Safety
Committee. PALS processes have
been reviewed to try to address
patient concerns at an earlier
stage. CQC is aware that the Trust
has seen a significant increase in
complaint numbers since the
investigation was published last
year; as a result, while the
underpinning systems have been
improved, they are struggling to
cope with an unprecedented surge
in numbers.
Sept 2012 – Interim Complaints and PALS manager appointed.
Key priorities identified:
• Weekly review of open complaints and associated
timescales
• Weekly look ahead trends and priorities
• Working on resolving and clearing reactivated
complaints
• Written investigations of all complaints produced and
ratified in new complaints policy (can we attached the
policy please)
• Produced and ratified new complaints policy
• Clarified and ratified the complaint handling procedures
• Core complaint team and divisions working jointly
• Monthly briefing paper sent to commissioners
Gary Etheridge
MET
BUSINESS
AS USUAL
COMPLAINTS
77. Develop and support staff to
ensure that open
Transparent investigations take
place, that complainants are
involved as necessary and that
culturally complaints are seen
as opportunities to learn and
improve the quality
of care.
NHS London has supported the
Trust to undertake a root cause
analysis training campaign for
senior management to ensure the
importance of timely investigation
of complaints is fully understood.
A report of trends and themes
aggregated across the Trust is
reported every other month,
including identification of trends
and hotspots.
• Quarterly patient experience report, which triangulates
all patient experience issues reviewed by Trust Board
• More robust action planning process is under
development. This will enable review and trend
identification to implement changes in systems and
practice
• ‘Learning lessons’ group chaired by Asst Dir. Of Nursing
• Work in progress to review the support material that
Divisions use to investigate complains this will ensure
that we are following best practice.
• Occupational Health support available to staff in the
investigation process
Gary Etheridge
MET
BUSINESS
AS USUAL
COMPLAINTS 78. Ensure that any staff A revised policy has been drafted • The revised policy has been ratified and is now in place, Any Gary Etheridge MET
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