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