Improving complaint handling and learning from

good practice

Laura Yearsley, Head of Health Policy and Insight

25 November 20151

Overview

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• State of NHS complaints system• My Expectations• Our role and objectives• Our development• Learning from good practice• Your feedback

State of NHS complaints system

90% of people think they should complain.

Half of the people do not complain because they do not think it will make a difference.

Only one in three who are unhappy with a public service actually complain.

NHS investigations and IPSIS

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My Expectations

Our role

Working with Parliament to drive improvements

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• Highlighting issues

• Sharing learning

• Establishing what needs to change

Strategic objectives

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Our development

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1. Meeting demand

2. Sharing what we see

3. Being clear what people can expect from us

4. Ombudsman reform

Learning from good practice

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We’d like your feedback

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• How are you implementing My Expectations?

• How do you measure satisfaction on complaints?

• How does your organisation provide leadership on complaints?

• How can we best support you?

Thank you

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