presentation for annual healthwatch conference complaints moving forward
TRANSCRIPT
How can ‘My Expectations’ be used locally to improve the way services respond and learn from
complaints? Laura YearsleyHead of Health Policy & Insight
June 2015
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What is My Expectations?
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• A comprehensive guide to what good outcomes for patients and service users looks like if complaints are handled well.
• A series of ‘I statements’ define a good complaint journey from initial consideration of making a complaint, through to communication with staff and institutions, to final reflection on the experience.
• A good complaint journey is summed up as: “I felt confident to speak up and making my complaint was simple. I felt listened to and understood. I felt that my complaint made a difference”.
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How is ‘My Expectations’ being used already?
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Assessment of how ‘responsive’ an organisation is
Part of key lines of inquiry for inspection
All inspection reports will include a complaints section
“every concern is an opportunity to improve the quality of care”
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“There is now no excuse not to implement the recommendations of the ‘My Expectations’ report on first tier complaints as this has clearly set out a user led guide to best practice”.
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“There are some striking similarities between the requirements of good practice in handling complaints and handling concerns raised by staff…”
Freedom to Speak Up review
Next steps for national implementation?
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• Development of a model survey
• Commissioning toolkit
Complaints: a local approach
Elizabeth Mackie
Complaints: a local approach
‘My Expectations’…a launch pad to shape our work locally
A starting point to inform further conversations
Creating a shared vision for raising concerns and complaints
Complaints: All aboard
Involving people who use services and those who plan, commission, deliver and regulate
services
Co-creating ‘A Declaration of UnderstandingOn Managing Complaints’ for
East Sussex
How could you use this in your work locally?
For example, as a local campaigns tool for driving up standards/holding providers to account?
What support would you welcome in using ‘My Expectations’ locally?
Discussion
Questions?
Already using ‘My Expectations’ and want to share your experience?
Please get in touch!