Complaints RPIW Report Out What is the problem
Complaints RPIW Report Out
What is the problem we were trying to solve? Pathway: Our complaints process Concerns: Taking too long to respond to standard, non -complex complaints Quality variable Impact: Poor complainant experience Breaching 30 day response target
Aim & Purpose Aim: Improved complainant experience Purpose: Increased local resolution Complaints responded to within agreed timeframe Accessible, supportive, listening, proactively connecting, enabling voices to be heard, learning
Current state view Demand - Jan-Dec 18 • 338 complaints (268 standard / 70 complex) • One complaint every 6. 15 hours (Takt time) • 952 concerns
Current state view § Closed complaints Oct. Dec 18 (complex & standard) § 66 - closed § 35 - response date extended by us § 27 -breached agreed response date § Range between 5 & 52 days overdue (mean = 18) 69% delayed by us
Current state view Response due – 30 days Response sent – 90 days 22 step process
Ideas and key themes for improvement § Day 1 – 140 ideas generated § Grouped into 15 themes § Top four themes: ü First contact / accessibility ü Investigation officer role ü Outcomes & learning ü Communication
First contact Expert by experience: ‘No decision about me without me’
First contact - ‘No decision about me without me’ The idea • To place emphasis on first point of contact • To establish a relationship with the enquirer • To gain information to be used throughout the process without duplication • Achieve local resolution where possible – introduction of face to face meeting
First contact - ‘No decision about me without me’ The idea • Redesign front end of Ulysses • First point of contact to be Case Handler • Case Handler to journey with complainant to outcome • All information on one form which is printable for Nick to see if signing letter
First contact - ‘No decision about me without me’ The idea • Additional fields on Ulysses to capture voice of the complainant • To agree desired outcomes and timescales • Maintain a personalised service throughout • Inline with 6 C’s
First contact - ‘No decision about me without me’ Implementation plan • Next week - Ulysses template, case handler first point of contact, team meeting, Ulysses meeting, liason IO. • By 30 days - review process, IO briefing & agreed testing, Tableau meeting, agreed changes with Ulysses team. • By 60 days - review complainant and staff feedback, each Case Handler to have tested process at least once. • By 90 days - full evaluation of new process with complainant and staff. Start looking into moving forward with policy, sop, training, staffing.
First contact - ‘No decision about me without me’ The idea • Timescale 40 days or as agreed with complainant • Improve quality rather than rushing to avoid a breach • More data capture via tableau to reduce duplication • Outcomes to identify themes • Reports to Commissioners
First contact - ‘No decision about me without me’ The idea • Complainant has been involved through the whole process with consistency • Personalised and compassionate appropriate • Feels good – thank you
Investigation officer IDEA - Improving the efficiency and quality of the investigating officers (I. O) role. • Looking at what the ideal I. O role looks like. • To look at the effectiveness of the current I. O’s training. • I. O’s Tools and concepts.
Investigation officer INVESTIGATING OFFICER QUESTIONNAIRE 1. Following your investigation have you found any gaps in the training – Please provide details. 2. Were you able to apply the principles and techniques discussed in training to the investigation – please provide details. 3. Did you have adequate support whilst undertaking the investigation – please provide details. 4. Do you feel confident and equipped to undertake the next investigation – please provide details. 5. Do have any additional comments or suggestions regarding the Investigating Officer role and the structure of the current training?
Investigation officer Problem Identified. Inconsistent quality of reports. Inconsistent approach to investigations. Non-adherence to current process. . Delay in case allocation to an IO. Impartiality. . Delay in reports being written and signed off.
Investigation officer Proposed future state A dedicated resource of recruited investigating officers. Pro’s ü Quicker allocation ü Complaints team could allocate case to IO ü Instil confidence in complainant ü Improved quality and more standardised investigations ü Better knowledge base of services ü Peer support and supervision ü Centralised complaints hub ü Less duplication and waste ü Relieving pressure on team ü Flexible, enable to respond quicker ü Less likely to breach timings ü Consistent approach ü Standardised process ü Better efficiency at role ü Able to maintain competencies ü Lead IO Con’s X potentially deskilling from previous role
Investigation officer Proposed future state – implementation plan By 30 days • Implement post training and investigation questionnaire • Liaise with LEAD re putting questionnaire on webpage. • Adapting Ulysses to support IO’s. By 60 days. Formulate business case for designated I. O team By 90 days. Review training questionnaires after 1 st investigation has been completed. . Make adjustment/amendments to training.
Investigation officer Learning from RPIW • • Challenge a process Opportunity to influence the change process How unnecessarily complicated processes can be (or that we make them) evidence by current process displayed. Highlighted the need to improve communication across the organisation. Opportunity to develop professional relationships and make connections Opportunity to follow to whole process through and understand the impact on everyone involved. It would have been beneficial for all of the complaints team to have been involved in the workshop.
Outcomes / Learning Problem identified • Inconsistent standard of report • Report often overdue • Letter impersonal • Over complicated approval process • Lack of robust actions • Poor system for taking forward actions and sharing outcomes with complainant.
Outcomes / Learning Ideas • Streamlining • Personalisation • Robust learning
Outcomes / Learning Future state- the response • Investigation carried out by trained, dedicated IOs in collaboration with the service involved. • Complainant offered a meeting at the beginning of the investigation and communication maintained throughout process. • Complainant offered a further meeting when the report is drafted and opportunity to raise concerns. • Report sent, with cover letter (drafted by Complaint Handler) • Response signed by CEO, IO or Handler, depending on complainant’s preference. • Call made, by Handler, once response sent, to check satisfaction.
Outcomes / Learning Future state- actions & learning • Actions all put on area QIPs (Quality Improvement Plans). • QIPS to be available on Ulysses. • Contact made with complainant when actions are completed.
Outcomes / Learning What needs to happen now:
Communication Introduction § 31 of the 140 ideas forms had communication identified as an issue § The themes of these ideas were: quality and information § We considered a need to change our approach so that every person receives a warm welcome from the beginning
Communication Poster
Communication Our inspiration
Communication § We drafted a new roadmap to replace the current poster § This will need further development and testing
Communication Current Leaflet § Leaflet is available in clinical areas and enclosed when a complaint is acknowledged § We feel this should be rewritten in language similar to our suggested roadmap § We will use this leaflet as the main source of information about the process
Communication Acknowledgement Letter § § This letter is for a formal complaint We have reduced waste by merging 2 existing letters We have made it more person centred We have included a commitment statement
Communication Implementation plan 30 days • Implement our new acknowledgement letter and gain feedback from our complainants – how does this letter make them feel? • Speak with our service users and art therapy leads to see if we can gain support with the design of our new roadmap • Review and update the current leaflet 60 days • Test our new roadmap with service users and see if they understand the journey of the complaints process • Speak with our communications team to make the suggested changes to the leaflet 90 days • Update the trust website (external & internal) making them both in line with our changes • Promote our new roadmap • Look adapting our roadmaps to support individual services (Learning Disabilities, Children etc)
Communication What we have learned When you work closely, you can achieve lots Everyone has something useful to contribute from a multitude of backgrounds As staff, we need to look after ourselves and each other much more than we do now It is challenging to focus on select points and not lose the importance and impact of some of the smaller or simpler ideas It has been good to meet people from around the organisation that you wouldn’t normally interact with
Complaints - summary
Complaints - summary
Complaints - summary
- Slides: 37