epso complaints Results from the questionnaire epso complaints

epso complaints Results from the questionnaire epso complaints 5 2 2010

Complaints trajectory • Cork 2009 • Candidatures working group • Questionnaire • Brussels 5/2/2010 • Reporting to Epso epso complaints 5 2 2010

Position of the inspectorate • Most inspectorates can investigate individual complaints; - some directly involved - some involved only as appeal instance - some only in severe incidents epso complaints 5 2 2010

Role of Inspectorate in care provider’s complaints procedure • Miscellaneous & various levels • Sometimes Inspectorate must be mentioned in complaints procedure (address, contact number): Northern Ireland, Flanders (…) epso complaints 5 2 2010

Legislation on complaints in Health Care • Legal basis for the parties involved: -complainant -care provider -inspectorate (ombudsman) Often: law on patients’ rights. epso complaints 5 2 2010

Information of the public • In all countries public is informed of the possibility to lodge complaint • More or less active information • Various ways of information: -posters, folders, leaflets -websites -other (media, conferences, …) epso complaints 5 2 2010

Redirecting a complainant • Reasons to redirect: -closer to complaint & complainant -local expertise -opportunity to improve care epso complaints 5 2 2010

Not redirecting a complainant • Reasons for not redirecting: -vulnerability -from pillar to post -closer & easier follow-up epso complaints 5 2 2010

Redirecting to whom? • Care provider • Ombudsman • Complaints commission epso complaints 5 2 2010

Judging a complaint • Founded-unfounded • Possible consequences? epso complaints 5 2 2010

How complaints are investigated (I) • Ask additional written information • Write or call care provider • Ask for written follow-up of complaint by care provider epso complaints 5 2 2010

How complaints are investigated (II) • Visit care provider • Talk to complainant • Include complaint in next regular inspection • Hold formal meeting with care provider epso complaints 5 2 2010

Revealing identity? (I) • “Retaliation”, whistle blowing • Care provider’s ability to resolve problem • How anonymous is anonymous? epso complaints 5 2 2010

Revealing identity? (II) • No identity, no investigation • Options for complainant • Options for Inspectorate epso complaints 5 2 2010

Complainant unknown to Inspectorate • Investigation in spite of anonymous nature • Anonymity →no investigation epso complaints 5 2 2010

Follow-up • Follow-up of an investigated complaint: -written follow-up by care provider -include follow-up in regular inspection later on -specific follow-up inspection -contacting complainant epso complaints 5 2 2010

Reporting on an individual complaint • • Written reports in all countries Sent to care provider Sent to complainant Published on website (…) epso complaints 5 2 2010

Registration • In general and systematic way: most countries • Fragmented: 1 country epso complaints 5 2 2010

General report • Miscellaneous • Only 50% of countries report on regular basis and in general on complaints investigation epso complaints 5 2 2010

Make use of complaints • Include information from complaints in future inspection programs or instruments • Not everyone’s logic epso complaints 5 2 2010

Training Inspectors • Specific training for dealing with complaints • Only 50% of epso members train inspectors for dealing with complaints • →Epso training? epso complaints 5 2 2010

Questions for reflection epso complaints 5 2 2010

1. Supervisor’s involvement in complaints procedure • First level • Second level (appeal instance) • Not involved epso complaints 5 2 2010

2. Redirecting complaints • A. From supervisor to care provider • B. Care provider mentioning supervisor as appeal instance epso complaints 5 2 2010

3. Informing the public • Most effective methods of informing public? epso complaints 5 2 2010

4. How to investigate complaints • Visit the care provider? • Study documents? epso complaints 5 2 2010

5. Anonymous complaints • Anonymous complaints to be handled? epso complaints 5 2 2010

6. How to follow-up complaints • Which way of follow-up is preferred? epso complaints 5 2 2010

7. Written reports • Not sent to complainant (Flanders)? • Not sent to care provider (Slovenia)? epso complaints 5 2 2010

8. General reports • No general reports in Sweden, Finland, Slovenia, Flanders? epso complaints 5 2 2010

9. Training inspectors * Specific complaints training in Northern Ireland, Norway, Flanders (…)Lithuania * Set up training together? epso complaints 5 2 2010