and service user expectations lie at the heart of to truly recognise the complexity of the patient Lastly, we wish to acknowledge members of the Department any system or approach to complaint handling; and service user experience, understand what the of Health Complaints Programme Board for supporting this outcomes of good complaint handling should be, • the need to define what the outcomes of goo. [...] It made a series of 1) the need to ensure that patient and service user recommendations around how such systems and expectations lie at the heart of any system or cultures might be created, in the process securing approach to complaint handling, and a number of ‘pledges to act’ from different 2) the need for a framework of good practice in organisations, including the Parliamentary and complaint h. [...] National bodies such able to say if their care was being delivered in the as the Care Quality Commission (CQC) and the ‘right’ (integrated) way; the tools created by the Department of Health (DH) have oversight across Patients Association to assess the performance of both the health and social care sectors, and at a NHS trusts in relation to complaint handling; and local level the focus on ‘integr. [...] and discussion guides for the phases that followed, as well as to inform the language It is recognised that the exact meaning of the term and tone of the research and the construction ‘complaint’ is the subject of on-going debate in of the patient and service user ‘I statements’ the sector, and that further thought and discussion used throughout the vision framework. [...] ‘I was told the outcome • Do our complaints processes take account of the of my complaint in an emotional impact of the perception of something appropriate manner, in an having gone wrong in service delivery? For example, appropriate place, by an the death of a patient or the mistreatment of a loved appropriate person’ one? • Are the tone and setting of our communications in keeping with the natur.
- Pages
- 37
- Published in
- United Kingdom
