Working in partnership to improve frontline complaint handling - - PowerPoint PPT Presentation

Working in partnership to improve frontline complaint handling

Developing a Complaint Standards Framework

Andrew Medlock – Assistant Director Strategy and Partnerships 13 January 2020

Initial Objectives:

• Strengthening frontline complaints handling

in England.

• Creating a unified voice for what good

complaints handling looks like.

• Professionalisation of complaints role via

centralised training & accreditation Wider Strategy:

• Public Services Ombudsman Bill – support

for statutory approach likely to emerge from academics ‘Sheffield Manifesto’

• Aim to become a statutory Complaint

Standards Authority - building on the experience of colleagues in Scotland

Context

Why is this needed?

Research findings from across NHS and Govt. Complaints Teams:

• Multiple definitions of ‘good practice’ exist: whilst helpful, it lacks consistency

– with no single view on what is expected across the system

• Access to training is variable and content can be fragmented as it is based on

different ‘visions’ of good practice supplied by different providers

• Variability across organisations on organisational approach/culture to learning

from complaints. As such, many complaints staff feel under valued and under supported.

Current plans

• In 2019/20: Work in partnership across NHS to co-design a new Complaint Standards

Framework: a unified vision of good practice on complaints handling to be embedded across NHS and its regulators.

• In 2020/21:

– Use the framework as the basis for working with partners to design and deliver a new Complaint Training Programme to create a single developmental pathway for complaint handling staff based on the standards. – Explore how the framework can read-across into our Parliamentary Jurisdiction via working in partnership with UK Govt and through likely PACAC inquiry

• 2021 and beyond… consultation on new corporate strategy to explore appetite for a new

Accreditation Programme that develops complaints handling as a professional skill.

• Benefits: Consistency in quality and approach, empowering staff to resolve complaints earlier,

professionalising the ‘industry’. Reducing the need to take Ombudsman or legal route.

Update on progress

• Developing a draft Complaint Standards

Framework for the NHS . Jointly owned Framework drafted by cross-sector Working Group with input from patients, advocates and

• thers.
• Framework to be embedded into regulatory

and oversight work by CQC and others.

• Drawn from existing good practice to create a

single voice. Builds on My Expectations

• Framework + Guidance + Model Complaint

Handling Process based on four key areas of best practice

• Public consultation in March 2020, leading to

publication of final Framework this summer.

Expanding to UK Parliamentary bodies

• PHSO will eventually use Framework when reviewing local complaints handling.
• Regularly updated UK’s Cross Government Complaints Forum (CGCF) and have

set up working group to discuss potential read-across.

• Met with key senior officials across Govt. this month.
• Plan to eventually create a Framework that covers all bodies in our jurisdiction,

with related training and accreditation of complaints staff.

• Anticipate PACAC will also launch an inquiry into the draft standards and

examine the case for statutory standards.

• Making the case for statutory standard setting powers based on the Scottish

Model, which is at the cutting edge of the Ombuds community in this area.

AJC role

• We would welcome support for the principle of statutory complaint

standards in a new PSO Bill and for professionalisation of complaint handling sector.

• Is there read across when it comes to training to the wider Admin

Justice sector? What could this look like?

• Does the Council wish to return to this area?

Thank you

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