presentation for annual healthwatch conference complaints moving forward

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

chloe.peacock@healthwatch.co.uk

elizabeth.mackie@healthwatcheastsussex.co.uk

laura.yearsley@ombudsman.org.uk

Questions?

Already using ‘My Expectations’ and want to share your experience?

Please get in touch!