Improving your local complaints process
Dr Kieran Mullan Independent Advisor to the Review of NHS Complaints and Past Project Director Patients Association spoke at today’s Complaints conference on ‘Improving your local complaints process: Setting the standard for complaints handling in your service’ including:
• recommendations and complaints standards
• self assessing your complaints process
• peer review panels scoring of complaints
Dr Mullan discussed peer review work he was involved in at the Patient Association which was part of the Speaking Up Project involving Mid Staffs NHS FT and 10 other trusts. The review looked at case notes to check against an agreed scorecard if good care was given. From the review 12 standards for complaints handling were developed, 8 of which are markable allowing checks to ensure the standards are delivered. Dr Mullan outlined the standards detailed in his PowerPoint, and gave tips for good practice. Dr Mullan finished by explaining that the things that are measured are more likely to be protected from funding cuts etc, it's in your best interests to measure to demonstrate value. Use proper tools and try to be really objective when reviewing complaints handling.
Dr Mullan’s full presentation is available for download at the end of this page.
Dr Kieran Mullan developed and led the Health Foundation funded Speaking Up complaints improvement project for two years whilst working at the Patients Association. He has combined his work in health policy campagining and service improvement with continuing his training as a junior doctor. He served as the Patients Association representative to the Mid Staffordshire Public Inquiry and has developed and led high profile national campaigns on healthcare issues. He has given evidence to the Health Select Committee and served as an independent advisor to the Clwyd/Hart Review of NHS complaints handling. More recently he has founded his own social enterpise (www.valueyou.org) and continues to working as an A&E doctor.
Future events of interest:
Root Cause Analysis: 2 Day Intensive Training Course
Improving Patient Experience & Efficiencies using Lean 6 Sigma: Two Day Intensive & Interactive Workshop
Always Events®: A positive approach to Improving Patient Care
Nurse Clinics 2015
National PROMs Summit 2015
Complaints Handling, Investigating, Resolving and Learning
Monday 7 December
Hallam Conference Centre, London
Download: Dr Kieran Mullan full presentation1 July 2015