reception staff. Individualised action plans and weekly ‘pride in performance’ meetings also put in place. Complaint (4) from a dental trainee about the withdrawal of his trainee placement. Complaint not upheld, but improvements were made to correspondence issued and guidance relating to dental trainer applications reviewed. Complaint (5) from a dental trainee about our refusal to pay for a SQA certificate. Complaint upheld and payment made for a replacement SQA certificate. Complaint (6) from a member of the public alleging misconduct by one of our staff. Complaint not upheld. Matter deemed to be a personal one, with no indication of fraud. Complaint (7) from a member of NES staff about a payment error. Complaint upheld and additional checks put in place when amending bank account details. Complaint (8) from a medical trainee about behaviour and levels of support offered within his training. Complaint not upheld and no recommendations made. Complaint (9) from a member of NHS staff about discrimination in applying for a NES-funded post due to funding conditions applied to the post. Complaint partially upheld and funding guidance reviewed and improved. Complaint (10) from a medical trainee Complaint not upheld, but improvements
Introduction Welcome to our annual report on feedback, comments, concerns and complaints for 2016-17. By gathering feedback and comments, listening to concerns and dealing with complaints we routinely seek the views of staff, trainees, stakeholders and partner organisations. This is important because it helps us to establish what matters to our stakeholders and how we can improve our educational products and services for staff and trainees across health and social care. 1. Our Processes for Encouraging and Gathering Feedback We plan and deliver our activities and targets in partnership with a wide range of stakeholders and gather feedback from trainees and learners through our educational governance processes. This approach focuses on getting it right, making it better, sharing good practice and providing assurance that our education and training is of high quality, makes a difference and is well managed. We use Contact Us on our website to provide an online form for feedback (positive or negative) about any aspect of our work. Further information, including examples of these processes and how we use feedback is provided below. 1.1 Our Approach to Gathering and Implementing Feedback We work in partnership with a wide range of stakeholders and individuals throughout the lifecycle of our education initiatives. This begins with engagement with the Scottish Government, employers, learners, professional bodies, third sector organisations and others to identify the most important educational priorities. This engagement is essential in enabling us to identify required learning content, understand preferred learning styles and identify potential barriers to access or knowledge and skills acquisition. Our stakeholders play an important part in the review and improvement of education initiatives by providing informed feedback and expert advice. The development, commissioning or quality management of education and training is informed by stakeholder participation in consultation exercises, focus groups, reference groups, steering groups, programme boards, and the valuable feedback we elicit from
2.1 Feedback, Comments, Concerns and Complaints Register - Year to 31 March 2017 Source (1) Summary (2) File Ref (3) Is complaint suitable for frontline resolution? Receipt Date Acknowledged (A) and Response (R) Dates Outcome (4) Was complainant satisfied with frontline resolution? Lessons Learned/Improvements (5) Staff (other NHS) Complaint (1) about the dental audit process. April 2016 dental no 24/04/16 A - 24/04/16 R - 12/05/16 Upheld n/a Dental audit processes reviewed; update audit user guidance; update IT systems with automatic alerts. Staff (other NHS) Complaint (2) about lack of suitable, accessible parking at 2CQ, Glasgow. May 2016 training access no 19/05/16 A - 19/05/16 R - 24/05/16 Upheld n/a Reviewed parking arrangements; enhanced facilities for visitors and those with disabilities; amended processes and retrained team. Other Concern about withdrawal of VT trainer status. - yes 17/06/16 A - 30/06/16 Classed as a concern, not a complaint. Investigation not progressed as no response received to requests for further information. - n/a
Member of public Concern about a GP given trainer status. July 2016 GP trainer yes 12/07/16 A - 12/07/16 Classed as a concern, not a complaint. Investigation not progressed as no response received to requests for further information. Staff (other NHS) Complaint (3) about the service provided by our reception staff. July 2016 reception yes 13/07/16 A - 13/07/16 R - 13/07/16 Upheld yes Customer service training across the team; individualised staff action plans e.g. de-escalation training; weekly ‘pride in performance’ meetings to share examples of good practice. Dental trainee Complaint (4) about the withdrawal of a trainee job offer. Aug 2016 dental recruitment no 08/08/16 A - 08/08/16 R - 22/09/16 Not upheld n/a Amalgamation of correspondence; more detail given on correspondence; review of guidance relating to dental trainer applications. Dental trainee Complaint (5) about our refusal to pay a SQA certificate fee. Oct 2016 dental SQA yes 13/10/16 A - 14/10/16 R - 20/10/16 Upheld yes Pay SQA for a replacement certificate. Staff (NES) Complaint (6) alleging staff misconduct Oct 2016 HR OD – out of scope no 14/10/16 A - 14/10/16 R - 21/10/16 Not upheld n/a Investigation undertaken internally. Matter deemed to be personal. No indication of fraud. Staff (NES) Complaint (7) about an error in payment made to Directorate records yes 12/09/16 A - 13/09/16 R - 22/09/16 Upheld yes Double-check put in place when amending bank account details on payroll. Options to be reviewed about contact via
personal account rather than practice account. Difficulty speaking to payroll on the phone. telephone. Medical trainee Complaint (8) of unfair treatment by a member of NES staff at a meeting & failing to support trainee. Dec 2016 medical No 2/12/16 A - 5/12/16 R - 22/12/16 Not upheld n/a None – no recommendations made. Staff (other NHS) Complaint (9) about discrimination due to funding conditions applied to a post. Dec 2016 psychology post no 16/12/16 A - 16/12/16 R - 16/01/17 Partially upheld n/a Review clarity & completeness of written funding guidance for territorial boards; review how it responds to enquiries; meet with territorial board to ensure mutual understanding of funding criteria. Medical trainee Complaint (10) about the quality of medical training at a location. Feb 2017 yes 22/02/17 A - 23/02/17 R - 20/03/17 Not upheld Complainant declined frontline resolution Urgent review of actual training; review & monitor workplace relationships; share action plans with trainees routinely; actions should have a named person assigned to ensure completion.