Can you give an example of a positive impact we have had? If you could imagine a situation with no barriers, what is the one thing you would like the Consumer Council to achieve? Any additional feedback that you like to provide: There are no right or wrong answers to these questions. We simply want to explore what is really important to each of us. With no promise of success, I would like to take this feedback and see if we can use these passions to shape our work as a Council over the next 12 months. Actions: Members to send their feedback to Renee by Wednesday 18th May. Renee and Rosalie will collate feedback, and share with the team the results and we will formulate a plan for remainder of 2016 and heading into 2017, bring this plan to you at the 9th June meeting. Additional information: Rosalie- Advised we had received resignation from Diane this morning due to her personal circumstances. We will look to start a new recruitment phase in the next week or so. Not mentioned at the meeting due to time: Maternity consumer panel links and support. An invitation to come for chair to attend their meeting. Maternity consumer panel, is looking to understand how they can strengthen their panel, strengthen its links in CMH. They will be sending us their quarterly minutes, and we will be sharing ours monthly with them. That way we are having a linkage to other consumer bodies’ in CMH, and able to raise concerns through to Patient and Whaanau centred care board on their behalf. We will keep you updated as this linkage and relationship progresses. Is now part of a Cancer research project with Frances and Richard Small’s team. This has come out of his involvement in the Cancer supportive care- consumer rep position. They presented to consumer council in Dec 2016. Held till the next meeting Meeting finished: 4pm Next meeting: Thursday 9th June 2-4pm Ko Awatea room 216 Minutes Consumer Council Meeting 6th June 2016 Room 216 Esme Building
Complaints and Compliments- Formal response/ Plans for system 1.A Incidents, Compliants and Feedback Dashboard- What other measures would we like to see reported to us? How frequently would you like this sent to us? Chair: 1. Need a centralised reporting place 2. Need an established process to follow including a. Acknowledge b. Investigate c. Conclude d. Inform/respond 3. Need a quarterly and an annual review to identify a. Themes b. Clusters of behaviour 4. Appropriate changes need to be a. Identified b. Implemented c. Tracked by result d. Outcome reported on 5. Quarterly feedback to local service managers/overall clinical directors eg Director Of Nursing/ Exec Leadership Team. Members feedback 1. Acknowledgement of complaint or compliment- within 7 days. 2. Every complaint is explored, and investigated if serious, within x timeframe. 3. Every complaint is prioritised and graded accordingly. 4. Lowest priorities within one month. 5. Understanding common themes from feedback over time. We would like some measurement and reporting, you said, we did. Identify areas for Improvement. What is the organisational doing in response? Advise in response back, of the grading of the complaint. Auto acknowledgement within 48 hrs, including two contacts to the complaints team. Where is the accountability? The act of giving a complaint or compliment needs to be accessible in the options-person centred. Do our compliments get acknowledged under the same process? They should be. Where does the accountability lie, can a partner in care make a compliant on behalf of the patient and be acknowledged and actioned? How does this fit in with the privacy act? Comply with the National Code of rights Ability to be able to: Review the trends every three months, added to the existing dashboard. We would like to be able to feedback to complaints team- quarterly basis.