Communication plan It is important that there is a mechanism to ensure relevant staff are aware of pertinent documents, policies and associated procedures that affect them in their work. Set out below is a Communication Action Plan for this document. Communication action plan Communication task Resources Responsibility Date / Frequency New Staff Trust Induction Academy Matrons Clinical Managers Head of Patient Experience On review Distribution and communication channels Distribution/communication channel Contact Site Communications Communications and Marketing Team Carillion Facilities Management Facilities General Manager Compliance Review NHSLA Standards & Patient Safety Project CQC Compliance Review Quality and Standards Manager Monitoring compliance and effectiveness of implementation The arrangements for monitoring compliance are outlined in the table below: - Measurable policy objectives Monitoring / audit method Monitoring responsibility (individual / group /committee) Frequency of monitoring Reporting arrangements (committee / to which monitoring results are presented) What action will be taken if gaps are identified The process for listening and responding to patients, their relatives and carers Formal complaints database Deputy Head of PALS Monthly Incorporated into Patient Experience Dashboard forming part of Patient Experience Report Patient Experience Report Head of Patient Experience Monthly Executive Committee / Trust Board / Commissioners Executive Committee will agree corrective action as necessary and will escalate risks to the Board
Exceptions Report Head of Patient Experience Quarterly Patient Safety and Quality Committee Patient Safety and Quality Committee will agree corrective action as necessary and will escalate risks to the Board External Report Head of Patient Experience Annual Copied to Commissioners The process by the organisation aims to improve as a result of concerns and complaints being raised Patient Experience Report Head of Patient Experience Monthly Executive Committee & Trust Board As above Exceptions Report Head of Patient Experience Quarterly Patient Safety and Quality Committee As above Complaint response writing Training PALS Ad hoc basis PALS training file As Actions for managers or individuals to take if member involved with a complaint is experiencing difficulties associated with the complaint. of complaints policy Head of Patient Experience /External Auditors Ad hoc Clinical Managers and Patient Safety and Quality Committee Action plan drawn up HR copied into emails to Directorate Managers containing complaint letters PALS Officers As they come through Stress Action agreed as necessary depending on the case Review date and arrangements This document will be reviewed every two years in accordance with the Trust’s agreed process for reviewing Trust wide documents. As the organisation learns from complaint management at a local and national level, this policy may be reviewed more frequently. APPENDIX A – Equality Impact Assessment Tool 1 Document Title: Complaints Policy Yes/No Comments 2 Does this document contain the Trust’s statement on Equality? Yes
Staff asked to provide information will be supported in this process by the Investigating Manager, their line manager and Departmental manager. Further advice can be obtained from the Patient Advice & Liaison Service. The Patient Support Officer is responsible for ensuring that appropriate patient consent for the release of personal information is obtained. A copy of any information that is given is kept in the complainants' complaint file, and may be passed on if the complainant requests an Independent or Health Service Ombudsman's Review of their complaint. General Principles Written information should be: Written in ink or Legible and concise Factual, accurate and relevant Avoid abbreviations. Explain any technical words, phrases or procedures and avoid jargon. Format Title The title should indicate the date, place and time of the incident complained about. Opening paragraph State your current: Name Post in the Trust How you can be contacted most easily If different from above, give the following information as it applied when the events under investigation occurred: Name Address Post in the Trust How long you had been in post How you can be contacted most easily Narrative of events Provide a narrative of the events, keeping to the facts. In date and time order state: When and what you did and why Where relevant, identify your contributions to clinical notes, adding explanations if you feel there is any ambiguity. Read the information you have written, date and sign it. Give the written information to your line manager, keep a copy for yourself. Statement form Complaint No:………………………………………… Patient Name:………………………………………… Hospital Number………………………………………