Working in partnership to improve frontline complaint handling Developing a Complaint Standards Framework Andrew Medlock – Assistant Director Strategy and Partnerships 13 January 2020
Initial Objectives: Context • Strengthening frontline complaints handling in England. • Creating a unified voice for what good complaints handling looks like. • Professionalisation of complaints role via centralised training & accreditation Wider Strategy: • Public Services Ombudsman Bill – support for statutory approach likely to emerge from academics ‘Sheffield Manifesto’ • Aim to become a statutory Complaint Standards Authority - building on the experience of colleagues in Scotland
Why is this needed? Research findings from across NHS and Govt. Complaints Teams: • Multiple definitions of ‘good practice’ exist: whilst helpful, it lacks consistency – with no single view on what is expected across the system • Access to training is variable and content can be fragmented as it is based on different ‘visions’ of good practice supplied by different providers • Variability across organisations on organisational approach/culture to learning from complaints. As such, many complaints staff feel under valued and under supported.
Current plans • In 2019/20 : Work in partnership across NHS to co-design a new Complaint Standards Framework: a unified vision of good practice on complaints handling to be embedded across NHS and its regulators. • In 2020/21 : – Use the framework as the basis for working with partners to design and deliver a new Complaint Training Programme to create a single developmental pathway for complaint handling staff based on the standards. – Explore how the framework can read-across into our Parliamentary Jurisdiction via working in partnership with UK Govt and through likely PACAC inquiry • 2021 and beyond… consultation on new corporate strategy to explore appetite for a new Accreditation Programme that develops complaints handling as a professional skill. • Benefits : Consistency in quality and approach, empowering staff to resolve complaints earlier, professionalising the ‘industry’. Reducing the need to take Ombudsman or legal route.
Update on progress • Developing a draft Complaint Standards Framework for the NHS . Jointly owned Framework drafted by cross-sector Working Group with input from patients, advocates and others. • Framework to be embedded into regulatory and oversight work by CQC and others. • Drawn from existing good practice to create a single voice. Builds on My Expectations • Framework + Guidance + Model Complaint Handling Process based on four key areas of best practice • Public consultation in March 2020, leading to publication of final Framework this summer.
Expanding to UK Parliamentary bodies • PHSO will eventually use Framework when reviewing local complaints handling. • Regularly updated UK’s Cross Government Complaints Forum (CGCF) and have set up working group to discuss potential read-across. • Met with key senior officials across Govt. this month. • Plan to eventually create a Framework that covers all bodies in our jurisdiction, with related training and accreditation of complaints staff. • Anticipate PACAC will also launch an inquiry into the draft standards and examine the case for statutory standards. • Making the case for statutory standard setting powers based on the Scottish Model, which is at the cutting edge of the Ombuds community in this area.
AJC role We would welcome support for the principle of statutory complaint • standards in a new PSO Bill and for professionalisation of complaint handling sector. Is there read across when it comes to training to the wider Admin • Justice sector? What could this look like? • Does the Council wish to return to this area?
Thank you Website @PHSOmbudsman www.ombudsman.org.uk Helpline Parliamentary and 0345 015 4033 Health Service 8.30am - 5.30pm Monday to Friday Ombudsman Email Radio Ombudsman Podcast liaisonmanagers@ombudsman.org.uk
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