Complaints: Ideas you can use

• Provide clear complaints information at the startOpen

  When people are admitted to the service, provide a booklet, leaflet or information sheet that gives clear information on how they can complain if they are unhappy about the service they receive.

  This idea can be used in different settings - so seeing how someone else has done it can be useful to you, even if they work in a different area of care.

  For example, this idea has been put into practice by Caterham Dene Community Hospital, where an information booklet is provided as part of the hospital's admissions process. This booklet includes a section on how to complain.

  Staff are made aware of how to deal with complaints. The matron is based on the ward and can easily be accessed by staff for support.

• Get electronic feedback to improve servicesOpen

  Use portable electronic devices to ask people who use services for their feedback - their responses can be automatically downloaded to a secure server, then collated, analysed and used to identify ways of improving services.

  This idea can be used in different settings - so seeing how someone else has done it can be useful to you, even if they work in a different area of care.

  For example, this idea has been put into practice by Care UK. Early identification and rectification is the key. They use live electronic measurement of patient satisfaction (54kb PDF file). Staff ask patients for feedback and, where appropriate, bring portable devices to the bedside.

  • The patient answers questions on a key pad – it takes 15-20 seconds.
  • Responses download automatically and information from it is collated and analysed.
  • Reports are created automatically emailed to the relevant managers.
  • The information is used in meetings to keep staff up to date with patients' views and current issues.
  • Staff are encouraged to suggest ways of improving performance to encourage participation.

• Use questionnaires to identify concerns before they become complaintsOpen

  GGet feedback from the people who use your service and staff through questionnaires designed to identify where standards of best practice are being met and where they are not. Then take action to improve the areas identified as poor.

  This idea can be used in different settings - so seeing how someone else has done it can be useful to you, even if they work in a different area of care.

  For example, this idea has been put into practice by Addenbrooke's Hospital. The hospital wanted to ensure that inpatient wards were meeting the requirements set out in the Addenbrooke's Standards of Privacy and Dignity (142kb PDF file), which were developed by the Essence of Care subgroup.

  An audit pack containing the Addenbrooke's standards, six patient questionnaires and a ward manager's survey were completed in 35 wards . The findings demonstrated where best practice was being achieved against the standards set out, and generated a number of recommendations for the trust to implement.

• Ask people whether they are satisfied with your service to help you improve on privacy and dignityOpen

  Use a questionnaire to find out where best practice is being achieved and to highlight areas where practice could be improved. Develop an action plan to address the areas where service improvement is needed.

  This idea can be used in different settings - so seeing how someone else has done it can be useful to you, even if they work in a different area of care.

  For example, this idea has been put into practice by the West of Cornwall Primary Care Trust. The trust conducted a patient satisfaction baseline audit (180kb PDF file) with regard to privacy and dignity within the Minor Injuries Unit based at Cambourne & Redruth Community Hospital.

• Make a better first impressionOpen

  Taking the trouble to make a good first impression is a sign of respect. First impressions are formed by the letters you send, the behaviours and attitude of your staff and the care environment you provide.

  Consider how these could be improved.

  This idea can be used in different settings - so seeing how someone else has done it can be useful to you, even if they work in a different area of care.

  For example, this idea has been put into practice by Stockport NHS Foundation Trust. In 2004 they established First Impressions - an initiative to improve the dignity and respect shown towards patients via a campaign which centred on a patient's first impressions of the hospital.

  They took the top three issues raised by patients in the national patient satisfaction survey - patient correspondence, staff attitudes and the environment - and set about improving them.

  Patient correspondence - Letters are often the first point of contact and should provide information in a reassuring, timely and accurate manner. The First Impressions work led to improved standards for letters as well as for the general information sent out to patients prior to coming into hospital, and the provision of the same information in video format.

  Staff attitudes - The trust developed Dignity and Respect standards and staff received training in how to meet them and how to train colleagues. They are:

  1. A tidy and professional image
  2. Personal introductions
  3. Listening and informing
  4. Taking responsibility for patients and customers
  5. Valuing staff and being a role model
  6. Telephone standards
  7. Treating patients according to their needs and beliefs.

  Large posters depicting these standards are placed around the trust with a telephone number inviting the public to let them know how they are doing.

  The environment - The public areas of the hospital were improved, including the appearance of the corridors, public toilets, waiting areas, entrances and outside areas.

• Empower patients and the public to carry out regular inspections of servicesOpen

  Invite people from outside the service to gather feedback from the people who use it. Their insights of people's feedback should offer a different perspective to that of professionals.

  This idea can be used in different settings - so seeing how someone else has done it can be useful to you, even if they work in a different area of care.

  For example, this idea has been put into practice by NHS Cornwall & Isles of Scilly. Forms are completed to record some of the information and informal notes are taken on patient stories and on staff comments. The team takes its time with people in order to make them feel at ease and to encourage them to speak freely. The team observes and records concerns and monitor whether issues from the previous visit have been addressed. It also interacts with hospital staff about practices and procedures.