Presentation at the Capita Patient Complaint Handling Conference

1. Improving complaint handling
and learning from good
practice
Laura Yearsley, Head of Health Policy and
Insight
25 November 2015
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2. Overview
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• State of NHS complaints system
• My Expectations
• Our role and objectives
• Our development
• Learning from good practice
• Your feedback

3. State of NHS complaints system
90% of people think
they should complain.
Half of the people do
not complain because
they do not think it
will make a
difference.
Only one in three who are
unhappy with a public service
actually complain.

4. NHS investigations and IPSIS
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5. My Expectations

6. Our role

7. Working with Parliament to drive
improvements
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• Highlighting issues
• Sharing learning
• Establishing what needs to change

8. Strategic objectives
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9. Our development
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1. Meeting demand
2. Sharing what we see
3. Being clear what people
can expect from us
4. Ombudsman reform

10. Learning from good practice
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11. We’d like your feedback
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• How are you implementing My Expectations?
• How do you measure satisfaction on complaints?
• How does your organisation provide leadership on
complaints?
• How can we best support you?

12. Thank you
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