This presentation looks out how the information in our publication 'My Expectations' be used locally to improve the way services respond and learn from complaints

1. How can ‘My Expectations’ be used
locally to improve the way services
respond and learn from complaints?
• Laura Yearsley
• Head of Health Policy & Insight
• June 2015
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2. What is My Expectations?
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• A comprehensive guide to what good outcomes for
patients and service users looks like if complaints are
handled well.
• A series of ‘I statements’ define a good complaint
journey from initial consideration of making a
complaint, through to communication with staff and
institutions, to final reflection on the experience.
• A good complaint journey is summed up as: “I felt
confident to speak up and making my complaint was
simple. I felt listened to and understood. I felt that my
complaint made a difference”.

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4. How is ‘My Expectations’ being
used already?
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Assessment of how
‘responsive’ an
organisation is
Part of key lines of inquiry
for inspection
All inspection reports will
include a complaints
section
“every concern is an
opportunity to improve
the quality of care”

5. 5
“There is now no
excuse not to
implement the
recommendations of
the ‘My Expectations’
report on first tier
complaints as this has
clearly set out a user
led guide to best
practice”.

6. 6
“There are some
striking similarities
between the
requirements of
good practice in
handling
complaints and
handling concerns
raised by staff…”
Freedom to Speak
Up review

7. Next steps for national
implementation?
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• Development of a
model survey
• Commissioning
toolkit

8. Complaints: a local approach
Elizabeth Mackie

9. Complaints: a local approach
‘My Expectations’…a launch pad to shape our
work locally
A starting point to inform further conversations
Creating a shared vision for raising concerns and
complaints

10. Complaints: All aboard
Involving people who use services and those who
plan, commission, deliver and regulate services
Co-creating ‘A Declaration of Understanding
On Managing Complaints’ for
East Sussex

11. How could you use this in your work
locally?
For example, as a local campaigns tool for
driving up standards/holding providers to
account?
What support would you welcome in
using ‘My Expectations’ locally?
Discussion

12. chloe.peacock@healthwatch.co.uk
elizabeth.mackie@healthwatcheastsussex.co.uk
laura.yearsley@ombudsman.org.uk
Questions?
Already using ‘My Expectations’ and want
to share your experience?
Please get in touch!