Hearing those seldom heard – improving access to the complaints process
- Winning idea
What is the challenge your project is going to address and how does it connect to the theme?
We all know it is notoriously difficult to make a complaint about the NHS; it’s also a really emotionally challenging thing to do. People who use our community and mental health services have asked us to work with them to make it easier to raise a concern, and to see how the review of their complaint is going.
Young people with complex physical and/or mental health needs and people from minority ethnic groups experience greater health inequalities than many others. The way we currently ask them to make a complaint puts them off sharing their experience, limiting our learning and opportunities for improvement. We need their specific feedback to improve our services and help improve health equity.
They have told us that an additional digital option, for example a web based portal, would encourage them to share their experiences and would let enable them to see progress in real time.
What does your project aim to achieve?
The overall aim of the project is to improve access to the process for making a complaint and improve transparency of the review progress by the development and provision of a digital solution, to supplement the current offer.
The objectives are:
1. To develop or procure a digital solution in partnership with people from our local communities which allows easy access for people to raise a concern.
2. To improve access for people from seldom heard communities who are currently underrepresented in those we receive complaints from.
3. Enable more effective and timely communication with the person who has raised a concern, either self-facilitated by personal log ins, or by ensuring one single point of access for information and progress updates.
4. Improve our understanding of the experience of care of using services from a broader range of our community, supporting our ambition to reduce health inequalities by facilitating learning and service improvement.
How will the project be delivered?
We will use our established approach of people participation in engagement and improvement.
- The project will be based on feedback from people who use our services, ensuring improvements are based on what matters most to them.
- The project will be delivered using the principles of cocreation; with patients, families, carers and members of the local community being active partners with Trust teams in project design, delivery and evaluation.
- An already established community led complaints improvement group will provide oversight and shape the development of this digital solution, ensuring the focus is on improvements identified by people who use our services.
- The Trust Complaints and PALS Team will drive the practical application and testing.
- Technical digital support will be provided by the Clinical Nursing Information Officer.
- Evaluation will be supported the Solent Academy of Research and Improvement, who have extensive expertise in QI, rapid evaluation and people participation in improvement.
How is your project going to share learning?
- We will share the learning through the national Head of Patient Experience Network, the Parliamentary Health Service Ombudsman national complaints standards framework group, the ICS Community Involvement Network, and national community engagement and PPI networks.
- We will develop a blog – ‘How is it going’ – to provide updates on progress, seeking input from wider audiences to inform and shape the project and test out concepts and tools. This will be posted in the Q Community and the Solent Academy sites.
- Our community partners will share with their community groups networks, enabling reach to some of those seldom heard groups we wish this project to support specifically.
- We will publish and present at local and national forums.
How you can contribute
- Shared learning
- Would be pleased to hear from other how have successfully used web based platform to improve access for people who use services, particularly those suitable for people with additional access needs.
- Ideas development
- Feedback on proposal and any other ideas people may have to support!
- Sharing the idea across social media platforms you use, asking for partners to read and feedback
|31 Mar 2022||Phase 2 complete - full evaluation, report and initial sharing.|
|23 Jun 2022||Project management group; detailed planning and output measures agreed.|
|15 Jul 2022||Community conversation 1: solution specification requirements from people who use services|
|16 Aug 2022||Community conversation 2: solution specification from people who use services|
|1 Sep 2022||Specification finalised; options proposal and agreement with service users; procurement|
|1 Oct 2022||Phase 1 Pilot starts and continuous evaluation|
|1 Nov 2022||Phase 1 - initial evaluation feedback and amendments|
|1 Dec 2022||Phase 1 continues|
|19 Jan 2023||Phase 1 review|
|8 Feb 2023||Phase 2 commence with amended tool|