A working group was set up this year to look to improve the process following concerns raised in a significant States debate involving health complaints last year.
It was tasked with enhancing transparency, fairness and public confidence in the Health & Social Care complaints process, and to ensure organisational learning and improvement was properly captured and actioned where required.
The group has now considered the outcomes from four workstreams and started to draft its recommendations, which it will present to the full Health & Social Care Committee in October.
‘The work we have undertaken is critical to improving public confidence in the Health & Social Care complaints process and ensuring organisational learning,’ said HSC member Sally Rochester, who is chairing the working group.
‘We want to ensure that transparency and fairness are enhanced, and that when learning is identified through a complaint, it is the underlying issue that is addressed so it is unlikely to happen again.
‘Each of the four workstreams has come back with similar themes, which gives the working group confidence in the basis for its development of recommendations.’
There will be consultation with stakeholders on the proposals before a report goes to the full HSC committee.
Deputy Rochester thanked people and organisations who had facilitated the working group’s progress, and also HSC and MSG staff and service users who had contributed to the review.
‘Over 200 people have contributed to the review so far and we are grateful that they took the time to make their contribution to this important work,’ she said.
‘Their valuable insights will enable us to ensure our recommendations focus on better outcomes for both service users and health and social care staff across both organisations in the future.’
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