IHM
IQVIA

Aims and background

The patient experience team are responsible for assisting Care Groups with concerns and complaints that come in from across the Trust.

The team wanted to improve how promptly they acknowledge complaints.

With the help of a Qii coach and using Effective Meeting Skills, the team set a specific aim of improving how promptly they respond to complaints.

Changes made The team processed mapped their current process and then brainstormed some change ideas. The team came up with the very simple idea of having two specific staff to acknowledge and respond to complaints as soon as they arrive.

Improvements As a result of these changes the team now respond to complaints on the same day that they come in.

The graph clearly shows a data shift.

The team are now beginning to look at concerns

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