As you may be aware the NHS Benchmarking Network in partnership with the Patients Association run a project on improving complaints handling. Originally a paper based exercise, the project is now being relaunched using an online survey.
The new online methodology has been piloted with existing participants and found to be:
- easy to facilitate; with a reduced administrative burden;
- as effective as the paper based version in achieving a good response rate; and
- more cost effective.
We are aware of the developments of a national survey through NHS England to look at the quality of complaints handling and the experience of complaining, however this is still in the early stages and meanwhile we would like to offer you an interim solution.
Benefits of participation include:
- knowing what patients and complainants really think about your complaints process;
- knowing how your performance compares with other NHS organisations;
- access to monthly returns online; and
- quarterly and annual benchmarked reports bespoke to your organisation.
Participation to the survey is open to all health and social care providers, is a 12 month subscription and will cost between £2,000-£4,000 dependent on the number of complaints you receive per annum.
However, if your organisation is a member of the NHS Benchmarking Network we would also offer you a 10% discount. To take part in this project, please complete the online registration, if you have any queries about participation, please contact [email protected], or call 0161 266 1997.