epso complaints
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Transcript of epso complaints
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epso complaints 5 2 2010
epsocomplaints
Results from the questionnaire
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Complaints trajectory
• Cork 2009
• Candidatures working group
• Questionnaire
• Brussels 5/2/2010
• Reporting to Epso
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Position of the inspectorate
• Most inspectorates can investigate individual complaints;
- some directly involved
- some involved only as appeal instance
- some only in severe incidents
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Role of Inspectorate in care provider’s complaints procedure
• Miscellaneous & various levels
• Sometimes Inspectorate must be mentioned in complaints procedure (address, contact number): Northern Ireland, Flanders (…)
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Legislation on complaints inHealth Care
• Legal basis for the parties involved:-complainant-care provider-inspectorate(ombudsman)
Often: law on patients’ rights.
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Information of the public
• In all countries public is informed of the possibility to lodge complaint
• More or less active information• Various ways of information:-posters, folders, leaflets-websites-other (media, conferences,…)
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Redirecting a complainant
• Reasons to redirect:
-closer to complaint & complainant
-local expertise
-opportunity to improve care
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Not redirecting a complainant
• Reasons for not redirecting:
-vulnerability
-from pillar to post
-closer & easier follow-up
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Redirecting to whom?
• Care provider
• Ombudsman
• Complaints commission
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Judging a complaint
• Founded-unfounded
• Possible consequences?
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How complaints are investigated (I)
• Ask additional written information
• Write or call care provider
• Ask for written follow-up of complaint by care provider
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How complaints are investigated (II)
• Visit care provider
• Talk to complainant
• Include complaint in next regular inspection
• Hold formal meeting with care provider
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Revealing identity? (I)
• “Retaliation”, whistle blowing
• Care provider’s ability to resolve problem
• How anonymous is anonymous?
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Revealing identity? (II)
• No identity, no investigation
• Options for complainant
• Options for Inspectorate
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Complainant unknown to Inspectorate
• Investigation in spite of anonymous nature
• Anonymity →no investigation
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Follow-up
• Follow-up of an investigated complaint:
-written follow-up by care provider-include follow-up in regular inspection later on-specific follow-up inspection-contacting complainant
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Reporting on an individual complaint
• Written reports in all countries• Sent to care provider• Sent to complainant• Published on website (…)
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Registration
• In general and systematic way: most countries
• Fragmented: 1 country
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General report
• Miscellaneous
• Only 50% of countries report on regular basis and in general on complaints investigation
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Make use of complaints
• Include information from complaints in future inspection programs or instruments
• Not everyone’s logic
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Training Inspectors
• Specific training for dealing with complaints
• Only 50% of epso members train inspectors for dealing with complaints
• →Epso training?
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Questions for reflection
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1. Supervisor’s involvement in complaints procedure
• First level
• Second level (appeal instance)
• Not involved
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2. Redirecting complaints
• A. From supervisor to care provider
• B. Care provider mentioning supervisor as appeal instance
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3. Informing the public
• Most effective methods of informing public?
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4.How to investigate complaints
• Visit the care provider?
• Study documents?
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5. Anonymous complaints
• Anonymous complaints to be handled?
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6. How to follow-up complaints
• Which way of follow-up is preferred?
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7. Written reports
• Not sent to complainant (Flanders)?
• Not sent to care provider (Slovenia)?
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8. General reports
• No general reports in Sweden, Finland, Slovenia, Flanders?
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9. Training inspectors
* Specific complaints training in Northern Ireland, Norway, Flanders (…)Lithuania
* Set up training together?