Our casework process - end to end
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Transcript of Our casework process - end to end
Our casework process end to end
NHS Advocacy Providers Conference
Chris McAlpine – Assistant Director of InvestigationsAndrew Medlock– Assistant Director of Customer Services
8 October 2015 1
Our casework process - end to end• Overview of our end to end casework
process
• More detail in workshops later
• Service Model – key principles;–Evidencing sound decision making–Providing a good customer experience
• Sharing learning
Our casework process – The Service Model• Why have we developed a Service Model?
–Evidencing sound decision making;–Providing a good customer experience.
• What does this mean for you and your clients?
–You should experience what is set out in the model;–You should be involved, informed and kept up to date;–You should know what’s going on!
Our casework process - first stage assessment • First contact from complainant
• Our customer service staff consider
- properly made- in remit- local procedure exhausted
Our casework process – second stage assessment
• We assess the case to consider:
–suitability of complainant–time limit–alternative legal remedy–if another organisation is more appropriate
Our casework process – proposal to investigate• Is there a case to answer
(some indication of an injustice or hardship arising from a possible failure in service that has not yet been remedied)
• Can it can be resolved quickly
• Proposal to investigate
Our casework process - investigation
• How we gather evidence
• How we investigate
• Professional advice
Our casework process - investigation
• Our ‘test’
• Draft report and comments
• Final report and compliance
• Action plans – learning from mistakes
Our wider role - sharing learning• Case summaries• Themed reports