Complaints Managers with responsibility for championing the feedback process, especially in relation to complaints have been appointed within Community Healthcare Organisations, Hospital Groups and National Divisions to ensure leadership and governance in this area.
Complaints Managers are involved in education, training and reporting arrangements around Your Service Your Say. They ensure that the HSE’s feedback policy is implemented and that the system is functioning in line with policy with key staff, including clinicians, supported to understand how complaints are handled. They provide assurance, through casebooks, that learning is being captured and shared as well as reporting to local management on the effectiveness of the process.
Complaints Managers are responsible for assigning Review Officers to complaints following request for a review.
National Complaints Managers Governance and Learning Forum
The National Complaints Governance and Learning Team, to support Complaints Managers in their role, established a National Complaints Managers Governance and Learning Forum. The Forum, which meets quarterly, offers a valuable opportunity for shared learning, problem solving, discussion around issues, expert input into specialist topics as well as an arena for exploring areas for development to ensure the continuous evolvement of our feedback processes. Case studies form part of the learning platform that is fostered and facilitated at the Forum. Key messages including matters identified or arising are taken back from the Forum by Complaints Manager and shared with their Senior Management Teams at Community Healthcare Organisation, Hospital/Hospital Group and National Division level for consideration and action as appropriate.