Workshop - October 2017: Trainers Pack

Slides

Policies and Procedures

  1. Your Service Your Say – The Management of Service User Feedback for Comments, Compliments and Complaints, HSE Policy 2017 (incl A3 Pathway)
  2. Your Service Your Say - The Management of Service User Feedback for Comments, Compliments and Complaints, HSE Guidance Manual 2017 (Online material)
  3. HSE Policy for dealing with Vexatious Complaints
  4. Dealing with the Provision of Information to Public Representatives(TD’s, Senators, MEP’s and Local Representatives) – April 2018

Legislation and Regulations

  1. Part 9, Health Act 2004
  2. Health Act 2004 (Complaints) Regulation 2006
  3. Extract From Your Service Your Say Guidance Manual Section 9.2
    • Complaints that can be managed using Part 9 of the Health Act 2004
    • Complaints that cannot be managed using Part 9 of the Health Act 2004
    • Matters excluded from right to complaint under Part 9 of the Health Act 2004

Standard Letters and Report

  1. Standard Letter Templates, including Report Template
  2. Point of Contact Complaint Escalation Form

Supporting Material & Good Practice Tools

  1. Timeframes Poster
  2. Chronology of Events Template
  3. Complaint Mapping Template
  4. Fishbone
  5. 5WHs
  6. Extracts taken from the New South Wales Ombudsman document – Investigating Complaints – A Manual for Investigators (June 2004)
  7. Guidance on Apologies – Making a meaningful apology, Office of the Ombudsman
  8. Apologies – A practical guide, Ombudsman New South Wales
  9. Report Writing Tips
  10. CMS Information Sheet
  11. CMS - Memorandum of Understanding
  12. Train The Trainer Briefing Pack
  13. Trainer’s Checklist

Presentations (YSYS Awareness Training October 2017):

Case Study

Other Guidance Material