Feedback on our services
Our Corporate Governance team includes a dedicated complaints team who manage a range of concerns, complaints and compliments received by the ICB from or on behalf of members of the public.
Concerns, complaints and compliments are a valuable source of information, enabling us to understand the experiences of our population and provide us with an opportunity to identify and act on feedback to continuously improve the services that we provide and commission.
Please see below some examples of the feedback received by quarter and the ICB’s response and learning.
Concerns regarding access to Diabetes Care/Medical Equipment
As a result of our investigation into these concerns, further discussions were held with the treating Trust and NHS England. This enabled a new policy, already in development, to be finalised and published by the ICB. The policy was shared with the complainant and a meeting held to explain the ICB’s responsibility in this area and the actions being taken to expedite this funding along with assurance of how we are working to remove any barriers. A final action was taken to update the complainant on further progress made with this.
Complaint regarding a CHC Care Home Placement
As a result of this complaint investigation, a clear standard operating procedure was developed for the transfer of patients to care homes across border.
Complaint regarding CHC Funding Eligibility Assessment
As a result of this complaint investigation, all CHC Nurse Assessors have been reminded of the importance of explaining to individuals and their representatives the process of Multi-Disciplinary Team (MDT) recommendations, without the presence of a Social Worker at the assessment. Recognising that this concern was a developing theme in several complaints received by the ICB, an action was taken for the development of an information leaflet to share with individuals and their representatives clearly outlining the recommendation process in the absence of an MDT at CHC eligibility assessments.
Concerns regarding ADHD and ASD Assessment Waiting Times
Whilst the ICB directed this family to the treating trust to address their specific case concerns and provide clinical advice, the ICB acknowledged the need for better communication from our partners across the system regarding these waiting times and how patients and families can access support within this time. As a result of the complaint investigation, the ICB are working with colleagues across the system to improve this communication. The ICB have also committed to providing further, clear guidance for all GP practices across Coventry and Warwickshire to explain the Right to Choose option for patients.
Complaint regarding CHC Case Management
As a result of this complaint investigation, the ICB recognised that the role of case managers within the CHC process should be made clearer to patients and their families. To support this, a new leaflet and information documentation have been developed to support conversations.