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Improving complaint handling and learning from good practice
1. Improving complaint handling
and learning from good
practice
Laura Yearsley, Head of Health Policy and
Insight
25 November 2015
1
2. Overview
2
• State of NHS complaints system
• My Expectations
• Our role and objectives
• Our development
• Learning from good practice
• Your feedback
3. State of NHS complaints system
90% of people think
they should complain.
Half of the people do
not complain because
they do not think it
will make a
difference.
Only one in three who are
unhappy with a public service
actually complain.
11. We’d like your feedback
11
• How are you implementing My Expectations?
• How do you measure satisfaction on complaints?
• How does your organisation provide leadership on
complaints?
• How can we best support you?