EIA Summary Report. Which groups of people were considered during the assessment that may be affected by the policy?

Transcription

1 EIA Summary Report Name of policy Complaints Aim of policy / who is it intended to affect? The aims the of the policy and the associated procedures are to ensure that complainants achieve satisfaction: by promoting greater awareness of the procedure to patients and staff; by resolving as many complaints as possible by front-line staff; and by reinforcing the principles of good practice, in responding to complaints thoroughly, to a high standard, and within a reasonable timescale. This policy is: Existing Proposed This policy is aimed at: Staff Public/Patients Details of the individuals (include name, job title, dept and base) carrying out the EIA (ensure the lead person is clearly identified) Lead Impact Assessor: Impact Panel Members: Joan Joyce, A4C Administrator, HR, CIC Carol Matthews-Midwood, CSSD & Decontamination Manager, CIC Joan Markwell, Benefits and Change Manager, IT, CIC Sheena Bossche, Complaints Manager, Governance, CIC Which groups of people were considered during the assessment that may be affected by the policy? Staff, patients, carers and members of the public in all categories. What impacts did you identify? Positive Impacts Positive reference to special attention for vulnerable groups, range of appropriate disabilities. Under 18s facilitated to make own complaints. Acknowledgement that mistakes can be made. Complaints records separated from clinical records. Negative Impacts No reference to availability of translation services. Use of s(he). Terminology use of senior / junior. What information / data / research / evidence was used? Is any additional information required? Information / data / research / evidence used: Additional information required: The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009

2 Complaints Leaflet PALS Leaflet The Department of Health Consultation Document Making Experiences Count, June 2007 The Healthcare Commission National Audit on NHS Complaints Is Anyone Listening?, October 2007 The Healthcare Commission Annual Report on Complaints Spotlight on Complaints, January 2008 Which Groups / Organisations / Committees / Directorates involved in the policy development? Director and Deputy Director of Nursing. Clinical Directors. Matrons and Heads of All Departments. Business Managers. Risk Management. Interserve FM. Patient Panel. TPG Recommendations/Action Plan by whom and by when Refer to availability of translation services. Complaints Manager; April 2009 Change use of s(he) to they. Complaints Manager; April 2009 Change use of senior / junior appropriately. Complaints Manager; April 2009 Lead EIA Signature Date 20 th April 2009 Review date for assessment November 2009 The Lead Impact Assessor is responsible for forwarding a signed hard copy of the summary report and screening checklist, along with an electronic version, to the Head of Clinical Planning / and Diversity, WCH for publication on the Website. Approved for publication onto Web Site Jan Wharton Head of Clinical Planning/ & Diversity

3 EIA Checklist Document groups considered / how affected Positive Impact Negative Impact None Minority groups Ethnic No reference to availability of translation services. Disability Positive reference to special attention for vulnerable groups, range of appropriate disabilities. Gender Use of s(he).

4 Document groups considered / how affected Positive Impact Negative Impact None Age Under 18s facilitated to make own complaints. Positive reference to special attention for vulnerable groups. Terminology use of senior / junior. Sexual Orientation Faith and belief

5 Document groups considered / how affected Positive Impact Negative Impact None Carers Human Rights