Customer Feedback Report

Customer Feedback Report Registrants and Customers Analysis 2015 FTPIMPROVEMENT@GDC-UK.ORG

Table of Contents I. Overview... 2 II. Results Registrants... 4 III. Key findings Registrants... 5 IV. Key themes Registrants... 6 V. Results Informants / Witnesses... 14 VI. Key findings Informants / Witnesses... 14 VII. Key themes Informants / Witnesses... 16 VIII. Action Plan... 31 1

Overview This analysis looks to assess the responses collected for 2015 from registrants, informants and witnesses involved in FTP following closure of their case at one of the following stages: Triage (informants only); Assessment (only those registrants who were informed that they were in the FTP process); Investigating Committee (IC) where (a) there was no further action (b) closed with advice (c) closed with warning; Prosecutions (witnesses who have been involved in the FTP process; Hearings (those registrants who have been subject to a FTP hearing); or, Case Review (those registrants who have had suspensions or conditions imposed) Feedback is received either via our online feedback system, or alternatively individuals may email their comments directly to the FTP Improvement team. Each piece of feedback is logged and triaged to ascertain whether or not it a) requires a response and b) whether that response requires the input of a team other than FTP Improvement. Once response letters are drafted these are sent directly to the individual who provided the comments, the target return for these responses is 15 working days. When response letters are drafted care is taken to ensure any learning identified is brought to the attention of the relevant team members and managers. Often team members will be asked to comment on specific elements of the feedback received to ensure the most accurate response is sent back to the individual providing the feedback. An example of this would be a manager being asked to provide the reasons for a delay in a registrant receiving relevant documentation for a cases disclosure. Those reasons are then incorporated into the response letter sent. In addition, concerns may be brought to FTP Improvement to consider where amendments need to be made to processes or guidance. An example of a change implemented as a result of the feedback received was changes to our website to include the timescales involved with our FTP process. This change included text as well as a process map being added to the website. This change was then fed back to the individual who brought it to our attention. In addition to sending specific letters to the relevant teams for review and or comment, the feedback is circulated to the FTP Management team on a monthly basis. This provides managers with an overview of both the survey responses as well as any comments made. Managers are invited to request responses to any of the letters sent if they have not already been involved with the drafting of the correspondence. FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 2

The below diagram depicts the customer service process as it currently operates; FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 3

As at 31 December 2015 there were a total of 85 registrant responses collected and 89 informant responses collected via the online survey system. Each of the template closure letters now have a link to our online feedback survey and the casework template letters have been incorporated into CRM which helps ensure the correct link is sent to the correct survey, for example registrant or informant. Since the move from paper to electronic based customer surveys there has been a decrease in the overall level of responses received. In 2014 we received 240 registrant responses and 146 informant. One reason for the decrease in responses received may relate to the survey moving from paper format to electronic. In addition the GDC did not start the online system until the end of February 2015 and up until around May not every member of staff had been including the link in the closure letters or via email. Dip samples were conducted and this was followed up with the relevant staff. Some were posting the letters with the link and others printing, scanning and then emailing letters which meant the link was not a hyperlink, which in turn made it more difficult to complete. This was addressed and now teams email the survey link as a hyperlink. Finally we experienced a decline in responses due to the addition of a consent statement for the individual s information to be stored on Survey Monkey s American based servers. Since we included the consent question to our survey 25% of informants declined consent and 13.64% of registrants declined consent. From 1 st February 2016 the GDC will be moving to Smart Survey, a UK based company. This move has been initiated to ensure we are complying with our data protection requirements. It is envisaged that this move will see an increase in the responses received. While the figures have decreased, what we do with each response has vastly improved the customer service experience. Each individual who fills in the survey is able to ask for a reply to their comments. As referenced in the process map above, these responses may involve a review of the case and input from various teams before it is finally sent out. In 2015 25 informants requested responses to their feedback while 32 registrants requested responses. At the end of 2015 there were three replies from the GDC outstanding. Results Registrants This report assesses responses to 7 set questions. There are four additional questions for consent, collecting comments, case and contact information. The questions are broadly split into the following categories: FTP process; Communication with the GDC; Timescale in case management; and FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 4

Customer service. Key findings Registrants 59.21% of registrants were content with the information provided about the GDC s processes including timescales, this was in comparison to 32.90% who were not content with the information provided. 7.89% were neutral. 46.05% of registrants were provided with timely updates on their case, while 40.79% were not. 13.16% were neutral. 53.95% of registrants received clear information in response to any queries, while 25% did not. 21.05% were neutral. 48.65% of registrants had queries attended to within five working days, 17.57% did not and 33.78% were neutral. 70.66% of registrants thought the GDC communicated in a courteous manner, while 17.33% did not. 12% were neutral. 81.58% of registrants felt the outcome of their case was clearly explained to them while 7.89% did not. 10.53% were neutral. 54.67% of registrants were content with the level of customer service provided by the GDC in comparison to 38.66% who were not content. 6.67% were neutral. In summary, registrants provided positive feedback for majority of the questions put to them about their experience with the GDC. The key areas for improvement are timeliness, clear communication and customer service. FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 5

Key themes Registrants When asked if registrants had any comments on things we could improve, the main themes arising from the surveys were: Timeliness Stress/Upset Communication and access to information Process See appendix 3 for the full 2015 registrant word cloud. FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 6

Question 1 - I was provided with clear information about the GDC s FTP process when advised of the complaint including the timescales involved. FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 7

Question 2 I was provided with appropriate and timely updated on my case i.e. at least every 6 weeks. FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 8

Question 3 I received clear information from the GDC in response to any queries. FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 9

Question 4 My queries were attended to within five working days. FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 10

Question 5 The GDC communicated in a courteous manner. FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 11

Question 6 The outcome of my case was clearly explained. FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 12

Question 7 I was satisfied with the customer service I received from the GDC Question 8 Do you have any comments on things we could improve? Refer to appendix 1 for individual comments. Question 10-14 Gender, age range, ethnicity and disability questions have been removed from the survey. FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 13

Results Informants / Witnesses This report assesses responses to 14 set questions. There are four additional questions for consent, collecting comments, case and contact information. The questions are broadly split into the following categories: Initial stages of FTP o Customer service o Information received o Timeliness Legal service o Customer service o Information received o Timeliness Witness support o Customer service Key findings Informants / Witnesses Initial stage of investigation 56% of informants were satisfied with the assistance provided in the initial investigation of their complaint or issue, 35% of informants were not satisfied and 8.22% thought it was average. 57.54% of informants were satisfied with our customer service in the initial stage of the case, while 34.25 were not satisfied. 8.22% thought it was average. 54.06% of informants were satisfied with the information they received about the role of the GDC and our processes while 33.78% were not satisfied. 12.16% thought it was average. 49.32% of informants were satisfied with the information they received about what would happen next including timescales involved. 28.77% were not satisfied and 21.92% thought it was average. 57.54% of customers were satisfied with the regular updates provided for their case, 32.88% were not satisfied and 9.59% thought it was average. 53.43% of informants were satisfied with the responses to any of their questions while 35.62% were not satisfied. 10.96% considered the responses to be average. Legal team 57.14% of informants were satisfied with the assistance provided by the GDC legal service, 33.33% were not satisfied and 9.52% thought it was average. 57.78% of informants were satisfied with the customer service they received at the legal stage of the case. 31.11% were not satisfied and 11.11% thought it was average. FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 14

62.79% of informants were satisfied with the information they received from the legal team about the role of the GDC and our prosecution process. 23.26% were not satisfied and 13.95% thought it was average. 59.1% of informants were satisfied with the information they received from the legal team about what would happen next, 31.81% were not satisfied and 9.09% thought it was average. 51.11% of informants were satisfied with the regular updates provided for their case, 33.34 were not satisfied and 15.56 thought it was average. 59.09% of informants were satisfied with the responses by the legal team to their questions while 31.81 were not satisfied. 9.09% thought they were average. Witness support 42.55% of informants were aware of the GDC support service while 57.45% were not. 44.44% were content with the support service while 50% were not. 5.56% thought it was average. In summary, informants provided positive feedback for majority of the questions in relation to the initial stages of an investigation and the legal team. Witness support is an area identified as requiring a review, with higher percentages of responses not happy with the level of service provided. The key themes of concern, as set out in the next section are process, staff and communication. FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 15

Key themes Informants / Witnesses When asked about what improvements could be made, the main themes arising from the surveys were: Process Staff, both with positive and negative comments Communication See appendix 4 for the full 2015 informant word cloud. FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 16

Question 1 How satisfied are you with the assistance provided in the initial investigation of your complaint / issue? FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 17

Question 2 How satisfied are you with our customer service in the initial investigation stage of the case? FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 18

Question 3 How satisfied are you with the information you received about the role of the GDC and our process? FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 19

Question 4 How satisfied are you with the information you received about what would happen next including timescales involved? FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 20

Question 5 We aim to keep you informed regularly regarding the progress of your case i.e. at least every six weeks. In relation to this standard the service I received was: FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 21

Question 6 How satisfied are you with the responses to any of your questions? FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 22

Question 7 How satisfied are you with the assistance provided by the GDC legal service team? (Please skip this section if not applicable) FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 23

Question 8 How satisfied are you with our customer service in the legal stage of the case? FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 24

Question 9 How satisfied are you with the information you received from the legal team about the role of the GDC and our prosecution process? FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 25

Question 10 How satisfied are you with the information you received from the legal team about what would happen next? FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 26

Question 11 We aim to keep you informed regularly regarding the progress of your case i.e. at least every six weeks. In relation to this standard the service I received was: FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 27

Question 12 - How satisfied are you with the responses by the legal team to any of your questions? FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 28

Question 13 Were you aware of the GDC witness support service? (Please skip this section if not applicable) FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 29

Question 14 How would you rate the service you received? Question 15 Do you have any comments on things we could improve? Refer to appendix 2 for individual comments. Question 17-21 Gender, age range, ethnicity and disability questions have been removed from the survey. FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 30

Action Plan Across 2015 the customer service feedback processes developed into a comprehensive service for each individual who submits feedback to the GDC. As part of further developing this process several areas have emerged as requiring attention going forward. 2014 Review The actions set out in the 2014 analysis of feedback identified the following projects as identified to address the key themes of 2014. 1. Standard Letters Review a. This review has been completed for all of casework s template letters and will be further extended to other areas of FTP in 2016. 2. Interim Order Programme. a. This programme of work when implemented will help tackle timeliness issues by speeding up the process. A number of business cases were developed in 2015 which are scheduled to be implemented in 2016. 3. Customer/Registrant Feedback. a. FTP intended to increase the response rate to the feedback and establish best practice within the FTP Directorate. The new process for responding to feedback has now become embedded in FTP. Proposed improvements to the process are covered in the following section, 2015 Review. 4. Risk Management a. A robust operational risk management framework was introduced in 2015. This will help ensure risks are mitigated to prevent them turning into issues thus helping to improve the overall experience for all parties involved in a case. 5. Raising Concerns with the GDC a. The GDC teamed up with Public Concern at Work to provide support for those raising concerns about dental colleagues. This has been comprehensive and now includes a dedicated help line for those registrants. We have also implemented staff training on how to identify a whistle blower. Our standard letters have been updated to reflect changes which arose as a result of our focus on vulnerable registrants. This project will be closed out with the final whistle blowing training being delivered on 2 February by Public Concern at Work. FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 31

2015 Review Reflecting on 2015 it is clear that there will be a delay between the projects implemented and the results seen in the customer service feedback. However, there are points which can be focused on for 2016. 1. Improve and streamline Customer Service Feedback. a. One of the issues that has arisen as a result of the more in depth customer service process is the time it takes to record, investigate and respond to the concerns or comments raised. b. The approach suggested for 2016 is for the project to be split across three roles. i. Either the Executive Assistant for the Director of Fitness to Practise or the FTP Administrator to record and begin the letters, as well as collating the monthly management report. ii. The FTP Business Analyst will investigate and finalise each response, including identifying the relevant learning and will distribute the monthly report. iii. The Head of Change and Continuous Improvement will oversee any concerns or issues that arise from the feedback received to ensure any changes that are required are implemented accordingly. c. Should the proposed changes to the process still not make it effective then a Business Case will be put forward for a new role which would encompass customer service feedback, and other areas of customer service. 2. Move survey to United Kingdom based company. a. In order to comply with our Data Protection requirements the online survey will be moved from American Based Survey Monkey, to United Kingdom based Smart Survey. This means all the data is stored on severs in the UK and the GDC is compliant with its data protection obligations and there is no need for customers or registrants to agree to a consent statement before providing feedback. b. As part of moving the customer feedback survey to Smart Survey the intelligence of the questions will be reviewed and revised to try and collect more accurate information. 3. Review of the Witness support service. a. The survey results from 2015 indicate that over half of the informants questioned were not are of the GDC s support service and of those that were aware, 50% were not satisfied with the service. b. This project has been identified by the Fitness to Practise Improvement Team and will look to be initiated during 2016. 4. The Head of Quality Assurance and Monitoring will review the customer service feedback which has required action to be taken by a team to ensure it has been appropriately reviewed and changes made where necessary. FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 32

5. The Director of Fitness to Practise will confirm and sign off the Customer Service Charter in 2016. This was discussed at the Away day for FTP in 2015 and will involve a commitment from all FTP Staff. FTP CUSTOMER FEEDBACK REPORT ANALYSIS 2015 33