Effective Leadership Strategies for Handling Complaints and Feedback

Understanding the value of complaints, actively seeking feedback, empowering staff, and handling complaints as a team are key leadership practices to prevent issues from escalating. Promote a culture where feedback is welcomed, learn from patient stories, monitor feedback trends, and take appropriate actions to improve service quality.

• Leadership
• Complaints
• Feedback
• Teamwork
• Service Improvement

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Uploaded on Oct 09, 2024 | 0 Views

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1. Leadership and complaints

2. Leadership and complaints What is the value of complaints and why should you listen to service users? 2

3. Leadership and complaints The best and most cost effective scenario is to avoid issues and concerns becoming complaints in the first place Leadership How do you as leaders and managers do that? 3

4. Leadership sharing good practice Leading the way: Ensure whole team feel involved and are confident to speak up As a team find as many ways as you can to actively seek feedback and empower staff to act on it Ensure feedback and complaints are a part of every team meeting when discussing how are we doing Deal with complaints as a team and support individuals involved 4

5. Leadership sharing good practice Leading the way: Help the team understand it is the complainant s complaint and something that matters a great deal to them Promote how your team has listened and learnt you said we did and patient stories Ensure careful monitoring of all forms of feedback to identify any themes or trends Take action that works for your service and your patients 5

6. Feedback and questions ? Questions? Any thoughts and experiences of PHSO s service? What more could PHSO do to support you? 6

7. Thank you Website www.ombudsman.org.uk @PHSOmbudsman Helpline 0345 015 4033 8.30am - 5.30pm Monday to Friday Parliamentary and Health Service Ombudsman Email liaisonmanagers@ombudsman.org.uk Radio Ombudsman Podcast 7