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Learning from your concerns

At South East Coast Ambulance Service, we strive to ensure that the patients we serve receive the best possible service and care, but we recognise that mistakes and misunderstandings do sometimes occur.

We are very keen to know about these and want to make it easy for you to comment in order that we can learn from our mistakes and improve the way we do things in the future.

You can find out more about making a complaint, a compliment or raising a concern in the Contact us section

SECAmb crestComplaints assist the Trust in identifying areas where improvements to quality and service can be made. We place great importance on learning from complaints and, wherever possible and appropriate, steps are taken to make improvements to the service provided.

  • All recommendations from investigating managers’ reports are placed on an action plan and remain there until the action has been taken.
  • The plan is monitored monthly by senior managers and the Director of Operations and the Director of Business Development.
  • The Incident Review Group meets quarterly during the year to review the appropriateness of recommendations for actions following investigations into Serious Incidents Requiring Investigation (SIRIs), near misses, complaints and PALS enquiries.
  • The Group, which reports to the Risk Management and Clinical Governance Committee, is chaired by the Head of Risk Management, and the Head of Patient Experience and the Complaints Manager are among its members.
  • The Group reviews investigation outcomes and ensures that any learning points for the Trust are disseminated widely and appropriately. It also makes recommendations for improvement. Detailed anonymised summaries of individual complaints, showing the recommended actions, are reviewed by the Risk Management and Clinical Governance Committee on a half-yearly basis.
  • Complainants are advised of changes to services as a result of their complaint and, where appropriate, they are given amended copies of policies and procedures, copies of training advice etc.
  • Learning points that have arisen from complaints, as well as PALS concerns and SIRIs, are included in the quarterly ‘Reflections’ newsletter, produced by the Professional Standards Department. ‘Reflections’ contains anonymised case studies and is circulated to all operational staff in order that everyone can learn from the valuable lessons highlighted in investigations. 

 

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