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Patient Experience

The Parliamentary Health Service Ombudsman (PHSO) published the NHS Complaint Standards: Model Complaint Handling Procedure in December 2022. This included a self-assessment tool to inform future service provision and clear guidance on how to deliver a consistent service that meets your service user requirements.

There is also, rightly so, an expectation that providers will continuously improve the way that they engage with patients, shifting services from engagement only to true co-production.

At Quality Governance Solutions, we can help you with:

  • Development of Patient Experience and Engagement Strategies via co-production and stakeholder engagement
  • Review of patient experience processes
  • Facilitate self-assessment against the model complaints standards
  • Support the development and implementation of model complaints standards
  • Evaluate the complainants experience to drive continuous improvement
  • Provide complaints management and investigation training