Note the Annual Activity in Concerns, Compliments and Complaints

Agenda Item 06

Report to (Board/Sub-Committee): Partnership Board

Date of Meeting: 14/09/2016

Subject: Customer Care Annual Report 2016-2017

Presented by: Lydia Golby, Nursing Lead for Quality

STATUS OF THE REPORT

For Information x

For Discussion For Approval / Ratification

PURPOSE OF To provide the Board with an overview of the annual Customer Care activity and to share the REPORT: developments identified for 2017-2018.

The Partnership Board is asked to:- Recommendations:  Note the Annual Activity in Concerns, Compliments and Complaints  Note the Planned Developments for the forthcoming year

Sub Committee This report is due to be discussed at the October 2017 Quality Committee. The North East Process and Lincolnshire Nursing Lead for Quality assures the content of the ‘Customer Care Annual Report Assurance: 16-17’.

Implications: Risk Assurance Associated risks are dealt with by the Quality Committee. Framework Implications:

Legal Implications: There are legal implications regarding the management of complaints – this report would identify those by exception only, it is key to note that none are highlighted in this annual report. Equality Impact An assessment is not required for this report. Assessment implications:

Finance Implications:

Quality Implications: Quality implications are managed by the quality committee and escalated within the report.

Procurement N/A Decisions/Implications (Care Contracting Committee):

1 Engagement Vision to complete stakeholder and public engagement as outlined in the development section Implications: of the report.

Conflicts of Interest No known conflicts of interest to declare at this time.

Strategic Objectives 1. Sustainable Services Short summary as to Patient experience is a key component of quality – quality is embodied in each of the how the report links to strategic objectives. the CCG’s strategic objectives 2. Empowering People Patient experience is a key component of quality – quality is embodied in each of the strategic objectives.

3. Supporting Communities Patient experience is a key component of quality – quality is embodied in each of the strategic objectives.

4. Delivering a fit for purpose organisation Patient experience is a key component of quality – quality is embodied in each of the strategic objectives.

NHS Constitution:

NELCCG Constitution.doc

Does the report and its recommendations comply with the requirements of the NHS constitution? Yes

Report exempt from No Public Disclosure

Appendices / attachments

Customer Care Annual Report 16 17.pdf