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Meeting Room

Complaints Improvements

Good patient safety systems supported by an open safety culture are both a ‘must have’ to get a good safety rating. 

The details

Facere Melius (FM) has experienced patient safety managers that can help organisations re-design, develop and improve safety systems.  We have successfully worked with several provider organisations placed into special measures for poor Well-led and Safety assessments, helping them to achieve rapid improvement.


“The Trust need" to ensure that effective systems are in place to reduce the risk of safety incidents from reoccurring”1.


How we can help

FM has experience of working quickly and efficiently with organisations to:

  • undertake complaint investigations

  • turnaround backlogs of complaint investigations and responses

  • undertake thematic analysis to synthesize outstanding actions from complaints

  • analyse of the strength of actions for change from complaints using a hierarchy of solutions

  • implement effective learning lessons tools from complaints.


“There was poor evidence of learning”1


Our approach

We work collaboratively at Board and Executive level supporting the development of Complaint Management Frameworks and their alignment to the wider organisation risk and improvement processes so there is a true line of sight on complaints, risks and their management. This has included the development of appropriate operational committees and meetings to ensure complaints and other feedback mechanisms are reviewed at the right place and time. We work with all levels of the organisation to ensure understanding and involvement in complaint management, learning and improvement become a key part of managing services throughout the organisation.


Apart from complaint management assurance and reporting process experience we have Risk Management system experts who can support existing staff to maximise the impact and functionality of your current incident reporting systems to support the organisation including the roll-out of the next version of your existing systems.  Throughout all of our work, we transfer knowledge to existing staff to ensure the sustainability of the robust reporting and systems frameworks we will develop.  The Care Quality Commission (CQC) will always review complaint management arrangements at all levels within the organisations they inspect and recently published reports for inadequate organisations.


“There was not a system in place to track incidents”2

Complaints Systems

FM has proven experience in supporting both Datix and Safeguard Systems.  Our subject matter experts have helped many organisations to:


  • resolve day-to-day system problems

  • improve user experience

  • undertake system audits looking at usage, set up and functionality and also provide recommendations for future improvements and developments

  • rebuild and re-install systems

  • implementing organisational structural changes

  • switch from one system to another

  • ensure automatic reporting to NRLS.


“Ensure the grading of incidents reflect the level of harm”2


Our experience

  • Complaints management and investigations training, including the duty of candour and human factors - Hospital NHS Foundation Trust

  • Complaint investigations - Hospital NHS Trust

  • Clearing backlogs of complaint investigations and responses - University Hospital NHS Foundation Trust



1 Royal Cornwall Hospital NHS Trust CQC Report CQC Report

2 Shrewsbury and Telford NHS Trust

Get in touch

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