Beyond Complaints: PALS Team Sets Out for Innovation
By Carlos Santos, Improvement Advisor
Bringing fresh energy, enthusiasm, and a clear sense of purpose, our Complaints and PALS (The Patient Advice and Liaison Service) Team sets out on an exciting journey towards innovation. Following a key moment in a recent session with Pedro Delgado and Göran Henriks from the Institute for Healthcare Improvement (IHI), the team realised they are uniquely positioned to drive innovation within our organisation. Encouraged by this insight, they are now looking beyond routine complaints management, eager to explore new approaches to enhance patient care.
The session (and the power of a Shared Purpose)
This year, the Complaints and PALS Team, led by Trib Sharma, participated in a session with Pedro Delgado, Vice President of the Institute for Healthcare Improvement (IHI) and Göran Henriks, Chief Executive of Learning and Innovation at Jonkoping in Sweden. Pedro and Göran’s extensive experience in healthcare quality improvement provided a wealth of knowledge and valuable insights for the team.
The primary focus of the session was to gain expert advice on how the Complaints and PALS Team could optimally communicate their progress and outcomes to the wider population we serve. This aligns perfectly with the team’s core purpose, outlined in their driver diagram below. Their mission is to enhance the experience of service users, encourage effective resolution of concerns, and communicate feedback to inform continuous improvement in service delivery.
Figure 1: Purpose Driver Diagram for the Complaints and PALS Team
This framework, created collaboratively during a team away day in March, which also had the presence of Evah Marufu (Interim Director of Nursing – Mental Health) and Claire McKenna (Interim Chief Nurse), outlines the Team’s core purpose – to enhance the experience of service users, resolve concerns effectively, and communicate feedback for service improvement – and then breaks it down into key drivers. These drivers serve as clear points to ensure the entire team is working in unison towards their shared goals.
This innovative approach demonstrates a deep understanding of how a well-defined purpose, coupled with a practical set of practices, can truly drive positive change.
Impressive Results, Ambitious Goals
During the IHI Session, the team presented their impressive work, including an increase in the percentage of complaints completed within the agreed timescale (Fig 2) – which is particularly impressive considering that the number of complaints has increased in the same period (Fig3).
Figure 2: Percentage of complaints responded within the agreed timescales.
While counterintuitive, this rise in the number of complaints (fig. 3) can also signal a growing trust among the population we serve, who feel increasingly comfortable voicing their concerns to the Trust. This openness allows the team to identify areas for improvement and ultimately enhance the services we provide.
Figure 3: Number of complaints each month within the Trust
Building on this success, the team is now setting their sights even higher, aiming to achieve a completion rate of responses to complaints within the agreed times to exceed 74%, through the continued application of Quality Improvement (QI) methodology.
PALS: Resolving Issues Proactively, and a commitment to Continuous Learning
During the workshop, Pedro Delgado and Göran Henriks provided invaluable insights that further ignited the team’s passion for innovation. They emphasised the team’s potential as an innovation centre within the organisation, recognising them as the epicentre for learning and improvement. Encouraged by this perspective, the team is now considering the significance of their name, recognising that their role extends beyond complaints management to capturing compliments and fostering a culture of continuous improvement.
Inspired by Pedro and Göran’s guidance, the team is exploring new measures such as the “ratio of compliments to complaints,” recognising that this metric can offer valuable insights into areas of strength and opportunities for growth. They are also committed to proactively addressing any emerging issues, leveraging their wealth of data and tools to facilitate innovation across the trust.
The IHI visit served as a powerful reminder of the team’s pivotal role in driving positive change. With a renewed sense of purpose and determination, the Complaints and PALS Team remains steadfast in their commitment to exceptional service and continuous learning. As they continue to tackle challenges and support areas of need, they stand as a beacon of excellence within the organisation, embodying the spirit of innovation and improvement.
