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The Feedback Central team was established on 8 June 2018 as recommended in the Decision Document: Feedback Central / Directorate of Patient Care (March 2018).
The key reason for establishing Feedback Central was that CM Health was not meeting the standards relating to feedback and complaints. In particular, there was:
Our vision: To coordinate fair, simple, speedy, efficient patient and whaanau-centred resolution of all feedback, working in partnership with services across CM Health.
Aim: To complete and resolve complaints within the timeframes (five working days to acknowledge and 20 working days to resolve) for 100% of complaints received by 30 June 2019.
It was planned that Feedback Central, as a dedicated centralised team, will provide feedback and adverse event management services that meet standards and consumer expectations, while ensuring ownership of the complaint remains with the service and existing clinical relationships are preserved. Through centralising key functions, consolidating resources and providing expertise there will be a single contact point for feedback, expert advice and coordination, particularly for complex investigations involving multiple services.
The Feedback Central team was established within the Chief Medical Officer Directorate. It consists of six full-time equivalent (FTE) staff, including three staff who have transferred from other services within CM Health and three staff recruited for the new positions.
To date, the team has achieved the following.
We have achieved our aim of acknowledging 100% of complaints within five working days. This is a result of standardising the process for logging and acknowledging compliants. All complaints are now acknowledged by the Feedback Central team.
Our plans for the future include: