Model Complaints Handling Procedure (MCHP)

Model Complaints Handling Procedure

Themes:  Developing the Workforce & Promoting a Positive Culture

Cohort: 27

Project Title

Model Complaints Handling Procedure (MCHP).

Aim

To explore ways to effectively implement the Model Complaints Handling Procedure and contribute to guidance on doing so.

Description of the Intervention

Participants identified complaints handling as a key area for quality improvement within care home settings. The project was undertaken in partnership with the Northern Ireland Public Services Ombudsman (NIPSO) and aligned with the development and implementation of the new Model Complaints Handling Procedure (MCHP) for the Health and Social Care Sector.

The MCHP aims to promote a consistent, compassionate, accessible and transparent approach to complaints management, with a particular emphasis on early resolution, learning and service improvement.

The project provided participants with a unique opportunity to engage directly with NIPSO representatives and contribute to the development of complaints handling guidance for the sector. Through consultation, feedback and collaborative working, participants helped inform both the Model Complaints Handling Procedure and supplementary guidance for care homes and commissioned services.

Using My Home Life principles and Quality Improvement methodologies, the cohort explored how complaints were understood and managed within their own organisations. Conversations were held with residents, staff and family members to gain a better understanding of attitudes, experiences and perceptions relating to complaints handling. This discovery work identified a number of recurring themes across settings, particularly around staff confidence, ownership of complaints, understanding of the complaints process, and the distinction between service requests and complaints.

Changes Implemented

Staff Education and Awareness

Following consultation with staff teams, complaints handling training was reviewed and strengthened. Additional learning opportunities were introduced to enhance understanding of complaints management processes and increase staff confidence in responding appropriately to concerns. Training was designed to reinforce that complaints handling is a shared responsibility and forms part of every employee's role.

Integration into Induction Processes

Customer service and complaints handling content was incorporated into staff induction programmes to ensure that all new employees received consistent training from the commencement of employment.

Development of a Positive Complaints Culture

The project sought to reframe complaints as opportunities for improvement and learning. Staff were encouraged to view complaints as valuable feedback, supporting service development and quality enhancement rather than as criticism or failure. The concept of complaints as "gifts" and opportunities for improvement became a central theme of the initiative.

Clarification of Service Requests and Complaints

The cohort worked extensively with NIPSO representatives to improve understanding of the distinction between service requests and formal complaints. This enabled staff to respond more effectively to concerns at the earliest opportunity and increased opportunities for front-line resolution.

Evidence of Impact/Outcomes

A significant finding was the perception among many staff that complaints management was primarily a managerial responsibility. Front-line staff often lacked confidence in responding to complaints and did not view themselves as active participants in the resolution process. The project therefore sought to create a culture in which complaints were recognised as an organisational responsibility and a valuable source of learning, rather than simply a negative event or administrative burden.

Increased Staff Confidence and Engagement

The discovery phase identified low levels of confidence amongst staff when handling complaints despite previous mandatory training. Staff expressed a desire for additional education and support. In response to the interventions implemented, organisations reported greater staff engagement with complaints handling and increased confidence in dealing with concerns raised by residents and families.

Increased Training Uptake

Monitoring data demonstrated a sustained increase in participation in complaints handling training during the project period, indicating growing staff engagement and organisational commitment to improving practice.

Contribution to Sector-wide Improvement

An important outcome was the opportunity for care home managers to contribute directly to the development of the Model Complaints Handling Procedure and associated guidance for commissioned services. This partnership ensured that the experiences of care home providers informed the development of guidance that will be implemented across the wider Health and Social Care sector.

Improved Experiences for Residents, Families and Staff

Overall, the project contributed to a more open, transparent and learning-focused culture around complaints. Participants reported that engagement with the new complaints process supported improved experiences for people living in care homes, their families and staff teams by encouraging continuous reflection, responsiveness and service improvement