The Quality Standards scores are mapped and compared with the Service Charter commitment scores, which include feedback from complainants and organisations we investigate.
| Quality Standards | Quarter 2 (July to September 2021) | ||
|---|---|---|---|
| Complainant feedback (CF) | Organisations we Investigate feedback (OWI) | Quality Standards score (QS) | |
| 1. We take equal consideration of the complainant's and OWI accounts statements and evidence | 64% | 79% | 90% |
| 2. We evaluate all evidence to make an impartial decision | 64% | 79% | 90% |
| 3. We apply an appropriate standard when deciding if something went wrong | 54% | 80% | 85% |
| 4. We explain how the clinical advice we have sought has been applied to the complaint | 66% | 80% | 72% |
|
5. We provide clear rationales for our decisions |
46% | 81% | 71% |
|
6. Our reports and decision letters contain an appropriate level of empathy |
87% | 89% | 70% |
What the results tell us
- There is strong correlation between the Quality Standard and Organisations We Investigate scores for Quality Standard 3 (We apply an appropriate standard when deciding if something went wrong), 4 (We explain how the clinical advice we have sought has been applied to the complaint) and 5 (We provide clear rationales for our decision).
- There is strong correlation between the Quality Standard and Complainant Feedback scores for Quality Standard 4 (We explain how the clinical advice we have sought has been applied to the complaint). This mirrors the correlation with the Organisations We Investigate score, validating the quality assurance analysis on this measure in particular.
- The previous correlation between the Quality Standard and Complainant Feedback scores for Quality Standard 5 (We provide clear rationales for our decisions’) has reduced. While the Complainant Feedback score remains consistent with Q1, the Quality Standards score has increased significantly. We expect this to translate to Complainant Feedback score improvements in coming quarters. The Organisations We Investigate score remains consistently high at 81%.
- Quality Standard 6 (Our reports and decision letters contain an appropriate level of empathy) continues to show limited correlation between the Quality Standard and Complainant Feedback scores, as shown in Q1. This is because the quality measure is based solely on the written decision, whereas the Organisations We Investigate and Service Charter scores are based on how we have interacted with people at all stages of the process. This score shows that users are satisfied with our empathy throughout the process, whereas internally we find that this is not always demonstrated in our decision statements and reports.