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 4 (January to March 2022) | ||
|---|---|---|---|
| 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 | 66% | 87% | 95% |
| 2. We evaluate all evidence to make an impartial decision | 74% | 87% | 94% |
| 3. We apply an appropriate standard when deciding if something went wrong | 50% | 90% | 88% |
| 4. We explain how the clinical advice we have sought has been applied to the complaint | 50% | 80% | 85% |
|
5. We provide clear rationales for our decisions |
46% |
83% | 67% |
|
6. Our reports and decision letters contain an appropriate level of empathy |
80% | 94% |
78%
|
What the results tell us
- There has been improved correlation between the Quality Standards, Complainant Feedback and Organisations we investigate on quality standard 2 (We evaluate all evidence to make an impartial decision) this is the closest alignment of scores for the whole of the year 2021-2022
- 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) and 2 (We evaluate all available evidence to make an impartial decision).
- There is improved correlation between the Quality Standard and Complainant Feedback scores for Quality Standard 6 (Our reports and decision contain an appropriate level empathy). This is an improvement on all previous quarters, as we have seen stronger empathy scores in the Quality Standard this quarter.
- Levels of correlation across the remaining measures have remained stable for the four quarters of 2021-2022.