For over a decade Verita have observed themes and patterns in organisations across a variety of sectors that form the basis of our investigations. Not only does this knowledge help us carry out thorough and reliable investigations, it allows us to help organisations uncover issues before they become problems.
We pay particular attention to issues we encounter regularly, researching and testing best practice solutions to help our clients move toward stronger structures, processes and behaviours. The result of this research and testing is a unique suite of tools that allow organisations to take preventative action before an issue becomes a problem.
We call these tools Verita diagnostics. Here are some of the most common issues that Verita diagnostics can help organisations to identify.
Complaints are more than administrative headaches; they can severely damage the reputation of an organisation if not handled in the right way.
Many organisations fail to deal with complaints in the right way due to poor processes, lack of resources or a misreading of the situation in general. Verita have experience in working with organisations to clear complaint backlogs and improve systems and processes for managing complaints in the future. Our diagnostics tool is built on this knowledge and can measure the performance of an organisation against six key indicators: board recognition, system efficiency and quality, resources, learning, complaints team design and patient experience. It will identify ‘pressure points’ in the system and allow us to work with you in order to remedy them and make your organisation stronger.
Serious incident management
Serious incidents are common in organisations of any size.
It would be unrealistic to suggest that they could ever be eradicated, but our experience shows the efficiency and effectiveness of serious incident investigations vary between organisations and even different departments within the same organisation. Verita’s serious incident management assessment provides organisations with the information they need to find out whether all incidents are properly investigated, to help prevent backlogs and see whether lessons are being learnt, shared and acted upon.
It benchmarks performance against best practice in seven critical areas: board recognition, system efficiency and quality, staff engagement, resources and infrastructure, the investigation, learning from serious incidents, and involving patients and their families. The findings of the diagnostic tool can then help us to work with you in order rectify any pain points.
Lessons learned diagnostic
The lessons learned diagnostic is designed to be used either in conjunction with the complaints and serious incident tools described above, or can be deployed as a stand-alone, general tool. This particular tool makes an assessment as to whether the organisation genuinely learns from complaints and serious incidents, whether this learning is shared (either within or outside the organisation) and to what extent it is really acted upon. This can help an organisation determine the effectiveness of any improvements that have been made to internal processes, and whether or not further work is needed.
Organisational Resilience Assessment
While the tools described above look at specific operation, our flagship tool, the Organisational Resilience Assessment (ORA), takes a more holistic view of an entire service or department, looking at a range of indicators across different levels of the organisation. It provides real insights that can be actioned to improve operations and performance across an entire trust. This tool is the distillation of everything we have learned in nearly 15 years of investigations, coupled with peer-reviewed, academic research from a world-class university. We believe that it is a breakthrough development for research into organisational performance.
Duty of Candour
While the obligations placed on health organisations under the duty of candour are now ‘live’, experience shows that the reality in many organisations is, at best, a patchy understanding and very uneven application of the process. Our diagnostic tool can promptly identify the level of understanding in a service, department or organisation and our subsequent specialist training can address any specific weakness identified in a targeted, efficient fashion.
While we could never claim that running a diagnostic will definitely prevent failure, we can confidently say that the tools will identify weaknesses and we can design a series of interventions that will address these weaknesses. If these are effectively implemented the organisation will have taken positive steps to minimise the probability of future failure.
For more information on our diagnostic tools and how they can help your organisation identify weaknesses and take steps to resolve them, please get in touch with Peter Killwick on 020 7494 5670 or [email protected].