The Moore Adamson Craig Partnership

• Offering advice and support on Policy Governance® - NEW!
• Guidelines for Complaint Handling NHS Wales
• Guidelines for Complaint Handling - Healthcare Commission
• Open Learning for Complaint Handlers and Lay Observers NHS Wales
• Evaluation of ICAS Pilot Programme
• Appraisal System for Lay Observers
• Assessing Impact of PPI Programmes e.g. on Capacity Building

M-A-C Competencies Deployed: Benchmarking, Action Research Studies, Complaint Handling expertise, Training/ learning Content Development and Delivery skills, Turning Policy into Action

• Evaluation of Pilot ICAS Sites
• Homerton Hospital Complainant Experience Survey
• The NHS In Wales - Complaint Guidelines
• The NHS In Wales - Training for Complaint Handlers
• The NHS In Wales - Open Learning Programme for Lay Members in NHS Complaint Handling
• The NHS in Wales - CD-Rom Training for Primary Care Staff in Complaint Handling
• The Healthcare Commission - Initial Guidelines for Complaint Handling
• Framework for Evaluating Complaint Handling Services

M-A-C Competencies Deployed: Benchmarking and Research Studies, training/ learning skills and Complaint Handling

• Induction Training for Newly Elected Governors
• Research into Governors' Attitudes over Time
• Defining Governors' Beliefs And Aims: Identification, Application and Tracking Change from Election to Experience

M-A-C Competencies Deployed: Public consultation skills, communication,facilitation, learning planning, research-based evaluation, personal development coaching and mentoring skills

• Workshop for Primary Care Clinicians on Managing Patient Expectations and Experience
• Continuing Care Consultation: City and Hackney PCT
• PPI Conference In Wandsworth - Future Options
• A Framework for Evaluating Patient Participation Groups in Primary Care Practices
• Working with Patient Liaison Groups in GP Practices

M-A-C Competencies Deployed: Consultation experience, NHS management experience, editorial/ writing skills, facilitation, organisation of public events, recording proceedings

• Review of Internal Corporate Complaint Handling

M-A-C Competencies Deployed: Desktop research, networking, project management