The aim of Ask Listen Do is to make sure that organisations across health, social care and education work towards these goals:
- The organisation asks people about their experiences and makes it easy for people to do this.
- The organisation makes sure that the person, their family or advocate know how to give feedback, raise a concern and make a complaint.
- People feel able to speak up when they have feedback, a concern or complaint.
- Everyone knows when a concern or complaint is a safeguarding or a criminal issue, and what must happen.
- The organisation really listens to what has been said and is not defensive.
- The organisation and staff have the skills to listen and understand what it feels like for the person.
- The organisation does something positive about it in good time and tells the person what they are doing to put it right.
- The organisation learns from the feedback, concern or complaint and changes things so the service can improve.
- The organisation improves its services by working with the people that use them, listening to and learning from people’s experiences.
How can you get involved?
Organisations are asked to support the principles of Ask Listen Do in the following ways:
- to improve staff awareness of the additional difficulties people can face in giving feedback, raising concerns and making complaints and to implement training to address this through, for examples, the use of specific reasonable adjustments
- to involve people and families locally and nationally in considering how your own can improve
- and to make this clear in complaints literature and on websites, if possible referencing the Ask Listen Do project
Ask Listen Do pilot projects
The following organisations have agreed to pilot the principles of Ask Listen Do in the following ways:
NHS England Customer Contact Centre
The Customer Contact Centre is actively involved in shaping the Ask Listen Do project and have applied the principles to its own work. Staff have advised on and taken part in two new films that are in production. One is for complaints handlers across education, health and social care and the other is for people with a learning disability, autistic people, families and carers.
Barts Health NHS Trust
This project is about working with families of children and young people with a learning disability and autistic people to address their top three priority areas for improving access to and experiences of health services in local acute hospitals.
Whole School SEND
The Whole School SEND project is about enabling conversations between families and schools, with sampled questions for families to use to support this, to improve learning and life outcomes for children and young people with a learning disability and autistic people and wider SEND.
St Andrews Healthcare
This project is seeking to get feedback from people living within their Mansfield site on psychotropic medication use. This feedback will then be used to design an Ask Listen Do project which they will measure the success of later in the year.
Ask Listen Do partners
The Ask Listen Do project is supported by:
- Association of Directors of Adult Social Services
- Care Quality Commission
- Department for Education
- Department for Health and Social Care
- Inclusion East
- Local Government Association
- Local Government and Social Care Ombudsman
- NHS England Customer Contact Centre
- NHS England Improving Health and Quality Team
- NHS England Public and Participation Group
- NHS England Specialised Commissioning North
- NHS Improvement
- Parliamentary and Health Service Ombudsman
Ask, Listen, Do complements the cross-system Quality Matters initiative aimed at improving the quality of adult social care, in particular through its work to improve feedback, concerns and compliments processes.
We are also producing a range of resources for people with a learning disability, autistic people, families and carers which organisations are welcome to use.