“One Click” Patient Experience Feedback Function (CCG Staff)

“One Click” principles of use
The below points outline the code of practice for using the “One Click” system. They are:

· “One Click” has been provided to identify patterns and trends that may necessitate management intervention. The responsibility for the resolution of any identified issue rests with the relevant health professional.

· The EMIS number may now be used as a patient of reference.  This will allow the trust to contact you directly should they require further information. Please note: any use of the patient NHS number or any other patient identifiable information will breach information governance legislation and will be reportable to the Information Commissioner and is therefore forbidden.

· This system must not be used for the report of significant events/ serious incidents, patient safety incidents or complaints as there are separate and established processes for dealing with these issues.  The “One Click” remains a soft intelligence information gathering tool only with the aim of collecting emerging themes for resolution at scale and must not be used as a mechanism to resolve individual issues.