Case Study: Care Inspectorate improves complaints handling with PA Consulting

Introducing agile working to improve the complaints-handling process

Care Inspectorate, Scotland’s care quality scrutiny body, needed to replace an ageing IT system as complaints volumes rose by 50 per cent over three years. PA Consulting was brought in to help improve the complaints-handling process and support staff managing logging, triage, investigation and reporting.

PA Consulting worked with Care Inspectorate and NHS Education for Scotland to build a new agile, user-centred complaints application on Microsoft Azure. The solution reduced complaint logging time by over 75 per cent, is expected to save staff more than 400 working days a year, and helped set a new target of handling 80 per cent of complaints within 40 days.

Care Inspectorate

Stuart MacKenzie

Regulatory development and Quality Manager