NHS Resolution :@0.116836:0.056159:0.216805:0.056159:0.216805:0.047246:0.116836:0.047246:0.009562:0.009320:0.006889:0.004862:0.008555:0.007265:0.005573:0.007977:0.003814:0.007762:0.005224:0.003586:0.007977:0.007897:0.003707
Annual report and accounts 2021/22:@0.288063:0.056159:0.513492:0.056159:0.513492:0.047246:0.288063:0.047246:0.009226:0.008138:0.008058:0.008138:0.007212:0.003519:0.005627:0.004956:0.007306:0.008219:0.008232:0.004862:0.004553:0.005009:0.006836:0.007601:0.007722:0.005211:0.006836:0.006419:0.006204:0.008152:0.007803:0.007601:0.004741:0.005694:0.004539:0.006876:0.006970:0.006876:0.006970:0.005036:0.007051:0.007239
81:@0.937552:0.056159:0.951654:0.056159:0.951654:0.047246:0.937552:0.047246:0.006379:0.007722
Data Protection requests:@0.096273:0.102566:0.307202:0.102566:0.307202:0.091424:0.096273:0.091424:0.013094:0.009569:0.006883:0.009569:0.006799:0.010912:0.007051:0.010828:0.006883:0.009569:0.008477:0.006883:0.004952:0.010828:0.010660:0.006883:0.007134:0.009736:0.011163:0.010912:0.009736:0.007974:0.007051:0.007386
NHS Resolution  receives two types of requests under :@0.095854:0.124356:0.474179:0.124356:0.474179:0.113771:0.095854:0.113771:0.011084:0.010494:0.007894:0.006459:0.009313:0.008149:0.006554:0.008979:0.003859:0.008564:0.005406:0.003572:0.008979:0.008723:0.004370:0.002424:0.005374:0.008054:0.007129:0.008149:0.003859:0.007224:0.008054:0.006554:0.005295:0.005406:0.012216:0.009744:0.005295:0.005199:0.007719:0.008979:0.008054:0.006762:0.005582:0.009345:0.004752:0.006044:0.005550:0.007958:0.009154:0.008819:0.008054:0.006762:0.005071:0.006762:0.005917:0.009026:0.008596:0.009154:0.008149:0.005374:0.004370
the DPA. The first type. Subject Access Requests :@0.095098:0.139797:0.440619:0.139797:0.440619:0.129212:0.095098:0.129212:0.005406:0.009026:0.008149:0.006379:0.010318:0.008388:0.009569:0.003190:0.006459:0.008357:0.008771:0.008341:0.005502:0.004992:0.003859:0.005550:0.006762:0.005406:0.004912:0.005406:0.007719:0.009377:0.008341:0.003461:0.006315:0.008468:0.008819:0.009377:0.003859:0.008341:0.007368:0.005406:0.004370:0.010541:0.007368:0.007368:0.008516:0.006762:0.007001:0.006459:0.009154:0.007974:0.009058:0.008644:0.008054:0.006459:0.005406:0.006427:0.004370
(SARs),  give individuals the right to request any :@0.095518:0.155179:0.434501:0.155179:0.434501:0.144594:0.095518:0.144594:0.004816:0.008468:0.010047:0.009537:0.006586:0.004816:0.003237:0.004370:0.002520:0.008819:0.003604:0.007129:0.007798:0.006459:0.003859:0.008723:0.009154:0.003859:0.007384:0.003859:0.009154:0.009026:0.007846:0.003859:0.006554:0.005295:0.005406:0.009026:0.008149:0.006044:0.005550:0.003684:0.009393:0.008660:0.005406:0.004752:0.005406:0.009122:0.006044:0.005550:0.008054:0.009154:0.008819:0.008149:0.006762:0.005071:0.005295:0.007894:0.008723:0.007719:0.004370
information held about themselves.  During this :@0.095854:0.170856:0.435458:0.170856:0.435458:0.160272:0.095854:0.160272:0.003859:0.009026:0.004992:0.009154:0.005550:0.013731:0.008117:0.005406:0.003859:0.009170:0.009026:0.006746:0.008484:0.007719:0.003604:0.008819:0.006459:0.008117:0.009377:0.009345:0.009026:0.005406:0.005055:0.005406:0.009026:0.008149:0.013731:0.006762:0.008133:0.003859:0.007639:0.008149:0.006762:0.003461:0.004370:0.003205:0.010828:0.008723:0.005374:0.003859:0.008484:0.009058:0.006044:0.005199:0.008723:0.003859:0.006379:0.004370
period  154 SARs were received, which  is an  increase :@0.095854:0.186238:0.471739:0.186238:0.471739:0.175654:0.095854:0.175654:0.009058:0.007974:0.005295:0.003859:0.008819:0.008979:0.004370:0.003269:0.008596:0.008596:0.008596:0.005183:0.008468:0.009999:0.009537:0.006762:0.004768:0.011753:0.008644:0.005550:0.008723:0.006379:0.005374:0.008149:0.007368:0.008069:0.003859:0.007384:0.008149:0.009154:0.003461:0.005518:0.011833:0.009313:0.003859:0.007639:0.009313:0.004370:0.002424:0.003190:0.005709:0.005630:0.007639:0.008484:0.004370:0.002520:0.003859:0.008644:0.007049:0.005374:0.008149:0.007798:0.006762:0.007926:0.004370
of 38 (33%) on last year.  Of these  140 (91 %) were :@0.095518:0.201620:0.463238:0.201620:0.463238:0.191036:0.095518:0.191036:0.009345:0.004752:0.005630:0.008596:0.008596:0.006140:0.005295:0.009489:0.009313:0.014273:0.005199:0.006044:0.008564:0.008309:0.006459:0.003859:0.007814:0.006459:0.005199:0.004370:0.007384:0.007894:0.007719:0.005295:0.003269:0.004370:0.002855:0.012025:0.004992:0.004720:0.005406:0.009026:0.008149:0.006762:0.008341:0.004370:0.003110:0.008229:0.008388:0.008309:0.006044:0.004114:0.007463:0.007384:0.005199:0.014177:0.005199:0.004784:0.011753:0.008644:0.005550:0.008723:0.004370
responded to within the statutory deadline of one :@0.095854:0.217002:0.455233:0.217002:0.455233:0.206418:0.095854:0.206418:0.005295:0.008054:0.006762:0.009010:0.009058:0.008819:0.009058:0.008149:0.009154:0.006044:0.005406:0.009122:0.004370:0.011913:0.003859:0.005709:0.009234:0.003859:0.009409:0.006044:0.005406:0.009026:0.008149:0.005630:0.006762:0.005582:0.008117:0.005406:0.009026:0.005406:0.009345:0.005550:0.007719:0.005167:0.009393:0.008149:0.008117:0.009393:0.003636:0.003859:0.008819:0.008341:0.005598:0.009345:0.004992:0.005390:0.008819:0.008644:0.007894:0.004370
calendar month. Where these were not responded to :@0.095518:0.232443:0.479313:0.232443:0.479313:0.221859:0.095518:0.221859:0.007368:0.008117:0.004067:0.008341:0.009026:0.009393:0.008117:0.005550:0.005645:0.013731:0.009345:0.008819:0.005406:0.008771:0.003461:0.006443:0.015102:0.009234:0.008341:0.005550:0.008516:0.005199:0.005406:0.009026:0.008149:0.006762:0.008341:0.005039:0.011753:0.008644:0.005550:0.008723:0.006459:0.008723:0.008979:0.005199:0.005709:0.005295:0.007974:0.006762:0.009010:0.009058:0.008819:0.009058:0.008149:0.009154:0.006044:0.005119:0.008979:0.004370
within the specified time period, we have advised the :@0.094679:0.247825:0.479750:0.247825:0.479750:0.237241:0.094679:0.237241:0.011833:0.003859:0.005709:0.009234:0.003859:0.009409:0.006044:0.005406:0.009026:0.008149:0.005630:0.006762:0.008931:0.008341:0.007017:0.003859:0.004992:0.003652:0.008149:0.009154:0.006044:0.005406:0.003859:0.013731:0.008054:0.006044:0.009377:0.007990:0.005550:0.003684:0.009154:0.009393:0.003190:0.005630:0.012168:0.008723:0.006459:0.008723:0.007719:0.007384:0.007974:0.006044:0.007894:0.009058:0.007384:0.003859:0.006299:0.008054:0.009058:0.005630:0.005406:0.008691:0.008054:0.004370
requestor of the reasons for delay, such as complexity :@0.095854:0.263504:0.481068:0.263504:0.481068:0.252920:0.095854:0.252920:0.005374:0.008341:0.009202:0.009026:0.008341:0.006554:0.005406:0.009345:0.005311:0.005295:0.009345:0.004752:0.005199:0.005406:0.009026:0.008149:0.006044:0.005295:0.008054:0.007894:0.006762:0.008931:0.008819:0.006762:0.005071:0.004992:0.009537:0.005550:0.005693:0.008819:0.007894:0.003859:0.007559:0.007304:0.003269:0.006459:0.006554:0.008644:0.007129:0.008723:0.006044:0.007719:0.006379:0.005630:0.007368:0.009090:0.013731:0.009106:0.003859:0.008341:0.007113:0.003859:0.005199:0.007719:0.004370
or volume of information  in scope of the request.:@0.095518:0.278885:0.446142:0.278885:0.446142:0.268300:0.095518:0.268300:0.008819:0.005295:0.004784:0.007639:0.009345:0.003859:0.009026:0.013731:0.008341:0.005725:0.009345:0.004752:0.006044:0.003859:0.009026:0.004992:0.009154:0.005550:0.013731:0.008117:0.005406:0.003859:0.009074:0.009026:0.004370:0.002472:0.003269:0.007559:0.006459:0.006554:0.007049:0.009154:0.009058:0.008054:0.005630:0.009345:0.004752:0.005295:0.005406:0.009026:0.008149:0.006044:0.005374:0.008054:0.009058:0.008723:0.008054:0.006554:0.005199:0.003461
The second type of requests are third party requests for :@0.095098:0.301099:0.494092:0.301099:0.494092:0.290514:0.095098:0.290514:0.008357:0.008771:0.008341:0.005933:0.006554:0.008054:0.007129:0.009058:0.008819:0.009154:0.005630:0.005406:0.007432:0.009377:0.007990:0.005630:0.009345:0.004752:0.006044:0.005550:0.008054:0.009154:0.008819:0.008054:0.006762:0.005071:0.006762:0.005486:0.007719:0.005295:0.007894:0.005295:0.005119:0.008819:0.003859:0.005295:0.009154:0.006459:0.009154:0.007894:0.005550:0.005406:0.007432:0.005630:0.005550:0.007958:0.009154:0.008819:0.008054:0.006762:0.005071:0.006762:0.005151:0.004992:0.009345:0.005550:0.004370
information for personal data relating to activities for the :@0.095854:0.316540:0.505580:0.316540:0.505580:0.305956:0.095854:0.305956:0.003859:0.009026:0.004992:0.009154:0.005550:0.013731:0.008117:0.005406:0.003859:0.009170:0.009026:0.005996:0.004992:0.009537:0.005550:0.006124:0.009058:0.008054:0.005374:0.006554:0.008979:0.008819:0.007798:0.003859:0.006379:0.009393:0.007735:0.005199:0.007894:0.006379:0.005374:0.007974:0.003859:0.007719:0.005199:0.003859:0.008564:0.009058:0.006044:0.005406:0.009122:0.005630:0.008117:0.007081:0.005406:0.003859:0.007352:0.003859:0.005199:0.003859:0.008149:0.006762:0.005247:0.004992:0.009537:0.005550:0.004864:0.005406:0.008691:0.008054:0.004370
prevention and detection of crime.  Such  requests can :@0.095854:0.331981:0.478597:0.331981:0.478597:0.321397:0.095854:0.321397:0.009377:0.005231:0.008149:0.007463:0.008149:0.008819:0.005406:0.003652:0.009154:0.008819:0.006379:0.007798:0.008644:0.008979:0.006459:0.009393:0.007974:0.005406:0.008101:0.007368:0.005135:0.003859:0.009074:0.009026:0.006331:0.009345:0.004752:0.005630:0.007368:0.005550:0.003620:0.013428:0.008341:0.003237:0.004370:0.002424:0.008149:0.008644:0.007129:0.008723:0.004370:0.002520:0.005550:0.007958:0.009154:0.008819:0.008054:0.006762:0.005071:0.006762:0.005486:0.006969:0.007559:0.008484:0.004370
come from the police,  regulators and,  in  respect of our :@0.095518:0.347304:0.490604:0.347304:0.490604:0.336719:0.095518:0.336719:0.007368:0.009090:0.013731:0.008085:0.005199:0.004992:0.005550:0.009010:0.013508:0.005630:0.005406:0.009026:0.008341:0.006188:0.009058:0.009058:0.003859:0.003859:0.007049:0.008054:0.003461:0.004370:0.002408:0.005550:0.008133:0.009393:0.009026:0.003652:0.008117:0.005231:0.009345:0.005342:0.006762:0.005151:0.008117:0.009026:0.009632:0.003461:0.004370:0.002488:0.003269:0.007639:0.004370:0.002424:0.005374:0.008054:0.006762:0.009010:0.008054:0.007129:0.005199:0.005630:0.009345:0.004752:0.005199:0.009058:0.009026:0.005327:0.004370
claim function, other insurance bodies who are members :@0.095518:0.362626:0.506089:0.362626:0.506089:0.352042:0.095518:0.352042:0.007129:0.003859:0.007719:0.003859:0.013268:0.005630:0.005199:0.009313:0.009313:0.007368:0.005725:0.003859:0.009648:0.009313:0.003461:0.006443:0.009345:0.005406:0.008835:0.008341:0.005550:0.005661:0.003859:0.009026:0.006762:0.009026:0.005327:0.008117:0.008835:0.007368:0.008165:0.006459:0.008979:0.008899:0.008979:0.003859:0.007814:0.006554:0.004864:0.012248:0.009648:0.009903:0.005295:0.007719:0.005295:0.007894:0.006459:0.013428:0.008149:0.013428:0.009154:0.008341:0.005342:0.006762:0.004370
of the Claims and  Underwriting  Exchange (CUE).:@0.095518:0.377949:0.440848:0.377949:0.440848:0.367364:0.095518:0.367364:0.009345:0.004752:0.005199:0.005406:0.009026:0.008149:0.005630:0.009872:0.003859:0.008117:0.004083:0.013938:0.006762:0.005741:0.007798:0.008564:0.008979:0.004370:0.002520:0.010956:0.009026:0.009393:0.008341:0.005550:0.011530:0.005550:0.003859:0.005406:0.003859:0.009026:0.009393:0.004370:0.002871:0.008069:0.007320:0.007192:0.009026:0.007926:0.009026:0.009393:0.008101:0.006044:0.004816:0.009872:0.010956:0.008069:0.004816:0.003461
Complaints and feedback:@0.095854:0.400760:0.313396:0.400760:0.313396:0.389619:0.095854:0.389619:0.011247:0.011079:0.016619:0.011247:0.005204:0.009820:0.005204:0.010995:0.006967:0.007974:0.006043:0.009485:0.010576:0.010912:0.006463:0.007134:0.009904:0.009904:0.011331:0.011331:0.009904:0.008813:0.009384
From  1 April 2021  to 31  March 2022 we received 35 :@0.095854:0.422550:0.475710:0.422550:0.475710:0.411966:0.095854:0.411966:0.007384:0.005199:0.008723:0.012934:0.004370:0.003349:0.008596:0.003062:0.010286:0.009186:0.005550:0.003859:0.003859:0.006283:0.008309:0.008309:0.008229:0.008229:0.004370:0.004114:0.005406:0.009122:0.005630:0.007224:0.007304:0.004370:0.005279:0.013763:0.007719:0.005374:0.007129:0.008723:0.006379:0.008899:0.009058:0.008979:0.008979:0.005199:0.012343:0.008979:0.006044:0.005374:0.007974:0.007049:0.008054:0.003859:0.007129:0.007974:0.008979:0.006459:0.008229:0.008309:0.004370
 :@0.141416:0.422550:0.145786:0.422550:0.145786:0.411966:0.141416:0.411966:0.004370
complaints, which were reviewed through the processes :@0.095518:0.437932:0.499487:0.437932:0.499487:0.427348:0.095518:0.427348:0.007368:0.009170:0.013731:0.009377:0.003859:0.008117:0.003859:0.009026:0.005406:0.006762:0.003461:0.006060:0.011753:0.009313:0.003859:0.007639:0.009313:0.005630:0.011753:0.008644:0.005550:0.008723:0.006044:0.005374:0.008341:0.007432:0.003859:0.008341:0.011211:0.008341:0.009122:0.006044:0.005406:0.009026:0.005550:0.009138:0.009026:0.009393:0.009026:0.005454:0.005406:0.009026:0.008149:0.006459:0.009058:0.005295:0.008979:0.007129:0.007974:0.006554:0.006459:0.008054:0.006554:0.004370
laid down  in our formal complaints policy, of which 31 :@0.095854:0.453373:0.485773:0.453373:0.485773:0.442789:0.095854:0.442789:0.003524:0.007559:0.003604:0.008723:0.006044:0.009393:0.009345:0.011530:0.009026:0.004370:0.002663:0.003269:0.007559:0.006459:0.009058:0.009026:0.005327:0.005199:0.004992:0.009345:0.005550:0.013428:0.008117:0.003859:0.006236:0.007368:0.009170:0.013731:0.009186:0.003859:0.008117:0.003859:0.009026:0.005406:0.006762:0.006108:0.008723:0.008723:0.003604:0.003604:0.006889:0.007224:0.003190:0.006379:0.009345:0.004752:0.004370:0.011913:0.009393:0.004035:0.007639:0.009393:0.006044:0.007224:0.007304:0.004370
were concluded and four remain active as these were :@0.094679:0.468755:0.479734:0.468755:0.479734:0.458171:0.094679:0.458171:0.011913:0.008723:0.005789:0.008644:0.005630:0.007368:0.009090:0.009026:0.007176:0.003859:0.009026:0.009106:0.008341:0.009122:0.006459:0.007798:0.008564:0.008979:0.005630:0.004992:0.009696:0.009026:0.005741:0.006044:0.005374:0.008054:0.013348:0.007894:0.003859:0.008564:0.006044:0.008117:0.007081:0.005406:0.003859:0.007352:0.008149:0.006044:0.007719:0.006379:0.004784:0.005406:0.009026:0.008341:0.006762:0.008341:0.004848:0.011753:0.008341:0.005757:0.008341:0.004370
received  before the end of the reporting  period. This :@0.095854:0.484433:0.473685:0.484433:0.473685:0.473848:0.095854:0.473848:0.005374:0.007974:0.007049:0.008054:0.003859:0.007129:0.007974:0.008979:0.004370:0.002520:0.009377:0.007990:0.004992:0.008947:0.005374:0.008054:0.005199:0.005406:0.009026:0.008149:0.006044:0.007894:0.008564:0.008899:0.006459:0.009345:0.004752:0.004864:0.005406:0.009026:0.008149:0.006379:0.005374:0.008054:0.009058:0.008979:0.005374:0.005406:0.003652:0.008723:0.009058:0.004370:0.002424:0.009058:0.008054:0.005374:0.003859:0.008819:0.009058:0.003461:0.006698:0.008149:0.008644:0.003859:0.006379:0.004370
compares to 26 complaints logged  in 2020/21. These :@0.095518:0.499815:0.479808:0.499815:0.479808:0.489230:0.095518:0.489230:0.007368:0.009345:0.013731:0.009090:0.008117:0.005550:0.008149:0.006762:0.004736:0.005406:0.009122:0.005630:0.008596:0.008771:0.006044:0.007368:0.009170:0.013731:0.009186:0.003859:0.008117:0.003859:0.009026:0.005406:0.006762:0.006108:0.003859:0.008644:0.008899:0.008899:0.007894:0.008899:0.004370:0.002520:0.003269:0.007639:0.006379:0.008899:0.008979:0.008899:0.008899:0.006220:0.008979:0.008899:0.003461:0.006523:0.008149:0.008819:0.008149:0.006762:0.008006:0.004370
numbers remain small  relative to the volume of activity :@0.095854:0.515195:0.489999:0.515195:0.489999:0.504611:0.095854:0.504611:0.009026:0.009026:0.013508:0.009377:0.008165:0.005550:0.006762:0.005901:0.005295:0.008054:0.013348:0.007894:0.003859:0.008723:0.006044:0.006459:0.013013:0.007719:0.003859:0.003524:0.004370:0.002520:0.005295:0.008054:0.003859:0.007814:0.005199:0.003859:0.007384:0.008054:0.005295:0.005406:0.009122:0.005199:0.005406:0.009026:0.008149:0.004784:0.007639:0.009345:0.003859:0.009026:0.013731:0.008341:0.006140:0.009345:0.004752:0.005199:0.008117:0.006985:0.005406:0.003859:0.007352:0.003859:0.005199:0.007719:0.004370
across the organisation and there is no single explanation :@0.095518:0.530577:0.507573:0.530577:0.507573:0.519993:0.095518:0.519993:0.007798:0.007129:0.005374:0.009154:0.006554:0.006762:0.005151:0.005406:0.009026:0.008149:0.005630:0.009345:0.005550:0.009202:0.008117:0.008835:0.003859:0.006762:0.008117:0.005183:0.003859:0.009345:0.009026:0.006220:0.007798:0.008644:0.008979:0.006044:0.005406:0.009026:0.008149:0.005550:0.008133:0.006044:0.003190:0.005630:0.006044:0.008564:0.008819:0.005630:0.006459:0.003859:0.008644:0.009058:0.003859:0.007974:0.005630:0.008149:0.007320:0.009377:0.003859:0.007894:0.009026:0.007926:0.005406:0.003859:0.009345:0.008835:0.004370
for an increase of complaints since last year. We are, :@0.095098:0.546019:0.470856:0.546019:0.470856:0.535434:0.095098:0.535434:0.004992:0.009537:0.005550:0.005693:0.007639:0.008484:0.006459:0.003859:0.008723:0.007129:0.005374:0.008341:0.007782:0.006762:0.008006:0.006044:0.009345:0.004752:0.005199:0.007368:0.009170:0.013731:0.009186:0.003859:0.008117:0.003859:0.009026:0.005406:0.006762:0.005773:0.006554:0.003859:0.008644:0.007129:0.008054:0.006379:0.003859:0.007639:0.006379:0.005119:0.004370:0.007384:0.007894:0.007719:0.005199:0.003269:0.006459:0.014895:0.008341:0.006140:0.007719:0.005295:0.007894:0.003269:0.004370
however, always keen to learn from complaints.:@0.095854:0.561400:0.434820:0.561400:0.434820:0.550816:0.095854:0.550816:0.009026:0.009106:0.011339:0.008341:0.007639:0.008117:0.005550:0.003461:0.006347:0.008117:0.004051:0.011530:0.008357:0.007719:0.006969:0.006044:0.007559:0.008054:0.007974:0.008644:0.006044:0.005406:0.009122:0.006044:0.003859:0.007814:0.007798:0.005295:0.008644:0.006044:0.004992:0.005550:0.009010:0.013508:0.006459:0.007368:0.009170:0.013731:0.009106:0.003859:0.008117:0.003636:0.009026:0.005406:0.006554:0.003461
There have been four complaints referred to our :@0.095098:0.583614:0.443123:0.583614:0.443123:0.573030:0.095098:0.573030:0.008357:0.008771:0.008341:0.005342:0.008341:0.006347:0.008723:0.007719:0.007384:0.007974:0.006459:0.008899:0.007798:0.007798:0.008564:0.006044:0.004992:0.009616:0.009026:0.005741:0.005630:0.007368:0.009170:0.013731:0.009186:0.003859:0.008117:0.003859:0.009026:0.005406:0.006762:0.005773:0.005374:0.008054:0.004992:0.007942:0.005374:0.005374:0.008149:0.009154:0.006044:0.005406:0.009026:0.005295:0.009154:0.008819:0.005374:0.004370
Chair during this reporting period.  None of these :@0.095518:0.598996:0.448694:0.598996:0.448694:0.588412:0.095518:0.588412:0.010159:0.009234:0.008388:0.003859:0.005789:0.005630:0.009154:0.008723:0.005374:0.003859:0.008564:0.009058:0.006044:0.005406:0.008771:0.003859:0.006554:0.006044:0.005550:0.007958:0.009154:0.009058:0.005374:0.005406:0.003652:0.008723:0.009154:0.006459:0.009154:0.008054:0.005374:0.003859:0.008979:0.009154:0.003461:0.004370:0.002743:0.011339:0.008819:0.008644:0.007894:0.006044:0.009345:0.004752:0.004864:0.005199:0.009026:0.008006:0.006762:0.008006:0.004370
were upheld. There have been  no complaints to the :@0.094679:0.614674:0.468124:0.614674:0.468124:0.604090:0.094679:0.604090:0.011913:0.008723:0.005789:0.008644:0.006044:0.009026:0.009106:0.009026:0.008006:0.003859:0.009154:0.003461:0.006363:0.008357:0.008771:0.008341:0.005342:0.008341:0.005933:0.008819:0.007894:0.007463:0.008054:0.006044:0.008899:0.007974:0.007974:0.008644:0.004370:0.002424:0.008564:0.008819:0.005630:0.007368:0.009170:0.013731:0.009186:0.003859:0.008117:0.003859:0.009026:0.005406:0.006762:0.004944:0.005406:0.009026:0.005295:0.005406:0.008691:0.008054:0.004370
Parliamentary and  Health Service Ombudsman.:@0.096273:0.630115:0.428654:0.630115:0.428654:0.619531:0.096273:0.619531:0.008931:0.008117:0.005550:0.003859:0.003859:0.008117:0.013444:0.008341:0.009026:0.005215:0.008117:0.005311:0.007719:0.005119:0.007798:0.008644:0.008979:0.004370:0.002855:0.010908:0.007974:0.007798:0.003859:0.005039:0.008723:0.006459:0.008149:0.008054:0.005374:0.007384:0.003859:0.007049:0.008054:0.006044:0.011833:0.013731:0.009377:0.009026:0.009393:0.006762:0.013731:0.008117:0.008851:0.003461
We also have a claims management framework for :@0.094679:0.652328:0.463435:0.652328:0.463435:0.641744:0.094679:0.641744:0.015198:0.008564:0.005630:0.008117:0.003636:0.006554:0.009154:0.005630:0.008819:0.007894:0.007463:0.008054:0.005630:0.006889:0.006459:0.007129:0.003859:0.007814:0.003859:0.013348:0.006762:0.005917:0.013731:0.008117:0.009202:0.008117:0.009393:0.008596:0.013731:0.008516:0.009026:0.005406:0.005295:0.005199:0.005789:0.008388:0.014273:0.008644:0.012009:0.009648:0.005550:0.008293:0.005199:0.004992:0.009345:0.005550:0.004370
recording concerns and queries relating to claims and :@0.095854:0.667710:0.479793:0.667710:0.479793:0.657126:0.095854:0.657126:0.005295:0.007974:0.007129:0.009154:0.005374:0.009058:0.003859:0.008723:0.009154:0.006044:0.007368:0.009345:0.009026:0.007368:0.008341:0.005550:0.009026:0.006762:0.005709:0.007798:0.008564:0.008979:0.006459:0.009393:0.008660:0.008341:0.005342:0.003859:0.008054:0.006762:0.005996:0.005374:0.007974:0.003859:0.007639:0.005199:0.003859:0.008564:0.009058:0.006044:0.005406:0.009122:0.005295:0.007368:0.003859:0.007830:0.003859:0.013428:0.006762:0.005582:0.007639:0.008484:0.008899:0.004370
these are addressed through our claims management :@0.095098:0.683091:0.479436:0.683091:0.479436:0.672506:0.095098:0.672506:0.005406:0.009026:0.008069:0.006762:0.008341:0.005885:0.007798:0.005295:0.007894:0.005630:0.008117:0.008915:0.008979:0.005374:0.008149:0.006459:0.006554:0.008054:0.009058:0.006044:0.005406:0.009026:0.005550:0.009138:0.009026:0.009393:0.009026:0.006299:0.009058:0.009026:0.005327:0.005199:0.007368:0.003859:0.007830:0.003859:0.013508:0.006762:0.005996:0.013731:0.008117:0.009297:0.008117:0.009393:0.008341:0.013731:0.008341:0.009026:0.005406:0.004370
function.  This process provides our service users with :@0.095098:0.698471:0.474763:0.698471:0.474763:0.687887:0.095098:0.687887:0.004992:0.009026:0.009313:0.007368:0.005406:0.004099:0.009345:0.009377:0.003461:0.004370:0.002488:0.008357:0.008676:0.003859:0.006554:0.006044:0.008979:0.005374:0.008979:0.007129:0.007974:0.006554:0.006554:0.005630:0.009058:0.005295:0.009058:0.007384:0.003859:0.009074:0.008054:0.006762:0.005151:0.009345:0.009026:0.005374:0.005199:0.006554:0.008054:0.005374:0.007384:0.003859:0.007049:0.008054:0.006459:0.008723:0.006459:0.008054:0.005295:0.006554:0.004784:0.011530:0.003859:0.005677:0.009026:0.004370
a  route by which their concerns can  be addressed, :@0.095518:0.713913:0.456445:0.713913:0.456445:0.703328:0.095518:0.703328:0.006794:0.004370:0.002520:0.005374:0.008979:0.008723:0.005199:0.007974:0.006044:0.008819:0.007304:0.004370:0.011833:0.009313:0.003859:0.007639:0.009313:0.006044:0.005406:0.009026:0.008341:0.003859:0.005550:0.005247:0.007368:0.009345:0.009026:0.007368:0.008341:0.005550:0.009026:0.006762:0.005709:0.007049:0.007719:0.008644:0.004370:0.002424:0.008564:0.007559:0.006044:0.007894:0.009154:0.009154:0.005550:0.008133:0.006554:0.006762:0.008006:0.009393:0.003190:0.004370
whereas previously the complaints policy was the :@0.094679:0.729293:0.449545:0.729293:0.449545:0.718709:0.094679:0.718709:0.011753:0.009313:0.008564:0.005550:0.008803:0.008309:0.006969:0.006044:0.009154:0.005374:0.008054:0.007463:0.003859:0.008979:0.008819:0.006762:0.003652:0.007719:0.004705:0.005406:0.009026:0.008069:0.005709:0.007368:0.009170:0.013731:0.009186:0.003859:0.008117:0.003859:0.009026:0.005406:0.006762:0.006108:0.009058:0.008979:0.003859:0.003524:0.007049:0.007384:0.004784:0.012168:0.008564:0.007129:0.005199:0.005406:0.008691:0.008054:0.004370
only route and that did  not encompass complaints :@0.095518:0.744971:0.458502:0.744971:0.458502:0.734387:0.095518:0.734387:0.009154:0.009026:0.003652:0.007719:0.005454:0.005374:0.008979:0.008723:0.005199:0.007974:0.006044:0.007798:0.008644:0.008979:0.005630:0.005406:0.009361:0.008309:0.005406:0.005757:0.008484:0.003524:0.008564:0.004370:0.002424:0.008819:0.008979:0.005199:0.005630:0.008341:0.009026:0.007368:0.009090:0.013731:0.009106:0.008117:0.006762:0.006762:0.005470:0.007368:0.009170:0.013731:0.009186:0.003859:0.008117:0.003859:0.009026:0.005183:0.006762:0.004370
about claims decisions because of the legal framework :@0.095518:0.760352:0.489408:0.760352:0.489408:0.749767:0.095518:0.749767:0.008117:0.009377:0.009537:0.009026:0.005406:0.005215:0.007368:0.003859:0.007830:0.003859:0.013508:0.006762:0.005151:0.009393:0.007974:0.007368:0.003859:0.006570:0.003859:0.009074:0.009026:0.006586:0.006044:0.009154:0.008149:0.007368:0.007735:0.008819:0.006762:0.008006:0.006044:0.009345:0.004752:0.004864:0.005406:0.009026:0.008069:0.006459:0.003604:0.007798:0.008819:0.007639:0.003604:0.006044:0.004992:0.005917:0.008309:0.014177:0.008564:0.011913:0.009569:0.005550:0.008293:0.004370
within which claims operate. There is now a dedicated :@0.094679:0.775732:0.486863:0.775732:0.486863:0.765148:0.094679:0.765148:0.011833:0.003859:0.005709:0.009234:0.003859:0.009409:0.005630:0.011833:0.009313:0.003859:0.007639:0.009313:0.006379:0.007368:0.003859:0.007830:0.003859:0.013508:0.006762:0.005151:0.009345:0.009202:0.008341:0.005550:0.008117:0.005406:0.008341:0.003461:0.006363:0.008357:0.008771:0.008341:0.005342:0.008341:0.005933:0.003365:0.005964:0.006044:0.009313:0.009345:0.011897:0.005295:0.006794:0.006044:0.009154:0.008149:0.009393:0.003620:0.007368:0.007830:0.005406:0.008022:0.009393:0.004370
Complaints and  Learning  Manager within the :@0.095518:0.791174:0.424246:0.791174:0.424246:0.780589:0.095518:0.780589:0.009872:0.009521:0.013938:0.009377:0.003859:0.008117:0.003859:0.009282:0.005406:0.006937:0.005630:0.007798:0.008564:0.008979:0.004370:0.002520:0.007224:0.008341:0.007782:0.005550:0.008803:0.003859:0.008819:0.009393:0.004370:0.002775:0.014321:0.008117:0.009026:0.008117:0.009393:0.008341:0.005550:0.004370:0.011913:0.003859:0.005709:0.009234:0.003859:0.009409:0.006044:0.005406:0.008691:0.008054:0.004370
claims function, who has been able to resolve these :@0.095518:0.806615:0.467289:0.806615:0.467289:0.796030:0.095518:0.796030:0.007368:0.003859:0.007830:0.003859:0.013428:0.006762:0.005247:0.004992:0.009361:0.009234:0.007368:0.005645:0.003859:0.009569:0.009234:0.003461:0.005773:0.012088:0.009489:0.009824:0.006044:0.008723:0.007719:0.006554:0.006044:0.008979:0.007894:0.007894:0.008644:0.006459:0.007894:0.008979:0.003859:0.007894:0.005199:0.005406:0.009122:0.006044:0.005374:0.007894:0.006459:0.008899:0.003859:0.007129:0.007894:0.005295:0.005199:0.009026:0.008006:0.006762:0.008006:0.004370
concerns and ensure they are addressed  promptly.:@0.095518:0.821936:0.450592:0.821936:0.450592:0.811352:0.095518:0.811352:0.007368:0.009345:0.009026:0.007368:0.008341:0.005550:0.009026:0.006762:0.005709:0.007798:0.008564:0.008979:0.006459:0.008149:0.008819:0.006762:0.008676:0.005374:0.008149:0.005630:0.005406:0.009026:0.008341:0.007719:0.005342:0.007798:0.005295:0.007894:0.005630:0.008117:0.008915:0.009058:0.005374:0.008149:0.006459:0.006554:0.008054:0.009058:0.004370:0.002424:0.008899:0.005199:0.008819:0.013013:0.008819:0.005119:0.003604:0.007304:0.003461
In  March we implemented a reviewed :@0.095854:0.844156:0.368111:0.844156:0.368111:0.833572:0.095854:0.833572:0.003524:0.007384:0.004370:0.002855:0.013938:0.007798:0.005374:0.007368:0.008660:0.005199:0.012423:0.008979:0.006044:0.003859:0.013428:0.009377:0.003636:0.008341:0.013476:0.008341:0.009026:0.005215:0.008341:0.009202:0.006459:0.006794:0.006459:0.005374:0.008341:0.007432:0.003859:0.008341:0.011211:0.008341:0.009122:0.004370
NHS Resolution:@0.370640:0.844156:0.479399:0.844156:0.479399:0.833572:0.370640:0.833572:0.012254:0.011408:0.007725:0.004455:0.009909:0.008059:0.006289:0.008984:0.003770:0.009319:0.004950:0.003865:0.008809:0.008963
 :@0.479839:0.844156:0.484208:0.844156:0.484208:0.833572:0.479839:0.833572:0.004370
Complaints Policy:@0.097096:0.859597:0.222905:0.859597:0.222905:0.849013:0.097096:0.849013:0.010739:0.008809:0.014694:0.008905:0.003770:0.008905:0.003770:0.009319:0.005029:0.006210:0.004870:0.009574:0.008905:0.003770:0.003770:0.007055:0.007719
 and  in doing so took into account NHS :@0.223164:0.859597:0.507096:0.859597:0.507096:0.849013:0.223164:0.849013:0.002855:0.007798:0.008564:0.008979:0.004370:0.002520:0.003269:0.007559:0.006459:0.009058:0.008979:0.003859:0.008564:0.009058:0.006379:0.006299:0.008644:0.005199:0.005406:0.009345:0.009345:0.008133:0.005709:0.003859:0.008564:0.005119:0.008979:0.005709:0.008309:0.007368:0.007368:0.009696:0.009026:0.009026:0.005614:0.005630:0.010908:0.010318:0.007719:0.004370
Complaints Standards which set out how organisations :@0.095501:0.875276:0.493028:0.875276:0.493028:0.864692:0.095501:0.864692:0.009872:0.009521:0.013938:0.009377:0.003859:0.008117:0.003859:0.009282:0.005406:0.006937:0.005630:0.008468:0.005406:0.008117:0.009026:0.009106:0.008117:0.005550:0.009170:0.006762:0.004816:0.011753:0.009313:0.003859:0.007639:0.009313:0.006459:0.006554:0.007974:0.005199:0.005630:0.009345:0.008787:0.005406:0.005502:0.009489:0.009648:0.011913:0.005199:0.009345:0.005550:0.009393:0.007942:0.009026:0.003859:0.006586:0.008117:0.005231:0.003859:0.009345:0.009026:0.006554:0.004370
providing  NHS services should approach complaint :@0.095837:0.890657:0.459299:0.890657:0.459299:0.880072:0.095837:0.880072:0.009058:0.005295:0.008979:0.007304:0.003859:0.008899:0.003859:0.008564:0.009058:0.004370:0.002520:0.010908:0.010318:0.007719:0.006044:0.006762:0.007926:0.005374:0.007463:0.003859:0.007129:0.008054:0.006762:0.005486:0.006554:0.008723:0.008979:0.008819:0.003859:0.008979:0.006044:0.008117:0.009090:0.009377:0.005311:0.009154:0.008117:0.007368:0.008771:0.006459:0.007368:0.009345:0.013731:0.009090:0.003859:0.008117:0.003859:0.009026:0.005406:0.004370
handling.  The Standards aim to support organisations :@0.095837:0.906038:0.481817:0.906038:0.481817:0.895453:0.095837:0.895453:0.009026:0.007766:0.009026:0.009393:0.003859:0.003859:0.008771:0.009393:0.003461:0.004370:0.002424:0.008357:0.008771:0.008341:0.005598:0.008468:0.005406:0.008117:0.009026:0.009106:0.008117:0.005550:0.009170:0.006762:0.005582:0.007719:0.003859:0.013013:0.005630:0.005406:0.009122:0.005630:0.006762:0.009026:0.009377:0.009170:0.009345:0.005342:0.005406:0.005247:0.009345:0.005550:0.009393:0.007942:0.009026:0.003859:0.006586:0.008117:0.005231:0.003859:0.009345:0.009026:0.006554:0.004370
in  providing a quicker, simpler and  more streamlined :@0.095837:0.921418:0.472121:0.921418:0.472121:0.910834:0.095837:0.910834:0.003269:0.007639:0.004370:0.002520:0.008979:0.005295:0.008979:0.007304:0.003859:0.008899:0.003859:0.008564:0.009058:0.006459:0.006889:0.006044:0.009154:0.008723:0.003859:0.007129:0.007926:0.008022:0.005374:0.003461:0.006363:0.006762:0.003859:0.013380:0.009377:0.003859:0.008085:0.005550:0.005103:0.007798:0.008644:0.008979:0.004370:0.002424:0.013268:0.008979:0.005295:0.007974:0.005630:0.006554:0.005406:0.005342:0.008149:0.008117:0.013284:0.003859:0.003859:0.008644:0.008341:0.009026:0.004370
complaint handling service, with a strong focus on :@0.095501:0.936800:0.458437:0.936800:0.458437:0.926216:0.095501:0.926216:0.007368:0.009345:0.013731:0.009377:0.003859:0.008117:0.003859:0.009026:0.005406:0.006044:0.008819:0.007894:0.009026:0.009106:0.003859:0.003859:0.008644:0.009393:0.005885:0.006762:0.008341:0.005295:0.007463:0.003859:0.007129:0.008149:0.003461:0.005933:0.011753:0.003859:0.005709:0.009313:0.006379:0.006889:0.006044:0.006554:0.005199:0.005374:0.008979:0.008723:0.009058:0.006044:0.004992:0.009345:0.007368:0.009026:0.006762:0.005645:0.008388:0.008149:0.004370
early resolution  by empowered and well-trained staff.:@0.095501:0.952182:0.475453:0.952182:0.475453:0.941598:0.095501:0.941598:0.008341:0.007862:0.005550:0.003684:0.007719:0.005454:0.005295:0.007974:0.006762:0.008931:0.003859:0.008723:0.005199:0.003859:0.009074:0.008819:0.004370:0.002520:0.008644:0.007049:0.005295:0.008341:0.013731:0.009377:0.009170:0.011530:0.008341:0.005550:0.008341:0.009393:0.006459:0.007798:0.008564:0.008979:0.005630:0.011530:0.008532:0.003859:0.003859:0.006379:0.005406:0.005550:0.008117:0.003859:0.009026:0.008341:0.009393:0.006459:0.006762:0.005406:0.008117:0.004720:0.004992:0.003461
We implemented this by changing our timelines, :@0.535840:0.101313:0.885540:0.101313:0.885540:0.090728:0.535840:0.090728:0.015198:0.008564:0.006044:0.003859:0.013428:0.009377:0.003636:0.008341:0.013476:0.008341:0.009026:0.005215:0.008341:0.009202:0.005709:0.005406:0.009026:0.003859:0.006762:0.005917:0.008644:0.007049:0.005295:0.007368:0.008755:0.008117:0.008835:0.009393:0.003859:0.008819:0.009393:0.006379:0.009154:0.008819:0.005374:0.005199:0.005406:0.003859:0.013731:0.008054:0.003859:0.003859:0.009026:0.008341:0.006554:0.003461:0.004370
encouraging early resolution and giving our :@0.536680:0.116694:0.851246:0.116694:0.851246:0.106110:0.536680:0.106110:0.008341:0.009026:0.007368:0.009170:0.009026:0.005550:0.007830:0.009393:0.003859:0.009026:0.009202:0.006459:0.008341:0.007862:0.005550:0.003684:0.007719:0.005550:0.005295:0.007974:0.006762:0.008931:0.003859:0.008723:0.005199:0.003859:0.009074:0.008819:0.006379:0.007798:0.008644:0.008979:0.006044:0.009058:0.003859:0.007129:0.003859:0.008484:0.009058:0.006044:0.009058:0.009026:0.005327:0.004370
business areas ten working days to respond.  It :@0.537015:0.132373:0.869428:0.132373:0.869428:0.121789:0.537015:0.121789:0.009377:0.008580:0.006762:0.003652:0.008723:0.008149:0.006554:0.006762:0.005582:0.007894:0.005374:0.008054:0.007894:0.006762:0.005071:0.005199:0.008149:0.008819:0.005630:0.011530:0.009712:0.005550:0.008133:0.003859:0.009313:0.009569:0.006459:0.009154:0.007894:0.007384:0.006554:0.004864:0.005406:0.009122:0.006044:0.005550:0.007958:0.006762:0.009010:0.009058:0.008819:0.009058:0.003461:0.004370:0.002743:0.003445:0.004274:0.004370
was believed that extending the timeframe would :@0.535840:0.147755:0.895013:0.147755:0.895013:0.137171:0.535840:0.137171:0.012088:0.008564:0.007129:0.006044:0.009058:0.007974:0.003859:0.003524:0.007974:0.007304:0.008054:0.009058:0.006044:0.005406:0.009026:0.008309:0.005406:0.005677:0.008149:0.007320:0.005406:0.008085:0.009026:0.009393:0.003859:0.008771:0.009393:0.005550:0.005406:0.009026:0.008149:0.005630:0.005406:0.003859:0.014066:0.008341:0.005167:0.005550:0.008293:0.013731:0.008516:0.004784:0.011530:0.009616:0.009026:0.003859:0.009393:0.004370
give more time to examine and  informally resolve :@0.536680:0.163136:0.891578:0.163136:0.891578:0.152551:0.536680:0.152551:0.008899:0.003859:0.007129:0.007894:0.006044:0.013268:0.008899:0.005295:0.007974:0.005630:0.005406:0.003859:0.013731:0.008054:0.005199:0.005406:0.009122:0.005630:0.008341:0.007320:0.007926:0.013731:0.003859:0.009026:0.008341:0.005582:0.007798:0.008564:0.008979:0.004370:0.002520:0.003859:0.009026:0.004992:0.009345:0.005550:0.013731:0.008117:0.003859:0.003859:0.007719:0.005645:0.005199:0.007894:0.006459:0.008819:0.003859:0.007049:0.007894:0.004370
these complaints at the earliest opportunity.:@0.536260:0.178518:0.847749:0.178518:0.847749:0.167933:0.536260:0.167933:0.005406:0.009026:0.008069:0.006762:0.008341:0.005885:0.007368:0.009170:0.013731:0.009106:0.003859:0.008117:0.003859:0.009026:0.005183:0.006762:0.005661:0.008117:0.005151:0.005199:0.005406:0.009026:0.008149:0.005630:0.008341:0.008117:0.005358:0.003859:0.003859:0.008054:0.006762:0.005406:0.005454:0.008979:0.009058:0.009058:0.009058:0.005374:0.005199:0.008819:0.008819:0.003859:0.005119:0.007463:0.003461
Freedom to Speak Up:@0.537418:0.200915:0.721739:0.200915:0.721739:0.189773:0.537418:0.189773:0.009149:0.007051:0.009485:0.009485:0.010912:0.010744:0.016115:0.006463:0.006883:0.010828:0.006883:0.010072:0.011247:0.009820:0.009820:0.010156:0.006883:0.011919:0.010408
We have a Freedom to Speak Up policy and  have in :@0.535840:0.223002:0.906814:0.223002:0.906814:0.212417:0.535840:0.212417:0.015198:0.008564:0.006044:0.008819:0.007894:0.007463:0.008054:0.005630:0.006889:0.006459:0.007559:0.005374:0.008054:0.008149:0.008979:0.009058:0.013268:0.005630:0.005406:0.009122:0.005630:0.008468:0.009377:0.008341:0.008117:0.007926:0.005693:0.010238:0.008723:0.006459:0.009058:0.008979:0.003859:0.003524:0.007049:0.007384:0.005199:0.007798:0.008644:0.008979:0.004370:0.002424:0.008723:0.007719:0.007384:0.007974:0.006459:0.003110:0.007384:0.004370
place four Freedom to Speak Up guardians as well as :@0.537015:0.238383:0.917749:0.238383:0.917749:0.227799:0.537015:0.227799:0.009154:0.003859:0.007719:0.007129:0.008054:0.005199:0.004992:0.009616:0.009026:0.005741:0.006044:0.007559:0.005374:0.008054:0.008149:0.008979:0.009058:0.013268:0.005709:0.005406:0.009026:0.005295:0.008468:0.009377:0.008341:0.008117:0.007926:0.006124:0.009983:0.008564:0.006044:0.009393:0.009026:0.007942:0.005550:0.009393:0.003859:0.008117:0.008755:0.006762:0.005741:0.007463:0.006204:0.004784:0.011753:0.008564:0.003859:0.004035:0.006459:0.007304:0.006044:0.004370
a non-executive director who is the Freedom to Speak :@0.536680:0.253825:0.925515:0.253825:0.925515:0.243240:0.536680:0.243240:0.006794:0.006459:0.009026:0.009345:0.008739:0.006379:0.008341:0.007097:0.008341:0.007192:0.009026:0.005406:0.003620:0.007639:0.008133:0.006044:0.009393:0.003859:0.005295:0.008149:0.007368:0.005215:0.009345:0.005342:0.004370:0.012328:0.009648:0.009903:0.005709:0.003365:0.005869:0.004864:0.005406:0.009026:0.008341:0.006188:0.007559:0.005374:0.008054:0.008149:0.008979:0.009058:0.013268:0.005630:0.005406:0.009122:0.005295:0.008468:0.009377:0.008341:0.007894:0.007926:0.004370
Up officer.  The guardians continue to work with a :@0.537015:0.269207:0.895151:0.269207:0.895151:0.258622:0.537015:0.258622:0.010238:0.008723:0.006044:0.008979:0.004992:0.004657:0.003859:0.006889:0.007974:0.005295:0.003269:0.004370:0.002520:0.008357:0.008771:0.008341:0.005502:0.009393:0.008819:0.008117:0.005550:0.009393:0.003859:0.008117:0.009026:0.006762:0.005502:0.007368:0.009345:0.009026:0.005406:0.003859:0.009026:0.009026:0.008341:0.005071:0.005406:0.009122:0.004864:0.012168:0.009903:0.005869:0.008309:0.004784:0.011753:0.003859:0.005709:0.009313:0.006459:0.006459:0.004370
number of departments within the organisation to :@0.537015:0.284588:0.900812:0.284588:0.900812:0.274004:0.537015:0.274004:0.009026:0.009026:0.013731:0.009090:0.008341:0.005550:0.005661:0.009345:0.004752:0.005295:0.009393:0.008341:0.009632:0.008117:0.005550:0.005406:0.013731:0.008341:0.009026:0.005406:0.006762:0.004561:0.011833:0.003859:0.005709:0.009234:0.003859:0.009409:0.006044:0.005406:0.009026:0.008149:0.005630:0.009345:0.005550:0.009202:0.008117:0.008835:0.003859:0.006762:0.008117:0.005183:0.003859:0.009345:0.009026:0.005885:0.005119:0.008979:0.004370
influence change and drive improvement arising from :@0.537015:0.299970:0.921768:0.299970:0.921768:0.289386:0.537015:0.289386:0.003859:0.009026:0.004992:0.003859:0.009026:0.008341:0.009026:0.007368:0.008341:0.005917:0.007368:0.009026:0.008117:0.009026:0.009393:0.008341:0.005550:0.007798:0.008564:0.008979:0.006459:0.009154:0.005295:0.003859:0.007129:0.007974:0.006044:0.003859:0.013731:0.009186:0.005550:0.009345:0.007432:0.008341:0.013731:0.008054:0.009026:0.005406:0.005454:0.007798:0.005295:0.003859:0.006299:0.003859:0.008564:0.009058:0.006044:0.004784:0.005550:0.008979:0.013348:0.004370
concerns raised, which for this year has included::@0.536680:0.315648:0.885438:0.315648:0.885438:0.305064:0.536680:0.305064:0.007368:0.009345:0.009026:0.007368:0.008341:0.005550:0.009026:0.006762:0.006044:0.005550:0.007798:0.003859:0.006459:0.008149:0.009154:0.003461:0.005598:0.011753:0.009313:0.003859:0.007639:0.009313:0.006044:0.004992:0.009537:0.005550:0.005279:0.005406:0.008771:0.003859:0.006554:0.004864:0.007719:0.008341:0.008117:0.005550:0.005693:0.008723:0.007719:0.006554:0.006044:0.003859:0.008819:0.007129:0.003859:0.008819:0.009393:0.007974:0.009393:0.003461
•  Monthly meetings with  HR/OD to talk through themes :@0.536998:0.337623:0.947458:0.337623:0.947458:0.327039:0.536998:0.327039:0.006475:0.004370:0.008468:0.014321:0.009090:0.009026:0.005406:0.009026:0.003859:0.007719:0.005582:0.013508:0.008341:0.008117:0.005406:0.003859:0.008787:0.009393:0.006762:0.004752:0.011753:0.003859:0.005709:0.009313:0.004370:0.002855:0.010414:0.008819:0.005709:0.011084:0.010318:0.005630:0.005406:0.009122:0.005199:0.005406:0.008436:0.003859:0.008149:0.004784:0.005406:0.009026:0.005550:0.009138:0.009026:0.009393:0.009026:0.005454:0.005406:0.009026:0.008341:0.013731:0.008341:0.006762:0.004370
from  issues raised and  remedial actions that can be put :@0.555128:0.353302:0.952719:0.353302:0.952719:0.342718:0.555128:0.342718:0.004992:0.005550:0.009010:0.013508:0.004370:0.002520:0.003604:0.006459:0.006379:0.008644:0.007894:0.006459:0.006044:0.005199:0.007719:0.003859:0.006220:0.007974:0.008899:0.006459:0.007798:0.008564:0.008979:0.004370:0.002520:0.005374:0.007974:0.013268:0.007974:0.009058:0.003859:0.007639:0.003859:0.006299:0.008117:0.007368:0.005406:0.003859:0.009074:0.009026:0.006762:0.005119:0.005406:0.009361:0.008309:0.005406:0.005422:0.007129:0.007798:0.008819:0.006459:0.008564:0.007559:0.006379:0.008899:0.008564:0.005119:0.004370
in place, as well as how to mitigate against Freedom :@0.555968:0.368684:0.932587:0.368684:0.932587:0.358100:0.555968:0.358100:0.003365:0.007894:0.006459:0.009377:0.003859:0.007751:0.007368:0.008165:0.003461:0.006363:0.007719:0.006379:0.004864:0.011530:0.008532:0.003859:0.003859:0.006459:0.007719:0.006379:0.006044:0.009313:0.009569:0.011753:0.004784:0.005406:0.009122:0.006044:0.013731:0.003636:0.005406:0.003652:0.009393:0.007894:0.005406:0.008101:0.005630:0.008117:0.009393:0.007926:0.003859:0.009026:0.006762:0.005406:0.005917:0.007463:0.005295:0.007894:0.007974:0.008899:0.008979:0.013093:0.004370
to Speak Up arrangements being  used  instead of :@0.555128:0.384066:0.908863:0.384066:0.908863:0.373481:0.555128:0.373481:0.005406:0.009122:0.005630:0.008468:0.009377:0.008341:0.008117:0.007926:0.005789:0.010159:0.008723:0.006044:0.008117:0.005550:0.005550:0.008117:0.009026:0.009632:0.008341:0.013906:0.008341:0.009202:0.005406:0.006762:0.006044:0.008899:0.007894:0.003604:0.008564:0.008899:0.004370:0.002424:0.008484:0.006299:0.007894:0.008819:0.004370:0.002424:0.003859:0.008564:0.006459:0.005406:0.007942:0.007894:0.009058:0.006459:0.008899:0.004784:0.004370
appropriate line management and  HR procedures.:@0.555548:0.399446:0.910734:0.399446:0.910734:0.388862:0.555548:0.388862:0.008117:0.009377:0.009202:0.005550:0.009345:0.009202:0.005550:0.003859:0.008117:0.005406:0.008117:0.006044:0.003604:0.003859:0.008388:0.007894:0.006044:0.014018:0.008117:0.009026:0.008373:0.009393:0.008341:0.013986:0.008341:0.009202:0.005406:0.005247:0.007798:0.008644:0.008979:0.004370:0.002855:0.010318:0.008644:0.005630:0.009377:0.005311:0.009058:0.007368:0.007990:0.009154:0.008819:0.005374:0.008149:0.006762:0.003461
•  Identifying training or policy and procedures :@0.536998:0.421719:0.874275:0.421719:0.874275:0.411134:0.536998:0.411134:0.006475:0.004370:0.008117:0.004242:0.008931:0.008341:0.008691:0.005406:0.003859:0.004752:0.007719:0.003620:0.009026:0.009106:0.005709:0.005406:0.005550:0.008117:0.003859:0.009026:0.003859:0.008835:0.009393:0.006379:0.008819:0.005295:0.005630:0.009058:0.009058:0.003859:0.003859:0.006969:0.007463:0.005199:0.007798:0.008644:0.008979:0.006379:0.009377:0.005231:0.009058:0.007368:0.007910:0.009154:0.008819:0.005374:0.008054:0.006762:0.004370
knowledge gaps that exist across the organisation.:@0.555968:0.437099:0.914598:0.437099:0.914598:0.426515:0.555968:0.426515:0.007926:0.009026:0.009345:0.011801:0.003859:0.008341:0.009393:0.009632:0.008341:0.006092:0.009058:0.007894:0.009058:0.006762:0.005151:0.005406:0.009361:0.008309:0.005406:0.005342:0.008149:0.007320:0.003668:0.006554:0.005406:0.005167:0.007894:0.007129:0.005374:0.009154:0.006554:0.006762:0.005071:0.005406:0.009026:0.008149:0.005630:0.009345:0.005550:0.009393:0.007942:0.009026:0.003859:0.006586:0.008117:0.005406:0.003859:0.009138:0.009026:0.003461
•  Sharing intelligence with the mental health :@0.536998:0.459312:0.865711:0.459312:0.865711:0.448728:0.536998:0.448728:0.006475:0.004370:0.007703:0.008229:0.008819:0.008117:0.005311:0.003859:0.008819:0.009393:0.006730:0.003859:0.009026:0.005406:0.008069:0.003859:0.003859:0.003620:0.009393:0.008341:0.008787:0.007368:0.008165:0.004864:0.011913:0.004035:0.005630:0.009393:0.005709:0.005406:0.009026:0.008069:0.006459:0.013428:0.008054:0.008819:0.005199:0.007894:0.003859:0.006714:0.008723:0.008054:0.007894:0.003859:0.005039:0.008723:0.004370
first aiders so they can shape their offer.:@0.555128:0.474754:0.838597:0.474754:0.838597:0.464169:0.555128:0.464169:0.004992:0.003859:0.005837:0.006762:0.005582:0.005199:0.007894:0.003859:0.009154:0.008149:0.005550:0.006539:0.005630:0.006299:0.008644:0.005199:0.005406:0.009026:0.008341:0.007719:0.005342:0.007049:0.007719:0.008644:0.006459:0.006762:0.008596:0.008117:0.009010:0.008149:0.005709:0.005406:0.009026:0.008341:0.003859:0.005550:0.005247:0.008723:0.004784:0.004705:0.007974:0.005199:0.003461
•  Inputting  into the corporate values and behaviours :@0.536998:0.496965:0.920650:0.496965:0.920650:0.486381:0.536998:0.486381:0.006475:0.004370:0.008117:0.004242:0.008771:0.009154:0.008819:0.005406:0.005167:0.003859:0.008723:0.009154:0.004370:0.002424:0.003859:0.008564:0.005199:0.008979:0.005199:0.005406:0.009026:0.008149:0.005630:0.007368:0.009170:0.005550:0.009377:0.009345:0.005550:0.008117:0.005406:0.008341:0.004720:0.007639:0.008117:0.003859:0.009026:0.008341:0.006762:0.005869:0.007798:0.008564:0.008979:0.006459:0.009377:0.008085:0.009026:0.007766:0.007463:0.003859:0.009154:0.008819:0.005550:0.006762:0.004370
framework and actions to embed these.:@0.555128:0.512346:0.839267:0.512346:0.839267:0.501761:0.555128:0.501761:0.004992:0.005996:0.008388:0.014353:0.008644:0.012088:0.009744:0.005789:0.008229:0.005199:0.007798:0.008564:0.008979:0.006459:0.008117:0.007368:0.005406:0.003859:0.009154:0.009026:0.006762:0.005119:0.005406:0.009122:0.005199:0.008149:0.013428:0.009154:0.008054:0.009154:0.006044:0.005199:0.008819:0.008149:0.006762:0.008006:0.003461
•  Participating  in corporate induction sessions to :@0.536998:0.534618:0.891785:0.534618:0.891785:0.524034:0.536998:0.524034:0.006475:0.004370:0.008468:0.008723:0.008117:0.005311:0.005406:0.003652:0.007129:0.003859:0.009074:0.008117:0.005055:0.003859:0.008723:0.009154:0.004370:0.002520:0.003269:0.007559:0.006459:0.007368:0.009345:0.005358:0.009377:0.009170:0.005550:0.008117:0.005135:0.008341:0.006347:0.003859:0.008644:0.009154:0.009026:0.007097:0.005406:0.003652:0.009154:0.009026:0.006331:0.006554:0.007974:0.006762:0.006411:0.003859:0.009074:0.008723:0.006762:0.005071:0.005119:0.008979:0.004370
promote the commitment to speaking up and :@0.555968:0.550000:0.885876:0.550000:0.885876:0.539416:0.555968:0.539416:0.009377:0.005550:0.008994:0.013508:0.009154:0.005406:0.008022:0.005295:0.005406:0.009026:0.008069:0.005709:0.007368:0.009345:0.014002:0.013731:0.003859:0.005582:0.013731:0.008516:0.009026:0.005406:0.005295:0.005406:0.009122:0.005199:0.006762:0.009106:0.008341:0.007942:0.007926:0.003859:0.008771:0.009393:0.006379:0.008564:0.008819:0.005630:0.007639:0.008484:0.008819:0.004370
how that facilitates change in the organisation.:@0.555968:0.565382:0.890852:0.565382:0.890852:0.554797:0.555968:0.554797:0.009489:0.009648:0.011913:0.004784:0.005406:0.009361:0.008309:0.005406:0.005008:0.004992:0.008117:0.007623:0.003859:0.003859:0.003859:0.005406:0.008117:0.005406:0.008341:0.006762:0.005757:0.007368:0.009026:0.008117:0.009026:0.009393:0.008341:0.005885:0.003365:0.007974:0.005630:0.005406:0.009026:0.008149:0.006044:0.009345:0.005550:0.009393:0.007942:0.009026:0.003859:0.006586:0.008117:0.005406:0.003859:0.009138:0.009026:0.003461
Health, safety and wellbeing:@0.537418:0.587718:0.784086:0.587718:0.784086:0.576577:0.537418:0.576577:0.013849:0.009653:0.009653:0.005120:0.006967:0.010744:0.004868:0.006043:0.008226:0.010072:0.007051:0.010072:0.007302:0.010072:0.005624:0.009653:0.010744:0.010995:0.006043:0.014773:0.010156:0.005288:0.005204:0.011499:0.010156:0.005204:0.011247:0.010391
To ensure the health, safety and wellbeing of our :@0.536260:0.609865:0.890329:0.609865:0.890329:0.599280:0.536260:0.599280:0.007224:0.008054:0.005630:0.008341:0.008787:0.006762:0.008771:0.005550:0.008133:0.005295:0.005406:0.009026:0.008149:0.006044:0.009026:0.008516:0.008117:0.003859:0.005406:0.009026:0.003461:0.006554:0.006762:0.008117:0.004992:0.008165:0.005406:0.007719:0.005167:0.007798:0.008564:0.008979:0.005630:0.011530:0.008612:0.003859:0.003859:0.009377:0.008341:0.003859:0.009234:0.009393:0.006475:0.009345:0.004752:0.005709:0.008979:0.008644:0.005295:0.004370
staff we have in place policies and procedures. Staff :@0.536680:0.625246:0.909950:0.625246:0.909950:0.614662:0.536680:0.614662:0.006762:0.005406:0.008309:0.004992:0.004992:0.004960:0.012168:0.008819:0.006044:0.008819:0.007894:0.007463:0.008054:0.006044:0.003365:0.007894:0.006459:0.009058:0.003859:0.007719:0.007129:0.008054:0.006044:0.009058:0.008979:0.003859:0.003859:0.006969:0.003859:0.007974:0.006762:0.005486:0.007798:0.008564:0.008979:0.006459:0.009377:0.005311:0.009154:0.007368:0.007990:0.009393:0.008739:0.005550:0.008054:0.006762:0.003461:0.006650:0.008468:0.005406:0.008117:0.005199:0.004992:0.004370
are required to participate in the training  provided to :@0.536680:0.640628:0.917365:0.640628:0.917365:0.630044:0.536680:0.630044:0.007719:0.005295:0.007894:0.006044:0.005374:0.007974:0.009058:0.008723:0.003859:0.005199:0.007974:0.009058:0.006044:0.005406:0.009122:0.005630:0.009377:0.008117:0.005550:0.005406:0.003859:0.007145:0.003859:0.009377:0.007910:0.005406:0.008101:0.006044:0.003365:0.007894:0.005709:0.005406:0.009026:0.008069:0.005709:0.005406:0.005342:0.008117:0.003859:0.008835:0.003859:0.008819:0.009393:0.004370:0.002440:0.008899:0.005295:0.008899:0.007304:0.003859:0.008819:0.007974:0.008979:0.006044:0.005119:0.008979:0.004370
ensure awareness.  The health, safety and wellbeing of :@0.536680:0.656010:0.927428:0.656010:0.927428:0.645426:0.536680:0.645426:0.008341:0.008787:0.006762:0.008771:0.005550:0.008133:0.005630:0.008117:0.011530:0.008117:0.005725:0.008341:0.009202:0.008341:0.006937:0.006762:0.003461:0.004370:0.002440:0.008357:0.008851:0.008341:0.005933:0.009026:0.008341:0.008117:0.003859:0.005406:0.009026:0.003461:0.006315:0.006762:0.008117:0.005183:0.008341:0.005406:0.007719:0.005231:0.007798:0.008564:0.008979:0.005709:0.011530:0.008532:0.003859:0.003859:0.009377:0.008341:0.003859:0.009234:0.009393:0.006554:0.008899:0.004784:0.004370
our staff is paramount to us. We have ensured all staff :@0.536680:0.671392:0.928704:0.671392:0.928704:0.660808:0.536680:0.660808:0.009154:0.008819:0.005374:0.005630:0.006762:0.005582:0.008117:0.004992:0.005183:0.005630:0.003365:0.005964:0.005630:0.009377:0.008117:0.005550:0.008117:0.014002:0.009345:0.009202:0.009026:0.005406:0.005215:0.005406:0.009122:0.005630:0.008564:0.006299:0.003269:0.006044:0.015278:0.008564:0.006044:0.008723:0.007719:0.007384:0.007974:0.006044:0.008054:0.008819:0.006762:0.008596:0.005374:0.008054:0.009154:0.006379:0.007224:0.003445:0.003445:0.006459:0.006762:0.005406:0.008117:0.004992:0.004992:0.004370
have complete display screen equipment assessments to :@0.537015:0.686832:0.940682:0.686832:0.940682:0.676248:0.537015:0.676248:0.008819:0.007894:0.007463:0.008054:0.005709:0.007368:0.009090:0.013731:0.009010:0.003859:0.008341:0.005167:0.008341:0.005933:0.009154:0.003859:0.006554:0.009154:0.003859:0.007894:0.007719:0.005039:0.006554:0.006969:0.005295:0.008054:0.007974:0.008644:0.006459:0.008341:0.009393:0.009026:0.003859:0.009377:0.013731:0.008341:0.009026:0.005406:0.005677:0.008117:0.006762:0.006762:0.008069:0.006762:0.006762:0.013412:0.008341:0.009026:0.005135:0.006762:0.005151:0.005119:0.008979:0.004370
make sure that they are working  in a safe way both  in :@0.537015:0.702511:0.925452:0.702511:0.925452:0.691927:0.537015:0.691927:0.013508:0.008117:0.007751:0.008149:0.006044:0.006459:0.008564:0.005295:0.007894:0.005630:0.005406:0.009361:0.008309:0.005406:0.004912:0.005406:0.009026:0.008341:0.007719:0.005438:0.007719:0.005295:0.007894:0.004864:0.011530:0.009792:0.005550:0.008213:0.003859:0.009409:0.009648:0.004370:0.002520:0.003269:0.007559:0.006459:0.006889:0.006044:0.006762:0.007846:0.004992:0.008341:0.005055:0.012168:0.008644:0.008229:0.005630:0.008899:0.008819:0.005119:0.008564:0.004370:0.002520:0.003110:0.007384:0.004370
the office and at home. All our staff have access to the :@0.536260:0.717892:0.931442:0.717892:0.931442:0.707307:0.536260:0.707307:0.005406:0.009026:0.008149:0.006044:0.009154:0.004992:0.004992:0.003620:0.007368:0.008165:0.006044:0.007798:0.008564:0.008979:0.006459:0.007719:0.005119:0.006044:0.009026:0.009106:0.013508:0.008149:0.003461:0.005933:0.010286:0.003652:0.003859:0.006379:0.009154:0.008819:0.005374:0.005709:0.006762:0.005406:0.008309:0.004992:0.004992:0.005789:0.008819:0.007894:0.007463:0.008054:0.005630:0.008117:0.007160:0.007368:0.008069:0.006554:0.006762:0.005071:0.005406:0.009122:0.004864:0.005406:0.008691:0.008054:0.004370
enhanced offerings of the  Employee Assistance,  Health :@0.536680:0.733272:0.932197:0.733272:0.932197:0.722688:0.536680:0.722688:0.008341:0.009026:0.008819:0.008117:0.009026:0.007368:0.008341:0.009393:0.006108:0.009345:0.005183:0.004992:0.008341:0.005550:0.003859:0.009026:0.009393:0.006762:0.005630:0.009345:0.004752:0.004784:0.005406:0.009026:0.008149:0.004370:0.002520:0.007798:0.013428:0.009058:0.003859:0.009074:0.007719:0.007894:0.008054:0.005199:0.010286:0.006762:0.007049:0.003859:0.006762:0.005661:0.008117:0.009026:0.007623:0.008341:0.003461:0.004370:0.003301:0.010749:0.007798:0.007719:0.003604:0.005039:0.008564:0.004370
and Wellbeing Tools and  Mental  Health  First Aiders.:@0.536680:0.748653:0.903204:0.748653:0.903204:0.738069:0.536680:0.738069:0.007798:0.008564:0.008979:0.005630:0.014895:0.008341:0.003859:0.003859:0.009377:0.008101:0.003859:0.009026:0.009186:0.006044:0.007894:0.008644:0.008644:0.003604:0.006299:0.005199:0.007798:0.008644:0.008979:0.004370:0.002855:0.014018:0.008149:0.008723:0.005406:0.007862:0.003859:0.004370:0.002855:0.010828:0.007894:0.007719:0.003859:0.004960:0.008644:0.004370:0.002424:0.007384:0.003859:0.005119:0.006379:0.005119:0.004370:0.010286:0.003859:0.009393:0.008596:0.005550:0.006762:0.003461
We have given all staff an individual  risk assessment :@0.535840:0.764099:0.910466:0.764099:0.910466:0.753515:0.535840:0.753515:0.015198:0.008564:0.006044:0.008819:0.007894:0.007463:0.008054:0.005630:0.008979:0.003859:0.007129:0.007974:0.008723:0.006044:0.007463:0.003524:0.003524:0.006044:0.006762:0.005582:0.008117:0.004992:0.005183:0.005630:0.007639:0.008484:0.006459:0.003859:0.008564:0.009058:0.003859:0.007304:0.003859:0.009074:0.008819:0.007894:0.003859:0.004370:0.002424:0.005295:0.003859:0.006299:0.007463:0.005630:0.008117:0.006491:0.006762:0.008341:0.006554:0.006762:0.013460:0.008341:0.009026:0.005135:0.004370
to identify those who may need extra support.:@0.536260:0.779480:0.866344:0.779480:0.866344:0.768895:0.536260:0.768895:0.005406:0.009122:0.006044:0.003859:0.009393:0.008069:0.009026:0.005406:0.003620:0.004992:0.007719:0.004657:0.005406:0.009026:0.009154:0.006762:0.008341:0.004880:0.012248:0.009648:0.009903:0.005630:0.013731:0.007751:0.007719:0.005454:0.008644:0.007894:0.007894:0.008979:0.006459:0.008149:0.007320:0.005103:0.005374:0.007894:0.006044:0.006762:0.008771:0.009377:0.009090:0.009154:0.005550:0.005199:0.003461
Through 2021/22 we expanded the incident reporting :@0.536260:0.801693:0.925414:0.801693:0.925414:0.791108:0.536260:0.791108:0.008357:0.008851:0.005550:0.009138:0.009026:0.009393:0.009026:0.005869:0.008596:0.008947:0.008819:0.008899:0.006220:0.008979:0.008819:0.005630:0.012168:0.008819:0.005630:0.008149:0.007320:0.009138:0.008117:0.008835:0.009393:0.008341:0.009202:0.006044:0.005406:0.009026:0.008149:0.006044:0.003859:0.009026:0.007097:0.003859:0.009393:0.008149:0.009026:0.005151:0.006044:0.005295:0.007974:0.009058:0.008979:0.005295:0.005406:0.003572:0.008644:0.009058:0.004370
process to include incidents relating to staff wellbeing, :@0.537015:0.817073:0.927796:0.817073:0.927796:0.806489:0.537015:0.806489:0.009058:0.005374:0.008979:0.007129:0.007974:0.006554:0.006554:0.005199:0.005406:0.009122:0.005630:0.003859:0.009026:0.007001:0.003859:0.008819:0.009393:0.007974:0.006044:0.003859:0.009026:0.007176:0.003859:0.009393:0.008341:0.008787:0.005406:0.006762:0.005550:0.005295:0.008054:0.003859:0.007814:0.005199:0.003859:0.008723:0.009154:0.005630:0.005406:0.009122:0.005630:0.006762:0.005582:0.008117:0.004992:0.005183:0.004784:0.011530:0.008532:0.003859:0.004035:0.009377:0.008676:0.003859:0.009234:0.009569:0.003461:0.004370
in particular those related to difficult communications with :@0.537015:0.832752:0.956374:0.832752:0.956374:0.822168:0.537015:0.822168:0.003269:0.007639:0.006459:0.009377:0.007910:0.005550:0.005406:0.003859:0.007368:0.009026:0.003859:0.008117:0.005550:0.004896:0.005406:0.008771:0.009154:0.006762:0.008341:0.005885:0.005374:0.007974:0.003859:0.007639:0.005119:0.008054:0.009058:0.005630:0.005406:0.009122:0.005295:0.009569:0.003859:0.004992:0.004992:0.003859:0.007368:0.009026:0.003859:0.005614:0.005295:0.007368:0.009345:0.014098:0.013731:0.009026:0.009026:0.003859:0.007368:0.008117:0.005406:0.003859:0.009345:0.009026:0.006762:0.004370:0.011993:0.003859:0.005630:0.009234:0.004370
service users. This ensured that we had visibility of these :@0.536680:0.848193:0.940250:0.848193:0.940250:0.837609:0.536680:0.837609:0.006554:0.008054:0.005374:0.007384:0.003859:0.007049:0.008054:0.006379:0.008723:0.006459:0.008054:0.005295:0.006459:0.003269:0.006459:0.008357:0.008676:0.003859:0.006554:0.005630:0.008054:0.008819:0.006762:0.008596:0.005374:0.008054:0.009154:0.006044:0.005406:0.009361:0.008309:0.005406:0.004912:0.012168:0.008819:0.006044:0.008564:0.007559:0.008819:0.005630:0.007639:0.003859:0.006554:0.003859:0.009074:0.003859:0.003859:0.003620:0.005406:0.007527:0.005199:0.009345:0.004752:0.005295:0.005199:0.009026:0.008006:0.006762:0.008006:0.004370
incidents and that we acted to put in  place measures to :@0.537015:0.863574:0.937891:0.863574:0.937891:0.852990:0.537015:0.852990:0.003859:0.009026:0.007097:0.003859:0.009154:0.008341:0.008787:0.005406:0.006762:0.005454:0.007798:0.008564:0.008979:0.006044:0.005406:0.009361:0.008309:0.005406:0.004577:0.012343:0.008979:0.005630:0.007894:0.007129:0.005406:0.007942:0.009154:0.006044:0.005406:0.009122:0.005630:0.009377:0.008676:0.005406:0.005502:0.003269:0.007639:0.004370:0.002520:0.009058:0.003859:0.007719:0.007129:0.008054:0.006044:0.013508:0.008149:0.008117:0.006570:0.009026:0.005327:0.008341:0.006762:0.005119:0.005119:0.008979:0.004370
support staff and our service users where appropriate.:@0.536680:0.878955:0.920300:0.878955:0.920300:0.868370:0.536680:0.868370:0.006762:0.009026:0.009377:0.009170:0.009345:0.005342:0.005406:0.005167:0.006762:0.005582:0.008117:0.004992:0.005183:0.005630:0.007798:0.008564:0.008979:0.006459:0.009058:0.009026:0.005327:0.005199:0.006554:0.008054:0.005374:0.007384:0.003859:0.007049:0.008054:0.006459:0.008644:0.006459:0.008054:0.005295:0.006554:0.004864:0.011753:0.009313:0.008564:0.005550:0.008723:0.006044:0.008117:0.009170:0.009377:0.005311:0.009154:0.009377:0.005311:0.003859:0.008117:0.005151:0.008341:0.003461