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Patient and Public Involvement (PPI)

Dealing with difficult issues

This process is designed to help if there are any difficult issues that arise. It is for use when other processes (such as the support and learning processes) have been unable to resolve an issue.

It might be used to address an issue or concern raised by a public contributor or by the ARC if they have identified an issue that needs to be addressed.  Issues might be about:

  • (acceptable) behaviour (for example rude or aggressive behaviour, someone attends meetings after drinking heavily or using other substances)
  • activity/task related (for example failing to turn up to meetings/complete allocated tasks, not providing accessible materials etc)
  • not following agreed procedures (for example allocating tasks without using the correct process, not being accurate about expenses or fees due)
  • procedures not fit for purpose

Step 1 – Using existing mechanisms and processes.

If the issue/concern is about a public contributor the first step is to discuss the matter directly with that person if you feel able to do so.

If that is not possible then raise the matter with the Chair of the PPI Champions Group and/or the ARC PPI Lead (or the ARC Senior Manager if both are already involved in the concern).

If the issue/concern is about a process or procedure please raise the matter with the Chair of the PPI Champions Group and/or the ARC PPI Lead (or the ARC Senior Manager if both are already involved in the concern).

These initial steps should make use of existing systems and processes to address any issues or concerns. This should happen within an agreed amount of time that allows for processes and systems to address the issue/concern. If the issue is not resolved then move to step 2.

Step 2 – Internal ARC review

At this point the matter should be reported to the ARC Senior Manager (unless they are/have already been involved).

If the ARC Senior Manager is/has already been involved the matter should be reported to the ARC Director or another appropriate member of the core team.

They will review what has already happened and provide guidance on how the matter should be resolved. They might also recommend an alternative route to resolve the matter.

This should happen within an agreed amount of time (usually within one month of asking for a review) that allows for a full review of what has happened.

If agreement cannot be reached, then move on to Step 3.

Step 3 – External ARC review

If Step 2 has failed to satisfactorily resolve matters for all concerned then an external ARC review is the final step in the process.

The point of contact for this is the Departmental PPI Lead.  They will then arrange for a small panel (maximum of three people) to review what has happened.  Its makeup will depend in part on what the concern/issue is but should usually involve non-ARC related people, at least one PPI professional and at least one Public Contributor with relevant experience.

The panel will review what has already happened and provide guidance on how the matter should be resolved.

This should happen within an agreed amount of time (usually within two months of asking for a review).

This is the end of the process.