Case Number 3521
Request Date 06/03/2014
Completion Date 14/04/2014

 

Details of the Request

  1. How are complaints, compliments and feedback handled at the Trust? This data might be obtained by means such as email, phone, letter, piece of paper in a hospital reception etc. etc. Is there a central place where this data is collated?
     
  2. Does your Trust employ dedicated staff for this purpose? If so how many?
     
  3. Is this data handled on site or is it subcontracted/held-off site?
     
  4. Are complaints and feedback collated and then reported to authorised people, such as the Trusts board or senior managers?
     
  5. Who is in charge of complaints and feedback, if anyone?
     
  6. Is there a standard procedure to follow if complaints and feedback data is obtained?
     
  7. What are the operational costs to the Trust for complaints and feedback, excluding redress (staff costs, computer and software costs, storage costs, legal costs, search costs, report compilation costs, maintenance and any other considerations)?
     
  8. Could you please supply your most recent annual complaint volume figures and the preceding 3 year volumes please?
     
  9. Do you capture and measure concern data separately?

 

Details of the Response

1. How are complaints, compliments and feedback handled at the Trust? This data might be obtained by means such as email, phone, letter, piece of paper in a hospital reception etc. etc. Is there a central place where this data is collated?

A patient or relative can make a complaint or compliment in relation to their experience within the Trust by various communication and correspondence methods including in person, by telephone, using email, or in a letter to any member of staff.

Formal complaints are then communicated by the receiving staff member or department to the Patient Experience and Involvement Team who log the complaint centrally on an information system. The complaint is acknowledged on behalf of the Chief Executive. Complaints responses are then progressed by the nominated Complaints Lead of the division to which the complaint pertains. Following a quality review process, the final response to the complaint is issued by the Chief Executive, or alternatively another Executive such as the Chief Nurse, who is delegated by the Chief Executive.

The Trust Complaints Procedure is attached for information.

Informal concerns which are received centrally are handled by both the Patient Advice and Liaison Service (PALS) team, which is a part of the central Patient Experience and Involvement Team, and by administrative and clinical colleagues in the clinical divisions.

Informal concerns received through the PALS team are logged on an information system by the Patient Experience and Involvement Team. Informal concerns received and handled by the divisions directly, without involvement of the PALS team, are not quantified or collated in this manner.

Compliments are responded to through a variety of processes. A compliment may be acknowledged by the staff member who receives the compliment, by the Patient Experience and Involvement Team, or by the Membership Manager. Some compliments are received via media communications and are addressed through the Communications Team. The Membership Manager acknowledges those letters of compliment received into the Chief Executive’s Office.

 

2. Does your Trust employ dedicated staff for this purpose? If so how many?

A variety of Trust personnel across both corporate and clinical divisions are involved in the processing of, and responding to, complaints, concerns and compliments. However, the majority of the staff involved in this function do so as a proportion of their job role. Consequently, it is not practicable to quantify the allocation of time between this aspect of patient experience work, as distinct from other clinical and administrative work, for each employee who performs this function.

 

3. Is this data handled on site or is it subcontracted/held-off site?

The data is handled on site.

 

4. Are complaints and feedback collated and then reported to authorised people, such as the Trusts board or senior managers?

Formal complaints are responded to through the complaints process. Complaints are reported to the Divisional Complaints Leads who co-ordinate more detailed feedback to the teams where the complaint originated, and the clinical or administrative divisions investigate the substance of the complaint. Summary complaints information by division is reported to the Trust Board monthly. Complaints process and other patient experience feedback is additionally overseen by the Patient Experience Monitoring Group.

 

5. Who is in charge of complaints and feedback, if anyone?

The Chief Executive is the accountable officer for complaints and feedback. The operational responsibility lies with the Patient Experience and Involvement Team, which is headed by the Patient Experience and Involvement Manager. This team is part of the Quality Department.

 

6. Is there a standard procedure to follow if complaints and feedback data is obtained?

Please refer to the following attached policies:

  • Complaints Procedure [Last reviewed January 2013].
  • PALS (Patient Advice and Liaison Service) Policy [Last reviewed January 2013].

 

7. What are the operational costs to the Trust for complaints and feedback, excluding redress (staff costs, computer and software costs, storage costs, legal costs, search costs, report compilation costs, maintenance and any other considerations)?

Owing to the cross-divisional complaints handling structure outlined in section 2 above, it is not practicable to respond to this question with precise financial information. To do so would require pro-rating the time of a large number of colleagues across the Trust, and this would be an imprecise estimation which would not yield reliable or verifiable information.

 

8. Could you please supply your most recent annual complaint volume figures and the preceding 3 year volumes please?

2013/14 Ten months ending January 2014 425
2012/13 Year ending March 2013 per Quality Account 485
2011/12 Year ending March 2012 per Quality Account 503
2010/11 Year ending March 2011 per Quality Account 360

 

9. Do you capture and measure concern data separately?

Please refer to section 1 above.