2.1 Feedback, Comments, Concerns and Complaints Register - Year to 31 March 2018 Source Summary (2) File Ref (3) Is Receipt Acknowledged Outcome Was Lessons Learned/ (1) complaint Date (A) and (4) complainant Improvements (5) suitable for Response (R) satisfied frontline Dates with resolution? frontline resolution? Member Complaint (1) Pharmacy April yes 01/04/17 A - 05/04/17 Upheld yes All online media not of public about online 2017 intentionally linked pharmacy to NES webpages R - 07/04/17 guidance have been removed. Staff Complaint (2) NES course yes 15/04/17 A - 21/04/17 Upheld yes Incorrect graphic (other about graphics materials April replaced with NHS) on course 2017 geographically R - 24/04/17 materials. correct graphic. Staff Complaint (3) May 2017 no 21/04/17 A - 02/05/17 Upheld n/a Dental to review (other about Dental their guidance on NHS) experience as a external R 11/05/17 – dental trainer. longitudinal evaluation of practice (LEPs) and how that guidance is communicated to trainers. Member Complaint (4) November 2017 no 07/11/17 A - 07/11/17 Well n/a n/a of public about access to historic medical outwith training. complaint R 07/11/17 – timescale of 12 months.
2.1 Feedback, Comments, Concerns and Complaints Register - Year to 31 March 2018 Source (1) Summary (2) File Ref (3) Is complaint suitable for frontline resolution? Receipt Date Acknowledged (A) and Response (R) Dates Outcome (4) Was complainant satisfied with frontline resolution? Lessons Learned/ Improvements (5) Member of public Complaint (1) about online pharmacy guidance Pharmacy April 2017 yes 01/04/17 A - 05/04/17 R - 07/04/17 Upheld yes All online media not intentionally linked to NES webpages have been removed. Staff (other NHS) Complaint (2) about graphics on course materials. NES course materials April 2017 yes 15/04/17 A - 21/04/17 R - 24/04/17 Upheld yes Incorrect graphic replaced with geographically correct graphic. Staff (other NHS) Complaint (3) about experience as a dental trainer. May 2017 Dental no 21/04/17 A - 02/05/17 R – 11/05/17 Upheld n/a Dental to review their guidance on external longitudinal evaluation of practice (LEPs) and how that guidance is communicated to trainers. Member of public Complaint (4) about access to training. November 2017 historic medical no 07/11/17 A - 07/11/17 R – 07/11/17 Well outwith complaint timescale of 12 months. n/a n/a
fccc_report_2018_final.docx