2.1 Feedback, Comments, Concerns and Complaints Register - Year to 31 March 2017 Source Summary File Ref Is Receipt Acknowledged Outcome (4) Was Lessons (1) (2) (3) complaint Date (A) and complainant Learned/Improvements suitable Response (R) satisfied (5) for Dates with frontline frontline resolution? resolution? Staff Complaint April 2016 no 24/04/16 A - 24/04/16 Upheld n/a Dental audit processes (other (1) about the dental reviewed; update audit NHS) dental audit user guidance; update IT R - 12/05/16 process. systems with automatic alerts. Staff Complaint May 2016 no 19/05/16 A - 19/05/16 Upheld n/a Reviewed parking (other (2) about lack training arrangements; enhanced NHS) of suitable, access facilities for visitors and R - 24/05/16 accessible those with disabilities; parking at amended processes and 2CQ, retrained team. Glasgow. Other Concern - yes 17/06/16 A - 30/06/16 Classed as a - n/a about concern, not a withdrawal of complaint. VT trainer Investigation status. not progressed as no response received to requests for further information.
2.1 Feedback, Comments, Concerns and Complaints Register - Year to 31 March 2017 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) Staff (other NHS) Complaint (1) about the dental audit process. April 2016 dental no 24/04/16 A - 24/04/16 R - 12/05/16 Upheld n/a Dental audit processes reviewed; update audit user guidance; update IT systems with automatic alerts. Staff (other NHS) Complaint (2) about lack of suitable, accessible parking at 2CQ, Glasgow. May 2016 training access no 19/05/16 A - 19/05/16 R - 24/05/16 Upheld n/a Reviewed parking arrangements; enhanced facilities for visitors and those with disabilities; amended processes and retrained team. Other Concern about withdrawal of VT trainer status. - yes 17/06/16 A - 30/06/16 Classed as a concern, not a complaint. Investigation not progressed as no response received to requests for further information. - n/a
Feedback%20Concerns%20Complaints%20Annual%20Report%202016-17_Framework%20-%20Accessible%20Word%20version.docx