Parliamentary and Health Service Ombudsman (PHSO) cases The NHS Complaints Procedure comprises 2 stages The first or ‘local resolution’ stage involves the Trust investigating the complaint and providing a substantive response to the complainant Where the complainant remains dissatisfied with the Trust’s response given at the local resolution stage, the complainant can progress their complaint to the second stage, that is, referral to the Parliamentary and Health Service Ombudsman (PHSO) The PHSO provides a service to the public by undertaking independent investigations into complaints that the NHS has not acted properly fairly or has provided a poor service The Trust currently has 6 active cases with the PHSO 11.3 End of Life End of Life Report Targets/Metrics: CQuIN 10% increase in number of patients achieving preferred place of death who are on a supportive care pathway – Acute and Community. This is also a national nursing high impact action and nurse sensitive indicator. The target for this year is 53%. Figure 22: Preferred place of death/death of patients on SCP
Parliamentary and Health Service Ombudsman (PHSO) cases The NHS Complaints Procedure comprises 2 stages The first or ‘local resolution’ stage involves the Trust investigating the complaint and providing a substantive response to the complainant Where the complainant remains dissatisfied with the Trust’s response given at the local resolution stage, the complainant can progress their complaint to the second stage, that is, referral to the Parliamentary and Health Service Ombudsman (PHSO) The PHSO provides a service to the public by undertaking independent investigations into complaints that the NHS has not acted properly fairly or has provided a poor service The Trust currently has 6 active cases with the PHSO 11.3 End of Life End of Life Report Targets/Metrics: CQuIN 10% increase in number of patients achieving preferred place of death who are on a supportive care pathway – Acute and Community. This is also a national nursing high impact action and nurse sensitive indicator. The target for this year is 53%. Figure 22: Preferred place of death/death of patients on SCP
Tabled-Paper-Quality-Report-November-2012-Final.docx