being relating to the Emergency Department and 23 to Acute. Women and Children’s received the third highest number of complaints with 24 being received about Gynaecology and 23 Maternity. Surgery, Women and Children’s and the Emergency Department also received the highest number of complaints in 2015-16. Subject Breakdown Top 5 Subjects 2016 -17 Top 3 Sub-subjects Delay or failure in treatment or procedure - 20 Clinical Treatment - Surgical 94 Delay in treatment - 12 Post-treatment complications - 11 Delay in treatment - 11 Clinical Treatment - General 76 Other - Clinical Treatment - 9 Medicine Group Incorrect diagnosis - 8 Delay or failure to diagnose (inc. e.g. missed Clinical Treatment - Accident fracture) - 17 53 & Emergency in treatment - 11 Delay or failure in treatment or procedure - 6 Admissions, Discharges & Discharged too early - 15 Transfers (exc. delayed Discharge Arrangements (inc. lack of or poor discharge due to absence of 52 planning)- 12 care package - see Cancelled/rescheduled surgery/procedure - 10 Integrated care) Communication with patient - 16 Communications 47 Communication with relatives/carers - 10 Cancelled/rescheduled surgery/procedure - 5 Figure 5: Top 5 most common complaint subjects In quarter one of 2016-17, UHCW aligned the subjects and sub-subject recording to meet the criteria set by NHS Digital. The update facilitates external reporting and more detailed data to perform thematic analysis. Learning and Improvement Examples of action taken as a result of individual complaints: ID Complaint summary Outcome and Actions Taken The Trust acknowledged that communication could have been better and apologised for any concern caused. The Trust confirmed that it was not usual to administer pain relief 13273 but appreciated that every patient’s Complaint raised regarding pain threshold is different. communication about dural tear and after surgery care. Also raised concerns about Action the Group Manager created – the drain being removed and stiches being a leaflet regarding aftercare and what carried out without anaesthetic. to expect following this procedure.
being relating to the Emergency Department and 23 to Acute. Women and Children’s received the third highest number of complaints with 24 being received about Gynaecology and 23 Maternity. Surgery, Women and Children’s and the Emergency Department also received the highest number of complaints in 2015-16. Subject Breakdown Top 5 Subjects 2016 -17 Top 3 Sub-subjects Clinical Treatment - Surgical 94 Delay or failure in treatment or procedure - 20 Delay in treatment - 12 Post-treatment complications - 11 Clinical Treatment - General Medicine Group 76 Delay in treatment - 11 Other - Clinical Treatment - 9 Incorrect diagnosis - 8 Clinical Treatment - Accident & Emergency 53 Delay or failure to diagnose (inc. e.g. missed fracture) - 17 in treatment - 11 Delay or failure in treatment or procedure - 6 Admissions, Discharges & Transfers (exc. delayed discharge due to absence of care package - see Integrated care) 52 Discharged too early - 15 Discharge Arrangements (inc. lack of or poor planning)- 12 Cancelled/rescheduled surgery/procedure - 10 Communications 47 Communication with patient - 16 Communication with relatives/carers - 10 Cancelled/rescheduled surgery/procedure - 5 Figure 5: Top 5 most common complaint subjects In quarter one of 2016-17, UHCW aligned the subjects and sub-subject recording to meet the criteria set by NHS Digital. The update facilitates external reporting and more detailed data to perform thematic analysis. Learning and Improvement Examples of action taken as a result of individual complaints: ID Complaint summary Outcome and Actions Taken 13273 Complaint raised regarding communication about dural tear and after surgery care. Also raised concerns about the drain being removed and stiches being carried out without anaesthetic. The Trust acknowledged that communication could have been better and apologised for any concern caused. The Trust confirmed that it was not usual to administer pain relief but appreciated that every patient’s pain threshold is different. Action – the Group Manager created a leaflet regarding aftercare and what to expect following this procedure.
Complaints%20and%20PALS%20Annual%20Report%202016_17.docx