The national standard for efficiency is that complaints should be dealt with within six months, a standard with which we comply. In our year one assessment, we believed that we were not consistently meeting our own internal standards for the speed with which complaints are handled and that there is scope for improvement as regards the overall efficiency of our complaints process. We therefore held a improvement event, on complaints, during winter 2011, which we used to review our complaints policy and to embed appropriate standards and expectations at each stage of the process. As a result: we have improved the efficiency of complaints handling greatly in the past year, with the number of complaints pending having dropped from 309 to 88 we have not yet secured full implementation of the new complaints policy, as directorates require further training and support in sustaining appropriate dialogue with complainants, will be complete by March 2013 we are planning a higher profile presence and branding for PALS, with more staff resource allocated there, for de-escalation of potential complaints. The extent to which our responses are "respectful" is hard to measure. We have, however, surveyed our complaints and randomly selected those which refer to issues arising from patients belonging to particular protected characteristics and looked for evidence indicative of a "respectful" approach. Results are as follows: Complaint 5257 (Age / Dementure) Open admission of failings and actions to address them. Complaint 6292 (Disability) Patient was offered a second opinion, over a disputed decision as regards provision of an aid, even though we felt the initial decision was justified. Complaint 5773 (Gender, Maternity / Pregnancy) Acknowledgement made of difficult context, apology given for shortcomings and explanation of remedial action. Complaint 4958 (Race) As response gives a detailed summary of care and supporting rationale, although the issues were clinical rather than directly racial. Complaint 5445 (Religion) Substance of patient complaint and acknowledged and claim for compensation politely refuted. The issues were clinical, rather than directly Complaint 6357 (LGB) Formal investigation carried out, even though concerns expressed appear prima facie improbable and could have been due to aspects of the patient's illness. Complaint 4914 (Transgender) Routine reassurance given to patient; note made on patient's record giving the gender by which he would like to be known.
The national standard for efficiency is that complaints should be dealt with within six months, a standard with which we comply. In our year one assessment, we believed that we were not consistently meeting our own internal standards for the speed with which complaints are handled and that there is scope for improvement as regards the overall efficiency of our complaints process. We therefore held a improvement event, on complaints, during winter 2011, which we used to review our complaints policy and to embed appropriate standards and expectations at each stage of the process. As a result: we have improved the efficiency of complaints handling greatly in the past year, with the number of complaints pending having dropped from 309 to 88 we have not yet secured full implementation of the new complaints policy, as directorates require further training and support in sustaining appropriate dialogue with complainants, will be complete by March 2013 we are planning a higher profile presence and branding for PALS, with more staff resource allocated there, for de-escalation of potential complaints. The extent to which our responses are "respectful" is hard to measure. We have, however, surveyed our complaints and randomly selected those which refer to issues arising from patients belonging to particular protected characteristics and looked for evidence indicative of a "respectful" approach. Results are as follows: Complaint 5257 (Age / Dementure) Open admission of failings and actions to address them. Complaint 6292 (Disability) Patient was offered a second opinion, over a disputed decision as regards provision of an aid, even though we felt the initial decision was justified. Complaint 5773 (Gender, Maternity / Pregnancy) Acknowledgement made of difficult context, apology given for shortcomings and explanation of remedial action. Complaint 4958 (Race) As response gives a detailed summary of care and supporting rationale, although the issues were clinical rather than directly racial. Complaint 5445 (Religion) Substance of patient complaint and acknowledged and claim for compensation politely refuted. The issues were clinical, rather than directly Complaint 6357 (LGB) Formal investigation carried out, even though concerns expressed appear prima facie improbable and could have been due to aspects of the patient's illness. Complaint 4914 (Transgender) Routine reassurance given to patient; note made on patient's record giving the gender by which he would like to be known.
EDS2%20detailed%20assessment%20published.docx