Action plan/discussions in progress to implement Aderma Heel pads as a preventative measure. 2.7 Patient Feedback 2.7.1 Complaints Complaints management is critical to ensuring the Trust not only responds to the complainant in a timely manner, but to ensure the learning from complaints is translated into action. Complaints data enables the Trust to determine if there are any trends in subject matter, location or personnel. Table 2 portrays that the total number of complaints received in January was 16. The number of complaints received equate to 0.6% of all inpatients in over this period. This is against inpatient activity of 2,793, Emergency Department attendance of 3,777, Outpatient Department attendance of 9,058 and Day case activity of 1,241. The Trust was also pleased to receive and record 83 compliment letters during January. All complainants are offered the opportunity to meet with relevant staff should they wish. Three complaint resolution meetings were held in January resulting in satisfactory resolution for the complainant. Should complainants remain unsatisfied with the final response from the Trust, and all options for internal resolution have been exhausted, complainants are advised of the option to refer their complaint to the Complaints Ombudsman. One complaint was referred to the Complaints Ombudsman in January. One decision was received by the Ombudsman following an investigation this month. The decision was to uphold the complaint against the Trust and a recommendation for financial redress of £15,000 was made. Table 2: Year Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec Total 278 22 28 26 16 36 25 25 18 26 21 19 16 2012 208 17 22 21 19 11 14 17 21 12 24 12 18 2013 16 16 2014 The Trust aims to provide a full response to all complainants within 30 working days. The response time to complaints as demonstrated in Figure 10 demonstrates the commitment of the Trust to resolve complaints in a timely manner. The response rate of 77% in January achieved by
Action plan/discussions in progress to implement Aderma Heel pads as a preventative measure. 2.7 Patient Feedback 2.7.1 Complaints Complaints management is critical to ensuring the Trust not only responds to the complainant in a timely manner, but to ensure the learning from complaints is translated into action. Complaints data enables the Trust to determine if there are any trends in subject matter, location or personnel. Table 2 portrays that the total number of complaints received in January was 16. The number of complaints received equate to 0.6% of all inpatients in over this period. This is against inpatient activity of 2,793, Emergency Department attendance of 3,777, Outpatient Department attendance of 9,058 and Day case activity of 1,241. The Trust was also pleased to receive and record 83 compliment letters during January. All complainants are offered the opportunity to meet with relevant staff should they wish. Three complaint resolution meetings were held in January resulting in satisfactory resolution for the complainant. Should complainants remain unsatisfied with the final response from the Trust, and all options for internal resolution have been exhausted, complainants are advised of the option to refer their complaint to the Complaints Ombudsman. One complaint was referred to the Complaints Ombudsman in January. One decision was received by the Ombudsman following an investigation this month. The decision was to uphold the complaint against the Trust and a recommendation for financial redress of £15,000 was made. Table 2: Year Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec Total 2012 22 28 26 16 36 25 25 18 26 21 19 16 278 2013 17 22 21 19 11 14 17 21 12 24 12 18 208 2014 16 16 The Trust aims to provide a full response to all complainants within 30 working days. The response time to complaints as demonstrated in Figure 10 demonstrates the commitment of the Trust to resolve complaints in a timely manner. The response rate of 77% in January achieved by
Agenda%20Item%20909%2014%20-%20Integrated%20Performance%20Report%20-%20February.docx