The graph above shows that most positive comments were received when a complaint was upheld and that the negative comments were received for complaints where the issues were not upheld. It is well recognised that there is a correlation between outcome and satisfaction with the outcome of the complaint investigation. Themes and Comments Themes Total Happy with investigation/outcome 15 Unhappy with investigation/outcome 13 Other 7 Complaints process 6 Unhappy with the investigation 4 Timeliness 3 Further questions 1 Communication 1 Positive Comments The patient is impressed with the way her complaint was handled. She was kept informed of developments. Happy with the input from the Consultant. Received a quick response. The process was explained and the timescale of full response. She received a thorough reply and was offered the opportunity to give feedback. Admitted early on, apologised promptly and identified meaningful steps to remedy the situation Issues were dealt with speed and thoroughness. She was pleased with the initial response from the PALS. Felt totally at ease in making the complaint. Complaint was handled very quickly and in a professional manner. The patient found every staff member she spoke to very helpful and polite. The complainant feels his complaint was dealt with adequately. Complaint was responded to quickly and she received a detailed response. The process worked well. The patient feels happy about receiving two phone calls regarding the complaint.
The graph above shows that most positive comments were received when a complaint was upheld and that the negative comments were received for complaints where the issues were not upheld. It is well recognised that there is a correlation between outcome and satisfaction with the outcome of the complaint investigation. Themes and Comments Themes Total Happy with investigation/outcome 15 Unhappy with investigation/outcome 13 Other 7 Complaints process 6 Unhappy with the investigation 4 Timeliness 3 Further questions 1 Communication 1 Positive Comments The patient is impressed with the way her complaint was handled. She was kept informed of developments. Happy with the input from the Consultant. Received a quick response. The process was explained and the timescale of full response. She received a thorough reply and was offered the opportunity to give feedback. Admitted early on, apologised promptly and identified meaningful steps to remedy the situation Issues were dealt with speed and thoroughness. She was pleased with the initial response from the PALS. Felt totally at ease in making the complaint. Complaint was handled very quickly and in a professional manner. The patient found every staff member she spoke to very helpful and polite. The complainant feels his complaint was dealt with adequately. Complaint was responded to quickly and she received a detailed response. The process worked well. The patient feels happy about receiving two phone calls regarding the complaint.
appendices_1-6_for_hospital_services_task_group_16-11-2017_0.docx