Complaint statistics and categorisation.

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Dear Mr Oakley

Freedom of Information Enquiry

Thank you for your recent enquiry under the Freedom of Information Act.
Please find your response detailed below.

Requesters Question:

1. Can you please explain how complaints to NHS Bedfordshire are
categorized as formal/informal and how they are grouped together and
counted as one complaint and when this is done?

NHS Bedfordshire does not differentiate between formal and informal
complaints, nor are complaints grouped together and counted as one.

2. Can you also provide me with your complaints statistics both formal and
informal, since August 2007?

Hospital and Community Health Services Complaints 2008/2009

Part 1:
Written complaints received from 1 April 2008 to 31 March 2009 by service
area and local resolution action where the time limit was 25 days
Local
Resolution
Action
B C
Concluded Concluded
after after
A more than more than
Service Area Total A 25 25
number Concluded working working D
of written within 25 days days Still
complaints working with without being
received days consent consent pursued
1 - Hospital
1 acute services: 2 1 1 0 0
Inpatient
2 - Hospital
2 acute services: 1 1 0 0 0
Outpatient
3 - Hospital
3 acute services: 0 0 0 0 0
A&E
4 - Elderly
4 (geriatric) 0 0 0 0 0
services
5 5 - Mental 1 1 0 0 0
health services
6 6 - Maternity 2 0 2 0 0
services
7 7 - Ambulance 0 0 0 0 0
services
8 - Community
8 hospital 6 4 1 0 1
services
9 9 - NHS Direct 0 0 0 0 0
10 10 - Walk in 0 0 0 0 0
centres
11 - Other
11 community health 35 26 9 0 0
services
12 12 - PCT 9 7 2 0 0
commissioning
13 13 - Other 3 2 1 0 0
99 14 - TOTAL 59 42 16 0 1

Part 2:
Written complaints received from 1 April 2008 to 31 March 2009, by
profession
A
Total number of
Profession written complaints
received
1 1 - Medical (including surgical) 6
2 2 - Dental (including surgical) 3
3 3 - Professions supplementary to medicine 14
4 4 - Nursing, Midwifery and Health Visiting 17
5 5 - Scientific, Technical and Professional 5
6 6 - Ambulance crews (including paramedics) 0
7 7 - Maintenance and Ancillary staff 0
8 8 - PCT Administrative staff / members (exc GP 10
admin)
9 9 - Trust Administrative staff / members 0
10 10 - Other 4
99 11 - TOTAL 59

Part 3:
Written complaints received from 1 April 2008 to 31 March 2009, by subject
of complaint
A
Total number of
Subject of complaint written complaints
received
1 1 - Admissions, discharge and transfer 1
arrangements
2 2 - Aids and appliances, equipment, premises 3
(including access)
3 3 - Appointments, delay / cancellation 11
(outpatient)
4 4 - Appointments, delay / cancellation 0
(inpatient)
5 5 - Length of time waiting for a response, or to 0
be seen: NHS Direct
6 6 - Length of time waiting for a response, or to 0
be seen: Walk in centres
7 7 - Attitude of staff 5
8 8 - All aspects of clinical treatment 11
9 9 - Communication / information to patients 2
(written and oral)
10 10 - Consent to treatment 0
11 11 - Complaints handling 1
12 12 - Patients privacy and dignity 1
13 13 - Patients property and expenses 0
14 14 - PCT commissioning (including waiting lists) 5
15 15 - Independent sector services commissioned by 0
PCTs
16 16 - Independent sector services commissioned by 0
trusts
17 17 - Personal records (including medical and / or 0
complaints)
18 18 - Failure to follow agreed procedures 1
19 19 - Patient's status, discrimination (e.g. 0
racial, gender, age)
20 20 - Mortuary and post mortem arrangements 0
21 21 - Transport (ambulances and other) 0
22 22 - Policy and commercial decisions of trusts 10
23 23 - Code of openness - complaints 0
24 24 - Hotel services (including food) 0
25 25 - Other 8
99 26 - TOTAL 59

Part 4:
Written complaints received from 1 April 2008 to 31 March 2009, by ethnic
category of patient
A
Total number of
Ethnic category of patient written complaints
received
1 1 - A - White : British 0
2 2 - B - White : Irish 0
3 3 - C - White : Other White 0
4 4 - D - Mixed : White & Black 0
Caribbean
5 5 - E - Mixed : White & Black African 0
6 6 - F - Mixed : White & Asian 0
7 7 - G - Mixed : Other Mixed 0
8 8 - H - Asian or Asian British : 0
Indian
9 9 - J - Asian or Asian British : 0
Pakistani
10 10 - K - Asian or Asian British : 0
Bangladeshi
11 11 - L - Asian or Asian British : 0
Other Asian
12 12 - M - Black or Black British : 0
Black Caribbean
13 13 - N - Black or Black British : 0
Black African
14 14 - P - Black or Black British : 0
Other Black
15 15 - R - Other Ethnic : Chinese 0
16 16 - S - Other Ethnic : Other Ethnic 0
Category
17 17 - Z - Not Stated 59
99 18 - TOTAL 59

Part 5:
Written complaints received from 1 April 2008 to 31 March 2009, by ethnic
category of staff involved
A
Total number of
Ethnic category of staff involved written complaints
received
1 1 - A - White : British 0
2 2 - B - White : Irish 0
3 3 - C - White : Other White 0
4 4 - D - Mixed : White & Black Caribbean 0
5 5 - E - Mixed : White & Black African 0
6 6 - F - Mixed : White & Asian 0
7 7 - G - Mixed : Other Mixed 0
8 8 - H - Asian or Asian British : Indian 0
9 9 - J - Asian or Asian British : Pakistani 0
10 10 - K - Asian or Asian British : Bangladeshi 0
11 11 - L - Asian or Asian British : Other Asian 0
12 12 - M - Black or Black British : Black 0
Caribbean
13 13 - N - Black or Black British : Black African 0
14 14 - P - Black or Black British : Other Black 0
15 15 - R - Other Ethnic : Chinese 0
16 16 - S - Other Ethnic : Other Ethnic Category 0
17 17 - Z - Not Stated 59
99 18 - TOTAL 59

Please note that this response has been provided within the 20 working day
timeframe as stipulated in the Act.

NHS Bedfordshire does not allow information gained under the Act to be
reused in a raw or analysed state.

If you disagree with our decision or are otherwise dissatisfied with how
we have dealt with your request in the first instance you may approach our
Information Governance Records Coordinator in writing:

Tania Do Carmo e Souza

Gilbert Hitchcock House

21 Kimbolton Road

Bedford

MK40 2AW

Should you remain dissatisfied with the outcome you have a right under s50
of the Freedom of Information Act to appeal against the decision by
contacting:

Information Commissioner

Wycliffe House

Water Lane

Wilmslow

SK9 5AF

Any future correspondence you may have with Bedfordshire NHS in relation
to this matter should be marked private and confidential and sent to me.

Yours sincerely

Tania Do Carmo e Souza

Information Governance Records Coordinator

Bedfordshire NHS

Gilbert Hitchcock House

Kimbolton Road 21

MK40 2AW

Tel: 01234 795714 ext 3973

[mobile number]