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Complaints
G Heyes made this Freedom of Information request to Wrightington, Wigan and Leigh NHS Foundation Trust
The request was successful.
From: G Heyes
11 September 2009
Dear Sir or Madam,
Can you please tell me the number of complaints made by members of
the public that have been found to be true and upheld in the last 5
year
Yours faithfully,
G Heyes
From: Northall Clare
Wrightington, Wigan and Leigh NHS Foundation Trust
30 September 2009
Dear G Heyes
Please find attached the response to your recent Freedom of Information
request.
If there is anything else I can help you with please do not hesitate to
contact me.
Regards
Clare Northall
Communications Assistant
Communications Department
Wrightington, Wigan & Leigh NHS Foundation Trust
t. 01942 82 2590
e. [email address]
Royal Albert Edward Infirmary
Trust HQ The Elms Wigan Lane
Wigan WN1 2NN
show quoted sections
From: G Heyes
30 September 2009
Dear Northall Clare,
Has the Trust considered setting up a database to hold this type of
information
Yours sincerely,
G Heyes
From: Northall Clare
Wrightington, Wigan and Leigh NHS Foundation Trust
5 October 2009
Dear G Heyes
We do have a database which holds complaints related information.
However we have never recorded whether or not a complaint is 'upheld.
This is because we have always regarded ALL complaints as valuable
feedback, regardless of the findings of our enquiries. If anyone feels
strongly enough to make a complaint we have a duty to take them
seriously and we would never write back and say 'your complaint was not
upheld'. Some complaints are without foundation, but may have been due
to a misunderstanding, so we would take from that lessons about
communication. How would you classify this - 'upheld' or 'partially
upheld' or 'not upheld' ? We prefer to just log as a complaint, assure
the complainant that we are taking it seriously and try to extract
lessons and improve the service.
Regards
Clare Northall
Communications Assistant
Communications Department
Wrightington, Wigan & Leigh NHS Foundation Trust
t. 01942 82 2590
e. [email address]
Royal Albert Edward Infirmary
Trust HQ The Elms Wigan Lane
Wigan WN1 2NN
show quoted sections
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