Complaint Handling

Sheri Brown made this Rhyddid Gwybodaeth request to Ealing Hospital NHS Trust

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

Roedd y cais yn llwyddiannus.

Dear Ealing Hospital NHS Trust,

1. How are complaints, compliments and feedback handled at the Trust? This data might be obtained by means such as email, phone, letter, piece of paper in a hospital reception etc. etc. Is there a central place where this data is collated?

2. Does your Trust employ dedicated staff for this purpose? If so how many?

3. Is this data handled on site or is it subcontracted/held-off site?

4. Are complaints and feedback collated and then reported to authorised people, such as the Trusts board or senior managers?
5. Who is in charge of complaints and feedback, if anyone?
6. Is there a standard procedure to follow if complaints and feedback data is obtained?

7. What are the operational costs to the Trust for complaints and feedback, excluding redress (staff costs, computer and software costs, storage costs, legal costs, search costs, report compilation costs, maintenance and any other considerations)?

8. Could you please supply your most recent annual complaint volume figures and the preceding 3 year volumes please?

9. Do you capture and measure concern data separately?

Yours faithfully,

Sheri Brown

FOI (EALING HOSPITAL NHS TRUST), Ealing Hospital NHS Trust

Dear Sheri,

Thank you for your request.

Your request was received on the 14th March 2014, and I am now dealing with your request under the Freedom of Information Act 2000.

Your reference number is FOI/14/008

In some circumstances a fee may be payable and if that is the case, I will let you know. A fees notice will be issued to you, and you will be required to pay before we will proceed to deal with your request.

If you have any queries about this letter, please contact me. Please remember to quote the reference number above in any future communications.

Thank you

Kind regards,

Satti Sekhon
Communications and Administrative Assistant to the Board Secretary

Corporate Affairs Department
Ealing Hospital NHS Trust, Uxbridge Road, Southall, UB1 3HW
Tel: 0208 967 5664 - Email: [email address]
[email address]

Incorporating the Community Services of Brent, Ealing and Harrow

dangos adrannau a ddyfynnir

Sekhon Satwant (EALING HOSPITAL NHS TRUST), Ealing Hospital NHS Trust

2 Atodiad

 

 

RE: FOI/14/008

 

Dear Sheri,

 

Thank you for your freedom of information request. 

 

Please find attached our response together with an excel spreadsheet in
response to Q7.

 

Kind regards

 

Satti Sekhon

Communications and Administrative Assistant to the Board Secretary

 

 

Corporate Affairs Department

Ealing Hospital NHS Trust, Uxbridge Road, Southall, UB1 3HW

Tel: 0208 967 5664 - Email: [1]satwant.sekhon@nhs.net 

[2][email address]

 

Incorporating the Community Services of Brent, Ealing and Harrow

 

 

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