Complaints/Adverse Incidents/Serious Incidents.

The request was successful.

Dear East of England Ambulance Service NHS Trust,

Please provide under the Freedom Of Information Act 2000 the following.

The number of complaints, adverse incidents and serious adverse incidents including those brought up internally i.e. through Datix that the trust has received since the beginning of January 2013 until the Date you process my request for the following areas.
Emergency Control Room, Emergency Medical Services including any Urgent Care/Intermediate Tier Service, Community First Responder/Uniformed First Responder.

For each area of operation listed above can you please also give the brief reason/detail/reason for each complaint or incident(redacting any patient identifiable or personal information such as names of staff etc in order for it to be released publicly).

What severity it was graded initially.

How it was received and whom by, i.e. patient, staff, police, fire, health board or other. The method used i.e. telephone, letter, datix etc.

A full copy of the final report for each incident and how the incident was investigated and what was found subsequently as a result of the investigation. I.e. No case to answer, incorrect address, incorrectly catagorised by the call handler, 999 call was not compliant with AMPDS/Pathways, vehicle not allocated when it was available and should have been sent. Please give as much details as possible again, redacting person/identifiable information where required.

Whether the trust upheld the complaint.

Any coroner/Ombudsman/police findings fed back to the trust as a result.

The severity grading it was given after investigation.

The actions taken as a result of each incident, i.e. AMPDS feedback, disiplinary procedure, lessons learnt or new protocol put in place.

What compensation or feedback was awarded as a result of each incident.

If the time frame exceeds the costs/time set down by the FOIA please adjust the time scale accordingly to meet the levels. I.e. the last 12 months.

Yours faithfully,

Joshua Jones

foi (EAST OF ENGLAND AMBULANCE SERVICE NHS TRUST),

Thank you for your email. This acknowledgement has been triggered
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Information Governance Department. Your request will be dealt with under
the Freedom of Information Act 2000 and it is our intention to respond to
you within twenty working days.

Please note that the volume of FoI requests received by this Trust now
exceeds available resources and given the need for all Trusts to reduce
corporate expenditure to within those targets set by the Carter Review, no
additional capacity is available to support our increasing workload.
Depending on the complexity and volume of your request, this context may
impact on our ability to respond to your request as soon as we would like.

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foi (EAST OF ENGLAND AMBULANCE SERVICE NHS TRUST),

3 Attachments

Dear Joshua

Further to your email dated 19th December 2017, and with our apologies for
the delay, please find the Trust's response below.  Your request has been
allocated the following reference: 14127, please could you quote this
reference in any future correspondence with the Trust.

The number of complaints, adverse incidents and serious adverse incidents
including those brought up internally i.e. through Datix that the trust
has received since the beginning of January 2013 until the Date you
process my request for the following areas.

Emergency Control Room, Emergency Medical Services including any Urgent
Care/Intermediate Tier Service, Community First Responder/Uniformed First
Responder.

For each area of operation listed above can you please also give the brief
reason/detail/reason for each complaint or incident(redacting any patient
identifiable or personal information such as names of staff etc in order
for it to be released publicly).

What severity it was graded initially.

How it was received and whom by, i.e. patient, staff, police, fire, health
board or other. The method used i.e. telephone, letter, datix etc.

A full copy of the final report for each incident and how the incident was
investigated and what was found subsequently as a result of the
investigation. I.e. No case to answer, incorrect address, incorrectly
catagorised by the call handler, 999 call was not compliant with
AMPDS/Pathways, vehicle not allocated when it was available and should
have been sent. Please give as much details as possible again, redacting
person/identifiable information where required.

Whether the trust upheld the complaint.

Any coroner/Ombudsman/police findings fed back to the trust as a result.

The severity grading it was given after investigation.

The actions taken as a result of each incident, i.e. AMPDS feedback,
disiplinary procedure, lessons learnt or new protocol put in place.

 

What compensation or feedback was awarded as a result of each incident.

Please find attached the information the Trust is able to locate and
collate within the 18 hour limit laid down under the Freedom of the
Information Act.  We will be applying exemption s.12 to the remaining
information.

 

Under exemption s.16 of the Freedom of Information we are obliged to offer
assistance to requestors, therefore in addition to the information
provided would recommend you view the following link to see the Trust's
expenditure in relation to claims over the past few years (factsheet 5): 
[1]http://www.nhsla.com/pages/publications....

 

In addition, we could look to provide the following if useful:

 

Complaints - We received majority of the complaints via email and
telephone and a few by letter, we could provide a months’ worth of data as
an example of the ratio.

 

Coroner/police feedback - we could provide this data for 2 months only as
every single complains/incident file would need to be opened and
cross-referenced with our inquest/police files.

I am obliged to advise you that if you are dissatisfied with the Trust’s
response to your request you have a right to complain to the Trust and
should set out your concerns to the Freedom of Information Officer, EEAST,
Hospital Approach, Broomfield, Chelmsford, Essex, CM1 7WS or by email to
[East of England Ambulance Service NHS Trust request email]. If you remain dissatisfied following this, you have a
right under Section 50 of the FOIA to seek a determination from the
Information Commissioner on whether the Act has been properly applied by
the Trust. For more information, please see [2]www.ico.gov.uk/

 

Under the Accessible Information Standard the Trust is required to ask our
FoI applicants equality and diversity questions. You are under no
obligation; however we would be grateful if you could complete the form
attached and email this back to us.

 

Please do not hesitate to contact me should you require any further
information.

 

Kind regards

FoI Officer

East of England Ambulance Service NHS Trust

Please note our new email address: [East of England Ambulance Service NHS Trust request email]

________________________________________

From: Joshua Jones <[FOI #453261 email]>

Sent: 19 December 2017 14:41

To: foi (EAST OF ENGLAND AMBULANCE SERVICE NHS TRUST)

Subject: Freedom of Information request - Complaints/Adverse
Incidents/Serious Incidents.

Dear East of England Ambulance Service NHS Trust,

Please provide under the Freedom Of Information Act 2000 the following.

The number of complaints, adverse incidents and serious adverse incidents
including those brought up internally i.e. through Datix that the trust
has received since the beginning of January 2013 until the Date you
process my request for the following areas.

Emergency Control Room, Emergency Medical Services including any Urgent
Care/Intermediate Tier Service, Community First Responder/Uniformed First
Responder.

For each area of operation listed above can you please also give the brief
reason/detail/reason for each complaint or incident(redacting any patient
identifiable or personal information such as names of staff etc in order
for it to be released publicly).

What severity it was graded initially.

How it was received and whom by, i.e. patient, staff, police, fire, health
board or other. The method used i.e. telephone, letter, datix etc.

A full copy of the final report for each incident and how the incident was
investigated and what was found subsequently as a result of the
investigation. I.e. No case to answer, incorrect address, incorrectly
catagorised by the call handler, 999 call was not compliant with
AMPDS/Pathways, vehicle not allocated when it was available and should
have been sent. Please give as much details as possible again, redacting
person/identifiable information where required.

Whether the trust upheld the complaint.

Any coroner/Ombudsman/police findings fed back to the trust as a result.

The severity grading it was given after investigation.

The actions taken as a result of each incident, i.e. AMPDS feedback,
disiplinary procedure, lessons learnt or new protocol put in place.

What compensation or feedback was awarded as a result of each incident.

If the time frame exceeds the costs/time set down by the FOIA please
adjust the time scale accordingly to meet the levels. I.e. the last 12
months.

Yours faithfully,

Joshua Jones

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