Mental health complaints statistics

K Dandy made this Rhyddid Gwybodaeth request to Pennine Care NHS Foundation 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 rhannol lwyddiannus.

Dear Pennine Care NHS Foundation Trust,

Please provide statistics about the total number of complaints made about community mental health services in the Stockport area provided by Pennine Care NHS Foundation trust. In particular, please include:

- Number of complaints recieved regarding access to care act assessments and services for people with mental health needs

- Number of complaints recieved regarding access to a mental health assessment

-Number of complaints recieved regarding treatment and diagnosis

- Number of complaints recieved about access to, the provision of and discharge from CPA (care program approach)

- Number of complaints recieved about access to, the provision of and discharge from secondary mental health services

-Number of complaints recieved relating to/ mentioning the attitude of trust staff or competence

Please state the number of all complaint types above upheld, partially upheld and not upheld

Please also provide statistics for:

- The number of adults in Stockport who requested or were referred to you for a mental health assessment, how many of these assessments were actually provided and how many people were then a)provided with secondary care services, b)provided care coordination/ CPA, c) provided with services under the care act

-The number of adults in Stockport with mental health needs who requested a care act assessment, and how many of these assessments were actually provided

- The total number of carers assessments requested from carers of people with mental health needs, the actual number who were provided with an assessment, and the total number who were then provided with a care plan/ services to meet their own needs as a carer

- The total number of incidents and serious incidents occuring in patients under the care of the trust

-The total number of suicides of individuals under the care of the trust

- The total number of suicides of individuals who were previously under the care of the trust

-The total number of legal proceedings brought against the trust regarding access to and provision of community mental health services, including those which were settled prior to judicial review

Please provide all information requested for 2015-present

Yours faithfully,

K Dandy

PENNINECARE, Foi (PENNINE CARE NHS FOUNDATION TRUST), Pennine Care NHS Foundation Trust

 

Dear Mr Dandy,

 

FOI ref: 2019/0451

 

Thank you for your request for information dated 7^th March 2019.

 

We will consider your request under the Freedom of Information Act 2000.
You should receive a response within 20 working days - in this case by
4^th April 2019.  Please be aware, the information you have requested may
not be disclosed to you if it is exempt.

 

We will inform you if:

•               we are unable to achieve the 20 working day deadline. We
aim to give you a revised due date as soon as possible.

•               we are unable to give you the information as responding to
your request exceeds the ‘appropriate limit’. This would apply if it would
take us longer than 18 hours to retrieve, collate and provide the
information you request.

•               your request (in full or in part) needs be transferred to
another public authority to obtain the information you have requested

 

If you have any questions about this request, please contact me quoting
the reference number above.

 

 

 

Yours sincerely,

 

Julie Higginbottom

Information Governance Administrator

 

Pennine Care NHS Foundation Trust

225 Old Street

Ashton-under-Lyne OL6 7SR

 

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dangos adrannau a ddyfynnir

Dear PENNINECARE, Foi (PENNINE CARE NHS FOUNDATION TRUST),

Thanks for your help and I look forward to receiving the response. Sorry it’s so long!

Yours sincerely,

K Dandy

PENNINECARE, Foi (PENNINE CARE NHS FOUNDATION TRUST), Pennine Care NHS Foundation Trust

 

Dear Mr Dandy,

 

FOI ref: 2019/0451

 

In order for us to proceed with your request our business area requires
some clarification from you as follows:

 

Please provide statistics about the total number of complaints made about
community mental health services in the Stockport area provided by Pennine
Care NHS Foundation trust.  In particular, please include:

 

- Number of complaints received regarding access to care act assessments
and services for people with mental health needs

- Number of complaints received regarding access to a mental health
assessment

-Number of complaints received regarding treatment and diagnosis

- Number of complaints received about access to, the provision of and
discharge from CPA (care program approach)

- Number of complaints received about access to, the provision of and
discharge from secondary mental health services

-Number of complaints received relating to/ mentioning the attitude of
trust staff or competence

Please state the number of all complaint types above upheld, partially
upheld and not upheld

 

In relation to the above questions; please clarify if you are seeking
information just for the CMHT (Community Mental Health Team) or are you
seeking information for all community services in the Stockport area
provided by the Trust (which could include things like CAMHS (Child and
Adolescent Mental Health Services), Drug and Alcohol Services, etc.)?

 

 

Your request will be put on hold until we receive your response.

 

Yours sincerely,

 

 

Julie Higginbottom

Information Governance Administrator

 

Pennine Care NHS Foundation Trust

225 Old Street

Ashton-under-Lyne OL6 7SR

 

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dangos adrannau a ddyfynnir

Dear PENNINECARE, Foi (PENNINE CARE NHS FOUNDATION TRUST),

It’s just for CMHT thank you.

Yours sincerely,

K Dandy

PENNINECARE, Foi (PENNINE CARE NHS FOUNDATION TRUST), Pennine Care NHS Foundation Trust

Good morning Mr Dandy

In processing your request, I have noticed similarities between the request you have made, and requests previously received by the Trust.

For this reason, I wanted to remind you that - under the Freedom of Information Act - requesters are obliged to provide their real name. Failure to provide your real name invalidates your request.

If the requester doesn't provide their real name, and then feel a need to complain to the Information Commissioner's Office (the ICO) about the handling of their request, the ICO will be unable to investigate, as the request won't be valid.

From preliminary discussions with the business areas processing your request, there are concerns that providing the requesting information could take over 18hrs. As you may be aware, this will mean your request is refused, and you'll be advised what we can provide.

This has not yet been confirmed by the business area in question, however, I want to ensure that - if we do need to refuse your request - your rights of complaint are not prejudiced.

With that in mind, could you please confirm K Dandy is your real name? Alternatively, if you have made the request under an alias, could you please provide your real name?

Your request will be kept on hold until confirmation is received.

Kind regards

Sarah Browne
Senior Information Governance & Risk Officer
Pennine Care NHS Foundation Trust
225 Old Street
Ashton-under-Lyne
OL6 7SR

Telephone: 0161 716 3146

Email:t[Pennine Care NHS Foundation Trust request email]
Website: www.penninecare.nhs.uk

dangos adrannau a ddyfynnir

Dear PENNINECARE, Foi (PENNINE CARE NHS FOUNDATION TRUST),

Yes Kaylee Dandy is my name and not an alias.
If the request is too long, I’m happy to trim it down to the absolute key bits I need about complaints statistics if that helps?

Yours sincerely,

K Dandy

PENNINECARE, Foi (PENNINE CARE NHS FOUNDATION TRUST), Pennine Care NHS Foundation Trust

Not a problem, and thank you for confirming.

We'll get that processed for you Kaylee, and apologies for mis-pronouning you!

Kind regards

Sarah Browne
Senior Information Governance & Risk Officer
Pennine Care NHS Foundation Trust
225 Old Street
Ashton-under-Lyne
OL6 7SR

Telephone: 0161 716 3146
Email: [email address]
Website: www.penninecare.nhs.uk

dangos adrannau a ddyfynnir

PENNINECARE, Foi (PENNINE CARE NHS FOUNDATION TRUST), Pennine Care NHS Foundation Trust

Dear Ms Dandy,

 

FOI ref: 2019/0451

 

Further to your email below, I can now respond to your request dated 7^th
March 2019 and clarified on 21^st March 2019.

 

Pennine Care NHS Foundation Trust (the Trust) does not hold the
information that you have requested in as easily retrievable format.

 

To provide the information for Questions 1 to 6 would take over 18 hours
as we do not centrally record complaints against all of the categories
requested. In relation to Question 1; as a Trust we do not carry out Care
Act Assessments (CAA), but complaints could still be linked to the LA Care
Act assessment.  For us to establish this, we would need to manually
review all the cases we have received for adult and older peoples’ CMHT in
Stockport in the requested period, in order to identify and collate this
information. In relation to Questions 2 to 6 – we would need to carry out
further manual reviews of the cases received in order to identify and
collate the breakdown of information requested. This would take in excess
of 18 hours.

 

Furthermore, regarding Question 8; The number of adults in Stockport who
requested or were referred to you for a mental health assessment, how many
of these assessments were actually provided and how many people were then
a)provided with secondary care services, b)provided care coordination/
CPA, c) provided with services under the care act.

Whilst we centrally record data relating to referrals and activity;
details of assessments are not held as a specific data item. Therefore we
would need to manually review patient case files to retrieve  assessments
carried out, and then identify and collate the requested information. This
would also take in excess of 18hrs.

 

Lastly, in relation to Questions 12 and 13 relating to incidents – we are
unable to confirm if a suicide related to a current or a former patient
without carrying out a manual review of each case and then cross
referencing against the incidents recorded in our clinical system. This
would also take in excess of 18hrs.

 

Therefore, as per Section 12(1) of the Freedom of Information Act 2000,
the cost of providing you with the information is above the amount to
which we are legally required to respond i.e. the cost of locating and
retrieving the information exceeds the ‘appropriate level’ as stated in
the Freedom of Information (Fees and Appropriate Limit) Regulations 2004.

 

In accordance with the S.17 of the Freedom of Information Act, this
correspondence is your Refusal Notice for that information.

 

In accordance with S.16, the duty to advise and assist, I can advise that
in relation to Question 6; the Number of complaints received relating to/
mentioning the attitude of trust staff or competence, that whilst we would
record this information under the central category ‘Values and Behaviour’
, this wouldn’t necessarily capture the ‘competency’ element and therefore
a further manual trawl of all cases received would still be required in
order to provide this information.

 

In relation to Question 7, we cannot provide this information as you
request a breakdown of whether the complaints in questions 1 to 6 have
been upheld or not.

 

Regarding Question 9 and Question 10 – we do not hold this information.
This information would be held by the Local Authority.

 

We are able to provide Question 11.  Please submit a new request if you
would like to receive this information.   

 

And regarding Question 14, The total number of legal proceedings brought
against the trust regarding access to and provision of community mental
health services, including those which were settled prior to judicial
review,  I can confirm that we have had no legal proceedings brought
against the Trust in relation or access or provision of CMHT services
since 2015.

 

Lastly, I can advise that we would be able to provide all complaints for
CMHT, recorded complaints categories, narrative, and whether or not
they’re upheld. However, please bear in mind, these will not provide the
breakdown you seek, and may be subject to redaction to ensure they’re not
identifiable. Please submit a new request if you would like to receive
this information.

 

 

Complaint Rights

 

Your attention is drawn to the details below, which outline your right of
complaint.

 

Should you have any further queries concerning this matter, please email,
write or contact the team on telephone number 0161 716 3147 quoting the
reference number above.

 

Yours sincerely

 

 

Sarah Browne

Senior Information Governance & Risk Officer

Pennine Care NHS Foundation Trust

225 Old Street

Ashton-under-Lyne

OL6 7SR

 

Telephone: 0161 716 3146

 

Email:t[1][Pennine Care NHS Foundation Trust request email]

Website: [2]www.penninecare.nhs.uk

 

 

 

*******************************************************************************

 

SATISFACTION SURVEY

 

To help us monitor and improve our services, please complete our anonymous
satisfaction survey that can be found at the following address –

[3]https://www.surveymonkey.co.uk/r/pcftfoi...

 

COMPLAINT RIGHTS

 

Are you unhappy with how your request has been handled or do you think the
decision is incorrect?

 

You have the right to request the Trust review their decision.  However,
please be advised, as per the Freedom of Information Code of Practice
(2018), the Trust is not obliged to undertake a formal internal review on
any complaints received  40 working days after the date of response.  If a
request for internal review is received after 40 working days, the Trust
may not accept your request for formal review, but will take steps to
assist you. 

 

Prior to lodging a formal complaint you are welcome and encouraged to
discuss the decision with the case officer that dealt with your request.

 

Ask to have the decision looked at again –

 

The quickest and easiest way to have the decision looked at again is to
telephone the case officer.

 

That person will be able to discuss the decision, explain any issues and
assist with any problems.

 

Complaint

 

If you are dissatisfied with the handling procedures or the decision of
Pennine Care NHS Foundation Trust made under the Freedom of Information
Act 2000 regarding access to information, you can lodge a complaint with
Pennine Care NHS Foundation Trust to have the decision reviewed.

 

Complaints should be made in writing and addressed:

The Information Governance Manager

Pennine Care NHS Foundation Trust

225 Old Street

Ashton-under-Lyne OL6 7SR

 

If email is preferred, complaints may be sent to
[4][Pennine Care NHS Foundation Trust request email].

 

The Information Commissioner

 

After lodging a complaint with Pennine Care NHS Foundation Trust if you
are still dissatisfied with the decision you can make an application to
the Information Commissioner for a decision on whether the request for
information has been dealt with in accordance with the requirements of the
Act.

 

For information on how to make an application to the Information
Commissioner please visit their website at [5]www.ico.org.uk . 
Alternatively, phone or write to:

 

Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Phone:  01625 545 700

 

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dangos adrannau a ddyfynnir

Dear PENNINECARE, Foi (PENNINE CARE NHS FOUNDATION TRUST),

I am writing to request an internal review of the response to my request.

I submitted the same FOI request to Greater Manchester Mental Health Trust, who have been able to respond and providing the majority of information required. I assume that you would use similar systems to them, and have similar data which is collected. It is therefore disputed that it would take over 18 hours for particular points or that you do not hold the data as required.

If you can please read the response from GMMHT (link below) and follow their approach to providing the required data, broken down as they have done.

https://www.whatdotheyknow.com/request/c...

Yours sincerely,

K Dandy

PENNINECARE, Foi (PENNINE CARE NHS FOUNDATION TRUST), Pennine Care NHS Foundation Trust

Good morning

Having reviewed GMMH's response, I see they also needed to rely on S.12 for part of your request.

We will happily progress your internal review, but to do so I need to be clear exactly which questions you seek review regarding.

But please be advised, each Trust uses different computer systems, and different categories for recording (except of course where national KPIs are in place). As such, the fact one Trust has been able to respond is not necessarily reflective of other similar or local Trusts.

Please advise.

Kind regards

Sarah Browne
Senior Information Governance & Risk Officer
Pennine Care NHS Foundation Trust
225 Old Street
Ashton-under-Lyne
OL6 7SR

Telephone: 0161 716 3146
Email: [email address]
Website: www.penninecare.nhs.uk

dangos adrannau a ddyfynnir

Dear PENNINECARE, Foi (PENNINE CARE NHS FOUNDATION TRUST),

Thanks for the explanation.

Is it possible to perhaps provide the total number of complaints revived, and break them down into whatever the categories are used by your trust?

Yours sincerely,

K Dandy

PENNINECARE, Foi (PENNINE CARE NHS FOUNDATION TRUST), Pennine Care NHS Foundation Trust

Good morning

FOI ref: 2019/0451

Thank you for your email dated 08/04/2019

We will consider your email as an internal review and you should receive a response within 20 working days - in this case, by 9th May 2019.

Yours sincerely

Sarah Browne
Senior Information Governance & Risk Officer
Pennine Care NHS Foundation Trust
225 Old Street
Ashton-under-Lyne
OL6 7SR

Telephone: 0161 716 3146

Email:t[Pennine Care NHS Foundation Trust request email]
Website: www.penninecare.nhs.uk

dangos adrannau a ddyfynnir

PENNINECARE, Foi (PENNINE CARE NHS FOUNDATION TRUST), Pennine Care NHS Foundation Trust

1 Atodiad

Dear Ms Dandy

FOI ref: 2019/0758

Further to your email below, I can now respond to your request dated 8th April 2019.

Following receipt of your request, searches were conducted within Pennine Care NHS Foundation Trust (the Trust) to locate the requested information and I can confirm that the information requested is held by the Trust.

Please find the attached data regarding adult and older peoples’ CMHT in Stockport in the requested period.

Complaint Rights

Your attention is drawn to the details below, which outline your right of complaint.

Should you have any further queries concerning this matter, please email, write or contact the team on telephone number 0161 716 3147 quoting the reference number above.

Yours sincerely

Paul Byrne
Information Governance Assurance Manager
Information Governance Department

Pennine Care NHS Foundation Trust
Trust Headquarters
225 Old Street
Ashton under Lyne
OL6 7SR
Tele: 0161 716 3991
Email: [email address]
Website: www.penninecare.nhs.uk

************************************************************************************************
SATISFACTION SURVEY

To help us monitor and improve our services, please complete our anonymous satisfaction survey that can be found at the following address –
https://www.surveymonkey.co.uk/r/pcftfoi...

COMPLAINT RIGHTS

Are you unhappy with how your request has been handled or do you think the decision is incorrect?

You have the right to request the Trust review their decision. However, please be advised, as per the Freedom of Information Code of Practice (2018), the Trust is not obliged to undertake a formal internal review on any complaints received 40 working days after the date of response. If a request for internal review is received after 40 working days, the Trust may not accept your request for formal review, but will take steps to assist you.

Prior to lodging a formal complaint you are welcome and encouraged to discuss the decision with the case officer that dealt with your request.

Ask to have the decision looked at again –

The quickest and easiest way to have the decision looked at again is to telephone the case officer.

That person will be able to discuss the decision, explain any issues and assist with any problems.

Complaint

If you are dissatisfied with the handling procedures or the decision of Pennine Care NHS Foundation Trust made under the Freedom of Information Act 2000 regarding access to information, you can lodge a complaint with Pennine Care NHS Foundation Trust to have the decision reviewed.

Complaints should be made in writing and addressed:
The Information Governance Manager
Pennine Care NHS Foundation Trust
225 Old Street
Ashton-under-Lyne OL6 7SR

If email is prefered, complaints may be sent to [Pennine Care NHS Foundation Trust request email].

The Information Commissioner

After lodging a complaint with Pennine Care NHS Foundation Trust if you are still dissatisfied with the decision you can make an application to the Information Commissioner for a decision on whether the request for information has been dealt with in accordance with the requirements of the Act.

For information on how to make an application to the Information Commissioner please visit their website at www.ico.org.uk . Alternatively, phone or write to:

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Phone: 01625 545 700

dangos adrannau a ddyfynnir