Patient Feedback Handling

Sherelle Folkes made this Rhyddid Gwybodaeth request to South Staffordshire and Shropshire Healthcare 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 llwyddiannus.

Sherelle Folkes

Dear South Staffordshire and Shropshire Healthcare NHS Foundation 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,

Sherelle Folkes

Godfrey Amanda (RRE) SSSFT, South Staffordshire and Shropshire Healthcare NHS Foundation Trust

Thank you for contacting South Staffordshire and Shropshire Healthcare NHS
Foundation Trust.  We provide mental health, learning disability and
specialist children's services across South Staffordshire and mental
health and learning disability services in Shropshire. 

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FOI (RRE) SSSFT, South Staffordshire and Shropshire Healthcare NHS Foundation Trust

Dear Ms Folkes

I write to acknowledge receipt of your email in which you requested
information under the FOI Act 2000.

Your request is being considered and you will receive a response within
the statutory timescale of 20 working days, from the date of receipt, as
defined by the Freedom of Information Act 2000.

The Act defines a number of exemptions which may prevent release of the
information you have requested. There will be an assessment and if any
of the exemption categories apply then the information will not be
released. You will be informed if this is the case within 20 working
days, together with your rights of appeal.

If the information you are requesting contains reference to a third
party then they may be consulted prior to a decision being taken on
whether or not to release the information to you. You will be informed
within 20 working days if this is the case.

If you have any queries or concerns, please do not hesitate to contact
me. May l ask that you quote the above reference number on all your
correspondence.

Yours sincerely

Jane

Jane Landick

Company Secretary

South Staffordshire and Shropshire Healthcare NHS Foundation Trust

Trust Headquarters, St George's Hospital, Corporation Street, Stafford,
ST16 3SR

Tel. 01785 783011 Mob. 07779 354410

To send person identifiable information securely please use
[email address]

dangos adrannau a ddyfynnir

Dodd Valerie, South Staffordshire and Shropshire Healthcare NHS Foundation Trust

4 Atodiad

Dear Ms Folkes

Further to your recent request made under the Freedom of Information Act
2000, please see detailed below the Trust’s response:

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?

 

The handling of complaints, compliments and concerns (referred to as PALS
concerns) are covered within the following two policies for which links to
their location on the Trust website are provided.

[1]Complaints Procedure

[2]PALS Policy

 

The Trust also gathers real time feedback from patients and service users
via a web based real time feedback system (Meridian).  Service users and
carers can give their feedback via the Trust website or via paper surveys
which are both collated via the web based system.  The link to this
feedback system is as follows:

 

[3]Patient Feedback.

 

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

 

Yes, 6.28 whole time equivalent (WTE) staff (seven individuals). (for
complaints and PALS)

However there is no dedicated staff employed whose sole job is to obtain
feedback.  This is incorporated into job descriptions of staff

 

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

 

On-site.

 

4.         Are complaints and feedback collated and then reported to
authorised people, such as the Trusts board or senior managers?

 

Yes on a quarterly basis.

 

5.         Who is in charge of complaints and feedback, if anyone?

 

Jane Landick, Company Secretary.

 

6.         Is there a standard procedure to follow if complaints and
feedback data is obtained?

 

Yes – see response to question 1 with respect to PALS/complaints.

 

There is currently no standard procedure in existence relating to feedback
data obtained from Meridian.  Teams are however, expected to monitor
feedback received and act on it, developing action plans as appropriate. 
Monitoring of action plans takes place at Divisional/Directorate level as
well as at Trust Board.

 

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)?

 

Staff costs - £236,883

Non pay costs - £84,575

 

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

 

Please see the complaints and PALS thematic reviews for the past three
years, which were presented to the Trust Board and which contain this
information.

 

9.         Do you capture and measure concern data separately?

 

Yes – see reports in response to question 8.

 

We would be grateful if you could take a minute to fill out our Freedom of
Information Customer Satisfaction Survey and let us know about your
experience. This can be accessed by following the link 

[4]http://www.southstaffsandshropshealthcar...

 

Please contact me in the first instance if you have any queries or
questions on the Trust's response.  However, if you have any complaints
about the handling of your enquiry, please contact:

Ms Jane Landick
Company Secretary
South Staffordshire and Shropshire Healthcare NHS Foundation Trust

Trust Headquarters St George's Hospital Corporation Street Stafford
ST16 3SR
Email: [5][email address] <[6]mailto:[email address]>

You also have a right of appeal to the Information Commissioner at:

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 01625 545700
Website: [7]www.informationcommissioner.gov.uk

 

Yours sincerely

Val Dodd
Governance Administrator
South Staffordshire and Shropshire Healthcare
NHS Foundation Trust
Trust HQ, Corporation Street
Stafford.      ST16  3SR
E.mail:   [8][email address]

Ext:  8361

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References

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