Complaints and Whistle Blowing within the trust

The request was successful.

Dear Barking, Havering and Redbridge University Hospitals NHS Trust,

Please can you supply me with statistics for the following questions under the Freedom of Information act; I require information year on year going back 5 years, itemising statistics for each hospital within your trust.

Service Users
1. How many service users have made complaints against hospitals or staff within your trust?
a. Please provide brief status of complaints (total dismissed, total on going, total completed etc.)

2. How many service users have taken the hospitals or staff to court within your trust?
a. Please provide brief status of complaints (total dismissed, total on going, total completed etc.)

3. How many service users have made taken the hospitals or staff to Judicial Review within your trust?
a. Please provide brief status of complaints (total dismissed, total on going, total completed etc.)

4. How many Serious Case Reviews are there within your trust?
a. Please provide details of these, on-going or completed.

Staff
5. How many staff working within your trust has made complaints against hospitals or other staff within your trust?
a. Please break down into positions of employment – i.e. Dr reporting admin.

6. How many staff working within your trust are whistle blowers? Do they still work within your trust?
a. Please break down into positions of employment – i.e. Dr reporting admin.

7. How many staff working within your trust have gone to or approached employment tribunals?
a. Do they still work within your trust? Please break down into positions of employment – i.e. Doctor, nurse

8. What is your policy on whistleblowing?

Management Plans & Finance

9. How Many Service users are on service plans, (per hospital within your trust and please itemise short term or long term)

10. Policy of any form of harassment from staff to service users.

11. Staffing costs over the last 5 years and forecast cost for next year breaking down into front line staff( doctors nurses etc.) and Managers / Admin

12. Policy on paging resuscitation staff when needed at times of high service users.

Yours faithfully,

Sheila Hersom

FREEDOM Information (RF4) BHR Hospitals,

1 Attachment

Sent on behalf of Susan Bateman Data Protection Officer/FOI Lead.

Regards,

Jo Lewis on behalf of Sue Bateman, Data Protection Officer/FOI Lead
Room 14 – External Interface Team, Business Delivery Team
2nd Floor Neutral Zone
Queen's Hospital
Rom Valley Way
Romford
Essex RM7 0AG
[email address]

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FREEDOM Information \(RF4\) BHR Hospitals,

Dear Ms Hersom,

Further to the acknowledgement email dated 4^th November 2011, could you
please provide clarification on the definition of ‘service plans’ in the
following question -

9. How Many Service users are on service plans, (per hospital within your
trust and please itemise short term or long term).

Many thanks,

Susan Bateman, Data Protection Officer/Freedom of Information Lead
Barking, Havering & Redbridge University Hospitals NHS Trust
Business Delivery Team
Room 14 (250042) 2nd Floor Neutral Zone
Queen's Hospital
Rom Valley Way
Romford
Essex RM7 0AG
[1][email address]

Barking, Havering & Redbridge University Hospitals NHS Trust: Most Innovative Trust in London 2009

This communication, together with any files or attachments transmitted with
it contains information which is confidential and may be subject to legal
privilege and is intended solely for the use by the person(s) or entity to
whom it is addressed. If you are not the intended recipient you must not
copy, distribute, publish or take any action in reliance on it. If you have
received this communication in error, please notify
[email address] and delete it from your computer systems.

Barking, Havering & Redbridge University Hospitals NHS Trust reserves the
right to monitor all communications for lawful purposes. Receipt of this email
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Dear FREEDOM Information (RF4) BHR Hospitals,

Hi, thank you for your email - with reference question 9, we are looking for ED Management plans, sorry for not placing this in original request

Yours sincerely,

Sheila Hersom

FREEDOM Information \(RF4\) BHR Hospitals,

Dear Ms Hersom,

Thank you for confirming your requirements, this will now be forwarded to the appropriate department and we will be in touch soon.

Kind regards,

Jo Lewis on behalf of Sue Bateman, Data Protection Officer/FOI Lead
Room 14 – External Interface Team, Business Delivery Team
2nd Floor Neutral Zone
Queen's Hospital
Rom Valley Way
Romford
Essex RM7 0AG
[email address]

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FREEDOM Information \(RF4\) BHR Hospitals,

Dear Ms Hersom,

Further to your email below, I have been asked for further clarification of exactly what you require concerning 'ED management plans', this will enable the Department to locate the relevant information, or confirm these are not held, if applicable.

I will await to hear from you,

Regards,

Susan Bateman, Data Protection Officer/Freedom of Information Lead
Barking, Havering & Redbridge University Hospitals NHS Trust
Business Delivery Team
Room 14 (250042) 2nd Floor Neutral Zone
Queen's Hospital
Rom Valley Way
Romford
Essex RM7 0AG
[email address]

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FREEDOM Information (RF4) BHR Hospitals,

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Dear Ms Hersom,

Further to the acknowledgement email, having contacted various Departments
I have received information to part answer your request. I have decided to
release this to you now, and will respond regarding the final questions as
soon as I am able. In addition I await further information from you with
regard to question 9.

Information year on year going back 5 years, itemising statistics for each
hospital within your trust -

Service Users –

1. How many service users have made complaints against hospitals or staff
within your trust? Please provide brief status of complaints (total
dismissed total on going, total completed etc.)
<<Complaints FOI 1328.doc>>

2. How many service users have taken the hospitals or staff to court
within your trust? Please provide brief status of complaints (total
dismissed, total on going, total completed etc.)

3. How many service users have made taken the hospitals or staff to
Judicial Review within your trust? Please provide brief status of
complaints (total dismissed, total on going, total completed etc.)

With regard to questions 2 and 3, we are unable to answer as there are so
few legal cases that go to court and we do not keep exact data on our
Ulllyses system of which cases go to court.

Having liaised with the NHSLA (NHS Litigation Authority) they advise that
only 4% of all claims across the board go to court. Most of those go to
court because they relate to a minor and therefore have to go to court to
obtain approval. In addition, they state that claimant’s do not take
Trust’s to court they in fact bring a claim against the Trust and in that
respect the applicant should be referred to the NHSLA website. Information
is available via [1]http://www.nhsla.com/Publications/, under NHSLA
factsheets which provides a breakdown of how many claims are brought
against the Trust dating back to 2003/04, figures etc. As such under
Section 21 – information accessible by other means, we are not required to
duplicate this information, but hope that the above link proves useful. As
the NHSLA manage claims, they may be contacted for further information.

4. How many Serious Case Reviews are there within your trust? Please
provide details of these, on-going or completed.

Awaiting a response from the Safeguarding Team, will respond as soon as
possible.

Staff –

5. How many staff working within your trust has made complaints against
hospitals or other staff within your trust? Please break down into
positions of employment – i.e. Dr reporting admin.

We have figures since 2008 as follows that have resulted in formal
investigation from HR perspective:

Complainant     Reporting      
Phlebotomist    Supervisor     
Medical Secretary       Supervisor     
Sonographer     Manager
Nurse   Manager
HCA     Supervisor     
Maternity Care Assistant        Manager
Nurse   Matron 
HCA     Supervisor     
Consultant      Staff Nurse    
Manager Clerical Worker
Staff Nurse     Sister 
Clerk   Manager
Staff Nurse     Sister 

6. How many staff working within your trust are whistle blowers? Do they
still work within your trust? Please break down into positions of
employment – i.e. Dr reporting admin.

2 staff both Managers, both raising general concerns, both are still
employed.

7. How many staff working within your trust have gone to or approached
employment tribunals? Do they still work within your trust? Please break
down into positions of employment – i.e. Doctor, nurse

We have figures since 2008:

Radiology Manager, no longer employed

Maternity Care Assistant, no longer employed

Midwife, no longer employed

X 3 Security Guards, no longer employed

Staff Doctor, no longer employed

Care Assistant, no longer employed

Nurse, no longer employed

Manager

Nurse

RA Agent

Domestics Assistant

8. What is your policy on whistleblowing?

<<policywhistleblowing.pdf>>

Management Plans & Finance –

9. How Many Service users are on service plans, (per hospital within your
trust and please itemise short term or long term).

As per my email dated 22^nd November 2011, awaiting clarification from you
with regard to your requirements.

10. Policy of any form of harassment from staff to service users.

Awaiting a response from the HR Department, will respond as soon as
possible.

11. Staffing costs over the last 5 years and forecast cost for next year
breaking down into front line staff (doctors nurses etc.) and Managers /
Admin.

<<FOI 1328.xls>>

12. Policy on paging resuscitation staff when needed at times of high
service users.

There is no policy in place that deals with question 12 namely a policy on
paging resuscitation staff when needed at times of high service users. If
additional help is needed in clinical areas during extremely busy periods
a Divisional level decision may be taken that one or more of the Clinical
Skills staff etc. are redeployed into the clinical area if required, but
this decision would be taken well in advance and only as an interim
measure whilst no training is taking place.

I will be in contact again as soon as possible, but in the meantime can
advise that if you have a complaint as to the handling or outcome of your
request, please write to the following, including your FOI request
reference number:

Averil Dongworth - Chief Executive

Trust Offices, 1^st Floor Neutral Zone

Queen’s Hospital

Rom Valley Way

Romford

Essex RM7 0AG

Under Section 50 of the Freedom of Information Act 2000, you also have the
right to apply to the Information Commissioner, Wycliffe House, Water
Lane, Wilmslow, Cheshire, SK9 5AF for a decision notice, should you be
unsatisfied with the NHS Trust’s response to your complaint letter.

Yours sincerely,

Susan Bateman, Data Protection Officer/Freedom of Information Lead
Barking, Havering & Redbridge University Hospitals NHS Trust
Business Delivery Team
Room 14 (250042) 2nd Floor Neutral Zone
Queen's Hospital
Rom Valley Way
Romford
Essex RM7 0AG
[2][email address]

Barking, Havering & Redbridge University Hospitals NHS Trust: Most Innovative Trust in London 2009

This communication, together with any files or attachments transmitted with
it contains information which is confidential and may be subject to legal
privilege and is intended solely for the use by the person(s) or entity to
whom it is addressed. If you are not the intended recipient you must not
copy, distribute, publish or take any action in reliance on it. If you have
received this communication in error, please notify
[email address] and delete it from your computer systems.

Barking, Havering & Redbridge University Hospitals NHS Trust reserves the
right to monitor all communications for lawful purposes. Receipt of this email
does not imply consent to use or provide this email address, or any others
contained therein, to any third party for any purposes. The contents of this
email are protected under international copyright law.

To save energy and paper please print this email only if you really need to.

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References

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2. mailto:[email%20address]

FREEDOM Information \(RF4\) BHR Hospitals,

1 Attachment

Dear Ms Hersom,

Further to my email dated 28^th November 2011, having contacted the Human
Resources Department I have received the following response to outstanding
Q10. I am still awaiting a response from the Safeguarding Team with regard
to Q4 and will forward this as soon as possible.

10. Policy of any form of harassment from staff to service users.

<<policywhistleblowing.pdf>>

I will be in contact again shortly,

Yours sincerely,

Susan Bateman, Data Protection Officer/Freedom of Information Lead
Barking, Havering & Redbridge University Hospitals NHS Trust
Business Delivery Team
Room 14 (250042) 2nd Floor Neutral Zone
Queen's Hospital
Rom Valley Way
Romford
Essex RM7 0AG
[1][email address]

Barking, Havering & Redbridge University Hospitals NHS Trust: Most Innovative Trust in London 2009

This communication, together with any files or attachments transmitted with
it contains information which is confidential and may be subject to legal
privilege and is intended solely for the use by the person(s) or entity to
whom it is addressed. If you are not the intended recipient you must not
copy, distribute, publish or take any action in reliance on it. If you have
received this communication in error, please notify
[email address] and delete it from your computer systems.

Barking, Havering & Redbridge University Hospitals NHS Trust reserves the
right to monitor all communications for lawful purposes. Receipt of this email
does not imply consent to use or provide this email address, or any others
contained therein, to any third party for any purposes. The contents of this
email are protected under international copyright law.

To save energy and paper please print this email only if you really need to.

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FREEDOM Information \(RF4\) BHR Hospitals,

Dear Ms Hersom,

Further to my email dated 20^th December 2011 having contacted the
Safeguarding Team, I have now been provided with an answer for Q4 which
will conclude your FOI request.

How many Serious Case Reviews are there within your trust? Please provide
details of these, on-going or completed.

Barking & Dagenham –

2010 – 11: action plan in progress

2010: complete apart from one outstanding action

Redbridge:

2009 – 10: action plan complete

Havering:

2009 – 10 – action plan complete              

2010: complete apart from one outstanding action

2011: action plan in progress

2011: SCR will shortly be submitted to Ofsted

Yours sincerely,

Susan Bateman, Data Protection Officer/Freedom of Information Lead
Barking, Havering & Redbridge University Hospitals NHS Trust
Business Delivery Team
Room 14 (250042) 2nd Floor Neutral Zone
Queen's Hospital
Rom Valley Way
Romford
Essex RM7 0AG
[1][email address]

Barking, Havering & Redbridge University Hospitals NHS Trust: Most Innovative Trust in London 2009

This communication, together with any files or attachments transmitted with
it contains information which is confidential and may be subject to legal
privilege and is intended solely for the use by the person(s) or entity to
whom it is addressed. If you are not the intended recipient you must not
copy, distribute, publish or take any action in reliance on it. If you have
received this communication in error, please notify
[email address] and delete it from your computer systems.

Barking, Havering & Redbridge University Hospitals NHS Trust reserves the
right to monitor all communications for lawful purposes. Receipt of this email
does not imply consent to use or provide this email address, or any others
contained therein, to any third party for any purposes. The contents of this
email are protected under international copyright law.

To save energy and paper please print this email only if you really need to.

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References

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