Complaints Process

Abi Lesser made this Freedom of Information request to Camden and Islington 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.

Response to this request is long overdue. By law, under all circumstances, Camden and Islington NHS Foundation Trust should have responded by now (details). You can complain by requesting an internal review.

Dear Camden and Islington NHS Foundation Trust,

Please provide the following information.

(a)All internal guidance to complaint's officers/other Trust staff on how to assess information received as a complaint.This is information outside of and additional to the Complaints Policy

(b)How is complaints data coded? Apart from adding up how many actual complaints received and investigated is there an additional system that codes in to type or category.

(c)If there is please provide the blank data sheet for this process plus any guidance.

(d)If there is not can you explain why the Trust has decided not to follow this route eg policy decision, limited data collection software,oversight

(e)Please explain in broad terms why a complaint may not be treated as one ( there may be many reasons)

(f)Please provide information and written guidance used for deciding when a matter is a safeguarding issue and when it is a complaint. There are 2 very different response routes involved so presumably there is internal guidance on when to consider one response or another

(g)Has the Trust ever audited the quality and effectiveness of the complaints process? Outside of the quality indicators of CQC and assumption that if the complainant is unhappy they will proceed to the PHSO.

For eg other Trusts have done extensive work with complainants who were not satisfied with the process and outcome to try and improve the experience.Has the Trust ever undertaken this formal exercise? In particular when the Trust considers a matter closed does it ever contact the complainant to ask if they were satisfied with process/outcome and record these figures

Yours faithfully,

Abi Lesser

Information, Freedom, Camden and Islington NHS Foundation Trust

1 Attachment

Dear Ms Lesser,

Please see attached, an acknowledgement of your request for information.

Kind regards
Wayne Elliott | Information Governance Officer |Information Governance Team
Camden & Islington NHS Foundation Trust | P: 020 3317 3114 | F: 020 7561 4305 |
E: [email address]

Information Governance Department, 1st Floor, East Wing, St Pancras Hospital, 4 St Pancras Way, London, NW1 0PE

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Information, Freedom, Camden and Islington NHS Foundation Trust

2 Attachments

Dear Ms Lesser,

Please see attached, the outcome of your request for information.

Kind regards
Wayne Elliott | Information Governance Officer |Information Governance Team
Camden & Islington NHS Foundation Trust | P: 020 3317 3114 | F: 020 7561 4305 |
E: [email address]

Information Governance Department, 1st Floor, East Wing, St Pancras Hospital, 4 St Pancras Way, London, NW1 0PE

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Dear C&I

You have sent a redacted PDF version of Datix coding for complaints.Please provide non redacted/full version
.I am unclear on why this information was not provided at the time of request - please explain why redacted and at what level that decision was made.

To clarify :ANY complaint identified at ANY time as having the potential for being a safeguard concern or being a clear safeguarding concern is reported to the Trust's Safeguarding Manager? That includes safeguarding concerns identified by senior managers/Associate Directors investigating complaint?

Please explain the circumstances where this would NOT happen.It is unclear from the guidance and response who /when/why may decide this ( apart from the reference to 'case by case'basis). The indication is that such cases would ALWAYS be referred to the Safeguarding Manager without exception.If you have a flow chart of this process it would be very helpful at this stage.

How long has the Trust had a named Safeguarding Manager? If less than 4 yeras what happened prior to this with complaints that should have been dealt with as Safeguarding concerns. Who did they go to/where did they go/ who had responsibility for this.

Please identify the name of the Trust's Safeguarding Manager.

Please explain how patient/service users and carers are made aware of the safeguarding reporting process. For eg : are there clear signs in every outpatient clinic and are there signs and contact details on wards? Is this information provided in all accessible formats.

Apart from the Safeguarding Manager are there any other staff/clinicians with formal responsibility for safeguarding ( for eg a Safeguarding Dr, Safeguarding Nurse).If so please provide names and outline their responsibilities

Yours sincerely,

Abi Lesser

Information, Freedom, Camden and Islington NHS Foundation Trust

1 Attachment

Dear Ms Lesser,

Please see attached, an acknowledgement of your request for information.

Kind regards
Wayne Elliott | Information Governance Officer |Information Governance Team
Camden & Islington NHS Foundation Trust | P: 020 3317 3114 | F: 020 7561 4305 |
E: [email address]

Information Governance Department, 1st Floor, East Wing, St Pancras Hospital, 4 St Pancras Way, London, NW1 0PE

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Information, Freedom, Camden and Islington NHS Foundation Trust

Dear Ms Lesser,
 
Sorry for the delay in responding. This has been due to staff being on
leave. I am just writing to you to let you know that, your request
response has now been sent to the Trust exec for approval to be sent to
you. As such I expect your response to be sent to you by Tuesday 26
August.
 
Sorry for any inconvenience caused.
 
Kind regards
 
Wayne Elliott | Information Governance Officer |Information Governance
Team
Camden & Islington NHS Foundation Trust | P: 020 3317 3114 | F: 020 7561
4305 |
E: [1][email address]
 
Information Governance Department, 1st Floor, East Wing, St Pancras
Hospital, 4 St Pancras Way, London, NW1 0PE
 
 

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Information, Freedom, Camden and Islington NHS Foundation Trust

Dear Ms Lesser,
 
Thank you for your patience.
 
I am writing to inform you that your response has been sent back to our HR
team for a point of clarification. At present the relevant team members
are unavailable. I estimate that I should get a response to the query by
tomorrow Friday 29 August. Your request response will then be re-sent to a
member of our exec for approval for release to you. As such I estimate
that your response should be sent to you no later than Friday 5 September.
 
Sorry for any inconvenience caused.
 
Kind regards
 
Wayne Elliott | Information Governance Officer |Information Governance
Team
Camden & Islington NHS Foundation Trust | P: 020 3317 3114 | F: 020 7561
4305 |
E: [1][email address]
 
Information Governance Department, 1st Floor, East Wing, St Pancras
Hospital, 4 St Pancras Way, London, NW1 0PE
 
 
_____________________________________________

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Information, Freedom, Camden and Islington NHS Foundation Trust

2 Attachments

Dear Ms Lesser,
 
I am sorry for the delay in responding to your request. This has been due
to staff availability.
 
Please see attached, the outcome of your request for information.
 
Kind regards
 
 
Wayne Elliott
Interim Information Governance Officer
 
 
Telephone               +44 (0)20 3317 3114
Email                      [1][email address]
Online                     [2]www.candi.nhs.uk
 
Camden and Islington NHS Foundation Trust
1^st Floor, East Wing, St Pancras Hospital
4 St Pancras Way, London NW1 0PE
 
 
 

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