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Complaints/Adverse Incidents/Serious Incidents.

Joshua Jones made this Freedom of Information request to South Western Ambulance Service NHS Foundation Trust

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Dear South Western Ambulance Service NHS Foundation 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

Information Governance, South Western Ambulance Service NHS Foundation Trust

2 Attachments

Dear Joshua Jones

 

Thank you for your request for information regarding complaints and
adverse incidents which we received on 19 December 2017.

 

We will deal with this request in accordance with your right of access to
information we hold under the Freedom of Information Act and I attach a
leaflet containing further information about both your rights and our
obligations under this legislation.You will see from this that we are not
obliged to generate information we do not already hold in order to provide
what we are asked for, such as by collating data or formulating direct
answers to questions, but you are entitled to receive copies of records
(or extracts from them) that contain the information you have requested.

 

We will research the information you have requested and we will respond
providing what we hold no later than 22 January 2018 in accordance with
the timescales set by the Act.

 

We will inform you if:

a) We are unable to provide you with any of the information you have
requested, and explain the reason for this; and

b) Any fee that is payable for the information we are able to provide.

 

In the meantime, if you have any queries or require clarification on any
aspect of your request or how we will respond, please do not hesitate to
contact me.

 

Regards

 

Debbie

 

Debbie Bridge | Information Governance Manager

South Western Ambulance Service NHS Foundation Trust

 

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Information Governance, South Western Ambulance Service NHS Foundation Trust

4 Attachments

Dear Joshua Jones

 

I refer to our acknowledgement on 19 December 2017 of your request for
information regarding complaints and adverse incidents under the
provisions of the Freedom of Information Act.  We are able to provide the
information in the table below:

 

We are aware that  due to the format of our standard FOI response where
the information is tabled as part of the body of an email these can come
out a little strangely on the What Do They Know website so I have also
attached the response in a word document for your convenience.

 

Information requested Our Response

 
1. The number of complaints, adverse Please find attached files
incidents and serious adverse incidents
including those brought up internally  
i.e. through Datix that the trust has
received since the beginning of January FOI 2400 (Incidents).xlsx
2013 until the Date you process my
request for the following areas. FOI 2400 (Complaints).xlsx

Emergency Control Room, Emergency  
Medical Services including any Urgent
Care/Intermediate Tier Service, Please note all comments,
Community First Responder/Uniformed concerns and complaints are dealt
First Responder. with in accordance with the
Trust’s Complaints policy. 
  SWASFT do not differentiate.

 

MECNIs – are complaints closed on
receipt and where the
complainants do not require an
investigation or feedback.
Details of the complainants
concerns are however forwarded to
the relevant managers to action
as appropriate.

 

Incidents are currently coded to
the reporting Function, therefore
although an incident may, for
instance, be coded to the
Clinical Hub, it may be relating
to a different area, e.g the
attitude of an ambulance crew
member.

 

To put these figures in context
SWASFT attends in the region of
900,000 calls on a yearly basis.

 
2. For each area of operation listed Please find attached files
above can you please also give the brief
reason/detail/reason for each complaint  
or incident(redacting any patient
identifiable or personal information FOI 2400 (Incidents).xlsx
such as names of staff etc in order for
it to be released publicly). FOI 2400 (Complaints).xlsx

   

Please note complaints are coded
by subject and sub-subject to
ensure themes are captured. To
manually review and redact the
complaint descriptions to ensure
that the data is not patient
identifiable would take a
disproportionate amount of time
far in excess of the acceptable
limit, and consequently we are
exempting these under Section 12
of the Freedom of Information
Act.

 

The incident themes have been
included within the report, this
includes the overall theme (the
Stage of Care, further broken
down by Detail and finally by
Adverse Event). To manually
review and redact the incident
descriptions to ensure that the
data is not patient identifiable
would take a disproportionate
amount of time far in excess of
the acceptable limit, and
consequently we are exempting
these under Section 12 of the
Freedom of Information Act.

 
3. What severity it was graded Please find attached files
initially.
 

FOI 2400 (Incidents).xlsx

FOI 2400 (Complaints).xlsx

 

Please note grading and
definitions have changed over the
period requested.

 
4. How it was received - The method used Please find attached file
i.e. telephone, letter, datix etc.
 

FOI 2400 (Complaints).xlsx

 

Please note method of receipt is
not recorded in the incident data
we hold.

 
5. Whom it was received from, i.e. Please find attached file
patient, staff, police, fire, health
board or other.  

FOI 2400 (Incidents).xlsx

 

All complaints processed in
accordance with the Complaints
Policy are received by the
patient or patient
representatives.

 
6. A full copy of the final report for To manually review and redact
each incident and how the incident was this information to ensure that
investigated and what was found the data is not patient
subsequently as a result of the identifiable would take a
investigation. I.e. No case to answer, disproportionate amount of time
incorrect address, incorrectly far in excess of the acceptable
catagorised by the call handler, 999 limit, and consequently we are
call was not compliant with exempting this information under
AMPDS/Pathways, vehicle not allocated Section 12 of the Freedom of
when it was available and should have Information Act.
been sent. Please give as much details
as possible again, redacting  
person/identifiable information where
required.

 
7. Whether the trust upheld the Please find attached file
complaint.
 

FOI 2400 (Complaints).xlsx

 

This is subjective.  Some
investigating officers will
uphold a complaint about staff
attitude where there is no
independent witness whereas
another will not uphold for the
same reason. In cases of delays
where demand outstripped
resources, but no errors were
made by the Trust, some
investigating officers will
uphold the complaint whereas
others will not. The focus is on
learning and service improvement
rather than outcome recorded.

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

From January 2013 to December
2017 the Trust was asked to
submit 28 complaint related case
files to the PHSO (Parliamentary
and Health Service Ombudsman) for
review

 

1 case – PHSO passed the file
back to the Trust to deal

20 cases - not upheld

 

1 case - upheld

Recommendations - Financial
recompense

 

5 part upheld

1 Recommendations - Action plan
to evidence learning, Financial
recompense

2 Recommendations - Action plan
to evidence learning

3 Recommendations - Action plan
to evidence learning, Financial
recompense

4 Recommendations - Action plan
to evidence learning

5 Recommendations - Action plan
to evidence learning

 

1 case – ongoing

 

Coroner

 

The Coroner’s can issue a
regulation 28 report (PFD) report
if they have concerns which need
to be addressed following an
inquest but they can also request
to be provided with a comfort
letter from the Trust to address
any issues they have which do not
fall within the scope of the
inquest remit or do not meet the
need for an official PFD
recommendation.

 

From January 2013 to December
2017

 

Comfort letters – 2

PFD – 8

 

To put these figures in context
SWASFT attends in the region of
900,000 calls on a yearly basis.

 

 
9. The severity grading it was given Please find attached files
after investigation.
 

FOI 2400 (Incidents).xlsx

FOI 2400 (Complaints).xlsx

 

Please note grading and
definitions have changed over the
period requested.

 
10. The actions taken as a result of Complaint actions were not
each incident, i.e. AMPDS feedback, routinely recorded on Datix until
disciplinary procedure, lessons learnt April 2015 the only information
or new protocol put in place. recorded on the spreadsheet is
whether there was action or not.
 
 

Regarding incident data to
manually review and redact
lessons learned information to
ensure that the data is not
patient or staff identifiable
would take a disproportionate
amount of time far in excess of
the acceptable limit, and
consequently we are exempting
this information under Section 12
of the Freedom of Information
Act.

 
11. What compensation or feedback was To review this information would
awarded as a result of each incident. take a disproportionate amount of
time far in excess of the
acceptable limit, and
consequently we are exempting
this information under Section 12
of the Freedom of Information
Act.

 

 

Please note that, under the Re-use of Public Sector Information
Regulations, if you wish to publish or otherwise use this information
besides for your own means, you will need to seek our permission to do so.

 

Please feel free to contact me if you require further clarification of the
information provided, or to discuss any aspect of the way in which we have
responded to your request. 

 

However, if you are dissatisfied with our response, you also have the
right to make use of the following complaints procedures:

 

In the first instance you may write to the Chief Executive of this Trust

 

Mr Ken Wenman

South Western Ambulance Service NHS Foundation Trust

Abbey Court

Eagle Way

Exeter  EX2 7HY

 

Mr Wenman will then either make arrangements for your complaint to be
reviewed and for the outcome to be communicated to you, or will convene a
panel of Trust Directors to consider an appeal against a decision to
withhold information.

 

If you are unhappy with the response to your complaint, or findings of the
Panel, you can contact the Information Commissioner at:

 

Information Commissioner’s Office,

Wycliffe House,

Water Lane,                                 

Wilmslow,

Cheshire.  SK9 5AF

 

Tel: 01625 545 700

Fax: 01625 524 510

 

 

Regards

 

Debbie

 

Debbie Bridge | Information Governance Manager

South Western Ambulance Service NHS Foundation Trust

 

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Direct Line 01392 261594| Fax  | Web [3]www.swast.nhs.uk  | E-Mail
[4][email address]
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3. Our Webpage
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4. mailto:%[email address]

We don't know whether the most recent response to this request contains information or not – if you are Joshua Jones please sign in and let everyone know.