Dear Frimley Park Hospital NHS Foundation Trust,

How are complaints, complements and feedback handled? This data might be by obtained by means such as email, phone, letter, piece of paper in hospital reception, etc etc.

1) Is there a central place where this data is collated (e.g. a spreadsheet, dedicated software package, paper based (e.g. folders in a filing cabinet) or something else (please specify if possible))?

2) Are there dedicated staff for this purpose? If so how many staff are there?

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

4) Are complaints & 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) If you have any costings at all for complaints & feedback then that would be useful (staff costs, computer & software costs, storage costs, legals costs, search costs, report compilation costs, etc)?

I understand that there is time and costs involved in any FOI request. Therefore if any part of this is difficult or unclear, please contact me so we can simplify the request. Any info is useful and better than no info!

Yours faithfully,

Mr Batstone

FOI, Frimley Park Hospital NHS Foundation Trust

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Trust Ref: FOI 0019-14

 

Dear Mr Batstone

 

Re: Request under the Freedom of Information Act 2000

The email address for submitting FOI requests is: [2][Frimley Park Hospital NHS Foundation Trust request email]
please always use this email address.

The Trust acknowledges your request for information received on 14^th
January 2014.  The Freedom of Information Act 2000 requires the Trust to
respond within 20 working days, which in this instance is 11^th February
2014.

However, we will endeavour to send you the information as soon as possible
unless we do not hold it or unless it falls within one of the exemptions
laid down in the Act. We will advise you if your request falls into any of
these categories.

The information provided is the property of Frimley Park Hospital NHS
Trust and subject to Intellectual Property and Database Rights. Any
commercial application or use of this information may be subject to the
provisions of the Re-use of Public Sector Information Regulations 2005.
This means that if you wish to re-use the information provided for
commercial purposes for any reason you must ask us for permission to do
so.  Should the Trust agree that the information can be re-used, it will
be subject to the issue of a licence which may or may not involve a fee.

Your name and contact details will be circulated to staff within the Trust
whilst responding to your request for information.  If you do not wish for
your name to be disclosed to staff, please email [3][Frimley Park Hospital NHS Foundation Trust request email].

The Trust is entitled to charge for providing copies of the information
requested, where charges are applicable, the Trust will inform you of
these charges.

Yours sincerely

 

 

 

Information Governance Office

Frimley Park Hospital

Tel: 01276 604 675

 

If you are dissatisfied with how the processing of your request, you are
entitled to appeal to the Trust, please
email: [4][email address]

Alternatively, you are entitled to appeal to the Information Commissioner
(Tel: 01625 545 745). Further details can be found at [5]www.ico.gov.uk.

 

The contents of this e-mail are intended for the addressee or the person responsible for delivering it to the intended addressee. It may contain privileged or confidential information and/or copyright material. If you have received this e-mail in error, you may not copy or deliver this to anyone else either electronically or by any other means. If you have received this email in error, please advise the sender immediately by using the reply facility on your e-mail software or notify the IT Service Desk on 01276 604604 ext 4777 or [email address]

Frimley Park Hospital NHS Foundation Trust cannot accept responsibility for the security or accuracy of outgoing electronic mail. Any view or opinions expressed are solely those of the author and do not represent the view of the Trust unless specifically stated. The information contained in this e-mail may be subject to public disclosure under UK Legislation. Unless the information is legally exempt from disclosure, the confidentiality of this e-mail, and your reply cannot be guaranteed.

When forwarding on this email, ensure that you have the permission of the email author.

References

Visible links
2. mailto:[Frimley Park Hospital NHS Foundation Trust request email]
3. mailto:[Frimley Park Hospital NHS Foundation Trust request email]
4. mailto:[email address]
5. http://www.ico.gov.uk/

FOI, Frimley Park Hospital NHS Foundation Trust

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Description: cid:759443216@21072009-11AC

 

Dear Requestor

 

Please find attached a letter responding to your FOI Request received on
14^th January 2014.

 

The email address for submitting FOI requests is:[2][Frimley Park Hospital NHS Foundation Trust request email]
please always use this email address.

 

Yours sincerely,

 

Information Governance Office

Tel: 01276 604675 (ext 4675)

 

If you are dissatisfied with the processing of your request, you are
entitled to appeal to the Trust, please
email: [3][email address]

Alternatively, you are entitled to appeal to the Information Commissioner
(Tel: 01625 545 745). Further details can be found at [4]www.ico.gov.uk.

 

The information provided is the property of Frimley Park Hospital NHS
Trust and subject to Intellectual Property and Database Rights. Any
commercial application or use of this information may be subject to the
provisions of the Re-use of Public Sector Information Regulations 2005.
This means that if you wish to re-use the information provided for
commercial purposes for any reason you must ask us for permission to do
so.  Should the Trust agree that the information can be re-used, it will
be subject to the issue of a licence which may or may not involve a fee.

The information that has been provided in response to this Freedom of
Information Act request will be subject to copyright protection. In most
cases the copyright will be owned by Frimley Park Hospital NHS Foundation
Trust.

 

To enquire about re-using the information or if you have any enquiries
about Re-use, please write to us at the above address or email
[5][email address].

 

 

The contents of this e-mail are intended for the addressee or the person responsible for delivering it to the intended addressee. It may contain privileged or confidential information and/or copyright material. If you have received this e-mail in error, you may not copy or deliver this to anyone else either electronically or by any other means. If you have received this email in error, please advise the sender immediately by using the reply facility on your e-mail software or notify the IT Service Desk on 01276 604604 ext 4777 or [email address]

Frimley Park Hospital NHS Foundation Trust cannot accept responsibility for the security or accuracy of outgoing electronic mail. Any view or opinions expressed are solely those of the author and do not represent the view of the Trust unless specifically stated. The information contained in this e-mail may be subject to public disclosure under UK Legislation. Unless the information is legally exempt from disclosure, the confidentiality of this e-mail, and your reply cannot be guaranteed.

When forwarding on this email, ensure that you have the permission of the email author.

References

Visible links
2. mailto:[Frimley Park Hospital NHS Foundation Trust request email]
3. mailto:[email address]
4. http://www.ico.gov.uk/
5. mailto:[email address]

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