Meeting Complaints Timescales

The request was partially successful.

Dear Salisbury NHS Foundation Trust,

Please confirm the following for each of 2015, 2016, 2017, and 2018 (year to date):

The number of complaints received (both written and verbal)

The number of complaints acknowledged within the Trust's stated service standard;

The number of complaints which were fully reported on by the initially advised (to the complainant) date;

The number of complaints which in which reporting was delayed beyond the initially advised date;

The number of complainants who were sent written notification that the initially advised date would not be met, and were provided with a revised date;

The number of complainants who were sent written notification that the initially advised date would not be met, and were note provided with a revised date, and

The number of complaints in which reporting was delayed beyond the revised date or dates (noting the number of occasions on which a report was delayed more than once).

Please also provide a copy of the service standard applicable - at the time - for each year.

Yours faithfully

Freedom Of Information,

Thank you for your email to The Freedom of Information Team at Salisbury NHS Foundation Trust.

This is an automated response to confirm receipt of your email.

If your email is a new request for information, your request will be dealt with promptly and a full response will be issued normally within 20 working days from the working day following its receipt, unless further clarification is required or an extension to the 20 working days is appropriate and permissible.

Please click this link<http://www.salisbury.nhs.uk/AboutUs/OurP...> to access the Trust’s Freedom of Information Policy, which includes terms of re-use of information.

Guidance from The Information Commissioner’s Office can be found here link<https://ico.org.uk/for-the-public/offici...>.

The Trust’s publication scheme and previous responses to Freedom of Information requests can be found here link<http://www.salisbury.nhs.uk/AboutUs/Free...>.

If your request is not a Freedom of Information request and is more urgent please contact Customer Care on 0800 374208.

Freedom of Information Team
Salisbury NHS Foundation Trust
Tel: 01722 336262 ext 2816
E-mail: [Salisbury NHS Foundation Trust request email]

Disclosure under the Freedom of Information Act 2000
As a public authority, staff should be aware that, unless a valid exemption applies, all information held, including correspondence, may be considered for release following a request under the Freedom of Information Act 2000.

Salisbury NHS Foundation Trust

 
Thank you for the request for information you have sent in under the
[1]Freedom of Information Act 2000.

We will endeavour to answer your request within the next 20 working
days.

Should your request fall under any of the exemptions of the [2]Freedom
of Information Act 2000, we will not be able to answer your request,
however, we will inform you as to why it has been deemed as exempt.

Regards,

The Information Governance Team
[3]Salisbury NHS Foundation Trust

References

Visible links
1. http://www.foi.nhs.uk/home.html
2. http://www.foi.nhs.uk/home.html
3. http://www.salisbury.nhs.uk/

Freedom Of Information,

4 Attachments

Salisbury NHS Foundation Trust
Salisbury District Hospital
Department of Information Technology
Salisbury
Wiltshire
SP2 8BJ

[1]www.salisbury.nhs.uk

15^th April 2018

Reference No: FOI_4305
Dear  Marc Faulkner
Regarding your request for information that we received on the 10^th April 2018, attached to this email is the information you
requested. We hope this information is satisfactory and meets your intended request requirements. Should this information not
answer your questions, please contact us using the email address at the bottom of this email, or you can write to us using the
address above.
 
Question No. 1
Please confirm the following for each of 2015, 2016, 2017, and 2018 (year to date):

The number of complaints received (both written and verbal)
 
Answer No. 1
See attached.

To accompany this answer please also see the documents listed below that are also attached to this email:

o Complaints received by year.xlsx
 
 
Question No. 2
The number of complaints acknowledged within the Trust's stated service standard;
 
Answer No. 2
100% acknowledged within the 3-working day timescale as stated in the NHS and Social Care Complaint Regulations.
 
 
Question No. 3
The number of complaints which were fully reported on by the initially advised (to the complainant) date;
 
Answer No. 3
We only started to report on the response timescales of complaints from Q1 2017-18. Q1, Q2 and Q3 2017-18 reports are attached.

To accompany this answer please also see the documents listed below that are also attached to this email:

o Trust Board Q1 FINAL.pdf
o Trust Board Q2 FINAL.pdf
o Trust Board Q3 FINAL.pdf
 
 
Question No. 4
The number of complaints which in which reporting was delayed beyond the initially advised date;
 
Answer No. 4
Please see response to question 3.
 
 
Question No. 5
The number of complainants who were sent written notification that the initially advised date would not be met, and were provided
with a revised date;
 
Answer No. 5
If the Trust is not going to meet the initial response timescale, the complainant is contacted by email, telephone or in writing to
inform them of the delay and manage expectations of when they should receive a response. If there are further delays, then contact
will be made again.
 
 
Question No. 6
The number of complainants who were sent written notification that the initially advised date would not be met, and were note
provided with a revised date, and
 
Answer No. 6
See response to question 5.
 
 
Question No. 7
The number of complaints in which reporting was delayed beyond the revised date or dates (noting the number of occasions on which a
report was delayed more than once).
 
Answer No. 7
See response to Q5.
 
 
Question No. 8
Please also provide a copy of the service standard applicable - at the time - for each year.
 
Answer No. 8
Link to the Customer Care leaflet [2]http://www.salisbury.nhs.uk/InformationF...
Link to policy
[3]http://www.salisbury.nhs.uk/AboutUs/OurP...
 
 
Yours sincerely

Information Governance Team
If you have any questions regarding this response, please contact us at
[4][Salisbury NHS Foundation Trust request email]
Visit the Freedom of Information website at
[5]http://www.ico.gov.uk/what_we_cover/free...
Please take a few minutes to complete our FOI survey at the following link
[6]https://www.surveymonkey.co.uk/r/ZKPJG8V
This will provide feedback to the FOI Team, so that we may provide you with a better service. Your responses are anonymous and
confidential. Thank you for your input.

 

References

Visible links
1. http://www.salisbury.nhs.uk/
2. http://www.salisbury.nhs.uk/InformationF...
3. http://www.salisbury.nhs.uk/AboutUs/OurP...
4. mailto:[Salisbury NHS Foundation Trust request email]
5. http://www.ico.gov.uk/what_we_cover/free...
6. https://www.surveymonkey.co.uk/r/ZKPJG8V

Marc Faulkner left an annotation ()

Salisbury NHSFT have provided over 60 pages of information, much of it irrelevant, which will need to be sifted through in order to confirm whether all information requested has, in fact, been received, and/or whether further questions arise as a result of analysis of the information received.