Patient Feedback Handling

Sherelle Folkes made this Freedom of Information request to The Clatterbridge Cancer Centre 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.

The request was successful.

Sherelle Folkes

Dear The Clatterbridge Cancer Centre NHS Foundation Trust,

1. How are complaints, compliments and feedback handled at the Trust? This data might be obtained by means such as email, phone, letter, piece of paper in a hospital reception etc. etc. Is there a central place where this data is collated?

2. Does your Trust employ dedicated staff for this purpose? If so how many?

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

4. Are complaints and 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. What are the operational costs to the Trust for complaints and feedback, excluding redress (staff costs, computer and software costs, storage costs, legal costs, search costs, report compilation costs, maintenance and any other considerations)?

8. Could you please supply your most recent annual complaint volume figures and the preceding 3 year volumes please?

9. Do you capture and measure concern data separately?

Yours faithfully,

Sherelle Folkes

Dee-Anne Bentley,

1 Attachment

Dear Ms. Folkes

 

Re:  Freedom of Information request

Ref: 122-2014

 

Thank you for your email dated 14^th May 2014 requesting various
information with regard to how are Trust handles complaints, compliments
and feedback received and how the data is collected and reported.

 

Your request is being dealt with under the terms of the Freedom of
Information Act 2000 and will be answered within twenty working days i.e.
by no later than 12^th June 2014.

 

If you have any queries about this request please do not hesitate to
contact me.  Please remember to quote the reference number above in any
future communications.

 

Kind regards.

 

Yours sincerely

 

Dee-Anne Bentley

Document Control Manager & Freedom of Information Lead

Tel: 0151 334 1155  ext. 5844

Email: [email address]

 

The Clatterbridge Cancer Centre NHS Foundation Trust

Clatterbridge Road, Bebington, Wirral CH63 4JY

 

[1]Clatterbridge-Email-bar-RGB.jpg

 

The information contained in this e-mail may be subject to public
disclosure under the NHS Code of Openness or the Freedom of Information
Act 2000. Unless the information is legally exempt (eg under the Data
Protection Act 1998) the confidentiality of this e-mail and your reply
cannot be guaranteed.

 

References

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Dee-Anne Bentley,

Dee-Anne Bentley would like to recall the message, "(2) Acknowledgement to
FOI 122-2014".

Dee-Anne Bentley,

1 Attachment

Dear Ms. Folkes

 

Re:  Freedom of Information request

Ref: 122-2014

 

Thank you for your email dated 14^th May 2014 requesting various
information with regard to how our Trust handles complaints, compliments
and feedback received and how the data is collected and reported.

 

Your request is being dealt with under the terms of the Freedom of
Information Act 2000 and will be answered within twenty working days i.e.
by no later than 12^th June 2014.

 

If you have any queries about this request please do not hesitate to
contact me.  Please remember to quote the reference number above in any
future communications.

 

Kind regards.

 

Yours sincerely

 

Dee-Anne Bentley

Document Control Manager & Freedom of Information Lead

Tel: 0151 334 1155  ext. 5844

Email: [email address]

 

The Clatterbridge Cancer Centre NHS Foundation Trust

Clatterbridge Road, Bebington, Wirral CH63 4JY

 

[1]Clatterbridge-Email-bar-RGB.jpg

 

The information contained in this e-mail may be subject to public
disclosure under the NHS Code of Openness or the Freedom of Information
Act 2000. Unless the information is legally exempt (eg under the Data
Protection Act 1998) the confidentiality of this e-mail and your reply
cannot be guaranteed.

 

References

Visible links

Dee-Anne Bentley,

2 Attachments

Dear Ms. Folkes

 

Re:  Freedom of Information request

Ref: 122-2014

 

Thank you for your email dated 14^th May 2014 requesting various
information with regard to how our Trust handles complaints, compliments
and feedback received and how the data is collected and reported.

 

The information you require is as follows:-

 

1.       How are complaints, compliments and feedback handled at the
Trust? This data might be obtained by means such as email, phone, letter,
piece of paper in a hospital reception etc. etc.  Is there a central place
where this data is collated?

 

                The Patient Experience Manager collates all feedback into
the Trust.  We encourage feedback from patients, relatives and carers via
a number of methods including an e-mail link on our website, 4C comment
cards which are placed around the Trust, The Friends & Family Test, PALs
concerns, formal          complaints and our internal Patient Feedback
survey.

 

2.       Does your Trust employ dedicated staff for this purpose? If so
how many?

 

1 member of staff, the ‘Patient Experience Manager’.

 

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

 

On-site.

 

4.       Are complaints and feedback collated and then reported to
authorised people, such as the Trusts board or senior managers?

 

Formal complaints, Pals trends, Friends and family and internal survey
data is  reported on a monthly basis to the whole Trust via “Team Brief”.
 More specific information relating to complaints is reported to the Board
on a monthly basis and The Integrated Governance Committee quarterly.  
Directorate Managers receive ad-hoc reports for their areas and quarterly
for Directorate performance reviews.

 

5.       Who is in charge of complaints and feedback, if anyone?

 

The Patient Experience Manager and Director of Nursing &Quality

 

6.       Is there a standard procedure to follow if complaints and
feedback data is obtained?

 

The Trust has a ‘Handling Complaints & Concerns Policy’ .

 

7.       What are the operational costs to the Trust for complaints and
feedback, excluding redress (staff costs, computer and software costs,
storage costs, legal costs, search costs, report compilation costs,
maintenance and any other considerations)?

 

We do not pay out financial redress for complaints and do not record the
other costs.

 

8.       Could you please supply your most recent annual complaint volume
figures and the preceding 3 year volumes please?

 

13/14 Total complaints:                 19

                12/13 Total complaints:                 11

                11/12 Total complaints:                 14

 

9.       Do you capture and measure concern data separately?

 

PALs concerns are recorded separately, captured as described in Q1.

 

 

If you require any further information please do not hesitate to contact
me.

 

Please remember to quote the reference number above in any future
communications.

 

If you are dissatisfied with the handling of your request, you have the
right to ask for an internal review.  Internal review requests should be
submitted within two months of the date of receipt of the response to your
original letter and should be addressed to: Freedom of Information Review,
The Clatterbridge Cancer Centre NHS Foundation Trust, Clatterbridge Road,
Bebington, Wirral, CH63 4JY

 

If you are not content with the outcome of the internal review, you have
the right to apply directly to the Information Commissioner for a
decision. The Information Commissioner can be contacted at: Information
Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9
5AF.

 

In order for us to ensure customer satisfaction and to monitor compliance
with the Freedom of Information Act 2000, we would be grateful if you
could take a couple of minutes to complete the attached form and return by
email to [1][email address] or by post to the
address below.

 

Kind regards.

 

Yours sincerely

 

Dee-Anne Bentley

Document Control Manager & Freedom of Information Lead

Tel: 0151 334 1155  ext. 5844

Email: [email address]

 

The Clatterbridge Cancer Centre NHS Foundation Trust

Clatterbridge Road, Bebington, Wirral CH63 4JY

 

[2]Clatterbridge-Email-bar-RGB.jpg

 

The information contained in this e-mail may be subject to public
disclosure under the NHS Code of Openness or the Freedom of Information
Act 2000. Unless the information is legally exempt (eg under the Data
Protection Act 1998) the confidentiality of this e-mail and your reply
cannot be guaranteed.

 

References

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1. mailto:[email address]
mailto:[email address]