Patient Feedback Handling

Sheri Brown made this Freedom of Information request to Warrington and Halton Teaching Hospitals NHS Foundation Trust

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Dear Warrington and Halton Hospitals 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,

Sheri Brown

Dear Sheri

 

Freedom of Information Act 2000 –Ref No: 14-182

 

Please find below the responses to the information you have requested.

 

 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?

o Patient Experience Team (PET) is responsible for the handling of
complaints and the PALS service.  This includes concerns raised. 
Formal complaints/concerns can be received by letter to the Chief
Executive, letter or email to the PET/PALS directly or by telephone
call.  Some letters are handed in and forwarded to the PET.
o Compliment letters sent to the Chief Executive are passed to PET for
logging and sharing with relevant teams.
o NHS Choices posts are reviewed and replied to by the Communications
Team
o HealthWatch organisations may forward feedback from individuals and
these are processed by the PET.
o Two local (P&D and patient experience tracker(PET)), all national and
FFT surveys are coordinated by PET

 

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

 

PET:

Patient Experience Matron

PALS/Volunteer Coordinator

Patient Experience Officers x3

Patient Experience Survey Assistant

Administrative Assistant

 

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

 

Complaints/PALS data is held on site for active complaints/PALS.  There is
an off-site storage facility for old files.

National surveys are handled by a recommended contractor.  Currently 3
year contract.

NHS Choices off-site

FFT under contract for 3 years.  Collected on-site and sent to contractors
for input/analysis/reporting

 

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

 

Complaint reports are prepared regularly:

o Annual report to Board at year end
o Quarterly report to Board
o Triangulation report monthly
o Divisional reports for governance and other meetings
o Case studies presented at Patient Experience Group (PEG)
o Quarterly Governance report
o Ad hoc reports

 

Other patient experience feedback:

 

o National Surveys to Board/Trust and divisional quality
committees/governor’s committees/PEG
o P&D to commissioners, all execs and senior managers as part of DSSA
reporting
o FFT and PET  to PEG, Governors’ committee
o Monthly PET results to wards and matrons (also on Intranet)
o Quarterly PET to divisional leads
o Monthly FFT to wards and matrons (also on Intranet)

 

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

 

Chief Executive has overall responsibility for answering complaints and
responses to formal complaints are sent by her.

 

Director of Nursing and OD is executive lead for complaints and delegates
responsibility to the Deputy Director of Nursing, Quality and Patient
Experience  working with her for the strategic development of the wider
patient experience agenda.  The Patient Experience Matron is responsible
for leadership of the broad remit of patient experience, including
complaints and PALS and for the development of both formal and informal
feedback mechanism.

 

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

 

There are procedures in place for these forms of feedback.

 

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)?

 

Annual Pay for PET                          £187,607.

Redress                                                Small settlements
(i.e. for lost dentures, spectacles etc.) are funded by the responsible
division if liability for loss is admitted and varies each year, though is
a relatively small figure, between £1 – 2,000/annum.  In the last
financial year (2013/14) the trust was fined £700 by the PHSO in support
of a complainant whose case they upheld. 

IT costs                                                 I am advised by
Finance Dept. that our applications are standard for the Trust and a
figure is difficult to cost.

Storage costs                                     Storage of paper records
at an off-site facility costs approximately £50/year

Legal costs                                          We have sought legal
advice twice in the past year.  The cost approximately £1,500

Report compilation                         Not applicable

Maintenance                                     General maintenance falls
under departmental maintenance (Corporate Nursing and Governance) so not
specific to PET

Contractors                                        National surveys
£10.000 for 3 years (started 2013).  FFT contract is free for 3 years
(started April 2013)

 

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

2010/11                492

2011/12                504

2012/13                571

2013/14                422

 

9.            Do you capture and measure concern data separately?

Yes, since April 2013

 

 

If you are dissatisfied with the way your request for information has been
handled you can contact the complaints team to request a review by writing
to:

Complaints Manager, Kendrick Wing, Warrington Hospital, Lovely Lane,
Warrington, WA5 1QG. 

If you are dissatisfied with the outcome of this internal review you can
submit a complaint to the Information Commissioner’s Office. You can do
this by writing to: 

FOI / EIR Complaints Resolution, Information Commissioner's Office,
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.

Alternatively you can complete an electronic complaints form and submit it
to the Information Commissioner’s Office via email. I have included a link
below for your convenience which explains how to complain to the
Information Commissioner’s Office.

[1]http://www.ico.gov.uk/complaints/freedom...

 

Please find a link to a Freedom of Information satisfaction survey which
we would be extremely grateful if you could complete.

 

[2]http://www.surveymonkey.com/s/2JCP23S

 

Regards

 

Mr Mark Ashton

Information Governance and Corporate Records Manager - Information
Governance

Warrington and Halton Hospitals NHS Foundation Trust

Direct Dial: 01925 635911

Internal Ext: 5673

IT Dept, Kendrick Wing, Warrington Hospital, Warrington, WA5 1QG

[3]www.warringtonandhaltonhospitals.nhs.uk

 

 

 

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