Patient Feedback Handling
Dear Hull and East Yorkshire Hospitals NHS 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
Dear Sherelle
Thank you for your request for information. It will be dealt with under the terms of the Freedom of Information Act 2000. In some circumstances a fee may be payable and if that is the case, we will let you know. A fees notice will be issued, which you will be required to pay before we proceed with your request.
We will respond to your request within 20 working days of it being received.
All information provided under Freedom of Information is deemed to be in the public domain. The Information Commissioner requires as good practice that organisations make public, information provided from Freedom of Information requests.
Any information we provide following your request under the Freedom of Information Act will not confer an automatic right for you to re-use that information, for example to publish it. If you wish to re-use the information we provide and you do not specify this in your initial application for information then you must make a further request for its re-use as per the Re-Use of Public Sector Information Regulations 2005 www.opsi.gov.uk . This will not affect your initial information request.
Kind Regards
Freedom Of Information Team
for Hull & East Yorkshire Hospitals Trust
Mary Seacole Building, Willerby Hill,Willerby, HU10 6ED
Fax: 01482 477857
This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to which they are addressed. If you are not the intended recipient you are notified that any use, disclosure, copying or distribution of the information is prohibited. In such cases you should destroy this message and kindly notify the sender by reply e-mail. All e-mails will be scanned by the Trust for viruses, spam and malicious content. However, Humber NHS Foundation Trust will not be liable for any losses as a result of any virus contained within this email or attachment(s). We are not liable for any opinions expressed by the sender where this is a non-business e-mail. If you do not receive the entire message, or if you have difficulty with the transmission, please telephone us immediately.
Dear Sherelle
Please find attached the response to your Freedom of Information Request.
The information we have provided to you is copyrighted to the Hull & East Yorkshire Hospitals NHS Trust and provided to you free of charge for your personal use or for other specific uses permitted in the Copyright Act. If however you wish to use the information we have provided for any commercial purposes including the sale of the information to a third party then, under the Regulations on the Re-use of Public Sector Information Regulations 2005, you must ask us for permission to do so in respect of each specific piece of such information. If we do grant such permission this may involve a licensing arrangement which may attract a fee.
All information provided under Freedom of Information is deemed to be in the public domain. The Information Commissioner requires as good practice that organisations make public, information provided from Freedom of Information requests.
If you are unhappy with the service you have received in relation to your request and wish to make a complaint or request a review of our decision you should write to:
Mr Lee Bond
Chief Financial Officer
Hull and East Yorkshire Hospitals NHS Trust
Finance Department
Castle Hill Hospital
Castle Road
Cottingham
HU16 5JQ
Email; [email address]
If you are not content with the outcome of your complaint, you may apply directly to the Information Commissioner for a decision. Generally, the ICO cannot make a decision unless you have exhausted the complaints procedure provided by the Hull & East Yorkshire NHS Trust. The Information Commissioner can be contacted at:
The Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Yours sincerely
Freedom of Information Team
On behalf of Hull & East Yorkshire Hospitals NHS Trust
Mary Seacole Building
Willerby Hill
Willerby
HU10 6ED
This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to which they are addressed. If you are not the intended recipient you are notified that any use, disclosure, copying or distribution of the information is prohibited. In such cases you should destroy this message and kindly notify the sender by reply e-mail. All e-mails will be scanned by the Trust for viruses, spam and malicious content. However, Humber NHS Foundation Trust will not be liable for any losses as a result of any virus contained within this email or attachment(s). We are not liable for any opinions expressed by the sender where this is a non-business e-mail. If you do not receive the entire message, or if you have difficulty with the transmission, please telephone us immediately.
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