Patient Feedback Handling

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Dear Oxleas 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

Dear Sir/Madam,

Thank you for your emailed FOI Request.

Please be aware that due to staff shortages the Information Governance Team is experiencing long delays in processing requests for information.

Please accept my apologies on behalf of the Trust for any inconvenience caused by the delay.

A member of the Information Governance Team will be in contact with you as soon as they have the capacity to start to process your request for information.

Kind regards

Information Governance Team
01322 299854/55/56

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2 Attachments

Dear Sherelle Folkes

 

Ref: FOI 1505

 

Thank you for your request for information dated 13 November 2014. Please
find attached our response to your request for information under the
Freedom of Information Act 2000.

 

Kind regards,

 

 

Rihanne Stephen

Information Governance Officer

Information Governance Team
Fax: 01322 299851

[1][email address]

>>> Sherelle Folkes <[FOI #239048 email]>
13/11/2014 10:18 >>>
Dear Oxleas 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

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