Patient Feedback Handling

The request was partially successful.

Dear Royal Liverpool and Broadgreen University 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

FOI, Royal Liverpool and Broadgreen University Hospitals NHS Trust

Dear Ms Folkes

Thank you for your request under section 1a of the Freedom of Information Act.
We have begun to process your request and will send a response to you within the 20 working day time frame.

Many thanks

FOI Department
Access to Information Office
[Royal Liverpool and Broadgreen University Hospitals NHS Trust request email]
0151 706 2677

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FOI, Royal Liverpool and Broadgreen University Hospitals NHS Trust

1 Attachment

Dear Ms Folkes

 

Please accept our apologies for the delay in providing the attached
response letter to you.

 

Many thanks

 

Kevin

 

Kevin Dooley
FOI Department
Access to Information Office
[1][Royal Liverpool and Broadgreen University Hospitals NHS Trust request email]
0151 706 2677
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