Patient Feedback Handling
Dear Hampshire 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,
Nicola
Dear Madam
Thank you for your request for information dated 6th May 2014. We will make every effort to supply you with the information within 20 working days.
Please do not hesitate to contact this office if you have any queries.
Yours sincerely,
Sharron Crowhurst
Freedom of Information Office
Hampshire Hospitals NHS Foundation Trust
Dear Nicola
Please find attached a formal response to your recent Freedom of
Information request.
Regards,
Sharron Crowhurst
Freedom of Information Office
Hampshire Hospitals NHS Foundation Trust
Basingstoke and North Hampshire Hospital
Tel: 01256 473202
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