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? Data for Complaints and Patient Services (for those people who raise concerns) are collated onto our Datix System, this allows us to provide reports on themes and trends for Directorates and performance data for the Trust Board and Performance Teams.  We also have Friends and Family tests which is collected at ward level, patient and nursing metrics and this is used to provide monthly reports on how well we are doing.

2.    Does your Trust employ dedicated staff for this purpose? If so how many? We have 2.4 wte equivalent Patient Services Staff who work across the three sites, three complaints leads who have a dedicated administration teams under them 6 wte

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

4.    Are complaints and feedback collated and then reported to authorised people, such as the Trusts board or senior managers? Yes the Chief Nurse receives reports on Friends and Family and Patient and Nursing Metrics and the Head Nurses receive information on a monthly basis about all the areas that they are responsible for and use this information to discuss any themes with either the Chief Nurse or the matrons responsible for these areas. We will also produce reports for Directorates as and when required. 

5.    Who is in charge of complaints and feedback, if anyone? Jamie Emery, Head of Patient Engagement

6.    Is there a standard procedure to follow if complaints and feedback data is obtained? Yes, there is a process for registering complaints and feedback is provided either directly to the Directorates or General Managers and compliments are always forwarded to relevant area when received.  We provide regular reports for Quality and Safety Governance for each site on a regular basis.

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)?  I cannot answer this as every complaint will have a different cost against it, some are extremely straight forward but many are complex, vexatious complainants would cost us more in time and money in order to try and resolve them.  However finance may be able to provide staff costs but we do not have a breakdown of other costs.

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

2013-2014 = 934

2012-2013 = 728

2011-2012 = 681

2010-2011 = no numbers

9.    Do you capture and measure concern data separately? Yes