Annual Complaints Report 2010/11

Annual Complaints Report in accordance with Section 18 of The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009

This report refers to complaints received for the period 01/04/10 to 31/03/11.

Section 18

18.—(1) Each responsible body must prepare an annual report for each year which must—

(a) specify the number of complaints which the responsible body received.

For the period 1.4.10 to 31.3.11the number of complaints received totalled 1011.

(b) specify the number of complaints which the responsible body decided were well-founded

The Trust does not make this distinction and chooses to consider all complaints made to the Trust. As such, the Trust does not hold data specifically relating to complaints which were deemed to be well-founded.

(c) specify the number of complaints which the responsible body has been informed have been referred to—

(i) the Health Service Commissioner to consider under the 1993 Act; or

(ii) the Local Commissioner to consider under the Local Government Act 1974; and

Of the 1011 complaints received by the Trust in 2010/11 our records show that 22 have been reported to the Parliamentary and Health Service Ombudsman.

(d) summarise—

(i) the subject matter of complaints that the responsible body received;

The subject matter of the 1011 complaints received has been set out in the table below:-

Subject (KO41(A)) / Total
Admissions, discharge and transfer arrangements / 56
Aids and appliances, equipment, premises (including access) / 2
All aspects of clinical treatment / 695
Appointments, delay/cancellation (in-patient) / 27
Appointments, delay/cancellation (out-patient) / 81
Attitude of staff / 64
Communication/information to patients (written and oral) / 46
Complaints handling / 2
Consent to treatment / 2
Failure to follow agreed procedure / 3
HA/PCG commissioning (including waiting lists) / 2
Hotel services (including food) / 8
Mortuary and post mortem arrangements / 1
Others / 6
Patients' privacy and dignity / 6
Patients' property and expenses / 5
Personal records (including medical and/or complaints) / 3
Policy and commercial decisions of trusts / 1
Transport (ambulances and other) / 1
Grand Total / 1011

(ii) any matters of general importance arising out of those complaints, or the way in which the complaints were handled;

An internal review of the framework of the management of complaints has recently taken place resulting in the establishment of a dedicated complaints management team, to assist in integrating complaints into the wider patient experience. The Corporate Affairs Directorate currently includes the work of the Patient Advisory Liaison Service, the Primary Care Support Team, Patient and Public Involvement, Patient Information, Marketing and Communications. These roles are naturally outward facing and the purpose of complaints sitting within this Directorate will allow the Trust to align formal complaint management with these functions, and focus more on providing a complainant centred approach.

(iii) any matters where action has been or is to be taken to improve services as a

consequence of those complaints.

The following provide examples where actions have been taken and lessons have

been learnt from complaints:

1. Patient F

Complaint - Physical state of patient at time of transfer to nursing home. Care of patient with dementia.

Lessons Learnt

Individualized Care plans for all patients with a diagnosis of Dementia:

  • To recognise preferences/likes and dislikes for patients with dementia who are unable to express themselves.
  • Re-introduction of the care assessment All About Me to the admission areas

Poor communication with family and perceived issues with next of kin being abroad:

  • To develop a more effective communication strategy with relatives who do not visit due to location.

All falls to be communicated to relatives regardless of location and time distance

  • All staff to be aware of their accountability and responsibility to inform next of kin of falls and injuries

Discharge planning fragmented:

  • A safe and effective approach to discharge planning implemented
  • One nominated member of staff to oversee discharge planning

Inadequate information received by nursing home:

  • Assessment form redesigned to include information on admission and discharge (based on activities of daily living)
  • Form to be photocopied and sent on transfer
  • Discharge checklist reintroduced which is completed 48 hours prior to designated discharge date
  • Formal verbal handover to be given to receiving nursing or residential home

Interpreting service not utilised adequately to meet the needs of the patient:

  • All patients to have access to the Interpreting services

2. Patient V

Complaint – Overdose of insulin

Lessons Learnt

Risk assessment tool to be developed for patients who self administer medication:

  • Self Administration Policy updated
  • Audit undertaken to assess any training and education issues which need to be addressed at ward and Trust level
  • This case to be used as a learning exercise to update ward staff on diabetic management practice

Review of blood glucose monitoring charts/Diabetes training:

  • Band 5 staff nurse training programme
  • Competency Framework
  • Podcast for Self Administration Policy
  • Diabetes management training included in Think Glucose safety project
  • Blood glucose monitoring chart