Annual Complaints Report
For the Period
1 April 2015 – 31 March 2016
Contents
1. Introduction ................................................................................................... 3
2. Definitions ..................................................................................................... 4
3. Activity & Performance .................................................................................. 5
4. Listening, Reviewing, Learning, Improving .................................................. 14
5. Priorities for 2016/17 ................................................................................... 15
6. Conclusion .................................................................................................. 15
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Complaints Annual Report 2015/16
1. Introduction
This report summarises complaints activity and performance of the Patient Experience Team (PET)
at Sherwood Forest Hospitals NHS Foundation Trust (SFHT) for the year 1 April 2015 to 31 March
2016. Improvements to services including those implemented as a result of complaints are identified
it the Annual Quality account.
The Keogh Report (2013) highlighted a number of failings across NHS Trusts and made a number
of important recommendations to ensure an accessible and responsive complaints process. We
welcomed these recommendations and, as part of our improvement programme have made
significant improvements within our Trust with regards to how our complaints process works,
including the integration of the Patient Advice and Liaison Service (PALs) and Complaints Team in
September 2014.
During the period 1 April 2015 - 31 March 2016 we received 361 complaints, responded to a further
3993 informal concerns, acknowledged 978 compliments and 80 NHS Choice comments. The
number of complaints and concerns received accounts for less than 0.77% of the number of patient
contacts, which totaled over 568,751 during the reporting period.
We have continued to welcome, listen to and act on all aspects of patient feedback. There are a
number of posters advising how to raise concerns throughout the hospital including patient
experience leaflets in public areas explaining how to provide feedback and raise concerns and
complaints, with an easy to read version for people who less literate.
Staff are encouraged to try and resolve complaints at ward or local departmental level, where this is
not possible they can direct patients/families to the PET. The Patient Experience Offices are located
at the entrance to Kings Mill and Newark Hospitals, providing a satellite service at Mansfield
Community Hospital which offers support and advice as a single point of access for all patient,
relatives and staff. There is a full page on our website where complainants are directed to advice on
how to make or resolve complaints and information as how to do this. An internet complaints form
can be submitted by email to the generic Patient Experience Team inbox. A dedicated email
address and telephone number is available and training has been provided to staff during new
starter induction days to promote the service across the Trust.
The priorities for the complaints service in 2015/16
Our priorities were to:
 Improve response times to ensure patients and families receive a timely response.
 Review and update the Trust’s complaints policy
 Strengthen divisional management teams and support clinical divisions to ensure agreed
timescales were achieved with regards to our complaint responses
 Ensure compliance with the requirement for the statutory Duty of Candour meeting regulation
20 of the Health and Social Care Act relating to complaints and supporting the serious
investigations.
 Further strengthen our service by providing training for staff who are directly involved in
complaints handling.
 Strengthen and consolidate the changes to our PALS and Complaints Team.
 Explore integration of the PET with the Governance arrangements to develop triangulation of
complaints, serious investigations, coroner’s inquests and claims.
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Complaints Annual Report 2015/16
2. Definitions
Throughout this report ‘K041’ complaints are referred to as ‘complaints’ and these are managed
through the Trust’s complaints process and information on these is reported on to the HSCIC
(Health and Social Care Information Centre). The term ‘concerns’ is used in relation to informal
concerns which are managed and resolved either on the spot, at a local level or issues which do
not meet the criteria of the NHS complaint regulations or are ‘out of time’.
We record and respond to all concerns and complaints irrespective of how they are presented;
whether this is in writing, in person, over the telephone or by email. Complaints made verbally but
not successfully resolved within an agreed timescale, and those made in writing or electronically,
such as by email, are acknowledged within 3 working days. This will normally be verbally in the
first instance to establish the details of the concerns and complaint followed by written
correspondence in accordance with the NHS regulations which is coordinated and managed by
the PET.
In April 2015 the reporting process for K041 returns nationally required the Trust to review and
change the coding of all complaints and concerns, reporting quarterly as opposed to the annual
submission in previous years. Therefore comparison of the themes of reported complaints between
2014/15 and 2015/16 is not exact due to the changes required.
For any complaint raising issues that require a more detailed investigation these are managed
formally, in accordance to the Trust’s Complaints Procedure. All Concerns and Complaints are
recorded and managed in the following ways:
Informal Concerns
Informal concerns which cannot be resolved locally on the spot are usually managed through the
PET. These are usually concerns, queries or requests for information which do not require detailed
investigation, however may require guidance, signposting or information. These issues are
recorded and dealt with in real time by our PET or by a relevant member of staff who is able to
offer appropriate information. If the matter is not resolved to the enquirer’s satisfaction then the
concern is managed as a K041 complaint.
Some informal concerns which are considered to be too significant not to investigate are escalated
by the Head of Patient Experience to the Divisional Head of Nursing or Senior Department
Manager and if appropriate are investigated as a complaint would be.
Complaints
The Trust will investigate a complaint in a manner appropriate to the nature of the issues raised;
we aim to resolve all complaints speedily and efficiently whilst during our investigation, keep the
complainant informed, as far as reasonably practicable, as to the progress of the investigation and
any delays.
Each complaint is triaged and graded by the Head of Patient Experience or Divisional Patient
Experience Lead to determine the level of investigation required and whether any additional
actions need to be taken, such as a Serious Incident Review by Root Cause Analysis, or liaison
through HM Coroner or involvement of the Trust Safeguarding Team.
A timeframe is communicated with the complainant at start of the investigation – this is a means of
setting a realistic timescale given all the circumstances which may arise. The Trust aims to resolve
the majority of complaints in 25 working days though for complex cases this may be 45 working
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Complaints Annual Report 2015/16
days or more if investigation, external review, Coronial process dictates or Root Cause Analysis is
required. We have aligned our complex investigation process to national incident reporting
timescales to ensure consistency. Our focus is to provide a quality, thorough open candid
investigation and response which sometimes may necessitate a longer time period.
3. Activity & Performance
This section provides an overview and a more detailed breakdown of key performance and activity
data for 2015/16. It includes the number of complaints received, the number of complaints closed,
response times and a breakdown of the subjects most frequently raised in complaints. Plans for
further improving performance for 2016/17 are detailed in Section 5 of this report.
The Trust have strengthened the team, implemented and embedded changes to the complaints
process to ensure we are responsive to patients’ and relatives concerns. We have improved our
responsiveness to concerns, and this is shown in the graph below.
The Head of Patient Experience supports the Duty of Candour for the Trust, and with the assistance
of the Patient Experience Leads, a total of 16 serious investigations linked to complaints and 17
serious investigations reports unrelated to complaints were shared with patients and relatives which
included a meeting to discuss the investigation findings. This demonstrated an increase of 67%
from the previous year.
The Trust has had 7 cases referred to Parliamentary Health Service Ombudsman (PHSO) in
2015/16 comparable to the 17 in 2014/15, showing a decrease of 59%. Of the 7 cases referred, 6
are on-going and 1 investigation completed however not upheld.
Currently 5 ongoing cases referred to the PHSO in 2014/15 which predominately related to care
occurring in the preceding years, those investigations were completed during 2015/16. A total of 5
were partly upheld and 1 not upheld, one resulting in financial remedy. The 5 cases partly upheld
related to medical care and decision making which have been escalated to the Clinical Lead of the
Service and Medical Director to develop an action plan and letter of apology to the
patients/relatives. Issues relating to the complaint management were also highlighted which have
been addressed as part the introduction of the new complaint systems and processes in September
2014.
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Complaints Annual Report 2015/16
Overview
Table 1: Activity and Performance Data
2014-15
2015-16
Number of complaints received
542
361
Number of complaints closed
388**
351
Number of Complaints KO41 reported*
568
346
Number of concerns received**
4182
3993
17
7***
6
1***
11***
6***
Complaints concerning SFHT
reviewed by the PHSO
Complaints concerning SFHT upheld by the
PHSO
Complaints concerning SFHT on-going by
the PHSO
* The number of complaints received in writing is reported to the Department of Health in the annual K041a complaints
monitoring return. **Datix previously not used to record closed complaints *** At time of reporting
The numbers of complaints received in 2015/16 compared to 2014/15 decreased from 542 to 361 a
34% decrease. The number of complaints reported in the KO41 process is slightly less as some
cases are not eligible to be reported.
Key points to note from the data are as follows:
 The Trust received a total of 361 complaints in 2015/16, representing a 34% decrease
compared to 2014/15.
 3992 concerns were recorded for 2015/16 demonstrating less than 1% decrease in 2014/15
indicating single point of access for patients and relatives complaint, concerns and
compliments is working effective ensuring the appropriate level of investigation is completed,
and improvements are identified.
 A total of 7 cases were referred by complainants to the Parliamentary and Health Service
Ombudsman (PHSO) for review representing less than 2% of cases, and a 59% decrease of
the applications received during 2014/15. This evidences the extend of local resolution
provided by the Patient Experience Team to ensure complainants concerns are robustly
investigated and all avenues of resolution are exhausted prior to referral to the PHSO.
All complaints continue to be managed in accordance with the policy as follows::
 100% complaints were verbally and formally (written acknowledgement) within 3 working days
 End of year performance shows 93% of complaints received were responded to within 25
working days/or agreed timescales against the Trust internal target of 90%
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Complaints Annual Report 2015/16
 46% of complaints were upheld in full or part after investigation, showing a 2% increase from
2014/15 providing an opportunity for service improvement.
 The Head of Patient Experience assists with the Duty of Candour for the Trust, and with the
support of the Patient Experience Leads, a total of 33 serious investigations reports were
shared with patients and relatives, of these 16 serious investigations were linked to complaints
and 17 serious investigations reports unrelated to complaints, which included a meeting to
discuss the investigation findings. This demonstrated an increase of 67% from the previous
year.
3.1 – Complaints and Concerns Received
The graph below shows the number of concerns and complaints received by month during
2015/16. This demonstrates the fluctuations which can occur from month to month, however as
noted in previous years the peak of concerns is aligned to the publication of regulatory reviews and
increased media coverage.
Table 2: Complaints and Concerns Received by Month 2015/16
600
550
500
450
400
350
300
250
200
150
100
50
0
Apr-15 May-15 Jun-15
Jul-15
Aug-15
Sep-15
Complaint
Oct-15
Nov-15 Dec-15
Jan-16
Feb-16 Mar-16
Concern
The graph above shows the number of complaints received remains ranges between 30-50
complaints per month, which peaked slightly in October, November 2015 and February and March
2016, this was largely due to the bed pressures which saw the Trust on Black Alert. These
complaints related to safe and timely discharge arrangements with a specific focus on
communication to patients and relatives. This intelligence has been shared with Divisional Heads of
Nursing and the Chief and Deputy Nurse to develop improvements within this area.
During Quarter 2 and 3 2015/16 the Trust were experiencing significant issues regarding patients
accessing the outpatient booking team, due to staff shortages, clinic capacity and the lack of
automated systems to manage the volume of telephone calls received. The Patient Experience
Team have liaised extensively with the Diagnostic and Outpatient Divisional teams, patients and
relatives to ensure appointments were coordinated to prevent further poor patient experience. The
Head of Patient Experience provided weekly intelligence as a member of the Trust Outpatient
Improvement Board which has seen significant improvements to the outpatient services including the
introduction of the Call Centre Booking Team providing a 8am - 8pm service, relocation of the Case
Note store and ensuring appropriate preparation and availability of medical records in outpatient
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Complaints Annual Report 2015/16
departments. The Diagnostic and Outpatient Division have successfully recruited to numerous
substantive posts within the Outpatient department to provide a consistent service to patients and
staff. As a result the number of concerns has decreased sharply during the last quarter of the year.
3.2 – Complaints and Concerns Received by Division
The graph below shows the number of complaints and concerns received during 2015/16 by
Division. A revised divisional structure took place in Quarter 4 2015/16 therefore comparisons with
previous years are not possible, and due to Datix reporting this change from 1 March 2016, the
data has been consolidated for this month. Although the surgery vision received the most
concerns, this largely relates to the outpatient access to the appointment team theme which was
previously sat within the surgery division prior to transfer of service to the diagnostic and
rehabilitation division in early 2016. The largest divisions, Surgery and Emergency Care and
Medicine Division received the most complaints this was to be expected as they are the two
biggest divisions within the Trust.
Table 3: Number of complaints and concerns received by Division 2015/16
2200
2000
1800
1600
1400
1200
1000
800
600
400
200
0
Emergency
Surgery Division Diagnostics and Newark Hospital
Urgent
Out-patients
Care/Medicine
Complaint
Strategic
Planning and
Commercial
Development
(SPCD)
Corporate
Division
Concern
3.3 – Complaints by Specialty/Service 2014/15 in comparison to 2015/16
The following graphs illustrate the Specialty/Service areas receiving the largest number of
complaints, ranked by the highest 10 departments during 2015/16 compared to the previous year.
This correlates to the specialty/department with the highest areas of patient activity.
Table 4: Top Ten Departments receiving complaints 2014/15 in comparison to 2015/16
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Complaints Annual Report 2015/16
80
70
60
50
40
30
20
10
0
2014/15
2015/16
During 2015/16 the Emergency Department received unprecedented number of attendances which
is reflected by the increase in the number of complaints received, in addition the number of
complaints relating to the Emergency Admissions Unit increased by 50% which largely related to
attitude of nursing staff, patient transfer delays, clinical discharge and diagnosis. The division is
working closely with the Patient Experience Team to manage and implement the identified areas for
improvement.
The themes within the specialities highlighted above related to timely diagnostic tests, the
appropriate management of care and treatment between medical and surgical divisions for patients
who may require input from both specialities during working diagnostic. The Discharge
arrangements continue to be entwined within other themes of complaints which have highlighted the
discharge of elderly patients late at night, and the lack of communication provided to families
regarding the intended discharge arrangements. Whilst patients with mental capacity are liaised
with directly by the Medical and Nursing teams, it is an expectation that any changes to the
discharge plans are provided to the Next of Kin or appointed relative in a timely manner. This has
been addressed with the individual areas and Integrated Discharge Team.
There appears to be a cross divisional trend relating to patients during early pregnancy, the
complaints have highlighted that routinely patients are attending the Emergency Department with
pregnancy related concerns. This attendance is largely out of hours; therefore the patients are
requested to return the following day to the Early Pregnancy Unit for investigational procedures.
This is clearly a distressing wait for patients, which has identified the Emergency Department is not
the appropriate setting for these patients. This theme has been shared with the Emergency Care
and Maternity Divisions as a result of the Trusts complaints investigations for further consideration
and action.
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Complaints Annual Report 2015/16
3.4 – Complaints and Concerns by Theme
The top ten subjects of complaints have remained largely unchanged from 2014/15, clinical care and
treatment remains the subject raised most frequently, which has risen slightly by 5%.
Following further analysis the attitude of Doctor theme, there is no significant speciality or doctor
identified and although not all complaints were upheld, the relevant staff have been requested to
reflect on the incidents and understand the importance of patients and relatives perception of staff.
This reflection will be discussed at staff’s appraisals, of which will include Medical Appraisals.
The communication theme was recorded to the Planned Care and Surgery Division prior to the
transfer of the Outpatient Administration and Bookings team to the Diagnostic and Rehabilitation
Division in early 2016. These complaints related to delays in Ophthalmology and Maxiofacial
services which continue to be an on-going challenge due to limited capacity within the Trust. In
addition patients have reported concerns relating to delays in receipt of clinic letters following
outpatient consultations due to low levels of administrative staff which has been escalated to the
Patients Services Manager; this includes both Kings Mill and Newark Hospitals Outpatients
Departments.
Clinical - Treatment
Clinical - Diagnosis
Attitude - Doctor
Nursing - Care and Treatment
Clinical - Discharge
Clinical - Delay
Communication - Doctor
Communication
Attitude - Nurse/Midwife
Clinical - Other
0
10
20
2014
30
40
50
60
70
80
2015
Table 5: Top Ten Themes in 2015/16 compared to 2014/15 by percentage
3.5 – Response Times
The Trust continued improvement in our response times during 2015/16 in which we have achieved
above our 90% target for the whole year. The Trust acknowledged 100% of all complaints within
three working days, both verbally and by a written letter of acknowledgement in accordance with
national regulations.
The Trust has an internal target that a written response to the complainant should be sent within 25
working days in 90% of cases. The Trust responded to 93% of complaints within 25 working days, or
an agreed timescales with the complainant for complex cases and investigations. The Patient
Experience Team ensure complainants are informed of the progress of the complaint investigations,
if necessary agree additional time if it is identified during the investigation that timescales cannot be
achieved due to the unforeseen complexities. The Patient Experience Team and divisions
endeavour to ensure a timely robust investigation and response is provided, however complex
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Complaints Annual Report 2015/16
complaints which include multiple NHS Trusts, complaints relating to serious investigations and/or
coroners cases do required further time, which resulted in 7% of the cases being managed within 50100 workings days.
Graph 6: Trust annual caseload of complaints
300
243
250
200
150
100
65
50
24
22
7
0
Investigating
Local Resolution
Meeting
Ombudsman under
review
Written Response
Reopened
*All complaints within 25 working days / agreed timescales with complainant depending upon level of investigation
Of the total number of complaints investigated during 2015/16, the Patient Experience facilitated a
total of 65 local resolution meetings with complainants and the relevant clinical staff to share
investigation findings and actions and learning.
3.6 – Complaint Outcomes
The outcome of all complaints is recorded as follows:
Table 7: Table of complaint outcome definitions
Upheld
Partly Upheld
Not Upheld
Complaints in which the concerns were found to be correct
on investigation
Complaints in which, on investigation, the main concerns
were not found to be correct, however some of the concerns
or issues raised by the complainant were found to be correct
Complaints in which the concerns were not found to be
correct on investigation. If a complaint is not upheld, we still
recognise the validity of the concern to that complainant and
we acknowledge that we have failed to meet their
expectations.
All complaints are reviewed and reported on irrespective of their outcome status, and if a complaint is
not upheld, there is still an opportunity to learn and review our procedures, for example through
understanding the motives and feelings of the complainant.
The Trust is committed to providing an open, honest and straightforward response, with robust
complaint handling at a local level. Of the complaints investigated in 2015/16, 6% of cases were reopened for further local resolution, indicating the complainants were dissatisfied with the response
they received from the Trust. This number remained static compared to the 2014/15.
The Trust is required under the complaints legislation to assess and record whether or not the issues
were considered to be substantiated following investigation. From December 2014, 46% of the
complaints investigated were upheld or partially upheld.
This graph below shows the comparison between previous year:
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Complaints Annual Report 2015/16
Table 8: Complaint Outcomes 2014/15 & 2015/16
33
35
29
30
25
24
20
15
12
13
12
10
5
5
2
1
2
1
0
On-going
Not Upheld Partially Upheld
Upheld
2014
Significant
distress
Loss of life
Withdrawn
2015
*Please note during 2014/15 outcomes were measured from January 2015 ONLY Outcomes are no longer measured
against Loss of life or significant distress which is aligned to the national benchmarking and DoH data returns.
3.7 – Learning from Complaints
It is essential that the Trust continues to learn from complaints and concerns, ensuring service
improvements are embedded into everyday practice. The Patient Experience Manager and Divisional
Patient Experience Leads are currently working with the Divisional Teams to support the
implementation of the action plans for all upheld/Partially Upheld complaints and action trackers to
ensure implementation of the agreed actions and service improvements are undertaken. The
following section provides a summary of trust wide service improvements implemented during
2015/16 which have included treatment in the
 Emergency Department – Improve the current pathway relating to patients attending or
appropriate service and review current early pregnancy care pathway
 Bereavement Centre – Introduction of system and procedures to capture accurate details of all
deceased patients
 Updated Mortuary Standard Operating Procedures for patient admissions
 All patients to be notified by telephone wherever possible of outpatient appointments which are
cancelled within 2 weeks of appointment to avoid attendance to the clinic.
 Continue to ensure staff are working to the Trust Quality for All values and behaviours
 Provide and delivery complaints feedback to divisions for learning and reflection.
 To review the current reporting arrangements between Complaints, Serious Investigations and
Coroners Reports to avoid duplication of investigations and consistent dialogue with
patient/family.
 In 2015/16 the Trust successfully procured a new external provider for the provision of the
Friends and Family Test.
The Patient Experience Team are working closely with the governance team to ensure triangulation
of learning from all spheres of patient feedback including complaints, incidents and inquests. The
Patient Experience Manager and Divisional Patient Experience Leads are working with Divisional
teams, including Nursing and Medical staff to provide investigational training and action plan
implementation, to embed the learning and shape service improvements.
The Trust has historically provided a Complainant Satisfaction Survey to a selection of complainants
following the closure of a complaint case, to establish how the complaint management felt for the
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Complaints Annual Report 2015/16
complainant. The Trust are exploring other options to collate this feedback as part of a national
project with other NHS Trusts which is in its infancy, however is expected to be implemented in early
2016.
The Patient Experience Team are developing strong links with the Bereavement Centre to assist in
the coordination and management of relatives concerns and providing a single point of contact for
families in such difficult circumstances.
The Trust continue to develop an open and transparent culture for staff, patients and relatives to
ensure concerns and complaints can be raised and managed proactively, to capture the learning and
implement improvements. To ensure that the Trust are communicating timely and effectively when
incidents occur, the Duty of Candour and Being Open Policy and Procedures are being embedded to
ensure staff understand the importance of clear and effective communication with patients and
relatives following an incident. The Trust is currently implementing a robust procedure and provides
adequate training for staff to communicate this confidently.
3.8 – Compliments
In the latter of 2014/15 the Trust started to record the amount of compliments received, which is
clearly shown in the chart below for Q4 2014/15 and for the whole of 2015/16. During 2014/15, the
Trust recorded a total of 62 compliments; however in 2015/16, 978 were recorded and shared with
teams and departments for learning and replicate good practice.
The Trust do intend to develop further systems to ensure all compliments are captured from wards,
departments and external stakeholders including Healthwatch and social media.
Table 9: Compliments by Specialty/Service 2014/15 in comparison to 2015/16
200
180
160
140
120
100
80
60
40
20
0
2014/15
2015/16
3.9 – Complaints Referred to the Parliamentary Health Services Ombudsman (PHSO)
We aim to resolve all complaints to the complainants’ satisfaction by conducting thorough
investigations and providing a comprehensive response as well as offering complainants the
opportunity to discuss further concerns with us. However, we are not always able to achieve a
resolution, which satisfies the complainant. Under the NHS complaints system, complainants
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Complaints Annual Report 2015/16
dissatisfied with responses received from us have the right to ask the PHSO for an independent
review of their case.
The right to go to the PHSO is explained to all complainants. When we come to the end of a
complaints investigation and we feel that there is nothing further we can do locally to resolve a
complaint to the complainant’s satisfaction, we will encourage complainants to take their case to the
PHSO and we actively signpost these.
Healthwatch
We continue to promote and reinforce Healthwatch Nottinghamshire as our local consumer champion
for health & care in Nottinghamshire and appropriately signpost to Healthwatch Nottinghamshire for
help with NHS complaints as necessary. Healthwatch share monthly feedback with the Trust relating
to our services which if possible is disseminated to teams.
4. Listening, Reviewing, Learning, Improving
4.1 – Complaints Monitoring
The complaints process is closely monitored to ensure that all complaints and concerns are
handled appropriately. The following process is now in place to ensure a robust system responding
to all concerns raised.



Triaging of Complaints - Each complaint is triaged using a pro-forma which summarises the
nature of the concern, live action taken. The initial timescale for investigating is decided at
this point and aligns with the Clinical Incident Investigation process, Safeguarding and
Coroners’ requirements (if applicable) and ensures that the level of investigation matches
the severity of the incident.
The triaging process is undertaken by the Head of Patient Experience or Divisional Patient
Experience Leads and escalated for further scoping if required depending upon the possible
severity of harm. The PET liaise with the Governance Support Unit and Legal Team to
ensure continuity where cases are involve serious investigation or litigation, and in the
majority of cases are the assigned point of contact for patients and families.
Action plans are developed as a result of all partly/upheld complaints which are shared with
divisions for implementation.
Complaints are routinely included and discussed at Divisional and Specialty Governance Meetings,
and direct access to complaint, concerns and compliments data is available to divisions via the
Datix Dashboards with support from the Patient Experience Team. .
The Patient Quality and Safety Board receive quarterly information on Complaints through the
Aggregated Learning Report.
4.2 – Complaints Policy Review
The Complaints Policy was reviewed during March 2015 and a revised version of the complaints
policy was approved by the Trust Executive Board in May 2015.
4.3 – Investigating trends and identifying issues
Reporting arrangements have improved greatly over the last 12 months with greater information
available on the types of complaints, trends and analysis of issues. This now enables the Trust to
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Complaints Annual Report 2015/16
be able to identify any specific themes or increases in complaints at directorate, ward or
department level ensuring that they can be acted upon quickly and minimise the risk of any
reoccurrence.
4.4 – Duty of Candour
The Head of Patient Experience to continue to support the Duty of Candour with divisions, and
coordinate the sharing of serious investigation reports and meetings with clinical team and families.
Develop and introduce Duty of Candour training to be delivered to new starter induction training
with the Patient Experience module.
5. Priorities for 2016/17
Complaints Process
We will continue to review the complaints service throughout 2016/17 and make any necessary
changes in line with national recommendations and feedback to ensure that our complaints
process remains patient focused, provides quality responses and that we see an increase in
complainant satisfaction.
Our key priorities for 2016/17 include:
Complaints Training

We will increase training to staff throughout 2015/16 to deliver further training and
awareness as a minimum through our Trust development programmes and Quality and
Governance divisional forums.
Improving Efficiency and effectiveness

Move towards Paper light system of working and increased use of our electronic systems
explore the functionality of Datix system.
Improved Reporting

We will continue to improve data quality for complaints recorded throughout 2016/17
triangulating with other aspects of patient safety and quality.
Quality Assurance

We will undertake survey of complainants and report on this in our annual report

We will improve our Friends & Family Test introducing real-time feedback and increasing
the methods of collection of data including iPad technology, text messaging with the
support of volunteers.
Explore alternatively methods of capturing compliments from wards and
departments, to increase the number of compliments received by 20%.

6. Conclusion
We remain committed to thoroughly investigating, learning from, and taking action as a result of
individual complaints. Where it is found that standards have fallen below the level we expected and
where services could be improved we will take action to resolve the issues identified.
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Complaints Annual Report 2015/16
We will continue to undertake detailed and extensive monitoring of all complaints to ensure where
questions are raised about the quality of care we deliver, they can be robustly investigated and
responded to providing assurance to patients and relatives that lessons are learnt.
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