You said, we did: complaints and compliments from patient experience

We believe in being honest, open and accountable.

We aim to learn from mistakes and use customer feedback to improve our services.

Click on the links below to find out about the issues patients reported and how we responded.

2019/20 – Quarter Two

 

    Issue 1

  • What was reported
    Complaints were raised regarding issues with the loss of hearing aids on wards.
  • What we learned
    The trust identified that further control measures were required to increase oversight of patients own hearing aids and property whilst staying in hospital.
  • What we did about it
    Issue 2

  • What was reported
    Families and carers felt that they had difficulties discussing their relatives care while on the ward during visiting times.
  • What we learned
    Families and carers need more opportunities to discuss the care of the patients at a time mutually convenient for both them and the staff
  • What we did about it
    Families are now able to make appointments with doctors and multi-disciplinary team members. Posters are displayed on all wards detailing how to make these appointments with the consent of the patient.

The number of complaints referred to the Ombudsman in this period was 0.

Commonly reported issues were:

  • Communication verbal/nonverbal- 74 complaints received during the quarter
  • Treatment and Procedure Delays- 34 complaints received during the quarter
  • Attitude of staff- 32 complaints received during the quarter
  • Delay to Diagnosis- 42 complaints received during the quarter
  • Length of time to be given an appointment- 25 complaints received during the quarter
2019/20 – Quarter One
    Issue 1

  • What was reported
    The Trust identifies that Communication, both verbal and non verbal, are a key recurring complaints theme.
  • What we learned
    The Trust has identified that ongoing communication improvement strategies need to be considered and implemented with all staff across the organisation.
  • What we did about it
    Communication is addressed at every team meeting regarding compassion and understanding for patients and carers to ensure that all interactions are meeting then standard of care expected by the trust.
    Customer service training for staff has been implemented to provide staff with the tools and skills to effectively communicate.
    Issue 2

  • What was reported
    Issues with patient transport booked being unsuitable for the patient’s needs.
  • What we learned
    The trust must have a suitable booking process to ensure the correct transport is booked for patient’s needs.
  • What we did about it
    Review of the transport booking process implemented to make sure that the procedure is robust and appropriate.

The number of complaints referred to the Ombudsman in this period was 0.

Commonly reported issues were:

  • Communication verbal/nonverbal- 80 complaints received during the quarter
  • Treatment and Procedure Delays- 26 complaints received during the quarter
  • Attitude of staff- 25 complaints received during the quarter
  • Delay to Diagnosis- 22 complaints received during the quarter
  • Care and Compassion- 16 complaints received during the quarter

How to report an issue

If you have an issue with your care you would like to report, visit:
Patient Experience Team (PET) page