Annual Report 2011 - Calvary Health Care Bethlehem

Calvary Health Care Bethlehem 2010 – 11 Annual Report 16
Governance
Complaints
We received a very small number of patient complaints
this year, compared to compliments. Most complaints
related to poor communication and the provision of
information (refer to Nature of Complaints section below).
As we are committed to improving the quality of service,
complaints are important opportunities for us to examine
how and when we do things, and when patients and their
Complaints
Received
6
5
4
3
2
1
0
A C
B C
A
C
A C
families feel strongly about an issue, they will inform us
to make their views known. We are confident to report
that all of our complaints have been dealt within the
timeframes prescribed and to the satisfaction of the
complainant.
B A A
C
A = 2008/09
B = 2009/10
C = 2010/11
B C B
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
Nature of Complaints
The nature of complaints this year have been
Access Treatment Communication Environment and
Atmosphere
Discharge/Transfer Inadequate nursing care • Wrong/misleading information
• Inadequate information
• Failure to consult
Poor amenities