January 2012 - Sandwell & West Birmingham Hospitals

SWBTB (12/11) 263 (a)
Next Meeting: 26 January 2011, Anne Gibson Boardroom @ City Hospital
Sandwell and West Birmingham Hospitals NHS Trust ‐ Trust Board
15 December 2011, Boardroom @ Sandwell Hospital
Members present:
In Attendance:
Apologies:
Mr R Trotman (RT), Dr S Sahota (SS), Mrs G Hunjan (GH), Mr P Gayle (PG), Mr J Adler (JA), Mr R White (RW), Miss R Barlow (RB), Mr M Sharon (MS), Miss R Overfield (RO)
Miss K Dhami (KD), Mrs J Kinghorn (JK), Mr G Seager (GS), Mrs C Powney (CP) [Sandwell LINks]
Prof D Alderson (DA), Mrs O Dutton (OD), Mr D O'Donoghue (DO'D)
Secretariat:
Mr S Grainger‐Payne (SGP)
Last Updated: 17 January 2012
Reference Item Paper Ref Date Action Assigned To
Completion
Date
Response Submitted
Status
SWBTBACT.195
SWBACT.215
SWBACT.216
SWBACT.218
KEY:
Update on
complaints handling Hard copy papers 28‐Apr‐11
Update on
complaints handling Tabled report 27‐Oct‐11
Integrated risk
report ‐ Quarters 1 & SWBTB (11/11) 237
2
SWBTB (11/11) 237 (a) 24‐Nov‐11
Monthly
performance
monitoring report
SWBTB (11/11) 228
SWBTB (11/11) 228 (a)
24‐Nov‐11
Process flow of complaints process being
Consider the suggestion made to organise a
'walk through' a complainant's experience
and the complaints process
KD
31/07/2011 developed at as part of the revised Complaints
22/09/2011 Handling strategy which will be shared the Trust
15/12/2011 Board in December February 2011
Failsafe target reduced as follows: Red
Present the proposals to reduce the failsafe
complaints from 75 to 60 days; Amber from 90 to
targets for complaints once the current
70 days; Yellow & Green from 120 to 20 (fast
backlog is cleared KD 26/01/12 track) or 60 days
Build in the suggested changes to the
integrated risk report into future versions
Discuss the additional material needing to be
included within the performance exceptions
report with Mr White
KD
JK
26/01/2012
23/02/2012 ACTION NOT YET DUE
26/01/2012
23/02/2012 Not yet discussed
A
G
G
G
R
A
Y
G
B
Outstanding action due for completion more than 6 months ago. Completion has been deferred more than once or there is no
firm evidence that it is being progressed towards completion
Oustanding action due for completion more than 6 months ago. Completion has been deferred more than once but there is
substantive evidence that work is progressing towards completion
Outstanding action raised more than 3 months ago which has been deferred more than once
Action that is scheduled for completion in the future and there is evidence that work is progressing as planned towards the date
set
Action that has been completed since the last meeting
Version 1.0
ACTIONS