January 2012 - Sandwell & West Birmingham Hospitals

SWBTB (1/12) 284
TRUST BOARD
DOCUMENT TITLE:
SPONSORING DIRECTOR:
AUTHOR:
Summary Profile of Complaints Figures
Kam Dhami, Director of Governance
Hillary Mottishaw, Head of PALS, Complaints and Litigation
DATE OF MEETING: 26 January 2012
SUMMARY OF KEY POINTS:
This is the Trust’s report of its complaints activity as at 3 January 2012 for the eighth (of 8)
and final reporting period (reporting period 8 (RP 8)) following implementation in April
2011 of a formal strategy for managing/eliminating and monitoring the complaints
backlog which concluded on 30 December 2011.
Of note:
RP 8 comprised 28 working days (WD) rather than the 21 WD utilised in RP 1-7 and
the data across the RPs is therefore not comparable.
For RP 8, 88 complaints were received; 105 complaints responses were sent.
For RP 8, the complaints backlog of 23 cases was reduced and now comprises 5
cases where local resolution meetings are/have been held with the
complainants and have/are being expedited.
During implementation of the complaints backlog strategy, there has been an
overall 24% reduction in the Total Active Workload for complaints.
The parameters of the complaints failsafe system have been revised with full
implementation by 1 April 2012.
The reduction in the complaints backlog is a notable achievement and the prevention
of a recurrence will require ongoing, focussed and sustained effort by all Trust staff.
PURPOSE OF THE REPORT (Indicate with ‘x’ the purpose that applies):
Approval Receipt and Noting Discussion
X
ACTIONS REQUIRED, INCLUDING RECOMMENDATION:
The Board is recommended to NOTE the contents of the report.
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