January 2012 - Sandwell & West Birmingham Hospitals

SANDWELL AND WEST BIRMINGHAM HOSPITALS NHS TRUST
PALS, COMPLAINTS and LITIGATION DEPARTMENT
Summary Report for the Profile of Complaints Figures
SWBTB (1/12) 284 (a)
1. Introduction
The attached is the report for the 8 th of 8 and the final reporting period (RP) prescribed by the
strategy the management of the complaints backlog 1 which concluded on 30 December 2011
such that RP 8 comprised 28 working days 2 . For RP 8, 88 complaints were received; 105
complaints responses were sent. 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.
2. Data Comparison
The following comprises key data for 20 April 2011 (prior to commencement of RP1) and on
conclusion of RP 1 and RP 8.
21 April
2011
RP1 RP8 % Overall change in
Active Complaints
Cases Outside the Failsafe System 86 85 5 ‐
Total Active Complaints 343 323 262 24%
3. Complaints backlog prevention strategy
A strategy for the prevention of the recurrence of the complaints backlog is being formulated
and includes review of the parameters of the complaints failsafe system 3 as follows.
Grade Red Amber Yellow Green
Current Target 75 days 90 days 120 days
Proposed Target (transitional) 60 days 70 days 20 days (fast track 4 )
60 days (standard)
The current failsafe target continues until 31 January 2012 with the proposed transitional target
dates to be formally implemented from 1 February 2012 and full implementation from 1 April
2012.
4. Care Quality Commission (CQC)
The complaints backlog strategy has been implemented in the context of the Trust’s Action Plan
for compliance with the CQC’s Essential Standards of Quality and Safety Outcome 17:
Complaints (specifically Objective 17E). The CQC has been provided with details of 10
complainants who have agreed to participate in the its survey relating to the Trust’s complaints
handling during 2011.
1 ‘Complaints backlog strategy: see section 7 of the report and section 6.1 of the report for RP 1 dated 25.5.11.
2 In contrast to the 21 working days utilised for RP 1 to 7 such that data comparison is not appropriate.
3 See sections 3 and 4 of the report.
4 Complaints assessed as fast track comprise those with single straightforward issues and /or arising within a
discrete/single area; these largely comprise those from the Community Services.
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