January 2012 - Sandwell & West Birmingham Hospitals

SWBTB (1/12) 284 (a)
3. Parameters of failsafe system
Grade Red Amber Yellow & Green
Target 75 days (all contacts) 90 days (all) 120 days (all)
The target timescales in the above table are designed to elicit the number of complaints where
the Trust’s substantive response is deemed to have breached an acceptable timescale. The
target is adjusted according to the severity of the complaint, with more severe complaints
taking priority. The grades indicated represent the initial classification of the severity of the
complaint, in accordance with the Policy on Handling Complaints.
The failsafe system is an internal quality measure used by the Trust as there are presently no
national timescale requirements for formal complaint responses (other than a general statutory
requirement to respond as soon as practicable if the timescale exceeds 6 months).
4. Cases presently outside of parameters of failsafe system
120
Cases outside parameters of failsafe system
100
1
2 1
Green Yellow Amber Red
Number of cases
80
60
40
20
0
Report Date
40
46
9
31 Mar
2011
35 38
1
33
29
1
35 25
41
40
13
1
32 31
8
26
25
15
11
8 6 3 2 0 2 4 3 4
1
21 Apr 25 May 24 June 25 July 23 Aug 22 Sep 25 Oct 23 Nov 03 Jan
2011 2011 2011 2011 2011 2011 2011 2011 2012*
1
The above graph represents the number of cases exceeding the target timescales highlighted in
section 3 at the date of each report which essentially comprises the ‘complaints backlog’.
* The 5 cases indicated as breaching the timescales on 3 January 2012 relate to local resolution
meetings with the complainant to take place early in 2012 and which are being expedited. Of
these 5, 1 meeting has taken place; 1 is arranged for 20 January 2012; 2 complainants are to
confirm or provide provisional dates and 1 to confirm that they wish to proceed with the
meeting.
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