January 2012 - Sandwell & West Birmingham Hospitals

SWBTB (1/12) 284 (a)
5. Number of First Contact and Link complaints received in Reporting Period
MONTHLY REPORT
PERIOD
NO. OF COMPLAINTS RECEIVED
FIRST CONTACT LINK TOTAL IN
2011 30 December 73 15 88
2011 18 November 74 6 82
2011 21 October 60 6 66
2011 22 September 62 6 68
2011 23 August 55 11 66
2011 25 July 92 14 106
2011 24 June 82 4 86
2011 25 May 63 4 67
2011 21 April 48 4 52
2011 31 March 33 7 40
6. Number of responses to Total Active Complaints sent in Reporting Period
MONTHLY REPORT
PERIOD
FIRST CONTACT
NO. OF RESPONSES SENT
LINK
TOTAL SENT
2011 30 December 89 16 105
2011 18 November 68 18 86
2011 21 October 94 5 99
2011 22 September 92 9 101
2011 23 August 46 10 56
2011 25 July 75 21 96
2011 24 June 85 12 97
2011 25 May 87 13 100
2011 21 April 47 4 51
2011 31 March 46 7 53
7. Complaints backlog
7.1 Strategy
The strategy for the management of the complaints backlog has previously been shared with
the Trust Board. On the basis that the average number of complaints received and sent in any
one month is about 70, the target for the number of complaints responses to be sent within a
21 working day reporting period (being the average number of working days per calendar
month across the year) commencing 20 April 2011 9 is 95 (i.e. 70 plus 25). This 21 day
reporting period was applied to provide up‐to‐date information that allows direct comparison
of equal time periods.
9 Prior dates do not correspond as they are of varying periods.
Page 5 of 6