January 2012 - Sandwell & West Birmingham Hospitals

7.2 Monitoring chart
SWBTB (1/12) 284 (a)
The chart below sets out complaints reporting data for each 21 working day* reporting period
for the periods 20 April 2011 to December 2011. The 3 lines comprise the planned trajectory
(marked by green diamonds) as against the actual numbers of complaints responses sent
(marked by blue squares) with the number of complaints received (marked by maroon
triangles).
*As the final planned reporting period to clear the complaints backlog, the December figure
reflects a 28 working day target schedule (i.e. until the end of the calendar year).
Complaints - Planned Responses vs Actual Responses by Reporting Period
Number of Complaint Replies
120
110
100
90
80
70
60
50
40
30
20
10
0
106
105 97
105
96
101 99
95 95
95 95 95 95 95 95
86
86
88
82
66 68 66
67
56
Planned Complaint Responses
Actual Complaint Responses
Complaints Received
May June July Aug Sept Oct Nov Dec*
Reporting Period
7.3 The table below states the reporting period for the chart at 7.2.
Reporting Period Calendar dates within period Working Days
Current December 21 November 2011 to 30 December 2011 inclusive 28
8. Conclusion
This is the 8 th of 8 and the final reporting period prescribed by the strategy for the management
of the complaints backlog and which period concluded on 30 December 2011. As reporting
period 8 comprised 28 working days rather than 21 days utilised for reporting periods 1 to 7,
direct comparison with data in previous reporting periods is not appropriate.
In summary for this reporting period, 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.
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