Annual Report and Accounts 2012/13 - Royal Bournemouth Hospital

Quality ReportLearning from and reducingcomplaintsComplaints made to the Trust aremanaged within the terms of the Trust’scomplaints procedure and nationalcomplaint regulations for the NHS. Theoverriding objective is to resolve eachcomplaint with the complainant throughexplanation and discussion.There were 303 formal complaints frompatients or their representatives duringthe year. This represents a decrease of0.3% (1 complaint) from last year’s totalof 304 complaints.Of the 303 formal complaints, 159(52%) of the completed investigationswere upheld or partially upheld, withthe necessary changes explained andappropriate apologies offered in the letterof response from the Chief Executive.At the time of preparing this report, 6complaint investigations were still to beconcluded and a decision on whetherthey were well founded had not beenreached.Subjects of complaintsThe main categories of complaint were as follows:SubjectNumber in2011/12Percentagein 2011/12Number in2012/13Percentagein 2012/13Administrative systems 19 6.3% 19 6.2%Attitude of staff 32 10.5% 38 12.5%Bed management 1 0.3% 4 1.3%Clinical treatment 177 58.2% 172 56.7%Communication/information 44 14.5% 35 11.5%Discharge arrangements 14 4.6% 15 4.9%Environment 2 0.6% 4 1.3%Equipment/facilities 0 0 1 0.3%Health and safety 7 2.3% 3 0.9%Privacy and dignity 2 0.7% 2 0.6%Medication 0 0 5 1.6%Availability of staff 1 0.3% 1 0.3%Policies and procedures 1 0.3% 1 0.3%Violent/Aggressive behaviour 0 0 0 0Transport 1 0.3% 0 0Theatre Management 3 1.0% 3 0.9%Total 304 100% 303 100%14 complaint resolution meetings were held with complainants and key staff to assistwith resolving complaints.88Annual Report and Accounts 2012/13