Annual Report and Accounts 2012/13 - Royal Bournemouth Hospital

Quality ReportChanges resulting from complaintsOne of the main purposes in investigatingcomplaints is to identify opportunitiesfor learning and change in practice toimprove services for patients. Examplesof changes brought about throughcomplaints were:l Reception staff reminded by DeputyGeneral Manager of the standardsrequired in speaking to and advisingpatientsl Provision of suitable changing facilitiesfor disabled patients and others to beconsidered by Dementia and LearningDisability Group (Dignity in Care)l Multi-disciplinary action group led bythe Clinical Leader set up to changesupport to patients at mealtimesl Review of pharmacy waiting area toprovide better service to patientsl Plan in place to provide alternativestorage for mobility equipment insteadof in open ward area. Complaint usedas case study with ward team toimprove communication.l Training need identified on the useof specific equipment to transferpatients back to their bed following afall. Additional equipment and trainingimplemented.l Protocol introduced to prevent dataloss from 24 hour cardiac monitorsl Staff to have conflict resolutiontraining to manage stressful situationsl Education of medical staff on historytaking with HIV+ patientsl New cardiology protocol implementedfor pathways of post procedurepatientsl Appropriate risk assessment ofpatients requiring escort raised withward staffl Patient information leaflet regardingrisk of polyhyramnios and cordprolapse to be devised with leaflet forexpectant mothers on this subject.Referrals to the Health ServiceOmbudsmanComplainants who remain dissatisfiedwith the response to their complaint atlocal resolution level were able to requestan independent review to be undertakenby the Health Service Ombudsman.After receiving a response from the Trust,10 people chose to refer their concernsto the Parliamentary and Health ServiceOmbudsman during 2012/13 compared to19 in 2011/12. The Ombudsman declinedto investigate four complaints, referredthree back for further local resolution,and is undertaking one investigation of acomplaint which has not concluded. Twocomplaints are still being assessed by theOmbudsman.Compliance against nationalprioritiesThe Trust measures many aspects of itsperformance and this data is regularlyreviewed throughout the organisation.At Board level patient safety, quality andperformance dashboards are reviewedeach month and these include keymeasurements (metrics) for all nationaland local priorities.In accordance with statutory reportingrequirements, the following sectionprovides an overview of the Trust’sperformance in 2012/13 against the keynational priorities from the Department ofHealth’s Operating Framework. The tableincludes performance against the relevantindicators and performance thresholdsset out in Appendix B of Monitor’sCompliance Framework.Annual Report and Accounts 2012/13 89