Northampton General Hospital NHS Trust Quality Account 2016-2017

Learning from our Patients
Our patients’ views are critically important to us and the Trust has worked hard across 2016/2017
to develop the ways in which patient feedback is captured and the ways in which it is shared with
the organisation and used to inform change.
Complaints
Received: 544
PALS
contacts:
4369
FFT
Responses
Received:
103,571
60,053
Comments
received from
the FFT
100%
Ave
89%
100%
Ave
87%
Complaints Performance 2016/2017
Percentage of complaints
acknowledged within 3 working days
Percentage of responses provided to
complainant by agreed deadline
Complaints Performance 2015/2016
Percentage of complaints
acknowledged within 3 working days
Percentage of responses provided to
complainant by agreed deadline
What were our patient’s main concerns during 2016/17?
The following word cloud shows the subjects most frequently raised in complaints and friends and
family test feedback:
Complaints
We take learning from complaints very seriously. Any learning/action identified through the
Complaints process is entered on to Health Assure, a system that enables the Trust to
monitor each individual learning point. Additionally, the system also contains the details of
the member of staff who has committed to take action, the timescales involved and the RAG
rating assigned (i.e. green – complete, amber – on target, red – timescale exceeded). When
the designated timescale has been reached, if evidence has not been received, then the
RAG rating for each learning point will be revised to reflect this.
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