AH ANNUAL REPORT 2018
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3.3.14 Management of Complaints<br />
and Concerns<br />
The model of devolved governance implemented<br />
through the quality strategy is intended to drive early<br />
supportive intervention by the relevant clinical teams<br />
& Divisions so that children, young people and their<br />
families/carers have the best experience, with any<br />
issues raised locally being dealt with immediately and<br />
appropriately.<br />
Whilst formal complaints have increased in year, the<br />
overall trend from 4 years ago remains positive. When<br />
compared to activity levels, the number of complaints<br />
represents 0.025% of hospital attendances.<br />
PALS attendances have also increased this year.<br />
When compared to activity levels the number of PALS<br />
attendances represents 0.4% of hospital attendances<br />
in the year.<br />
Formal<br />
Complaints<br />
2013/<br />
14<br />
2014/<br />
15<br />
2015/<br />
16<br />
2016/<br />
17<br />
2017/<br />
18<br />
166 134 70 66 83<br />
PALS 1248 1133 1246 1294 1349<br />
Improvements<br />
• Further embedding of the model of devolved<br />
governance to drive early supportive intervention by<br />
the relevant clinical teams/Divisions<br />
• Complaints and PALS update now form part of a<br />
Divisional quality dashboard report provided monthly<br />
to the Clinical Quality Steering Group<br />
• Appointed to new role of Head of Quality for<br />
corporate services, with expertise in management of<br />
complaints.<br />
Future Plans<br />
• Improve training for clinical teams<br />
In <strong>2018</strong>/19 there will be bespoke training for<br />
clinical teams relating to “managing concerns and<br />
complaints”. This will aim to support staff in effectively<br />
handling parents/carers/children’s concerns and<br />
finding resolution in the clinical area before there is<br />
escalation of this formally.<br />
• Keeping records of local concerns<br />
Staff will log local concerns in Ulysses so there is a<br />
full understanding of issues being raised at ward and<br />
department level.<br />
• Improve learning from complaints<br />
Learning from complaints will be one of the<br />
year’s objectives, to understand how we can<br />
compassionately and with consideration share the<br />
complaints raised and ensure Trust staff are aware<br />
of any actions we have implemented to ensure these<br />
issues do not occur again.<br />
Alder Hey Children’s NHS Foundation Trust 144<br />
Annual Report & Accounts 2017/18
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