The Complaints Team

Complaints should not be viewed as negative but rather an opportunity to learn, reflect and change things that from the perception of people who access services. A positive view of complaints enables the Trust to be an open and listening organisation.

Local resolution should always be the first and preferred option where appropriate however it is recognised that some concerns require a formal review.

All complaints are received by the central complaint’s management function within the Patient Safety Team. All complaints are recorded on the risk management system (DATIX) and categorised by subject, division and team. This information is used to identify themes and trends, based on type of complaint, service or team and outcome.

Lessons learned, recommendations and actions required for improvement are considered for all complaints which then helps to develop services, teams and individuals whilst reflecting the principles of a just and learning culture.

The complaints team process, manage and facilitate patient complaints Trust wide and ensure compliance with statutory requirements (NHS Complaints regulation 2009)

Our aim is to provide an efficient and open process that ensures that complaints are handled with a restorative just and learning approach undertaking a comprehensive review of the issues raised gives open and honest feedback to the complainant, the service and the individual or team affected.

• Responsive to the requirements of the complainant

• Supporting services to respond, address issues and learn from a complaint in a timely manner

• Allocating lead reviewers within clinical services in a timely manner

• Ensuring that the process enables complaints to be handled in a timely manner without being burdensome on individuals and services

• Ensuring that reviews and responses are open and honest and address the concerns raised

• Clear governance arrangements in place to support improvements identified following the outcome of a complaint, this includes recommendations to prevent future recurrence.

• Creating a culture of learning form complaints and an opportunity to learn /change/ review and improve practice.

• Ensuring that lessons learned, changes implemented are delivered as planned

• Complaint actions are recorded on DATIX and sent to the divisional leads to be implemented this is then monitored within the divisions.

• Trust wide complaint overview position is shared every two weeks at the executive safety huddle; weekly to the divisional safety huddles; monthly to the divisional patient experience meetings.

• Quarterly reports to the divisions, and KO41 are provided to NHSE.

• Six monthly reports to the CCG as part of the quality schedule

• Annual report to the Board.

• All reports are considered, themes / trends identified and opportunities for learning / improvement shared.   

Learning from cases including identifying and implementing recommendations and action plans.  Developing and delivering training to support trust, service, team and individual learning.

• have their complaint acknowledged and properly looked into

• be kept informed of progress and told the outcome

• be treated fairly, politely and with respect

• be sure that their care and treatment will not be affected as a result of making a complaint

• be offered the opportunity to discuss the complaint with a complaints manager

• expect appropriate action to be taken following their complaint

SA06 management of complaints policy

The Local Authority Social Services and NHS Complaints (England) Regulations 2009

How to compain to the NHS

NHS Complaints Guidance (January 2021)