Publish date: 21 March 2023
We welcome concerns, compliments and complaints as valuable feedback that will help us learn from the experiences of our patients, service users, carers, and families.
The complaints we receive are an opportunity to learn, reflect, review and make improvements to our services and processes. Complaints are managed in an open and transparent way as part embracing our restorative just and learning culture.
We strive to make sure that local (direct service level) resolution is always the first preferred option where appropriate. However, it is recognised that some concerns may require wider and in-depth support from our PALS and Complaints team to facilitate this local resolution, prior to moving into the formal complaints review stage/process.
All complaints are received by the central complaints management function within the Patient Safety team. The PALS and Complaints team process, manage and facilitate all complaints and make sure we comply with statutory requirements (NHS Complaints Regulations 2009). Any complaints received at a team/service level must be forwarded to the complaints team straight away to make sure there is a consistent and timely process applied to all concerns received.
The team make sure all complaints and concerns are recorded on the incident management system and categorised by subject, division, and team. This aligns to the centralised approach and oversight as set out in our Complaints Policy and procedures, and enables close working with divisional leadership and service/subject matter experts to review concerns to reach a mutual resolution. This information is used to identify themes and trends, based on type of complaint, service or team and the outcomes are monitored by the strategic Patient Safety Group and reported to our sub-committee governance structure the Trust Board of Directors.
Our shared lessons learned, recommendations and actions required for improvement are considered for all complaints and supports the further development of our services, teams, and individuals.
Further information about the PALS and Complaints team is available on the Patient Safety Team YourSpace page.