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Complaints Report - Brent PCT

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					             BRENT TEACHING PRIMARY CARE TRUST



                                QUARTER 1
                            1 April – 30 June 2007

                   COMPLAINTS, COMPLIMENTS, PALS
                    AND CLAIMS SUMMARY REVIEW

Summary

This report provides an overview of complaints and PALS activity during the 1st
quarter of 2007/2008. The data relates to complaints managed by the Teaching
PCT (tPCT) and also complaints about Primary Care Practitioners (PCP) within
Brent.

The report provides information on any written compliments or positive
feedback received by the Patient Services Department.

Also included is a brief summary of claims currently managed by the tPCT.


1.   Formal Complaints about services managed by Brent Teaching
     Primary Care Trust in Quarter 1 2007-2008

                                   Table A:

             Service Area                     Number of Complaints
Brent Rehab Service                                    1
Podiatry                                              12
Dietetics                                              0
Wheelchair                                             1
Phlebotomy                                             0
Continence                                             1
District Nursing                                       1
Physiotherapy                                          5
PMS GP Practice                                        1
Health Visiting                                        0
Commissioning                                          0
Occupational Therapy                                   2
Wembley Walk in Centre                                 1
Diabetic Eye Screening                                 2
Community Dental Service                               1
Total                                                 28


                                                                             1
      1.1   Formal Complaints about services received in Quarter 1 2007



No.         Service         Category        Complaint issue and response
                                                         given
1.      Podiatry        Appointment Delay Waiting times for a podiatry
        Service         and Cancellation  appointment.

        (Kingsbury                          The patient is considered low risk,
        Locality)                           and the average waiting time for
                                            routine podiatry care is
                                            approximately four months.
2.      Physiotherapy   Discharge &          The patient‟s physiotherapy
        Department      Transfer            treatment was „terminated‟ following
                        arrangements        her missed appointments.
        (Willesden
        Locality)                           Clear notices will now be displayed
                                            regarding late or missed
                                            appointments.
3.      PMS Practice    Discharge &         The patient was unhappy that he
                        Transfer            was removed from the GP practice.
        (Willesden      arrangements
        Locality)                         This was due to his aggressive
                                          behaviour and the complaint was
                                          unfounded.
4.      Podiatry        Appointment Delay Dissatisfaction has been expressed
        Service         and Cancellation       with the intervals of the
                                               patient‟s podiatry
        (Kingsbury                             appointments.
        Locality)
                                           The introduction of the new
                                           assessment criteria has resulted in
                                           the discharge of a large number of
                                           patients who require only routine
                                           care.
 5      Podiatry         Failure to follow  Treatment received from the
        Service         agreed procedures podiatrist was deemed inadequate.

        (Kingsbury                        The introduction of the new
        Locality)                         assessment criteria has resulted in
                                          the discharge of a large number of
                                          patients who require only routine
                                          care.
 6      Podiatry        Appointment Delay The patient is not happy about the
                        and Cancellation  12 week for a podiatry appointment.
        (Kingsbury
        Locality)                           The introduction of the new
                                            assessment criteria has resulted in
                                            the discharge of a large number of
                                            patients who require only routine

                                                                                   2
                                          care.
7.   Brent Rehab      Equipment           A frustrated patient has been
     Service                              waiting for a walking frame to help
                                          him move around his home.
     (Willesden
     Locality)                            This has now been arranged.

8.   Podiatry         Appointment Delay A couple have been told to cut their
                      and Cancellation  own nails but they are medically not
     (Kingsbury                         well enough to do so and require
     Locality)                          help.

                                        The introduction of the new
                                        assessment criteria has resulted in
                                        the discharge of a large number of
                                        patients who require only routine
                                        care.
9    Podiatry         Appointment Delay The patient‟s podiatry appointment
                      and Cancellation  was cancelled and nail cutting would
     (Willesden                         no longer be received.
     Locality)
                                        In future it has been agreed the
                                        podiatry service need to keep
                                        patients informed of any changes to
                                        the service and for staff to receive
                                        training on how to better
                                        communicate with patients.
10   Podiatry         Appointment Delay The patient was informed he would
                      and Cancellation  have to cut his own nails.
     (Harlesden
     Locality)                            It was acknowledged that the
                                          changes to the criteria could have
                                          been explained to the service user
                                          when he made an appointment.
11   Occupational     Aids & Appliances
     Therapy                              The parents of a child were not
                                          happy about the lack of
     (Willesden                           Occupational Therapy input their
     Locality)                            child receives from the primary
                                          school.

                                          It is the policy not to provide therapy
                                          in school for children who attend
                                          schools out of the borough;
                                          however, a review appointment has
                                          been offered.

12   Walk in Centre   Direct care         A patient was not happy with the
                                          way the GP treated him when he
     (Wembley)                            attended with dog bites.

                                          The GP concerned replied to the

                                                                                    3
                                           complaint illustrating the amount of
                                           treatment which was provided in
                                           accordance with the wound.

13    Podiatry         Appointment Delay There is a delay in the length of time
                       and Cancellation  between appointments.
      (Kingsbury
      Locality)                            Under the new criteria,
                                           appointments are now at
                                           approximately 8 week intervals.

14    Incontinence     Aids & Appliances   The patient is no longer eligible for a
      Service                              supply of incontinence pads, and no
                                           explanation has been provided.
      (Harlesden
      Locality)                            An apology was given and the
                                           patient will now be informed of any
                                           further changes to the service and
                                           suggest alternatives where
                                           necessary.

15.   Physiotherapy    Appointment Delay The service has been deemed
                       and Cancellation  unsatisfactory.
      (Kingsbury
      Locality)                            An apology was given for the delay
                                           in response. It was acknowledged
                                           that the service is currently
                                           unsatisfactory – the service has
                                           experienced a number of vacancies,
                                           and is now in the process of
                                           recruitment.

16.   Podiatry         Staff Attitude      The podiatrist insisted the patient
                                           could look after his feet himself.
      (Wembley
      Locality)                            Staff members have now been told
                                           to be more sensitive to patients
                                           when informing them of changes to
                                           the service.
17.   Community        Communication       There was a breakdown in
      Dental Service                       communication regarding
                                           appointment information.
      (Westminster
      Locality)                          This is overdue – was due out 26th
                                         June 2007
18.   Podiatry         Appointment Delay The podiatrist was late for an
                       and Cancellation  appointment and no apology was
      (Kingsbury                         offered. The podiatrist also refused
      Locality)                          to file the patient‟s nails.

                                           An apology has since been given by
                                           the podiatrist for being late and self

                                                                                     4
                                           care advice was given for nail
                                           cutting.
19.   Diabetes Eye    Staff Attitude       The patient concerned is disabled
      Screening                            and was given the impression that if
      Service                              she did not get up from her
                                           wheelchair, she would not receive
      (Wembley                             her eye screening.
      Locality)
                                           An apology was given for any
                                           distress caused and communication
                                           skills will be monitored during the
                                           screener‟s one to one meetings with
                                           the line manager.
20.   Podiatry        Discharge and        Chalkhill Health Centre no longer
                      Transfer             provides a nail cutting service to
      (Kingsbury      Arrangements         elderly patients.
      Locality)
                                           The introduction of the new
                                           assessment criteria has resulted in
                                           the discharge of a large number of
                                           patients who require only routine
                                           care.

                                           The patient will continue to be
                                           reviewed every six months.


21.   Physiotherapy   Appointment Delay A GP referred the patient for
                      and Cancellation  physiotherapy, but is still waiting for
      (Willesden                        an appointment.
      Locality)
                                           It was explained that due to a
                                           number of vacancies in the
                                           department, priority was given to
                                           urgent referrals which are seen
                                           within 2 weeks. With vacancies
                                           soon to be filled the situation should
                                           improve.
22.   Physiotherapy   Discharge and        A GP has written to say all referrals
                      Transfer             for non urgent physiotherapy have
      (Willesden      Arrangements         been rejected since February 2007.
      Locality)
                                        There have been vacancies in the
                                        service which meant priority was
                                        given to urgent referrals. The
                                        service has opened to routine
                                        referrals from 1st August.
23.   Physiotherapy   Appointment Delay Unhappy with the treatment
      Service         and Cancellation  received from the service trying to
                                        arrange physiotherapy.
      (Willesden
      Locality)                            An apology was given and

                                                                                    5
                                             acknowledgement that
                                             communication with the patient
                                             should be improved.
24.   Diabetes Eye       Staff Attitude      Dissatisfaction has been raised
      Screening                              regarding a member of the reception
      Service                                staff.

      (Willesden                           Staff will receive adequate training
      Locality)                            in patient communication.
25.   Physiotherapy      Appointment Delay A service user was rejected for
                         and Cancellation  referral to the Physiotherapy
      (Willesden                           Department.
      Locality)
                                             The patient will be kept more
                                             informed about his care.
26.   District Nursing   Communication       A District Nurse‟s manner was
                                             described as being aggressive.

                                             It has been established that the
                                             nurse concerned had to ask
                                             questions to ascertain the physical
                                             position of the patient, and it was
                                             not her intention to be rude. An
                                             apology was given.
27.   Wheelchair         Aids and            A lady is unhappy about the wait for
      Service            Appliances          a wheelchair.

                                             This is outstanding – was due out
                                             2nd August 2007
28.   Podiatry           Discharge and       A patient has been discharged from
                         Transfer            the service.
                         Arrangements
                                             It was the Podiatrist‟s professional
                                             opinion that the service user was
                                             not at risk and was accordingly
                                             discharged.

          The Podiatry Service received the most number of complaints this
           quarter. These were mostly due to the changes to the criteria for
           patients receiving treatment.

          Physiotherapy also received some complaints because of the rejection
           for referrals and communication issues. The department is gradually
           filling vacant posts and communication with patients is being improved.
           For example, patients will be kept informed about changes to the service
           on a daily basis through information provided in the waiting area.

           Communication is clearly an issue that underlies many of the complaints
           received and Patient Services is working with staff to improve it.




                                                                                    6
1.2    Response Rates

The NHS complaint‟s procedure requires that all letters of complaint should be
acknowledged within 2 working days of receipt. No acknowledgement is
necessary if a full response is sent within 5 working days. The national targets
set by the Department of Health state that all Trusts should respond to
complaints within 25 working days. However in the middle of this quarter, Ian
Wilson, Chief Executive set a new Trust standard whereby Brent Teaching
Primary Care Trust should respond to complaints within 10 working days.

Table C sets out the percentage of complaints about tPCT Managed Services
received in Quarter 1 that were acknowledged and replied to within target. A
comparative chart detailing the response rates within 25 working days of
previous quarters can be found at Appendix 1, page 24.


1.3    Acknowledgement and Response Targets for complaints received
       about tPCT services in Quarter 1 2007-2008

                                         Table C:

                Target                            % Achieved within Target
                                                         2005/2006
                                                             Q3
Letter of complaint acknowledged                         28 (100%)
within 2 working days
Full response sent within 10 working                       3/13(23%)
days
Full response sent within 25 working                        15(60%)
days

Out of a possible 13 complaints, only 3 were dealt with within 10 working days,
and 10 complaints were not dealt with within 25 working days.

It is clear to the department that staff are still getting used to having to deal with
complaints within 10 working days, but we are trying to get the message across
that more effort needs to be made to prioritise complaints.

1.4     Requests for Independent Review Panels

The Healthcare Commission has informed the Patient Services Department that
there has been one new request for an Independent Reviews this quarter. The
complaint was made about the care provided by a Health Visitor, and the case
file has now been passed to the Healthcare Commission to consider.

The Healthcare Commission has also made recommendations regarding to one
complaint it had received previously. The complaint concerned the process of
additional funding for a disabled patient who was already receiving a care
package from Social Services, funded by the tPCT. It was noted that there were
weaknesses in the process of dealing with this type of request, and the request
for further funding will now be reconsidered.


                                                                                    7
  1.5      Referrals to the Health Service Ombudsman

  There have been no referrals to the Health Service Ombudsman this quarter.

  1.6      Patient Profiling

  We are required by the Department of Health to collect information on the
  ethnicity of complainants and practitioners and staff against whom a complaint
  has been made.

  To improve the response rate, a patient profiling form is sent to complainants at
  the start of the complaint together with the patient satisfaction survey.
  Unfortunately the Patient Services Department did not receive any back this
  quarter, so the department will review the process for sending these out.

                       1.7     Informal Concerns - Quarter 1

                                      Table D:

Service                                   Nature of Concern and action taken
Commissioning                             The Tissue Viability Clinic at St Charles will
                                          no longer be funded.

                                          The tPCT is aware of the need for this
                                          service but it is currently unable to fund this
                                          post.
Physiotherapy                             A service user has waited a long time for
                                          his appointment and feels there has been a
                                          lack of communication regarding this.

                                          An apology has been given, and it has
                                          been acknowledged communication should
                                          be improved with patients.
Podiatry                                  A lady has raised concern about the
                                          attitude of the podiatrist.

                                          It was discussed with the podiatrist that he
                                          may have come across as abrupt when
                                          giving advice and an apology has been
                                          given.




                                                                                    8
1.8   Written Compliments and Positive Feedback – Quarter 1

As a balance to complaints, written compliments and positive feedback are also
recorded for services managed by the tPCT.

Two compliments were received this quarter. One concerned a Patient
Services Officer regarding her involvement in arranging a BSL interpreter to
support a deaf patient in a dental practice.

The second compliment was received about the care provided by a Paediatric
Dietician and stated: „I wanted you to know how grateful we are for all the care
and support she has given to us as a family during a most difficult time‟.

The Patient Services Department is still urging staff to let us know about
compliments received.




                                                                              9
2.       Complaints about Brent Teaching Primary Care Trust Family Care
                     Practitioners (PCP) in Quarter 1

Primary Care Practioners include GPs, dentists, pharmacists and opticians.
The NHS complaints procedure cannot be used for private services or treatment
provided by such contractors.

2.1      Complaints received about PCP Services

The Table below shows the number of written complaints received in the
department for medical, dental, pharmaceutical and optical complaints. A total
of 19 complaints were received about GP practices between 1st April and 30th
June 2007. Appendix 2 on page 25 shows the number of complaints received
per quarter.

When complaints are received in the complaints department at Brent tPCT,
permission needs to be obtained from the complainant to forward their letter to
the practice so that it can be investigated, via the practice based complaints
procedure. When a complainant telephones the department, advice is given as
to the action they need to take in order to make a complaint about a practitioner.
Most of these complaints are referred back to the practices for resolution.

                                    Table E:

GPs                                                        17
Dentists                                                   2
Pharmacists                                                0
Opticians                                                  0
Total                                                      19




                                                                               10
       2.2       Categories of PCP Complaints Quarter 1 2007-2008

                                        Table F:

       Key:             Outstanding

                        Resolved

                        Request for Conciliation Meeting

                        Consent not received to pass to practice to respond



FHS             Attitude and       Charges    Removals     Treatment/   Appointments/
Service        communication                                Clinical    Waiting Times

GP                                                                      The patient
                                                                        would not
(Harlesden                                                              receive an
Locality)                                                               appointment
                                                                        because her
                                                                        notes have
                                                                        been moved to
                                                                        another
                                                                        borough.

GP            The GP came
(Kilburn      across as having
Locality)     no concern for the
              patient.


GP            The GP had not
              made an urgent
(Not known)   referral for the
              patient to Central
              Middlesex Hospital
              for further
              treatment.


GP                                                         A patient
                                                           was
(Kingsbury                                                 prescribed
Locality)                                                  the wrong
                                                           medication
                                                           and the GP
                                                           was rude.



                                                                              11
GP           The GP did not
             behaved very
(Harlesden   nicely.
Locality)


GP                                Dissatisfacti
                                  on with the
(Harlesden                        care
Locality)                         provided by
                                  the GP.


GP           Not happy with the
             medical support
(Wembley     received at home.
Locality)




                                                  12
GP           A couple found a
             receptionist to be
(Kingsbury   unhelpful.
Locality)


GP                                             Concern
                                               about the
(Harlesden                                     care
Locality)                                      provided to
                                               a patient
                                               who has
                                               since died.

GP                                             A pregnant
                                               lady was not
(Kingsbury                                     happy with
Locality)                                      the care and
                                               attitude of
                                               the GP.

GP                                 A patient
                                   was
(Harlesden                         removed
Locality)                          from the
                                   practice
                                   with no
                                   notice
                                   given.

GP                                             Care
                                               received
(Wembley                                       from the GP
Locality)                                      was not
                                               adequate.

GP           The attitude of the
             GP was not
(Kilburn     deemed
Locality)    acceptable..


GP                                             A parent
                                               complained
(Wembley                                       about her
Locality)                                      GP‟s
                                               diagnosis
                                               and
                                               treatment of
                                               her son.


                                                              13
GP                                                            Difficulty
                                                              was
(Kingsbury                                                    experienced
Locality)                                                     booking an
                                                              appointment
                                                              s with the
                                                              nurse for
                                                              continuing
                                                              treatment.

GP                                                                            In the morning
                                                                              when the
(Kingsbury                                                                    patient
Locality)                                                                     telephones the
                                                                              surgery, the line
                                                                              is constantly
                                                                              engaged.

GP                                              The patient
                                                was taken
(Willesden                                      off the GP
Locality)                                       list.


Dental         A dentist has been
               accused of being
(Wembley       rude.
Locality)


Dental                                                        The
                                                              treatment
(Willesden                                                    has not
Locality)                                                     been to the
                                                              patient‟s
                                                              satisfaction.
Total                  7                             2              8                2

The appropriate Cluster Manager is being kept informed of any cases where multiple
complaints are received about practices.

When required the Patient Services Department requests further advice from the Dental
Advisor who is also willing to attend conciliation meetings. On occasion a request is
made to a Dental Reference Officer (DRO) to independently undertake a dental
inspection for further clarification.




                                                                                     14
2.3    Requests for Independent Review Panels

There were no new requests received this quarter.

The Healthcare Commission has reported back regarding a complaint
concerning the dental treatment a patient received from his dentist. There were
no recommendations made, because the follow up response from the practice
was deemed to be adequate.


2.4    Referrals to the Health Service Ombudsman

The Patient Services Department has not been informed of any referrals to the
Health Service Ombudsman.


2.5    ICAS

The Patient Services Department was informed of one complaint received by
POhWER, the Provider of the Independent Complaints Advocacy Service. This
was regarding a complaint about a GP practice.




                                                                            15
Claims:

There are 6 active claims and 2 closed claims in total:

Clinical Negligence – 0 (1 settled, 2 dormant)
Occupier/Public Liability – 1 (2 closed)
Employer Liability – 5

Under the „Clinical Negligence Scheme for Trusts‟ (CNST) there are 0 active Clinical Negligence claims.

The Trust received confirmation of 1 settlement. However, 2 “dormant” cases are being monitored (see table below)

Category/type        Incident        Description/            Status                      Special remarks
NHSLA Ref:           Date            allegation
Clinical             1996            Failure to diagnose     Agreed settlement of        This case is included on the CNST 1st
Negligence           (Parkside       a child‟s hearing       £25,000.00.                 Quarterly report from the NHSLA.
                     NHS Trust)      problems.               Payments were made in
DS                                                           May 2007 by the NHS
Ref: 99CP277/001                                             Litigation Authority, as
                                                             part of the CNST
                                                             scheme.
Clinical             1996            Failure to measure      Dormant case.               The NHSLA does not accept/provide
Negligence           Parkside        increased head                                      cover under the CNST scheme. It
                     NHS Trust       circumference of a                                  argues that the case was not presented
RK                                   child.                                              at the time of the 2001 CNST call-in.
Ref:
AN/97/CP277/001                                                                          No contact received from Claimant
                                                                                         solicitors since 2004.
Clinical             1998            This case concerns      Dormant case. The file is    Legal proceedings are possible up until
Negligence           Parkside        the identification of   “closed” but the NHSLA      2014.



                                                                                                                                    16
                     NHS Trust        congenital            is monitoring.
FW                   and Central      dislocation of the
Ref: 44916/1819      Middlesex        hip.
&44916/1507          Hospital

Risk Pooling Scheme

There are 6 active claims in total.

a) 1 open occupier/public liability claim, and 2 closed claims; all 3 involve trips and falls.

Category/type        Incident      Description/                  Status                                         Special remarks
NHSLA Ref:           Date          allegation
Occupier/Public      June 2002     Claimant tripped and fell     Repudiated by solicitors acting on behalf of   The new Defence is
Liability                          at the entrance to a          the Trust. Claimant successfully applied to    being prepared for
                                   clinic site. It was alleged   the Court to amend her claim. January          re-trial 17 and 18
MK                                 that the incident             2007 trial was adjourned.                      December 2007.
Ref: M2LP277/001                   occurred because of the
                                   automatic doors. The
                                   Claimant now alleges
                                   that the original
                                   step/entrance is
                                   responsible.
Occupier/ Public     June 2005     Claimant fell into a partly   Liability conceded. Settlement payments:-
Liability                          covered manhole, during       Brent tPCT - £3,000; NHSLA £4,258.04
                                   building works, at            File closed
MH                                 Willesden Centre for
Ref: M5LP277/006                   Health and Care.
Occupier/Public  September         Personal injury               Case repudiated following a site visit and
Liability        2006              sustained when the            report by the NHSLA claims inspector. (it



                                                                                                                                     17
                                   Claimant fell, outside the   seems the claimant fell on a ramp which
SBC                                main entrance of             was extended from a private vehicle)
Ref: M6LP277/003                   Willesden Centre for         Notified by NHSLA 23 August 2007 that the
                                   Health and Care.             file is closed, as the claimant‟s solicitors are
                                                                no longer acting on behalf of the client.
                                                                Finance Department will be invoiced £200
                                                                handling fee. File closed


b) There are 5 open employer liability/staff injury claims and 1 settled claim.

3 of these files, marked *, have been transferred to CNWL, although liabilities remain with Brent tPCT. 1 other case involves a
GP practice at a Brent tPCT site

Employer             December      A member of staff fell       Case settled with agreed damages of                Settlement reported
Liability            2002          and sustained a back         £25,000.00 but still included on the RPST          in previous report but
                                   injury.                      1st Quarterly report from the NHSLA.               this report confirms
YB                                                                                                                 that the Trust has
Ref: M3LP277/002                                                                                                   been re-imbursed by
                                                                                                                   £15,000.00,
                                                                                                                   according to the
                                                                                                                   scheme agreement.
Employer             April to      Stress-related claim with    The NHSLA have instructed Barlow, Lyde
Liability            November      continued absence from       & Gilbert to act on behalf of the Trust.
                     2004          work.                        Solicitor met with the Assistant Director, 6
VL                                                              August 2007, to help prepare the
Ref: M6LP277/002                                                Defence. The Assistant Director was the
                                                                manager of VL‟s line manager who has
                                                                left the Trust.
*Employer            July 2004     Back injury sustained        The NHSLA instructed Barlow, Lyde &                Case file is currently



                                                                                                                                            18
Liability                          during training.            Gilbert to assist. Liability has been       being managed by
                                                               admitted by the NHSLA. Hearing              CNWL Foundation
DK                                                             expected May/June 2008.                     NHS Trust but
Ref: M5LP277/002                                                                                           liability remains with
                                                                                                           Brent tPCT.
Employer             March         An agency worker,           Following receipt of the Claims             Limitation expires in
Liability            2005          employed by a GP            Inspector‟s report, the Claimant‟s          March 2008 but the
                                   practice, sustained a       solicitors have been advised that this      Claimant‟s solicitors
JL                                 back injury, at a Trust     claim should be directed to the Claimant‟s can issue
Ref: M5LP277/005                   site. The Claimant          employees (the GP) for their attention.     proceedings up until
                                   slipped on a wet floor.     However, this claim still included on the   July 2008.
                                                                        st
                                                               RPST 1 Quarterly Report from the
                                                               NHSLA.
* Employer           May 2005      A member of staff           The NHSLA have investigated and             Limitation is May
                                   sustained a fractured       repudiated the claim, but the Claimant‟s    2008. Case file is
 Liability
                                   finger.                     solicitors request further information from currently being
                                                               the Trust. Requests for release of          managed by CNWL
LG
                                                               occupational health and personnel           Foundation NHS
Ref: M5LP277/003
                                                               records were actioned in February 2007.     Trust but liability
                                                                                                           remains with Brent
                                                                                                           tPCT.

* Employer           October       A member of staff was       Barlow, Lyde & Gilbert are acting on
                     2005 and      assaulted by a client and   behalf of the Trust. Order for Disclosure
 Liability
                     November      sustained facial and        Court Hearing took place in February
                     2005          whiplash injuries.          2007. Service user‟s records and other
MR
                                                               documents disclosed to the Claimant‟s
 Ref:
                                                               solicitors.
M6LP277/001
Christine Bevan-Davies, Head of Clinical Governance (Claims Manager)




                                                                                                                                    19
   3.                            PALS Update
                                     Quarter 1
                            1st April – 30th June 2007

This quarter the department has received 218 contacts from either telephone
callers, those who walk into the department, e-mails and letters.

The department was able to categorise the queries as follows in the table
below:




                                                                              20
Issue:               April   May   June


Appointments         12      6     11

Communication        5       3     4


e.g. not receiving
information          7
Direct Care          10      6     13


Staff Attitude       3       8     5


Health Records       2       2     3


Complaints           3       9     14
Handling

Administration       8       0     0


Transport            0       0     1


Aids & Appliances    5       0     0

Discharge &          2       0     0
Transfer
Arrangements

Patients Property    0       0     0


Privacy              0       1     0


Access to            1       0     0
interpreters


Failure to follow    4       2     2
agreed procedure
                     0       0     0
Discrimination

Consent to           2       0     0
Treatment

Other                18      22    24


Total                82      59    77




                                          21
The table illustrates that appointments, direct care or other are the most
common issues raised with the Patient Services Department.

„Other‟ mostly concerns matters concerning GP practices for example trying to
register with a GP practice or receiving information about services.

3.1       Forums and Events

The Patient Services Department staff have been attending various forums and
events. People attending the events have used the opportunity to raise various
issues of concern.


Attended Quarter 1                                          Date
Cardiac Rehab Meeting                                         11/6
PPI Forum                                                     11/6
Paediatric Therapy                                            14/6
Easy Information Group                                        26/6


3.2       Service Developments




         Bookings are now being taken for staff to take part in playing the
          Complaints Made Easy Board Game, It makes learning the complaints
          procedure absorbing, interesting and fun! It also underpins team
          building.
This course is designed to support staff to:

            be much more effective at local resolution of complaints

            to develop problem solving strategies
The length of the course can be adapted for any time scale from 2 hours to a
whole day, depending on the detail of learning required. It is recommended
that there should be a minimum 9 to a maximum of 12 players.
For further information please contact:
The Patient Services Department
Brent tPCT
020 8795 6771

Or e-mail: danielle.aronowitz@brentpct.nhs.uk


         The first Complaints and Incidents Review meeting will be taking place
          between various staff leads including the Medical Director, Head of

                                                                                   22
    Clinical Governance and the Patient Services Manager in September to
    ensure lessons can be learnt across the Trust.

   HOT TOPICS is being reintroduced on the intranet to keep staff updated
    with the latest issues brought to the attention of the Patient Services
    Department. This is a valuable way of sharing learning as a result of
    complaints and PALS queries.




Danielle Aronowitz
Patient Services Manager




                                                                         23
Appendix 1



                     Number of complaints received per quarter about Brent
                        tPCT between 1st April 2005 & 30th June 2007.
    Number of complaints




                                                                           28       28                          28
        per quarter




                            30         21       18                17
                            20                           13                                   13       15
                            10
                             0
                                   )

                                              )

                                                       )

                                                                )

                                                                         )

                                                                                  )

                                                                                           )

                                                                                                     )

                                                                                                              )
                                   6

                                            6

                                                     6

                                                              6

                                                                       7

                                                                                7

                                                                                          7

                                                                                                   7

                                                                                                            8
                                /0

                                         /0

                                                  /0

                                                           /0

                                                                    /0

                                                                             /0

                                                                                       /0

                                                                                                /0

                                                                                                         /0
                               5

                                          5

                                                   5

                                                            5

                                                                     6

                                                                              6

                                                                                       6

                                                                                                 6

                                                                                                          7
                            (0

                                       (0

                                                (0

                                                         (0

                                                                  (0

                                                                           (0

                                                                                    (0

                                                                                              (0

                                                                                                       (0
                            1

                                  2

                                             3

                                                      4

                                                               1

                                                                        2

                                                                                 3

                                                                                          4

                                                                                                    1
                           Q

                                 Q

                                            Q

                                                     Q

                                                              Q

                                                                       Q

                                                                                Q

                                                                                         Q

                                                                                                   Q
                                                                         Quarter



          % of Complaints about Brent tPCT responded to per quarter
                        within 25 working day target
                  between 1st April 2005 & 30th June 2007.
complaints per
  Number of




                            80         56                63                61                          56       60
   quarter




                            60                  42                41                          30
                            40                                                      17
                            20
                             0
                                   )

                                              )

                                                       )

                                                                )

                                                                         )

                                                                                  )

                                                                                           )

                                                                                                     )

                                                                                                              )
                                   6

                                            6

                                                     6

                                                              6

                                                                       7

                                                                                7

                                                                                          7

                                                                                                   7

                                                                                                            8
                                /0

                                         /0

                                                  /0

                                                           /0

                                                                    /0

                                                                             /0

                                                                                       /0

                                                                                                /0

                                                                                                         /0
                               5

                                          5

                                                   5

                                                            5

                                                                     6

                                                                              6

                                                                                       6

                                                                                                 6

                                                                                                          7
                            (0

                                       (0

                                                (0

                                                         (0

                                                                  (0

                                                                           (0

                                                                                    (0

                                                                                              (0

                                                                                                       (0
                            1

                                  2

                                             3

                                                      4

                                                               1

                                                                        2

                                                                                   3

                                                                                          4

                                                                                                    1
                           Q

                                 Q

                                            Q

                                                     Q

                                                              Q

                                                                       Q

                                                                                  Q

                                                                                         Q

                                                                                                   Q




                                                                         Quarter




                                                                                                                     24
Appendix 2



                    Number of complaints received about Primary Care
                            Practitioners (PCPs) per quarter
                       between 1st April 2005 & 30th June 2007.
   complaints per




                                                                                                            47
     Number of




                      50
      quarter




                      40                 26                                           27
                      30        17                17       17       11       18
                      20                                                                         7
                      10
                       0
                             )

                                       )

                                                )

                                                         )

                                                                  )

                                                                           )

                                                                                    )

                                                                                             )

                                                                                                       )
                            6

                                     6

                                              6

                                                       6

                                                                7

                                                                         7

                                                                                  7

                                                                                           7

                                                                                                        8
                         /0

                                  /0

                                           /0

                                                    /0

                                                             /0

                                                                      /0

                                                                               /0

                                                                                        /0

                                                                                                     /0
                         5

                                   5

                                            5

                                                     5

                                                              6

                                                                       6

                                                                                6

                                                                                         6

                                                                                                  7
                      (0

                                (0

                                         (0

                                                  (0

                                                           (0

                                                                    (0

                                                                             (0

                                                                                      (0

                                                                                               (0
                     1

                            2

                                      3

                                               4

                                                        1

                                                                 2

                                                                          3

                                                                                   4

                                                                                            1
                    Q

                           Q

                                     Q

                                              Q

                                                       Q

                                                                Q

                                                                         Q

                                                                                  Q

                                                                                           Q
                                                                  Quarter




                                                                                                                 25

				
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