Title. Sponsoring Director(s) Author(s) Purpose. Previously considered by. Risk and Assurance. Legal implications/regulatory requirements

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1 Agenda Item: WOK Report of Wokgham CCG Governg Body 4 November 2014 Title Sponsorg Director(s) Author(s) Purpose Previously considered by Risk and Assurance Legal implications/regulatory requirements Lks to the NHS Constitution (relevant patient/staff rights) Consultation, public engagement & partnership workg implications/impact BW CCGs PALS and Complats Annual Report BW CCGs Nurse Director (quality of provider services) BW CCGs Chief Officer (CCGs Accountable Officer) Central Southern CSU Patient Experience Team June Hutchson, BW CCGs Head of Affairs To provide for review the 2013/14 Annual Report on PALS and Complats. CCGs Quality Committee meetg of 9 September 2014 CCGs Commissiong Committee meetg of 23 September 2014 This report provides assurance that the Central Southern CSU/Clical Commissiong Groups (CCG) are appropriately recordg complats received, and concerns raised through PALS, notg any trends complats and takg action to address concerns raised by users of its services. Local Authority Social and NHS Complats (England) regulations 2009 N/A Annual Reports on PALS and Complats will be reviewed by the CCGs governg bodies at meetgs held public Executive Summary The aim of the 2013/14 annual report is to provide to Members an overview of the Berkshire West CCGs Patient Advice and Liaison Service (PALS) and Complats contacts for the past fancial year. The PALS and Complats S ervice is provided by the Central Southern Commissiong Support Unit (CSU) under a service level agreement with the CCGs. The attached report exames complats received by Berkshire West CCGs the 2013/14 fancial year. The CCGs have a statutory duty to respond to complats from users of their services and of the services they commission; and to record and report under the Local Authority Social and National Service Complats (England) Regulations 2009

2 the followg: The number of complats received The number of complats considered by the CCG to be well-founded ( upheld ICO termology) The number of complats referred by complaants to the Office of the Parliamentary and Service Ombudsman (OPHSO) The subject matter of complats of importance arisg from the complats or handlg thereof Any action(s) taken, or beg taken, to improve services as a result of complats received In their review September of the PALS and Complats 2013/14 annual report Quality Committee members highlighted the followg: On Table 2 Complats Outcomes 1, and Table 3 Complats by Service Le: some cross reference between the two, to identify which service le complats were upheld, which were not upheld, etc. [See Table Appendix 1] The CCGs received 2013/14, and contue to receive, a number of complats from local MPs regardg services not commissioned by the CCGs, e.g. primary care services, and specialised services; such complats are routely forwarded to the responsible commissioner NHS England/other; the MPs offices are formed of the referral of such cases. At times complaants contact their MP when the response from a provider does not meet their expectations and, turn, the MP writes to the CCG to seek resolution. The latest formation available on the NHS England/NHS Choices website page on Makg a complat (July 2014) states:... If you have already complaed to your service provider then the commissioner will not be able to re-vestigate the same concerns. In this case you should proceed to stage two* of the complats process. [*Stage 2 is the Parliamentary and Service Ombudsman.] The CCGs endeavour to promote understandg of the health economy structure Berkshire West, and of NHS complats guidance and procedures, so that complat letters can be directed appropriately, and avoid unnecessary delays; and also to act le with PHSO guidance to enable complats to be handled as locally as possible, that is, to enable the service/care provider to vestigate the complat unless there is a specific objection on the part of the patient/complaant. Recommendation The Committee is requested to discuss the 2013/14 PALS & Complats Annual Report. 1 The termology used the Outcomes table is that laid down by the Information Commissioner s Office, and the Parliamentary and Service Ombudsman 2

3 Newbury and District Berkshire West CCGs Complats by Service Le and Outcome Appendix Not Upheld 7 7 Partially Upheld Upheld Apology 1 1 Case not pursued by complaant 1 1 Explanation Given Referred to other organisation North and West Readg Not Upheld Partially Upheld 1 1 Upheld 1 1 Apology Case not pursued by complaant 1 1 Explanation Given 2 2 Referred to other organisation South Readg CCG Not Upheld Partially Upheld Upheld Apology Case not pursued by complaant Explanation Given Referred to other organisation Commissiong Commissionnig Commissiong

4 Wokgham CCG Berkshire West CCGs Complats by Service Le and Outcome Commissiong Inpatient Not Upheld Partially Upheld Upheld 3 3 Apology 1 1 Case not pursued by complaant Explanation Given Referred to other organisation WOK CCG Commissiong service le: Patient had requested transfer from RBH to London Eye Hospital; at the time patients were not routely transferred to London Hospitals Transfer to GOSH of child who had been receivg care and treatment from private provider. Complaant did not pursue the case 4

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