Hospital Complaint Management - November / December 2010

Transcription

1 MEMO To: From: Hospital Advisory Committee Chris Eccleston, General Manager Clinical Governance Date: 9 th January 215 Re: Complaint Management for November / December 214 Complaints: A copy of the complaint management performance indicator results for November and December 214 is attached. These relate to monitoring the number of complaints received and response timeframe targets. Complaint response data Complaints Received November 7 December 12 Complaint responses within 23 working days 82% (9 of 11) 83% (1 of 12) No. complaints responded to Average time to response Review of 214: There were a total of 127 complaints received in 214, this is an increase of 28% on the 99 complaints received during 213. Review of the Complaint Summary graphs attached show that the numbers received remain as would be expected under normal variation. There were a higher number of complaints received over winter (June and July) than is usually seen; again, not outside what would be expected with normal variation. This year saw an increase in the number of complaints received via , and also an increase in the numbers that were sent directly to the CEO or Chair of the Board Page

2 The relative frequency of complaints acorss departments is shown above.this data inculdes complaints that cover multiple deparments, hence it does not include absolute numbers, and should be used as indicative. The departments / areas where no complaints were reported are not included. HDC: No new notifications of complaint raised with the HDC were received in the November / December period. One notification of an enquiry was received. One open complaint was closed, with no further action required. Further information was supplied for another open complaint, and the HDC are now seeking independent review prior to deciding on what further action they may take or recommend. Compliments: 3 compliments were received centrally in the November / December period. Recommendation That the Hospital Advisory Committee: Receives this report Chris Eccleston General Manager Clinical Governance Attachments: 1. Complaint Summary December Complaints by type rolling 12 month period 3. Compliment Summary November / December Page

3 Attachment 1 COMPLAINT SUMMARY DECEMBER 214 Complaints Received Average Complaint Response Days % Complaints Responded to within 23 Working days Page

4 Attachment 2 Complaint Trends Rolling 12 months Highlights from November / December: Three complaints related to discharge and discharge planning, including follow up care and unclear information on medications Four issues were raised regarding how we communicated with, and provided information to, patients and families complaints have been reported in rolling 12 months from January 214 against the following types: Consent and information Fees and costs Grievance / complaints process Medication Two complaints raised issues with the quality of care provided. Issues highlighted during a stay, including disturbance from visitors to other patients One complaint raised requesting more help to be available for obese people Page

5 Attachment 3: Compliments Received November / December /11/214 Medical Thank you for the support, kindness and care given to Bill. The high quality you gave in making him comfortable throughout was evident. We will always remember love and appreciation. 12/11/214 Medical Sincere thanks for the wonderful care and kindness given to our mother whilst in your care recently, thanking you. 12/11/214 Medical Thank you so much for having me on the ward for 3 weeks, you have made me feel welcome and taught me so much. I have really loved working with you and it's a pity to leave you, all the best. 18/12/214 ED Last Sunday I ended up in Timaru ED after receiving a bee sting on my neck which caused a strong reaction. I felt I needed to contact someone to say that the prompt professional attention I received from your staff was factastic. Within a couple of minutes I was seen and assessed by Donna, given some medication, then seen by a very nice doctor. I had not further effects and the medication worked a treat. So often we only hear about peoples bad experiences in this situation. You had a great team working in this dept on Sunday and watching them deal with the many patients they handled was like watching a well oiled machine working smoothly Page