Trust Board Meeting: Wednesday 14 January 2015 TB

Transcription

1 Board Meeting: Wednesday January TB. Title The Parliamentary and Health Service Ombudsman (PHSO) report on complaints about Acute s, and the review of Q, Q nationally for -. Status History For information This is a new report. It is being presented to the Board following the publication by the Parliamentary and Health Service Ombudsman (PHSO) on November. Board Lead(s) Ms Catherine Stoddart, Chief Nurse Key purpose Strategy Assurance Policy Performance TB. PHSO Complaints report Page of 9

2 Executive Summary TB.. The Parliamentary and Health Service Ombudsman (PHSO) published a report on November entitled Complaints about acute s - and Q and Q -. The report forms part of the national PHSO strategy to provide transparency in relation to enquiries received and complaints investigated by the PHSO office. s are encouraged to use the PHSO data and insight to improve the care they provide.. The PHSO report identified key questions to enable s to better explore their approach to handling complaints. These are: Why are some s more successful than others at resolving complaints locally? What can account for the -fold variation in how s handle complaints? Why are some s times more likely to have their complaints investigated by the PHSO than other s, even after accounting for their activity levels? And why are communication, diagnosis, and clinical care and treatment consistently ranked as the top three issues people come to the PHSO to complain about?. The OUH s performance has been analysed accordingly against; The five s who have received the lowest number of complaints. The five s that have had the fewest complaints investigated by the PHSO. The s that have had the fewest complaints upheld by the PHSO. The four s within The Thames Valley area. The Shelford Group.. The report has provided the catalyst for benchmarking, confirming the s activity in relation to the PHSO s concerns and identifying the next steps for analysis and development of the complaints management process. The next steps are to build on complaints as part of patient experience: Consider the extension of the patient experience dashboard to include legal claims, incidents, safe staffing and staff FFT. The presentation of the divisional patient experience dashboard for ratification at the Executive Directors meeting, Management Executive (TME) and at the meeting of the Quality Committee in February. The inclusion of the divisional patient experience dashboard at the quarterly divisional performance reviews will enable alignment of the patient experience and quality service improvements. The PHSO report will be presented at the January meeting of the Board. A further progress update in relation to the Patient Experience Strategy will be presented at the Quality Committee in June.. Recommendation The Board is asked to note and approve the contents of the report. TB. PHSO Complaints report Page of 9

3 TB. Summary: The Parliamentary and Health Service Ombudsman (PHSO) report on complaints about acute s and an analysis of the complaints nationally for Q, Q in -. Purpose.. The report provides a summary of the key statistics collected regarding the enquiries and the investigations of acute s in England undertaken by the PHSO. The PHSO report was published on November... The report also reviews all complaints received from acute s in Quarter and Quarter of /... The PHSO has published this report in order to enable Boards to examine and benchmark their organisation s performance in relation to others.. Background.. Dame Judith Mellor, OBE, the Parliamentary and Health Service Ombudsman, has published her report as part of the strategy to provide transparency regarding the enquiries received and complaints investigated by the PHSO... The number and nature of complaints offer an insight into how s are performing. Any complaint that is upheld gives the an opportunity to learn from its mistakes. In the previous months the PHSO has upheld % of all complaints about Acute s that they investigated... There are many factors that influence the number of complaints received by NHS s. This includes the size of the organisation, the health specialisms it manages, and patients demographics. If complaints data is to be useful and enable learning, it is important that this context is taken into account... The report reminds s of the need for a more personalised approach to care that welcomes feedback. This culture change is advocated to enable improved healthcare services for everyone... The PHSO does not intend this to be a measure of quality or performance. It is intended that s will use the data and insight drawn from the PHSO s casework as an opportunity to gain insight about and improve the care they provide... The report identifies key questions to enable s to better explore their approach to handling complaints. These are; Why are some s more successful than others at resolving complaints locally? What can account for the -fold variation in how many complaints s handle? Why are some s times more likely to have their complaints investigated by the PHSO than others, even after accounting for their activity levels? Why are communication, diagnosis, and clinical care and treatment consistently ranked as the top three issues people come to the PHSO to complain about? TB. PHSO Complaints report Page of 9

4 TB..7. The PHSO records the two distinct aspects of patient experience for each complaint it investigates The local resolution undertaken: This provides insight into why complainants are dissatisfied with the local resolution offered by s. The elements of the health care service that led people to complain... The main issues cited with the local complaints process of acute s related to an inadequate apology and a poor explanation of a decision. The additional issues were: No acknowledgement of mistakes. Complaint response is wrong and/or incomplete. Unnecessary delay in handling complaints. Inadequate financial remedy. Inadequate systemic remedy. The first three of these can be improved internally. OUH s activity in response to the questions raised by the PHSO is outlined in Appendix A comparison of the number of complaints investigated by the PHSO with the number of written complaints made at the local level provides some insight into the effectiveness of complaint handling at each acute... On average, the PHSO investigated. complaints for every written complaints received by each acute... This varied considerably. The PHSO identified that the s with the highest number of complaints investigated averaged.9 investigations per written complaints. This compared with s with the lowest proportion of investigations to written complaints that averaged. investigations per written complaints... The PHSO also compared the investigated complaints with clinical activity data. This was labelled as within the report. The has clarified that the report is referring to clinical activity and not investigated clinical incidents... The PHSO has included complaints involving multiple s. This is the first time this information has been included in any reports... The PHSO noted that those s with effective local complaints processes would expect to have fewer enquiries and investigations by the PHSO. However the report notes that some s openly give complainants information about how to escalate their complaint if they are not happy with the local investigation. This in turn may lead to a higher proportion of enquiries to, and investigations by the PHSO... This was commended by the CQC in the inspection in February, for its transparency and openness with complainants and other agencies.. Overview of complaints about acute s. The PHSO has listed information relating to all the acute s in England. The following information has been included; TB. PHSO Complaints report Page of 9

5 The number of complaints made to s. Enquires received by the PHSO. Enquires accepted for investigation. PHSO investigations fully or partially upheld. PHSO enquires per complaints to s. Investigations per written complaints to. Enquiries per,. Investigations per,. Total number of recorded by. TB... The PHSO has not included the number of complaints upheld or partially upheld by individual s. This information is available to the PHSO and is submitted to the Health and Social Information Centre (HSCIC) in the annual KOa complaints return to the Department of Health. Please note from April the KOa complaints data will be submitted to the HSCIC on a quarterly basis... The PHSO recorded the number of complaints to OUH as 9 between April and September. OUH s performance has been analysed against; The five s who have received the fewest complaints. The five s that have had the fewest complaints upheld by the PHSO. The s with the most complaints, compared to OUH. The five s within the Thames Valley area. The Shelford Group. The s also with two PHSO investigations upheld. The s with a similar number of complaints. s with a similar level of clinical activity as the OUH... The tables relating to the s performance are presented in Appendices -... The five s who have received the fewest complaints. The complete PHSO data for the five s that have received the lowest number of complaints is presented in Table and Chart in Appendix. These s, with the exception of the OUH, are solely specialised s. The s have all received significantly fewer complaints than the OUH. Despite this, OUH compares favourably due to only two complaints being upheld by the PHSO in /... The five s that have had the fewest complaints upheld by the PHSO. The 9 s with no complaints upheld by the PHSO are presented in Table in Appendix. The s in this category received between and 9 complaints. The number of enquiries to the PHSO ranged from two to 7. The PHSO received 7 enquires from OUH complainants. The number of enquires accepted for PHSO investigation ranged from zero to, and although this s number of complaints were the highest, the proportion accepted for investigation compared to other s was low. TB. PHSO Complaints report Page of 9

6 TB..7. The s with the most complaints, compared to OUH. The complete PHSO data for the five s who have received the highest number of complaints are presented in Table and Chart in Appendix. The proportion of OUH s complaints upheld by the PHSO was.%. The range of upheld complaints in this category was between.7% (Mid Yorkshire NHS ) and.9% (St Bartholomew s NHS ). When compared with s in this category, OUH was the third best performing... The five s within the Thames Valley area. PHSO data for the five acute s within the Thames Valley area are presented in Table and Charts - in Appendix. OUH has the highest level of clinical activity and also received the highest number of complaints compared with the other Thames Valley acute s. The proportion of OUH s complaints upheld by the PHSO was.%. The range of PHSO upheld investigations ranged from % (Royal Berkshire Hospital) to.7% (Buckinghamshire Health Care NHS ). OUH was the second best performing in this category..9. The Shelford Group. The PHSO data for the Shelford group s are presented in Table and Charts - in Appendix. OUH was sixth in terms of the number of complaints received. However, OUH was third best performing in relation to the number of PHSO upheld investigations... The s also with two PHSO investigations upheld. The PHSO data is presented in Appendix. The PHSO upheld two complaints investigations for 9 s including the OUH. The number of complaints received by s in this category ranged from (Royal Brompton and Harefield Hospital NHS ) and (University Hospitals of Leicester NHS )... The s with similar number of complaints. The PHSO data for s with a similar number of complaints to OUH are presented in Appendix 7, Table 7 and Charts 9-. The number of complaints ranged from -9. The number of investigations partially or fully upheld ranged from -. OUH was the best performing on partially or fully upheld investigation as it had the lowest proportion in relation to overall number of complaints... s with a similar level of clinical activity as the OUH. The PHSO data for s with a similar level of clinical activity as OUH are presented in Appendix, Table and Charts 7-. The total number of complaints ranged between 9-9. The number of PHSO investigations partially or fully upheld ranged between two and. OUH was the second best performing on partially or fully upheld investigation as it had the second lowest proportion in relation to overall complaints... The PHSO s four questions have not been answered by this data analysis; however, it does provide an indication of the success of OUH s investigation and resolution complaints process. The work undertaken by OUH to address the PHSO s concerns is presented in Table 9 in Appendix 9... This report has provided the catalyst for benchmarking, to gain assurance of OUH s activity in relation to the PHSO s concerns and identify the next steps for analysis and development. The next steps in terms of linking complaints to patient experience are: TB. PHSO Complaints report Page of 9

7 . Conclusion TB. Consider the extension of the dashboard to include legal claims, incidents, safe staffing and staff FFT in order to provide a more comprehensive report. The presentation of the divisional patient experience dashboard for ratification at the Executive Directors meeting, TME and at Quality Committee in February. The inclusion of the divisional patient experience dashboard at the quarterly divisional performance reviews to review patient experience and quality service improvements. A further progress update in relation to the Patient Experience Strategy will be provided at the June meeting of the s Quality Committee... The PHSO has published her report as part of the strategy to provide transparency about the enquiries received and complaints investigated by her office. The report highlights the need for a culture change to a more personalised approach in healthcare that welcomes feedback and improves services for everyone... The report is not intended to be a measure of quality or performance. s are encouraged to use the PHSO data and insight in order to improve the care they provide. The PHSO report identified key questions to enable s to better explore their approach to handling complaints.. Recommendation. The Executive Directors are asked to note and approve the contents of the report. Catherine Stoddart Chief Nurse Report prepared by: Caroline Heason, Safeguarding Adults and Patient Services Manager Rachel Taylor, Public Engagement Manager January TB. PHSO Complaints report Page 7 of 9

8 TB. Appendix : NHS s in England with the fewest complaints, compared to OUH, April September Total number of clinical incidents recorded by Investigations per, clinical incidents Enquiries per, Investigations per written complaints to Enquiries per complaints to Investigations fully or partly upheld Enquiries accepted for investigation by PHSO Enquiries received by PHSO Complaints made to Royal National Hospital For Rheumatic Diseases NHS The Clatterbridge Cancer Centre NHS Papworth Hospital NHS Liverpool Heart and Chest Hospital NHS Royal Brompton and Harefield NHS Oxford University Hospitals Table : A comparison of OUH with the s with the fewest complaints comparison Source: PHSO TB. PHSO Complaints report Page of 9

9 TB. 9 7 NHS s in England with the fewest complaints compared to OUH : April September 9 9 Royal National Hospital For Rheumatic Diseases NHS Foundation The Clatterbridge Cancer Centre NHS Foundation Papworth Hospital NHS Foundation Liverpool Heart and Chest Hospital NHS Foundation Royal Brompton and Harefield NHS Foundation 9 Oxford University Hospitals Chart : A comparison of OUH with the s with the fewest complaints comparison Source: PHSO TB. PHSO Complaints report Page 9 of 9

10 TB. Appendix : NHS s in England with the fewest PHSO upheld complaints, compared to OUH, April September Royal National Hospital For Rheumatic Diseases NHS The Clatterbridge Cancer Centre NHS Papworth Hospital NHS The Christie NHS Queen Victoria Hospital NHS The Royal National Orthopaedic Hospital NHS The Walton Centre NHS Taunton and Somerset NHS South Warwickshire NHS South Tyneside NHS Salford Royal NHS Royal Berkshire NHS The Hillingdon Hospitals NHS Royal Surrey County NHS Poole Hospital NHS Surrey and Sussex Healthcare Western Sussex Hospitals NHS University Hospital of South Manchester NHS Complaints made to Enquiries received Enquiries accepted for investigation Investigations fully or partly upheld by PHSO fully or partly Enquiries per complaints to Investigations per written complaints to Enquiries per, clinical incidents Investigations per, clinical Total number of clinical incidents recorded by TB. PHSO Complaints report Page of 9

11 TB. Portsmouth Hospitals NHS Oxford University Hospitals Complaints made to 9 9 Enquiries received Enquiries accepted for investigation Investigations fully or partly upheld by PHSO fully or partly Enquiries per complaints to Investigations per written complaints to Enquiries per, clinical incidents Investigations per, clinical Total number of clinical incidents recorded by Table : The s whom have had the fewest complaints upheld by the PHSO Source: Complaints about acute s - and Q, Q - Parliamentary and Health Service Ombudsman (PHSO) TB. PHSO Complaints report Page of 9

12 TB. Appendix : NHS s in England with the most complaints, compared to OUH, April September Complaints made to Enquiries received by PHSO Enquiries accepted for investigation by PHSO Investigations fully or partly upheld by PHSO Enquiries per complaints to Investigations per written complaints to Enquiries per, Oxford University Hospitals Brighton and Sussex 7... University Hospitals NHS Central Manchester University Hospitals NHS Foundation 9 Colchester Hospital University NHS 7 Mid Yorkshire Hospitals NHS Barts Health NHS Investigations per, clinical incidents Total number of recorded by Table : The five s who have received the highest number of complaints Source PHSO NHS s in England with the most complaints, compared to OUH : April September Oxford University Hospitals Brighton and Sussex University Hospitals NHS Central Manchester University Hospitals NHS Foundation Colchester Hospital University NHS Foundation Mid Yorkshire Hospitals NHS Barts Health NHS Chart : The five s who have received the highest number of complaints Source PHSO TB. PHSO Complaints report Page of 9

13 TB. Appendix : PHSO data in the Thames Valley area acute s complaints, April September Total number of recorded by Investigations per, clinical incidents Enquiries per, Investigations per written complaints to Enquiries per complaints to Investigations fully or partly upheld by PHSO Enquiries accepted for investigation by PHSO Enquiries received by PHSO Complaints made to Frimley Park Hospital NHS Royal Berkshire NHS Heatherwood and Wexham Park Hospitals NHS Buckinghamshire Healthcare NHS Oxford University Hospitals Table : Thames Valley Complaints Comparison Source: PHSO Thames Valley s: Numbers of Complaints Thames Valley s: Enquiries Received by the PHSO 7 7 Chart : Thames Valley s: Numbers of Complaints: Source PHSO Chart : Thames Valley s: Enquires received by the PHSO: Source PHSO TB. PHSO Complaints report Page of 9

14 TB. Thames Valley s: Enquiries accepted for investigation by the PHSO Thames Valley Investigations fully or partly upheld by the PHSO Chart : Enquiries accepted for investigation by the PHSO Chart : Investigations fully or partly upheld by the PHSO Thames Valley s: PHSO Enquiries per complaints to Thames Valley s: Investigations per written complaints to Chart 7: PHSO Enquiries per complaints t t Thames Valley s: PHSO enquiries per, clinical activity. t Chart : PHSO: Investigations per written complaints Thames Valley s: PHSO investigations per, clinical activity Chart 9: PHSO Enquiries per, clinical activity Chart : PHSO investigations per, clinical activity TB. PHSO Complaints report Page of 9

15 Appendix : PHSO data on Shelford Group Complaints, April September TB. Total number of recorded by Investigations per,y clinical incidents Enquiries per, Investigations per Y written complaints to Enquiries per complaints to Investigations fully or partly upheld by PHSO Enquiries accepted for investigation by PHSO Enquiries received by PHSO Complaints made to Cambridge University Hospitals University Hospitals Birmingham NHS The Newcastle Upon Tyne Hospitals NHS University College London Hospitals NHS Imperial College Healthcare NHS Oxford University Hospitals Guy's and St Thomas' Sheffield Teaching Hospitals NHS King's College Hospital NHS Central Manchester University Hospitals Table : Shelford Complaints Comparison Source: PHSO Shelford Group s: Numbers of Complaints Shelford Group s: PHSO enquiries Chart : Numbers of complaints Chart : PHSO enquiries TB. PHSO Complaints report Page of 9

16 TB. Shelford Group s: Enquiries accepted for Investigation by the PHSO Shelford Group s: Investigations fully or partly upheld by the PHSO Chart : Enquiries accepted for Investigation by the PHSO Chart : Investigations fully or partly upheld by the PSHO Shelford Group s: Enquiries per complaints to Shelford Group s: Investigations per written complaints to Chart : Enquiries per complaints to Chart : Investigations per written complaints to TB. PHSO Complaints report Page of 9

17 TB. Shelford Group s: Investigations per, Shelford Group s: Enquiries per, Chart 7: Investigations per, Chart : Enquiries per, TB. PHSO Complaints report Page 7 of 9

18 Appendix : s also with PHSO investigations upheld TB. Barnsley Hospital NHS Complaints made to Enquiries received by PSHO Enquiries accepted for investigation by PSHO Investigations fully or partly upheld by PSHO Enquiries per complaints to by PHSO Investigations per written complaints to Enquiries per, Investigations per, Total number of clinical incidents recorded by Birmingham Children's Hospital NHS Foundation Calderdale and Huddersfield NHS Cambridge University Hospitals NHS Foundation Central Manchester University Hospitals NHS Chelsea and Westminster Hospital NHS Foundation Chesterfield Royal Hospital NHS Croydon Health Services NHS Derby Hospitals NHS Ealing Hospital NHS East Sussex Healthcare NHS George Eliot Hospital NHS Great Ormond Street Hospital For Children NHS TB. PHSO Complaints report Page of 9

19 TB. Harrogate and District NHS Complaints made to Enquiries received by PSHO Enquiries accepted for investigation by PSHO Investigations fully or partly upheld by PSHO Enquiries per complaints to by PHSO Investigations per written complaints to Enquiries per, Investigations per, Total number of clinical incidents recorded by Heatherwood and Wexham Park Hospitals NHS Hull and East Yorkshire Hospitals NHS Imperial College Healthcare NHS James Paget University Hospitals NHS Foundation Mid Cheshire Hospitals NHS Milton Keynes Hospital NHS North Bristol NHS North Cumbria University Hospitals NHS North Tees and Hartlepool NHS Northern Lincolnshire and Goole NHS Oxford University Hospitals NHS Peterborough and Stamford Hospitals NHS Foundation Plymouth Hospitals NHS TB. PHSO Complaints report Page 9 of 9

20 TB. Royal Brompton and Harefield NHS Foundation Complaints made to Enquiries received by PSHO Enquiries accepted for investigation by PSHO Investigations fully or partly upheld by PSHO Enquiries per complaints to by PHSO Investigations per written complaints to Enquiries per, Investigations per, Total number of clinical incidents recorded by Sandwell and West Birmingham Hospitals NHS Shrewsbury and Telford Hospital NHS St Helens and Knowsley Hospitals NHS Tameside Hospital NHS The Queen Elizabeth Hospital, King's Lynn. NHS The Royal Wolverhampton NHS University College London Hospitals NHS Foundation University Hospitals Birmingham NHS Foundation University Hospitals Of Leicester NHS Warrington and Halton Hospitals NHS Foundation West Hertfordshire Hospitals NHS Table : s with two PHSO investigations upheld source: PHSO TB. PHSO Complaints report Page of 9

21 TB. Appendix 7: The s with similar number of complaints (the range is between and 9 complaints) Total number of clinical incidents recorded by Investigations per, Enquiries per, Investigations per written complaints to Enquiries per complaints to Investigations fully or partly upheld by PHSO Enquiries accepted for investigation by PHSO Enquiries received by PHSO Complaints made to Plymouth Hospitals NHS East and North Hertfordshire NHS Southend University Hospital NHS Foundation Imperial College Healthcare NHS Oxford University Hospitals NHS East Kent Hospitals University NHS Table 7: s with a similar number of complaints source: PHSO TB. PHSO Complaints report Page of 9

22 TB. Enquiries received for s with similar numbers of complaints 7 s with similar numbers of complaints Chart 9: Enquiries received for s with similar numbers of complaints Chart : s with similar numbers of complaints Enquiries accepted for investigation for s with similar numbers of complaints 7 Investigations fully or partly upheld for s with similar numbers of complaints 9 7 Chart : Enquiries for investigation for s with similar numbers of complaints Chart : Investigations fully or partly upheld for s with similar numbers of complaints TB. PHSO Complaints report Page of 9

23 Enquiries per complaints for s with similar numbers of complaints Investigations per written complaints to s with similar numbers of complaints TB.. Chart : Enquiries per complaints for s with similar numbers of complaints Chart : Investigations per written complaints to s with similar numbers of complaints Enquiries per, clinical incidents for s with similar numbers of complaints Investigations per, clinical incidents for s with similar numbers of complaints Chart : Enquiries per, clinical incidents for s with similar numbers of complaints Chart : Investigations per, clinical incidents for s with similar numbers of complaints TB. PHSO Complaints report Page of 9

24 TB. Appendix : s with the same level of clinical activity as OUH (The range is between 7 and 999) Total number of recorded by Investigations per, clinical incidents Enquiries per, Investigations per written complaints to Enquiries per complaints to Investigations fully or partly upheld by PHSO Enquiries accepted for investigation by PHSO Enquiries received by PHSO Complaints made to King's College Hospital NHS Pennine Acute Hospitals NHS East Kent Hospitals University NHS Leeds Teaching Hospitals NHS Imperial College Healthcare NHS Oxford University Hospitals NHS Central Manchester University Hospitals NHS Table : s with the same level of clinical activity as OUH source: PHSO TB. PHSO Complaints report Page of 9

25 Total number of clinical episodes recorded by (in thousands, to nearest) Number of complaints to s with similar activity levels TB Chart 7: Total Number of clinical episodes recorded by (in thousands, to nearest) Chart : Number of complaints to s with similar activity levels Enquiries received for s with similar activity levels 7 7 Enquiries accepted for investigation for s with similar activity levels 7 Chart 9: Enquiries received for s with similar activity levels Chart : Enquiries accepted for investigation for s with similar activity levels TB. PHSO Complaints report Page of 9

26 Investigations fully or partly upheld for s with similar activity levels Enquiries per complaints for s with similar activity levels TB... Chart : Investigations fully or partly upheld for s with similar activity levels Chart : Enquiries per complaints for s with similar activity levels Investigations per written complaints to s with similar activity levels Enquiries per, clinical incidents for s with similar activity levels Chart : Investigations per written complaints to s with similar activity levels Chart : Enquiries per, clinical incidents for s with similar activity levels TB. PHSO Complaints report Page of 9

27 TB. Investigations per, for s with similar activity levels 9 7 Oxford University Hospitals NHS Leeds Teaching Hospitals NHS Imperial College Healthcare NHS Central Manchester University Hospitals NHS Foundation King's College Hospital NHS Chart : Investigations per, clinical incidents for s with similar activity levels TB. PHSO Complaints report Page 7 of 9

28 TB. Appendix 9: Activity undertaken by the in response to the PHSO s questions PHSO question Why are some s more successful than others at resolving complaints locally? What can account for the -fold variation in how s handle complaints? Activity undertaken by the.. OUH s complaints algorithm has been completed and presented at the Management Executive (TME) and will be launched at the Chief Nurses Grand Round in February. This will be embedded throughout the using the Model for Improvement approach.. Complaints investigation and resolution training by Bond Solon LLP for members of staff during January and February.. OUH reports on the number of reopened complaints each month. The Board Quality Report includes the trend of reopened complaints from May to November.. The Patient Experience Team have produced a wide level dashboard. This details all the patient experience information including Friends and Family Test (FFT), complaints, PALS and compliments. This is supported by a narrative. The team has also developed a divisional based patient experience report. It is envisaged that this report will be produced on a quarterly basis and facilitate a more productive analysis of patient experience at the divisional governance groups and the quarterly divisional performance reviews. This style of report will be presented to the Executive Directors, TME and to Quality Committee in February.. OUH is developing an electronic FFT methodology and this will be piloted across Outpatients, Day Case and either the Emergency Department or Maternity Services. This methodology yields a higher response rate with real time electronic reporting; thus enabling ward and department teams to review their patient experience feedback within a very short timescale. This enables team leaders to rectify and resolve concerns early on. This approach will not eradicate complaints but does give teams a more timely gauge of patient and carer experience.. The complaints team are reviewing the complaints subject codes in conjunction with the Organisational Development Team. This work will also include a complaints coding using the values. It is envisaged the new coding will be distributed for consultation on the December.. OUH has benchmarked the complaints algorithm and complaints codes against the Shelford group and other national acute s. This has enabled the to learn from best practice.. OUH is a member of the National Complaints Network which shares good practice.. OUH has joined the National Complaints Benchmark Satisfaction Survey. This is administered by the Patients Association and the national benchmarking team. Feedback from patients indicates that they are reluctant to give their views to the regarding the coordination and resolution of their complaint and prefer to give their views to an independent organisation. TB. PHSO Complaints report Page of 9

29 TB. PHSO question Why are some s times more likely to have their complaints investigated by [the PHSO] than others, even after accounting for their activity levels? And why are communication, diagnosis, and clinical care and treatment consistently ranked as the top three issues people come to the PHSO to complain about? Activity undertaken by the.. The complaints algorithm, complaints training and PALS escalation and resolution model is designed to resolve concerns complaints early and on the first time of complaint submission. The monitors the number of reopened complaints in an active drive to reduce the number, as this is an indicator of the satisfaction with the complaints investigation and resolution process.. The reasons for complaints to the echo those of the PHSO s findings. There are two important factors in reducing the number of complaints highlighted by the PHSO. a. Accurate recording which facilitates the and divisions to analyse the reasons for their complaints. As discussed above, the is reviewing and updating the complaints codes. This includes the inclusion of the s six values. b. The development of programmes to reduce the complaints of this nature. One element of this is the Compassionate Care Programme. This has seven elements, some of which have already been described; The bespoke Compassionate Care course developed by the s Values into Action Project Manager with VBA consulting. The methodology used is train the trainer, to ensure sustainability. This will augment and complement the Values Based Interviewing and Values Based Conversations projects. The externally delivered customer care training for Outpatients staff utilising the s outpatients standards. Complaints Investigator Training to deliver a patient centred complaints service. Complaints satisfaction surveys and national benchmarking with NHS s in conjunction with NHS Benchmarking and the Patients Association Chief Nurse s Complaints Review: This has incorporated the development of a comprehensive algorithm to guide the organisation in the coordination, administration, investigation and learning from complaints. It incorporates key learning from the Francis Enquiry and Berwick Report: Development of a DVD/video on customer care and the s values. Table 9: The work undertaken by the to answer the questions posed by the PHSO s TB. PHSO Complaints report Page 9 of 9