Analysis of Complaints from 01/09/2008 to 31/01/2009

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1 The data used in this analysis is sourced from DATIX as used by WAST Complaints and Litigation department, with corroborating data from Cleric. In total there were 75 complaints ranging from Very Low to High as follows, with the majority of the complaints being categorised as low risk High Moderate Low Very Low Local adverse publicity, public and staff confidence affected, target failures Needs careful PR, poor reputation in comparison to other Trusts, staff morale affected, poor performance results Moderate risk to the organization Limited risk to the organization if corrective action taken The 3% of High Risk complaints are relating to two patients one T1 (walking) and one C3 (own wheelchair) both of whom waited an excessively long time for transport. Of the 75 complaints, the majority were T1 mobility

2 68% of the complaints come from patients categorised as T1, and analysis shows customer care, planning, control and resources issues. BREAKDOWN OF COMPLAINTS BY DESCRIPTION AND LESSONS LEARNT Timeliness 87%: Of the 75 complaints 87% relate to timeliness on both inward and outward journeys, with 17% relating to inward, 33% relating to outward, 13% to both inward and outward and a further 24% relates to non arrival of transport at all. 24% of the complaints are down to non-arrival of transport.

3 The balance of 13% is broken down as follows: Attitude of staff 4%: 3 complaints, 2 directed at ACS drivers and 1 at the Call Centre. Booking Line 1%: WAST received one complaint about the booking line Failing LHB Criteria 4%: 3 patients failed to meet the LHB criteria. Information 1%: This complaint relates to the booking of transport for a patient which was incorrect. Patient Care 3%: 2 complaints, 1 patient refused an escort and 1 ACS driver mislaid belongings

4 BY CONTROL/CUSTOMER SERVICE DESK GLAN CLWYD The majority of the complaints through Glan Clwyd are timeliness issues with 97% being attributed to lateness and non-arrival of transport. With 3% of all complaints being information related. 63% of all complaints relate to T1 mobility patients. C3 and C5 make up 20% of the complaints. C2 at 14% and C6 at 3% make up the balance of complaints by mobility.

5 BY CONTROL/CUSTOMER SERVICE DESK YSBYTY GWYNEDD BANGOR The majority of the complaints through Ysbyty Gwynedd are timeliness issues with 86% being attributed to lateness and non-arrival of transport. With 7% of all complaints relating to staff attitude and the final 7% relating to patient care. 75% of all complaints relate to T1 mobility patients. C3 complaints make up 3% of the complaints. The remainder of the complaints by mobility are categorised as C2 at 11%, C4 at 7% and C6 at 4%.

6 BY CONTROL/CUSTOMER SERVICE DESK WREXHAM MAELOR The majority of the complaints through Wrexham Maelor are timeliness issues with 70% being attributed to lateness and non-arrival of transport. With 10% of all complaints relating to staff attitude, 10% relating to the booking line and the final 10% relating to Criteria. 60% of all complaints relate to T1 mobility patients. C1 and C3 complaints which make up 20% of the complaints. The remainder of patients categorised by mobility are C2 at 20%.

7 Having analysed the complaints by Control/Customer Care desk the breakdown is as follows: SUMMARY Timeliness is the major complaint factor in all 3 areas The majority of complainants in each area is T1 mobility Complaints logged as High Risk are patients wih excessive waiting times for transport Non arrival of transport is almost a quarter of all complaints Patients waiting for transport home in excess of the 60 minutes is almost one third of all complaints 87% of all complaints can be attributed to Planning and Day Control practice The risk to the organisation is 93% moderate to low. Needs careful PR, poor reputation in comparison to other Trusts, staff morale affected, poor performance results, moderate risk to the organization.

8 Analysis of Complaints from 01/09/2008 to 31/01/2009