High Secure Service Broadmoor Hospital Complaints & Compliments December 2015

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1 High Secure Service Broadmoor Hospital Complaints & Compliments December Complaints Raised Summary Of the 18 complaints raised in December 2015 all were acknowledged within 3 working days. One complaint was placed on hold during December due to another on-going investigation (D4/Police) and 1 complaint was withdrawn by the complainant. The graph above shows the trend for complaints raised in High Secure Services over the last 3 years. 1

2 2. Complaints Raised Detail The table below shows the complaint raised by area and category; All aspects of clinical treatment Attitude of staff Failure to follow agreed procedures Ward Canterbury Ward 1 Chepstow Ward Cranfield Ward 1 1 Epsom Ward Folkestone Ward 1 Harrogate Ward 1 Sandhurst Ward 1 Sheffield Ward 1 Grand Total Patients privacy & dignity Patients property & expenses The graph below shows that the most regularly raised categories for complaints over the last 12 months were Attitude of staff, All Aspects of Clinical Treatment, Property & Expenses & Failure to Follow Procedures. 2

3 Jan-15 Feb-15 Mar-15 Apr-15 Category Attitude of staff All aspects of clinical treatment Property & expenses Failure to follow procedures Hotel services Personal records Communication Aids & appliances Privacy & dignity Complaints handling Other Admissions, Discharge, Transfer 1 1 Patients status, discrimination 1 1 Appointments 1 1 Grand Total Of the 18 complaints raised during December 38.89% (7) were raised by the same 2 complainants, 15.54% of raised complaints can also be attributed to the same 2 complainants over the previous 12 months. May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15 Nov-15 Dec-15 Grand Total 3. Complaints Raised by Location Summary The graph and table below details those locations within High Secure Services that have received the most complaints in the previous 12 months. 3

4 Jan-15 Feb-15 Mar-15 Directorate Ward CEF E & F Broadmoor Finance Team Central Management 1 1 Central Walk 1 1 Medical (MI) 1 1 Patients Shop Sports Centre 0 OT (MI) 1 1 Vocational MI Services 1 1 CGS 1 1 PD Medical (PD) Escorts Security Liaison 0 Management 1 1 Security Operational 0 Security Visits 1 1 Ascot Ward Canterbury Ward Chepstow Ward Cranfield Ward Dover Ward Epsom Ward Folkestone Ward Harrogate Ward Kempton Ward Leeds Ward Newmarket Ward 1 1 Sandhurst Ward Sandown Ward Sheffield Ward Social workers Wards Woburn Ward Grand Total It is noted that Chepstow Ward and Harrogate Ward have the highest number of complaints over the course of the last year, with Epsom Ward and Sheffield Ward also having a higher number of complaints than other areas, the clinical teams are aware of the detail of these complaints and their outcomes. Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15 Nov-15 Dec-15 Grand Total 4

5 4. Complaints Raised by Aspect Summary From December 2014 to November 2015 there were a total of 126 complaints raised, of which there were 384 aspects attributed to those complaints (complaints that were withdrawn or closed due to other investigations in this period are not included in this figure): The highest aspect category raised was Attitude of staff (139) of which 5.03% (8) were Upheld, 11.32% (18) were Partially Upheld and the remaining 60.38% (196) were Not Upheld (23.27% remained open at the time of writing this report). 5

6 The table below gives the detail for the percentage graph above; Aspect Type Not Upheld Partially Upheld Remains Open Upheld Grand Total Attitude of staff All aspects of clinical treatment Failure to follow agreed procedures Patients property & expenses Communication Other Complaints handling Patients privacy and dignity Hotel services Aids & appliances Personal records Patients status, discrimination Appointments 3 3 Consent to treatment Admissions, discharge & transfer Code of openness - complaints 1 1 Policy and commercial decisions 1 1 Grand Total Complaints Closed & Recommendations There were 13 complaints closed in December (and 1 closed due to another on-going investigation), of which 0% were upheld, 53.85% were partially upheld and 46.15% of complaints were not upheld in December; There were 2 complaints closed overtime; the reasons for these were; There were further queries raised at sign off. 6

7 The percentage of complaints closed overdue over the course of the year has been 30.70%, which has continued to reduce over the course of the rolling year with proactive management of deadlines via the complaints handlers and the introduction of the RAG rating of open complaints on the Exchange. In October, November, December 13.04% of complaints closed with an agreed extension, this is down 11.96% on previous quarters. All extensions now must be agreed with the Clinical Lead and Executive Director prior to seeking agreement with the complainant. You Said.(9126) The complainant was not satisfied with the visits procedure, particularly security elements and being delayed leaving the hospital impacting on their travel arrangements home. We did The investigator found that the visitor had been delayed leaving the hospital due to a hospital security spot check. An apology was given and a request has been made to the Communications Team to update the visitors pack to highlight that when entering or exiting the hospital there is likelihood from time to time that they will be delayed because of emergency or security procedures or events. You Said.(8569) The complainant was unhappy that his family member was moved wards and their property was not transferred in a timely manner. We did The investigator found that that complainant s family member was moved as an emergency admission to a higher dependency ward and there was a delay in his property reaching him following this admission. Patients Property stores have been reminded regarding the 48 hour guidance for transferred patients, and wards have been asked to look at if when a patient transfers as an emergency whether an overnight bag can be allowed to be taken. It was further requested that the ward were patient is moving from complete an inventory the night before transfer to avoid unnecessary delays. 6. Compliments Ref.No Department Summary of Query 9287 HSS Medical Mother of a former patient wanted to express her thanks to Dr Murray for his contribution to a CPA held at another establishment HSS Medical Xmas card containing thanks 9211 Mgt,Admin, Social workers & Rostering Visiting doctors from Frimley Park Hospital would like to acknowledge and thank the staff conducting the tour the Hospital. Ginny Birrell & Sarah-Jayne Flood - HSS Performance Improvement & Complaints 7