2022-23 Annual Complaints Report

1.1 - Introduction

The Christie NHS Foundation Trust values the importance of both positive and negative feedback from patients, carers and families and have continued to use this feedback as an effective measure of our patient experience, as well as an opportunity to learn from and bring about change within the services that we provide. We recognise it is important that there is an effective complaints system in place which enables health organisations to learn from complaints in order to improve patient experience. The NHS Complaints Regulations sets out a complaints process with two stages: local resolution (carried out by the NHS body) and, if the complainant remains dissatisfied, referral to the Parliamentary and Health Service Ombudsman. Our complaints process is patient focused and driven, with a great emphasis on personal contact with the complainant to aid resolution and ensure regulatory timescales are adhered to. This report aims to provide the reader with an overview of the complaints received in 2022/23, and also highlights the learning and changes made throughout the year, which we hope will have a positive impact on our patients journey.

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