2022-23 Annual Complaints Report

6.1 – Learning from Complaints in 2022/23 The Complaints Procedure was initially created to allow Trust’s to recognise when a patient’s care has gone wrong and to use this experience to learn and make improvements to ensure that the care and treatment provided for everyone accessing the service is optimised. Complaints are a valuable source of feedback and a huge opportunity to bring about positive change within the services that we provide. In addition to sharing complaints directly with the staff involved in the care, complaints are also shared at directorate governance meetings, Quality Assurance Committee and Trust Board. The following table highlights some of the positive action that has been initiated as part of the lessons learned from ‘upheld’ formal complaints for this financial year: Issues Actions taken Evidence Patient raised a complaint that the cashiers office at The Christie is permanently closed and it is taking 3 months for travel expenses to be reimbursed. Finance to update Switchboard with correct contact details to ensure patients are passed through to the correct team for travel expenses. Latest contact list for Financial Services sent to Switchboard with instructions on how to contact cashiers office for travel expenses going forward. Patient raised a complaint about the lack of capacity for emotional support from Clinical Nurse Specialist (CNS) in one particular disease group. Increase CNS presence in related clinic to be able to offer increased support to patients. New disease specific CNS employed during 2023. Patient concerned that they received another patient's letter with test results along with letter. Secretary to be reminded of the Patient Identification policy and the importance of checking patient details before sharing information. Process logged as an incident and Secretary re-educated on process.

Patient concerned that there was an abnormality in blood test results that were not acted upon.

Process under review for how clinicians receive blood tests

Process discussed at consultant meeting – clinicians to review all blood tests on the day received and redirect to correct clinician if required. Supplies are now available for all staff on the Unit when/if needed. Reminder sent to the team to ensure appointment cancellations are conveyed to administrative staff so contact can be made with patients promptly.

Patient concerned regarding the provision of equipment to support the care of patients with Nasal Feeding tube. Patient concerned that appointment was cancelled without patient being informed and reception staff were not made aware.

Ensure a supply of pH kits, sterile water and syringes readily available should any patients with additional feeding needs require these while on the unit.

Improve booking-in process to ensure better communication between teams

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