Quality report 2021-2022

3.1.

Clinical Indicators - Patient Experience

3.1.1 Patient survey Our internal surveys have always shown high scores have been achieved and maintained in patient satisfaction in previous years. Due to the COVID-19 pandemic, the patient satisfaction survey was put on hold. This will re-commence in April 2022.

3.1.2 Complaints The grading system captures complaints into grades 1 – 5 as demonstrated below

Complaints In 2021/22 The Christie received 135 complaints. The chart below shows a comparison of complaints received over previous financial years:

We continue to resolve complaints at source; our clinicians, matrons, ward sisters and charge nurses have a high profile on wards and in clinical departments where they focus on patient experience and ensure continual improvement in care and service delivery on a day-by-day basis. All complaints are reviewed weekly by the executive directors and all new complaints are triaged through an executive review process so that there is a triangulation between incidents, claims and complaints. All issues within a complaint are logged separately so if a complainant raises a number of issues all relating to care and treatment, all of these issues can easily be depicted for lessons learning purposes. 29