Agenda item

To consider the complaints procedure and process, complaints data and actions taken following complaints for a number of organisations involved in the provision of health services.

There is a short covering report to introduce the following reports:-  

Appendix D

(Page 25)

1)    UNIVERSITY HOSPITALS OF LEICESTER NHS TRUST (UHL)

Appendix E

(Page 27)

2)    LEICESTERSHIRE PARTNERSHIP NHS TRUST (LPT)

Appendix F

(Page 35)

3)    LEICESTER CITY CLININCAL COMMISSIONING GROUP (CCG)

Appendix G

(Page 41)

4)    EAST MIDLANDS AMBULANCE SERVICE (EMAS)

Appendix H

(Page 51)

5)    LEICESTER CITY COUNCIL

Appendix I

(Page 59)

Representatives of the various organisations will be in attendance to give a brief overview of the reports and to answer any Members’ questions.  At present the following have indicated they will be in attendance:-

UHL - John Adler, Chief Executive and Moira Durbridge, Director of Safety and Risk

LPT – Paul Miller, Chief Operating Officer

EMAS – Clare Wade, patient Safety and Experience Manager

The Commission considered the complaints procedure and process, complaints data and actions taken following complaints for the following organisations involved in the provision of health services.

1)    University Hospitals of Leicester NHS Trust (UHL)

2)    Leicestershire Partnership NHS Trust (LPT)

3)    Leicester City Clinical Commissioning Group (CCG)

4)    East Midlands Ambulance Service (EMAS)

5)    Leicester City Council

Representatives of the various organisations below attended the meeting to give a detailed overview of the complaints process contained in the reports and answered Members’ questions. 

UHL - Moira Durbridge, Director of Safety and Risk and Mark Wightman Director of Communications & External Relations

LPT – Paul Miller, Chief Operating Officer and Richard Chester, Head of Patient Experience & Partnerships

EMAS – Clare Wade, Patient Safety and Experience Manager

CCG – Richard Morris, Chief Corporate Affairs Officer

Leicester City Council – Melinda Capewell, Customer Service Development Manager, Jo Tansey, Complaints Manager, Adult Social Care and Jane Boulton, Head of Quality Practice & Service Improvement in Adult Social Care.

During the questioning on the reports the following points were noted:-

·         Both UHL and LPT complaints procedures were subject to statutory procedures and timescales.

·         The CCG were looking to standardise the triage reporting timescales of 10, 25 and 45 days for both the UHL and LPT in future so that better comparisons could made in relation to performance and outcomes. 

·         The CCG had received a small but growing number of complaints which involved a ‘provider’ as the complainant felt that the CCG were more removed and independent.

·         The CCG did not accept complaints about primary care provided by GP’s as these were dealt with by NHS England.  The CCG, however, monitored the level of these complaints and it appeared that the number of complaints received was comparable to the number previously received by the PCTs. 

·         The CCG considered that both UHL and LPT had good complaints processes and responded to complaints in an open and transparent way.

·         UHL received more complaints than LPT but this was inevitable due to their size.

·         All organisations used complaints positively to review services and make improvements, drive improved performance, and used trends analysis to help shape decisions on service changes where appropriate.

·         Compliments were also used to identify good practices and assist with staff morale.

·         Social media and online forums were playing an increased part in providing an opportunity to gain feedback on service delivery.  LPT has also recently provided an ‘app’ for use with Android and Apple technology.

·         The Council were currently reviewing the complaints reporting process and were intending to undertake satisfaction of outcomes surveys with complainants.  

RESOLVED:

1)    that the reports on the complaints procedures and processes of the various organisations be received and noted;

2)    that officers form all organisations be thanked for their participation and responses to Members questions; and

3)    that organisations submit further reports on the analysis of complaints in the future when the Commission’s work programme has been finalised.