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Complaint Handling
Sherelle Folkes made this Freedom of Information request to Central and North West London NHS Foundation Trust

The request was successful.

From: Sherelle Folkes

10 March 2014

Dear Central and North West London NHS Foundation Trust,

1. How are complaints, compliments and feedback handled at the
Trust? This data might be obtained by means such as email, phone,
letter, piece of paper in a hospital reception etc. etc. Is there a
central place where this data is collated?

2. Does your Trust employ dedicated staff for this purpose? If so
how many?

3. Is this data handled on site or is it subcontracted/held-off
site?

4. Are complaints and feedback collated and then reported to
authorised people, such as the Trusts board or senior managers?
5. Who is in charge of complaints and feedback, if anyone?
6. Is there a standard procedure to follow if complaints and
feedback data is obtained?

7. What are the operational costs to the Trust for complaints and
feedback, excluding redress (staff costs, computer and software
costs, storage costs, legal costs, search costs, report compilation
costs, maintenance and any other considerations)?

8. Could you please supply your most recent annual complaint volume
figures and the preceding 3 year volumes please?

9. Do you capture and measure concern data separately?

Yours faithfully,

Sherelle Folkes

Link to this
From: cnwl FreedomofInformation (CENTRAL AND NORTH WEST LONDON NHS FOUNDATION TRUST)
Central and North West London NHS Foundation Trust

10 March 2014

I am on leave.

I will reply to your e-mail when I return on Tuesday.

Kind regards

Nigel Heness

Nigel D Heness

FoI and Data Protection Officer

Tel: 020 3214 5852 Email: [1][email address] Web: [2]www.cnwl.nhs.uk

Central and North West London NHS Foundation Trust

Information Governance

Trust Headquarters, 1st Floor Stephenson House, 75 Hampstead Road, London
NW1 2PL

Central and North West London NHS Foundation Trust (CNWL) is one of the
largest non-acute trusts in the UK, caring for people with a wide range of
physical and mental health needs. We have approximately 7,000 staff who
provide healthcare to a third of London’s population and across wider
geographical areas, including Milton Keynes, Kent and Surrey.

As a Foundation Trust we involve service users, carers, the public, staff
and partner organisations in the way that we are run and our future
development. If you are interested in becoming a member of our Foundation
Trust please visit: [3]www.cnwl.nhs.uk/get-involved

[4]http://www.foiman.com/foiguide1

Freedom of Information Requests received before 15:30 will normally be
dealt with on the day of receipt. Requests received after 15:30 will
normally be acknowledged in the morning of the following day that I am
working.

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References

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4. http://www.foiman.com/foiguide1

Link to this
From: Heness Nigel (CENTRAL AND NORTH WEST LONDON NHS FOUNDATION TRUST)
Central and North West London NHS Foundation Trust

11 March 2014

Dear Ms Folkes,

Due to the amount of FoI requests we are receiving this year (around 80%
increase at present), please accept this as confirmation of receipt of
your below request. We will endeavour to provide a response within 20
working days, should there be any problems we will keep you updated.

Please contact me if you have any questions, quoting the above reference.

Thank you and kind regards,

Nigel D Heness
FoI and Data Protection Officer
Tel: 020 3214 5852 Email: [1]nigel.heness@nhs.net Web: [2]www.cnwl.nhs.uk

Central and North West London NHS Foundation Trust
Trust Headquarters, 1st Floor Stephenson House, 75 Hampstead Road,
London NW1 2PL

Central and North West London NHS Foundation Trust (CNWL) is one of the
largest trusts in the UK, caring for people with a wide range of physical
and mental health needs. We have approximately 7,000 staff who provide
healthcare to a third of London’s population and across wider geographical
areas, including Milton Keynes, Kent, Surrey and Hampshire.

As a Foundation Trust we involve service users, carers, the public, staff
and partner organisations in the way that we are run and our future
development. If you are interested in becoming a member of our Foundation
Trust please visit: [3]www.cnwl.nhs.uk/get-involved

________________________________________
From: cnwl FreedomofInformation (CENTRAL AND NORTH WEST LONDON NHS
FOUNDATION TRUST)
Sent: 11 March 2014 11:30
To: Heness Nigel (CENTRAL AND NORTH WEST LONDON NHS FOUNDATION TRUST)
Subject: 14 FOI 062 Freedom of Information request – Complaint Handling

________________________________________
From: Sherelle Folkes [[FOI #201241 email]]
Sent: 10 March 2014 12:27
To: cnwl FreedomofInformation (CENTRAL AND NORTH WEST LONDON NHS
FOUNDATION TRUST)
Subject: Freedom of Information request – Complaint Handling

Dear Central and North West London NHS Foundation Trust,

1. How are complaints, compliments and feedback handled at the Trust?
This data might be obtained by means such as email, phone, letter, piece
of paper in a hospital reception etc. etc. Is there a central place where
this data is collated?

2. Does your Trust employ dedicated staff for this purpose? If so how
many?

3. Is this data handled on site or is it subcontracted/held-off site?

4. Are complaints and feedback collated and then reported to authorised
people, such as the Trusts board or senior managers?
5. Who is in charge of complaints and feedback, if anyone?
6. Is there a standard procedure to follow if complaints and feedback data
is obtained?

7. What are the operational costs to the Trust for complaints and
feedback, excluding redress (staff costs, computer and software costs,
storage costs, legal costs, search costs, report compilation costs,
maintenance and any other considerations)?

8. Could you please supply your most recent annual complaint volume
figures and the preceding 3 year volumes please?

9. Do you capture and measure concern data separately?

Yours faithfully,

Sherelle Folkes

——————————————————————-

Please use this email address for all replies to this request:
[FOI #201241 email]

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Link to this
From: Heness Nigel (CENTRAL AND NORTH WEST LONDON NHS FOUNDATION TRUST)
Central and North West London NHS Foundation Trust

8 April 2014

Attachment 14 FOI 062 Response.docx
75K Download View as HTML

Dear Sherelle,

Please find attached our formal response to your request reference 14 FOI
062 under the Freedom of Information Act 2000.

Kind regards,

Nigel Heness

Nigel D Heness

FoI and Data Protection Officer

Tel: 020 3214 5852 Email: [1][email address] Web: [2]www.cnwl.nhs.uk

Central and North West London NHS Foundation Trust

Information Governance

Trust Headquarters, 1st Floor Stephenson House, 75 Hampstead Road,
London NW1 2PL

Central and North West London NHS Foundation Trust (CNWL) is one of the
largest non-acute trusts in the UK, caring for people with a wide range of
physical and mental health needs. We have approximately 7,000 staff who
provide healthcare to a third of London’s population and across wider
geographical areas, including Milton Keynes, Kent, Surrey and Hampshire.

As a Foundation Trust we involve service users, carers, the public, staff
and partner organisations in the way that we are run and our future
development. If you are interested in becoming a member of our Foundation
Trust please visit: [3]www.cnwl.nhs.uk/get-involved

show quoted sections

References

Visible links
1. mailto:[email address]
2. http://www.cnwl.nhs.uk/
3. http://www.cnwl.nhs.uk/get-involved

Link to this

Sherelle Folkes

request-201241-8826ccd1@whatdotheyknow.com

Ref: 14 FOI 062

7^th April 2014

Dear Ms Folkes,

I am writing to confirm that the Central and North West London NHS Foundation Trust (CNWL) has now completed its search for the information that you requested on the 10^th of March 2014.

 

1. How are complaints compliments and feedback handled at the Trust? This data might be obtained by means such as email, phone, letter, piece of paper in a hospital reception etc. etc.  Is there a central place where this data is collated?

CNWL has a Complaints Policy and a Patient Advice and Liaison Service Policy which governs the way in which CNWL receives various means of service user/carer feedback.

 

The Trust has dedicated telephone numbers and contacts via e-mail and postal mail for all of the services that it provides. Individual services also use paper-based feedback forms. Data from each locality is collated in a central database. Complaints are allocated for local investigation within the standard 25 working day performance indicator. Patient Advice and Liaison Service (PALS) Liaison Officers are available in all services.

 

2. Does your Trust employ dedicated staff for this purpose? If so how many?

CNWL employs dedicated staff to handle complaints and PALS enquiries. These staff are based in different locations across the Trust. There are eight staff totalling 5.1 whole time equivalents.

3. Is this data handled on site or is it subcontracted/held-off site?

Complaints handling data is stored in a dedicated database, which is held on-site.

4. Are complaints and feedback collated and then reported to authorised people, such as the Trusts board or senior managers?

The Trust Board receives quarterly reports on complaints and feedback, which includes both quantitative (activity) data and qualitative data (patient experience/satisfaction surveys). The Trust publishes an annual Complaints Report which is considered by the Board of Directors.

 

Senior Managers (Executive Directors and Service Managers) receive monthly reports on complaints and other service user/carer feedback.

5. 
   Who is in charge of complaints and feedback, if anyone?

The Associate Director, Corporate Governance is directly responsible for the handling of complaints and feedback, who reports to the Executive Director of Nursing and the CNWL Executive Board.

6. 
   Is there a standard procedure to follow if complaints and feedback data is obtained?

Yes, there are standardised procedures to follow across the Trust. The CNWL Complaints Policy sets out responsibilities for each level of staff in the handling of complaints. The CNWL Patient Advise and Liaison Service Policy also sets out responsibilities for staff in handling PALS related feedback.

7. What are the operational costs to the Trust for complaints and feedback, excluding redress (staff costs, computer and software costs, storage costs, legal costs, search costs, report compilation costs, maintenance and any other considerations)?   The budgeted direct cost of our complaints and PALS teams is £218k. Other costs listed would be considered overheads and are not directly apportioned to the complaints team, e.g. maintenance and storage. This does also not include legal fees as they are considered corporate governance and we do not analyse separately their source to isolate if they are related to an initial complaint.

8. Could you please supply your most recent annual complaint volume figures and the preceding 3 year volumes please?
   2013/2014 – 537 – Please note that this figure includes Milton Keynes Community Health which joined CNWL in April 2013.

2012/2013 – 331

2011/2012 – 306

2010/2011 – 238

9. Do you capture and measure concern data separately? Yes, Service User and Carer concerns are recorded separately to complaints and PALS data, for example, we have exemplary practice in capturing patient concerns in our Sexual Health Services.

You have sought access to the information by means of email, and I consider this an appropriate form of access in this case. Accordingly, the information that we hold is listed or attached above.

If you have any queries about this letter, please contact me. Please remember to quote the reference number above in any future communications relating to this request.

The information supplied to you continues to be protected by the Copyright, Designs and Patents Act 1988. You are free to use it for your own purposes, including any noncommercial research you are doing and for the purposes of news reporting. Any other reuse, for example commercial publication, would require the permission of the copyright holder.

This concludes your request under the Freedom of Information Act 2000. If you are dissatisfied with the outcome of your request please contact the Trust Head of Information Governance (Dr Araripe Garboggini) at the above address or via email at agarboggini@nhs.net

If you are still unsatisfied, you may apply directly to the Information Commissioner for a decision. The Information Commissioner is the statutory regulator for the Freedom of Information Act. Generally, the ICO cannot make a decision unless you have exhausted the procedures provided by the Trust. The Information Commissioner can be contacted at: The Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

Yours sincerely

Nigel Heness

nigel.heness@nhs.net

Freedom of Information and Data Protection Officer