Complaints Report for Planned Care, Urgent Care, and
Diagnostics and Pharmacy for August 2015
1. OVERVIEW
During August 2015 the Trust investigated 20 new complaints (5 less than in July
2015). 11 were related to the Urgent Care Division, 7 related to the Planned Care
Division and 2 cases related to the Diagnostics and Pharmacy Division.
Table 1 below highlights the number of complaints investigated by the Trust each
month since April 2014.
Table 1
2. COMPLAINTS BY PROFESSION
Table 2 below highlights the number of complaints investigated in August 2015 by
profession.
Table 2 – Complaints Breakdown by Profession, August 2015
Division
Planned Care (7)
Urgent Care (11)
Diagnostics &
Pharmacy (2)
Total
Profession
Clinical
Nursing
Clinical and Nursing
Management and Admin
Scientific, technical and professional
Clinical
Nursing
Clinical and Nursing
Management and Admin
Scientific, technical and professional
Other (non-Trust)
Clinical
Number
4
1
0
2
0
5
2
3
0
0
1
2
20
3. COMPLAINTS BY SPECIALITY
Table 3 below highlights the number of complaints investigated in August 2015 by
speciality.
Table 3 – Complaints Breakdown by Speciality, August 2015
Division
Planned Care (7)
Urgent Care (11)
Diagnostics &
Pharmacy (2)
Total
Speciality
General Surgery
Obstetrics
Plastic Surgery
Orthopaedic Surgery
Vascular Surgery
Cardiology
Care of the Elderly
Emergency Medicine
Gastroenterology
Acute Medicine
Paediatrics
Stroke
Radiology
Number
2
1
1
1
2
1
2
3
1
1
1
2
2
20
In 2013/14 Planned Care, Urgent Care, and Diagnostics and Pharmacy investigated
220 new complaints (out of a total number of 228 new complaints investigated).
In 2014/15 Planned Care, Urgent Care, and Diagnostics and Pharmacy investigated
a total of 264 new complaints (out of a total number of 266 new complaints
investigated). The 266 complaints investigated in 2014/15 represents an increase of
38 new complaints (14%) in comparison to 2013/14.
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In 2015/16 to date, Planned Care, Urgent Care, and Diagnostics and Pharmacy
investigated a total of 94 new complaints (out of a total number of 98 new complaints
investigated to date).
A breakdown of the numbers of complaints investigated can be found in Table 4
below.
Table 4 – Complaints Breakdown by Speciality, 2013/14 and 2014/15 (YTD)
Division
Speciality
Planned Care
Breast
ENT
Fertility
General Surgery
Gynaecology
Obstetrics
Ophthalmology
Orthodontics
Pain Management
Plastic Surgery
Trauma & Orthopaedics
Urology
Vascular Surgery
Emergency Medicine
Care of the Elderly
Acute Medicine
Paediatrics
Gastroenterology
Cardiology
Dermatology
General Medicine
Respiratory Medicine
Renal Medicine
Rheumatology
Therapies
Stroke
Diabetes/Endocrinology
Pharmacy
Radiology
Urgent Care
Diagnostics
and
Pharmacy
Total
2013/14
2014/15
2
7
1
34
9
24
10
3
2
4
19
10
7
36
16
2
10
4
1
0
8
7
0
0
1
0
0
0
3
5
8
1
34
16
20
6
2
1
2
22
13
19
26
22
13
11
10
10
0
5
8
0
2
2
0
0
1
5
2015/16
(YTD)
1
4
0
11
4
3
2
1
1
4
8
6
5
14
5
2
4
3
2
1
1
1
1
2
0
5
2
0
1
220
264
94
4. COMPLAINTS CATEGORIES & TRENDS
Table 5 below highlights the key themes identified:
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Table 5 – Overview of the Patient Theme by Location in August 2015
Division
Trend
Location
Clinical Treatment (4)
Planned Care (7)
Delay in Treatment (2)
Discharge/Transfer
Arrangements (1)
Clinical Treatment (7)
Urgent Care (11)
Diagnostics &
Pharmacy (2)
Total
Record Keeping (1)
Delay in OP appointment
(1)
Discharge/Transfer
Arrangements (1)
Staff Attitude (1)
Clinical Treatment (2)
Number
Ward 41
Ward 54
Orthopaedic OPD
Central Labour Suite
Admissions Dept (2)
1
1
1
1
2
Ward 54
1
CRV Department
Ward 33
Ward 34
ED
Ward 49
Office
Office
1
1
1
3
1
1
1
Ward 33
1
Endoscopy Unit
Interventional Radiology
1
2
20
For further information about these cases, please see Appendix 1.
5. PARLIAMENTARY & HEALTH SERVICE OMBUDSMAN INVESTIGATIONS
1 new investigation was accepted for investigation by the Ombudsman in August.
This case related to an ED patient who was unhappy at being discharged rather than
being admitted to hospital.
The 7 existing PHSO investigations remain ongoing. Table 6 below has further
details of these cases.
Table 6 – PHSO Ongoing Investigations
Division
Planned Care (3)
Urgent Care (4)
Ref. No.
C147/13
C132/13
C126/14
C123/14
C97/14
C64/13
C16/14
C108/14
Speciality
General Surgery
Plastic Surgery
Vascular Surgery
ED
ED
Elderly Care
Diabetes/Endocrinology
Gastroenterology
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6. HOT TOPICS

How can we make things better for patients?
We continue to receive a number of complaints which relate to perceived failures to
follow the appropriate procedures. These include delays in treatment and care, lack
of documentation, and poor communication. Previous concerns have included
patients who have been lost to follow up, and incorrectly listed for day case surgery.
Consideration needs to be given by the Divisions as to what action needs to be
taken to prevent these types of complaints from occurring.

Delayed Responses
In August 90% of responses were sent out on time (up from 82% in July). This
welcome improvement is due to a reduction in the backlog of complaints and
improved responsiveness in obtaining clinical statements or clinical approval to
release the draft response.
However, we still continue to experience a delay in receiving responses from all staff
groups, and in approving responses for sign off.

Requests for Meetings
A number of meetings have been held in August. However the number of new
requests for meetings remains high and continues to impact on the workload for the
Complaints and PALS Department and also for individual members of clinical,
nursing and management staff. In order to speed up responses, the Trust is
recording meetings (subject to the approval of the relevant staff and the
complainant). Following the meeting, the complainants will be provided with a record
of the meeting on CD. This will cut down on the typing up of lengthy notes and
reduce the length of time complainants have to wait to receive this information.

Ombudsman Investigations
The Head of Complaints and PALS attended a regional complaints meeting at
Arrowe Park Hospital in July where a presentation from the Ombudsman was
received.
It was confirmed that the Ombudsman is increasing the number of investigations
from 300-400 p.a. to 4000 p.a. It was also confirmed that the Ombudsman had
changed its criteria for investigating new complaints; they now look to investigate
complaints unless there is a significant reason why they should not investigate a
complaint. This change has led to a significant increase in the number of cases
being accepted for investigation, although conversely it has led to a drop in the
number of complaints being upheld. It is likely that we will continue to see an
increase in the number of Ombudsman enquires and investigations in the coming
months.
The Ombudsman is keen to improve communication with Trusts and the
Ombudsman will be visiting the Trust later in the year to discuss their criteria for
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accepting cases for investigation, as well as to see how we can improve the quality
and timeliness of our own investigations.

Accuracy of Responses
It is vital that complaints responses are factually correct. Otherwise this damages
the integrity of our investigation as well as the reputation of the Trust if the
complainant subsequently puts their complaint to the PHSO. An increasing number
of complaints are being successfully challenged by complainants and further
investigation of these cases has shown that the information previously provided by
staff is often incorrect or incomplete. It is the responsibility of individual members of
staff to ensure that the information they provide is factually correct.

Action Plans
When the Trust has identified shortcomings in the service provided, an action plan
must be completed and returned promptly confirming the action being taken to
address the concerns, and a deadline for completion. Action plans must be returned
and completed by the agreed deadline and Divisions are reminded of the need to
complete any actions identified by audits.
Geraint Jones
Head of Complaints and PALS
30 September 2015
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