Commenting on a report published today by the Parliamentary and Health Service Ombudsman (22 September 2015), regarding complaints made to accute trusts, Chris Perry, Director of Nursing for Weston Area Health NHS Trust said:
“We take an open and transparent approach to complaints and we actively encourage feedback from patients to help us improve the services we provide. From the outset we make sure complainants are notified that they can escalate their complaint to the Parliamentary and Health Service Ombudsman.
Last year, just two out of twenty eight enquires to the Parliamentary and Health Service Ombudsman were upheld, so we believe we are on the right track with our complaint handing process.
“We always attempt to resolve complaints as quickly as possible. The complaints team invites patients and relatives who have concerns to meet with staff to make sure we understand the issue and to make sure the complainant is fully aware of the steps we’re taking to find a resolution.
“Working on our complaint process remains a key priority for us. To that end, we’ve worked with the Patients Association and our own Patients’ Council to complete an independent review of the way we handle complaints, so we can identity how we might make further improvements to our complaint handling process.
“Some key actions from this review have already been implemented, including a revision of our complaints management process and the delivery of training for key staff.”