Following the inquiry into patient care at Mid Staffordshire NHS Foundation Trust, Robert Francis recommended that NHS trusts should publish information about upheld complaints on their website. As part of our commitment to share information and improve learning, Mersey Care NHS Trust publishes upheld complaints every month on our website.
Every year the trust receives approximately 500 complaints from service users, relatives and carers in both local and high secure services.
If a complaint is received which relates to one specific issue, and substantive evidence is found to support the allegation made, the complaint is recorded as ‘upheld’.
If a complaint is made regarding more than one issue, and one or more of these issues are upheld, the complaint is recorded as ‘partially upheld’.
Where there is no evidence to support any allegations made, the complaint is recorded as ‘not upheld’.
Sometimes it’s possible to resolve a complaint by arranging a meeting with the complainant and those involved in the care of the service user, for example, the consultant psychiatrist, team leader or service manager. Other times, it’s more appropriate to formally investigate a complaint, after which a response letter is sent to the complainant from the Chief Executive.
It is the responsibility of the Complaints Department to identify any trends or themes within particular services, on certain wards etc., to see what action can be taken by the trust to prevent the same issues recurring in the future.
A service user raised concerns regarding lack of communication between two teams.
Action taken: An apology was provided for the breakdown in communication and an appointment was arranged.
A service user raised concerns regarding being unable to contact his care co-coordinator
Action taken: An apology was provided and an explanation provided to the patient.
A patient raised concerns regarding items of their property that were missing.
Action taken: An apology was provided to the patient and missing items replaced.
A relative raised concerns regarding a number of appointments being cancelled at short notice.
Action taken: An apology was provided and an explanation provided to the family.
Service user raised concerns regarding a number of cancelled therapy sessions.
Action taken: An apology was provided and an explanation provided regarding the cancelled sessions.
A relative raised concerns regarding lack of communication from staff and incorrect documentation.
An apology was provided to the family and manager to discuss in Team meeting regarding communication concerns.
Patient raised concerns regarding an item of property that was missing.
An apology provided to the patient and patient was reimbursed for the item.
A service user raised concerns regarding the delay he had experienced in receiving an appointment for therapy.
An apology was given to the service user and an appointment arranged.