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 relative raised concern regarding the closure of one of the Trust’s buildings.
Action: An apology was provided and an explanation given. This closure was due to the building being no longer sustainable for the Trust to deliver care services from.
A patient raised concerns regarding the reduction in rehabilitation services.
Action: An apology was provided to the patient due to the session they wanted to attend was no longer facilitated and informed of all the workshops that were available.
A service user raised concerns regarding an error in their documentation.
Action taken: An apology was provided and concerns shared with senior managers to take forward.
A service user raised concerns due to insufficient staffing levels they could not attend an activity.
Action taken: An apology was given and an explanation provided to the service user.