The Patient Experience and Complaints Team regularly monitor feedback and complaints, for trends and themes.
During 2018/19, we noticed that there were a number of issues being raised regarding; Continuing Healthcare (CHC), the complaints process, and funding. We analysed the feedback and then drew up a set of actions to address the issues.
You can see an overview of this below and what we have done/plan to do.
|You said, the Continuing Healthcare (CHC) Team do not communicate well and do not involve patients and families with the CHC process.||We did, all CHC staff (clinical and administrative) will undergo training to ensure communication to patients and family members is improved, to avoid any miscommunication and frustration, and to ensure the process is correctly followed.|
|You said, You said, letters and emails received from the Continuing Healthcare (CHC) Team are poor quality.||We did, all template letters have been reviewed to ensure all information is clear, correct and understandable.|
|You said, it was not easy to return the complaints consent form and supporting documentation.||We did, introduced self-addressed envelopes with all complaint acknowledgement letters to make it easier for individuals to return their consent forms.|
|You said, what is the difference between CCG complaints/pals team and a hospitals complaints/pals team? Why is the NHS not more joined up?||We did, We did, the CCG’s patient experience and complaints team arranged to spend a day shadowing a mental health trust’s complaints/pals team sharing best practice. This has been valuable in terms of been able to best signpost enquiries and complainants in resolving concerns in a more timelier manner.|
|You said, the CCG does not recognise the impact it has when funding (IFR) is taken away from a patient when they have received if for a number of year. How can the CCG just stop funding without realising the consequences.||We did, the CCG has put a process in place whereby any individual who has been in receipt of an IFR for a substantive period of time, should the CCG decide to stop the funding then an equality impact assessment will be undertaken.
This means that the CCG will be aware of the health implications this has on the patient and signposting and advice can be offered.