Trust Board papers November 2012 - Barking Havering and ...

3.2 Acknowledgement Time
The Complaints Regulations (2009), state that all complainants should receive an
acknowledgement from the Trust within 3 working days.
During the year, 99.6% of complainants received an acknowledgement within 3 working
days.
3.3 Response Time
During the year the Trust’s target for percentage of complainants receiving a response
within the agreed timescale was 80%. Unfortunately, the Trust did not meet this target.
The chart below outlines the actual monthly percentages achieved:
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
April
May
June
July
August
September
October
November
December
January
February
March
3.4 Outcome
Of the 1096 complaints received and investigated by the Trust, 604 were upheld.
The table below reflects the status of all complaints received during this period. 85% of
complaints received were resolved after a first written response or a first response meeting
with the complainant, even though this may not have been within the agreed timeframe.
Stage
No of Complaints
Open 44
Open - reactivated complaint 32
Closed - no consent 15
Closed after first response/first meeting 930
Closed after additional response/ local resolution
75
meeting
Total 1096
5