Trust Board papers November 2012 - Barking Havering and ...
Trust Board papers November 2012 - Barking Havering and ...
Trust Board papers November 2012 - Barking Havering and ...
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Category<br />
Number of Complaints<br />
Wait - for out-patient appointment 11<br />
Care general - patient event 8<br />
Care procedure - other 1<br />
Care process - attendance etc 2<br />
Care process - in department 2<br />
Facilities/equipment - maintenance 1<br />
Safety - other, accident 1<br />
Wait - for in-patient admission 5<br />
Total 369<br />
Women & Children<br />
Category<br />
Number of Complaints<br />
Communication 14<br />
Care general - treatment 26<br />
Communication - staff attitude 12<br />
Care general - diagnosis 26<br />
Care process - cross department 1<br />
Care general - nurse/midwife 136<br />
Communication - privacy/dignity/discrimination 5<br />
Care procedure - medication 1<br />
Care procedure - documentation 3<br />
Care general - patient event 2<br />
Care process - in department 1<br />
Safety - other, accident 1<br />
Total 228<br />
3.6 Reactivated Complaints<br />
During the year the <strong>Trust</strong> received 75 new requests from complainants to re-open their<br />
complaint.<br />
By Directorates these were:<br />
Directorates<br />
Specialist Medicine 9<br />
Medical 36<br />
Surgical 13<br />
Women <strong>and</strong> Children 15<br />
Corporate non-clinical 2<br />
No of Reactivated<br />
The majority of reactivated complaints related to complex medical cases where the<br />
complainant was seeking further clarification of the response or where they did not agree<br />
with the <strong>Trust</strong>’s response. A number of complaints were reactivated as following a written<br />
response the complainant had requested financial recompense.<br />
Where complaints were reactivated, complainants were offered a further written response<br />
or the opportunity to have a local resolution meeting with relevant <strong>Trust</strong> representatives in<br />
9