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

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