Latest bespoke reports summarising data received for 2015/16 have been published to participants.
The latest report published to participants shows the results received by 25 organisations and 1578 complainants for the period 1st April 2015 –31st March 2016.
The survey findings highlight areas for potential improvement in the NHS complaints process. Such as:
- A need to keep in mind the differing perceptions of patients/ carers especially when communicating their final response. A high number of complainants felt that either their complaint was still ongoing, even though the organisation deemed it closed, or that the final response received was unsatisfactory.
- A need for better staff training on supporting patients, or carers of patients, when they are making a complaint. Keeping complainants informed about timescales and progress of their complaint would improve complainant experience.
Participation in this survey allows an organisation to assess how their complainants rate the complaints process and identify potential areas for development.
Participating organisations receive;
- Monthly survey results online
- Benchmarked reports issued quarterly and annually.