Report into Complaints Handling at West Herts Hospital Trust 2018
Background
The qualitative review was requested by West Herts Hospital Trust (WHHT). It aimed to identify good practice as well as improvements within response letters, as well as identify any differences across divisions/departments.
WHHT supplied 20 complaints and final response letters for HwH to assess. The complaint responses covered the period of 1/1/2017 to 30/9/2017 and incorporated complaints from every division.
What We Did
The review focused on the final response letter element of the complaints process, and looked solely at the information contained within this letter and the original complainant letter. The review could not comment on other elements of the complaints process such as whether:
- The complaint was acknowledged within 3 days
- The complainant was kept up to date with timescales and plans
- The decision was just
- The complainant was satisfied with the final response.
Healthwatch Hertfordshire’s Quality and Improvement Sub Committee (QISC), each scored the response letters individually then subsequently agreed the scores as a group.
What We Found
Examples of good practice included:
- All letters signed by the CEO or Deputy CEO.
- Tone and formality matched the original complaint letter.
- Responses and reasons for decisions were clear and easy to understand.
- Specialist terminology was explained.
- Letters contained a response to each specific issue raised by complainant & was clear with the complainant if a firm conclusion could not be drawn.
- Letters offered the complainant appropriate remedies & the complainant the opportunity to discuss the outcome.
- Provided Ombudsman information.
- Provided complaints advocacy information.
Examples of areas which could be improved:
- The Trust’s responses to complaints concerning staff behaviour/attitude compared to processes and systems – tone and honesty & transparency.
- Where complaints are especially complex or serious, the response letters could do more to ensure the letter stays patient centred in its approach.
- The balance between consistency (use of a template) and ensuring the response is personalised.
- Personalising the Summary Statement.
- Learning to be identified and shared with the complainant even when complaints are not upheld.
- Ensuring answers are forthcoming and explanations are appropriately detailed.
- Providing a named contact for the complainant to contact if remained dissatisfied, rather than the general complaints team details. 8. Timeframe – response time and accuracy of recording.
What happened Next
Based on our findings, we made the following recommendations:
- Ensure answers are forthcoming, explanations are appropriately detailed and acknowledgment of responsibility is offered where appropriate, especially in cases where the complaint or part of the complaint is about staff behaviour/attitude and in instances where complaints handling could be improved.
- To expand the summary statement at the beginning of each response letter, so that it is more personalised and detailed. Ensure the summary statement, at the very least, references the date of the complaint letter, the nature of the complaint and the department/service the complaint concerns.
- To ensure template letters and statements are personalised and align with response generally.
- Ensure where complaints are especially complex or serious, the response letters stay patient centred in their approach.
- To consider identifying and sharing learning with the complainants even when complaints are not upheld.
- To provide complainants with a named person to discuss the outcome of their complaint.
- Continue to improve the timeframe for final response letters as well as accuracy of records.
WHHT's response to each of these recommendations can be found in our report below.
I would like to take this opportunity to thank the Healthwatch panel for working in partnership with the Trust to improve our approach in the handling of complaints. Your comprehensive and detailed qualitative review has provided the Trust with valuable feedback into how we manage our complaints and where there has been improvement. Going forward, we will be using your recommendations to improve the quality of our responses, ensuring that the patient remains at the centre of the investigation and response.
Read the full report and responses to our recommendations here
If you require this report in another format, please get in touch.
