STRENGTH IN NUMBERS

Strength in Numbers dedicated to my late mother Kay

Over 350 complaints made about care at Black County hospital

The complaints to Walsall Manor chief executive Richard Kirby were made during the 2014/15 financial year.

The main causes were clinical care, assessment and treatment, waiting time and discharge arrangement. The annual report from Walsall Healthcare NHS Trust has shown there were 380 written complaints direct to the chief executive. Health chiefs say they aim to respond within 30 days and have already made some changes. These include more staff working in the outpatient booking office, extra clinics and working in partnership with social services.

The annual report said: “In 2014/15 we responded to 60.4 per cent of complainants within 30 working days. Since November 2014, the average number of complaints responded to within 30 working days has improved significantly to 86.2 per cent. “We will be working to improve the response rate still further over the next 12 months. “We have fully embraced the parliamentary and health service ombudsman’s vision for ‘good; complaint handling which was published in November 2014 following widespread consultation with patients and social care users. “Our complaints handling process is quality assured to ensure the complainant has the opportunity to be engaged in the complaint process from the beginning, and is fully informed of any lessons learned and changes made as a result of an investigation.”

Article by The Express and Star

 

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Filed under: Hospital, NHS, ,

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