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How we use complaints to improve patient experience and safety

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This page explains how the Trust uses complaints to make patient experience better and improve safety. It also contains information about the number of complaints and the outcomes of each.

How we use complaints to improve patient experience and safety

Following the inquiry into patient care at Mid Staffordshire NHS Foundation Trust, Robert Francis recommended that NHS trusts should publish information about upheld complaints on their website. As part of our commitment to share information and improve learning, we will publish a summary of upheld complaints every quarter on our website.

How we record outcomes and take action

We investigate all complaints and if we identify there is substantive evidence to support the complaint then we will record the outcome as ‘upheld’.

If evidence supports some of the issues raised we will record this as ‘partially upheld’.

Where there is no evidence to support it, the complaint is recorded as ‘not upheld’.

It is the responsibility of the Complaints Department to identify any trends or themes within particular services to see what action can be taken by the trust to prevent the same issues recurring in the future.

If you are looking for years prior to the current year, visit our archive page here.

Q1 (April- June 2019) 56 complaints

Number of complaints upheld: 13

Number of complaints partially upheld: 15

Number of complaints not upheld: 28

Top trends for upheld or partially upheld complaints:

Our top 3 causes for complaints this quarter were in relation to:

  • Patient care
  • Access to treatment
  • Communications

These account for 68% of our complaints

Q2 (July- September 2019) 45 complaints, 2 withdrawn

Number of complaints Upheld: 7

Number of complaints Partially Upheld: 19

Number of complaints Not Upheld: 17

Number of complaints withdrawn: 2

Top Trends for Upheld or Partially Upheld Complaints:

Our top 3 causes for complaints this quarter were in relation to:

  • Patient care
  • Access to treatment
  • Communications

These account for 82% of our complaints

The Royal Liverpool University Hospitals have become part of Liverpool University Hospitals NHS Foundation Trust
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