Complaints and Compliments
Facts & Figures
In 2019/2020:
• 4,517 compliments were received
• 769 complaints were received
• 99% of complaints were acknowledged within 2 working days
• 43% of complaints were responded to within 20 working days.
Complaints
During the past year (2019/2020), the Trust received
769 complaints, (the same number as last year - 769), as
shown in the graph below. The number of complaints continues
to be low considering the large geographical area the Trust
covers and the number of contacts Trust staff have with
patients and clients.
Compliments & Complaints
Annual Report 2019 - 2020
As the Director responsible for the positive and negative
feedback received into the South Eastern Health and
Social Care Trust, I am very pleased to present the
Compliments & Complaints Annual Report for 2019/2020.
I am delighted to report that the Trust received 4,517
compliments throughout the year and I appreciate the
time that people have taken to acknowledge the services
provided by our staff and teams.
As a Trust, we welcome the complaints received as
this information is used to learn lessons and improve
our services. We are committed to achieving the best
outcomes for all of our patients and clients, and when
things do not go well, we wish to know so
that the appropriate remedial action can
be taken to prevent it happening again.
The Trust has a Lessons Learnt Sub
Committee, which is part of the Governance and Risk
Management Infrastructure. The role of this committee is
to ensure that lessons learnt have been put into practice
on an organisation wide basis.
I would like to take this opportunity to thank all our staff for
their continued dedication to the resolution of complaints
and for their sensitive handling of issues that are important
to complainants.
Foreword
Myra Weir
Director of Human Resources & Corporate Affairs
How did we do this year?
D
uring the past year (2019/2020), the Trust received 4,517 compliments and 769 complaints, which is similar to the
previous year (4,082 compliments / 769 complaints), as shown in the graph below.
Facts & Figures
In the year 2019/2020:
• 4,517 compliments were received
• 769 complaints were received
• 99% of complaints were acknowledged within 2 working days
• 43% of complaints were responded to within 20 working days
• The top 3 issues of complaint were Quality of Treatment & Care; Staff Attitude / Behaviour;
Communication / Information.
Complaints & Compliments
Annual Report 2019 - 2020
Response Times to Complaints
In the past year, 99% of complaints were acknowledged within the target of 2 working days, which
is the same as last year. A total of 43% of complaints were responded to within the target of
20 working days, which is a decrease of 6% from the previous year (49%).
Goal 1: Transforming the Culture
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