Subjects of Complaints
The chart below shows the number of complaints by subject for the past year (2019/2020). The
figures are per issue of complaint, as a complaint can have more than one issue ie. we had
complaints made by 769 complainants and these raised 1392 issues (compared with 2018/2019
figures of 769 complainants and 1274 issues).
The top 3 subjects of complaint in the past year were:
• Quality of Treatment and Care
• Communication/Information
• Staff Attitude/Behaviour.
These are the same top subjects as previous years, and this is similar across other Health and Social
Care Trusts.
Lessons Learnt from Complaints
There are many examples of service improvements as a result of complaints and a few examples are
listed below.
A number of service users raised concerns about the new car parking
arrangements at one of our hospitals.
As a result, one parking area was re-designed, the internal road was realigned to prevent queueing onto the main road, we increased the number of
Disabled parking spaces, and we increased directional signage.
We Did
You Said
Goal 1: Transforming the Culture 19