From Pillar to Post - Complaints Report 2015
Complaints have been an overarching theme for Healthwatch Isle of Wight throughout 2014/15 with a number of reports being released. From Pillar to Post, is the overarching report into IW NHS Trust Complaints.
Summary
This report complies how accessible the IW NHS Trust complaints process is, with how patients that have made complaints felt the process worked for them.
Key findings
- Simply relying on complainants to re-establish contact if they are unhappy with the outcome is not a reliable method of reporting and could lead to the IW NHS Trust being unaware that dissatisfaction rates are high
- Timescales for responding to complaints are consistently going unmet, leading to a negative experience of the complaints process
- A recurrent theme throughout is the inconsistency experienced by people who have made a complaint. The IW NHS Trusts complaints procedure provides a solid foundation for them to follow and build upon. With investment in staff training, leading to consistent implementation of the procedure, outcomes would undoubtedly improve.
Downloads
If you need this report in a different format please email enquiries@healthwatchisleofwight.co.uk or call 01983 608608.
From Pillar to Post - IW NHS Trust Complaints Report 2015
