Complaints

PCT managed services
Last year, Southwark PCT received 89 complaints regarding PCT managed services. All complaints made regarding PCT managed services are dealt with under the NHS Complaints Procedure. The most common reasons for complaint were:

• clinical treatment
• communication and information to patients
• attitude of staff
• delay or cancellation of appointments.

We acknowledged 87% of complaints within 48 hours, resolved 75% of complaints within the national target of 20 days and resolved 91% of complaints within the second national target of 30 days. This was an increase in the number of complaints resolved within the 20 day and 30 day targets in comparison to the previous year.

Contracted services
Last year, Southwark PCT received 57 complaints about contracted services, the largest proportion of these complaints were regarding GP practices. The most common reasons for complaint were:

• clinical treatment
• communication and information to patients
• attitude of staff.

The Complaints and Incidents Manager is actively working to improve the PCT’s performance in the investigation and resolution of complaints. In the last year, ongoing training to help staff deal with complaints has been delivered to PCT managed and contracted staff. User-friendly complaints handling flow charts and guides have been distributed to GP practices, pharmacies, dentists and PCT managed staff. These guides and flow charts are intended to provide a quick reference when dealing with complaints so that all staff have a clear understanding of the NHS Complaints Procedure and the standards that must be achieved.

For further information regarding the complaints process and the Complaints Annual Report, please contact Jane Packer on 020 7525 0422 or complaints.incidents@southwarkpct.nhs.uk

Social Care
Last year Southwark Social Care received a total of 255 complaints (excluding Representations and Members’ Enquiries). The two largest areas of complaint were related to services and dissatisfaction with workers.

All complaints are dealt with using a three-stage procedure. Last year 214 complaints were dealt with at stage one. 49% of stage one complaints were dealt with within 28 days last year, compared to 52% of the previous year.

29 complaints were dealt with at stage two, which provides a detailed investigation of a complaint by an external officer. 24 complaints were resolved at stage two, none within the statutory time frame of 28 days.  Two stage three complaints were also finalised within the year.

Over the next few months the Complaints Team will develop new procedures for Children’s and Adults’ complaints, reflecting the new regulations and guidance, and supported by revised handbooks and training.

The four key objectives for the performance against 2006/07 year will be

• improving performance against statutory timeframes at all stages of the complaints procedures
• implementing a successful transition to the new complaints procedures
• improving the proportion of complaints resolved at the service level
• developing the systematic approach to learning from complaints and incorporate this into the overall service performance.

For further information contact Andrew Grocott, 020 7525 3140 andrew.grocott@southwark.gov.uk