Clinical Services Complaints

How many staff, full time equivalent work in your complaints department by grade and full time equivalent  Two
What are the reported levels of complaints within your organisation for the past 3 financial years  1526 formal complaints
How is your complaints information reported, measured in terms of performance, targets? The Trust produces a CLIP report every 6 months which includes:

  • Numbers of complaints reported
  • Complaints by service
  • Trend analysis of complaints such as themes and subjects
  • Referrals to the PHSO
  • Examples of improved practice from complaints

The Trust also performance monitors by numbers of complaints responded to within timescales (normally 25 days) in other reports including at Board.  

How many staff full time equivalent work within your clinical services to support the completion of complaints responses? All staff across the Trust can be involved in a complaints investigation including providing witness statements. Line managers will normally complete initial complaints responses but this will vary depending on the complaint.  

How many staff, full time equivalent work within your PALS department by grade?  Two
How many staff, full time equivalent support the management corporately of Serious Incidents?  Four
How many staff, full time equivalent support the management of incidents corporately?  Four

How many staff, full time equivalent are dedicated to the support of serious incidents management of incidents within your clinical services?  See above response regarding complaints. However, incident investigators should have root cause analysis training.

How many incidents/serious incidents have been reported within your organisation for the last 3 financial years?  99

How many staff full time equivalent work on litigation and claims (inquests included)?   The Trust has two staff members working solely on litigation equating to 1.5 WTE managed by Head of Corporate Risk and Legal Services (1WTE) who also has other management responsibilities in addition to litigation and claims.

Please confirm the numbers of inquests and claims received by the organisation over the past 3 financial years.  Please refer to the NHSLA publication document on yearly claims by the Royal Surrey County Hospital NHS Foundation Trust

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