White Building
Littlemore Mental Health Centre
Sandford Road
Littlemore
Oxford
OX4 4XN
Tel: 0845 219 1269
Fax: 0845 219 1275
Web:
21 May2014
Reference no. 14150027
Dear Sherelle Folkes,
Request for Information: Freedom of Information Act
Thank you for your email of 7 May making a request for information under the Freedom of Information Act. You requested the following information and the Trust is able to provide the information below in response:
Request:
1.How are complaints, compliments and feedback handled at the Trust? This data might be obtained by means such as email, phone, letter, piece of paper in a hospital reception etc. etc. Is there a central place where this data is collated?
2.Does your Trust employ dedicated staff for this purpose? If so how many?
3.Is this data handled on site or is it subcontracted/held-off site?
4.Are complaints and feedback collated and then reported to authorised people, such as the Trusts board or senior managers?
5.Who is in charge of complaints and feedback, if anyone?
6.Is there a standard procedure to follow if complaints and feedback data is obtained?
7.What are the operational costs to the Trust for complaints and feedback, excluding redress (staff costs, computer and software costs, storage costs, legal costs, search costs, report compilation costs, maintenance and any other considerations)?
8.Could you please supply your most recent annual complaint volume figures and the preceding 3 year volumes please?
9.Do you capture and measure concern data separately?
Response:
1.This information is collected within the Complaints & PALS Department, from the sources listed in the request. The information (data) is recorded onto the Trust's Safeguard System.
2.Yes, the team consist of 8 members of staff.
3.The data is handled on site.
4.Yes, information is provided through a number of different committees. These include the Clinical Governance Meeting, Service and Estates Committee, Integrated Governance Committee and Trust Board.
5.Complaints & PALS Manager
6.Yes, we follow the Trust's Complaints, Comments and Compliments Policy.
7.This information is not held.
8.2013/14 = 226
2012/13 = 232
2011/12 = 203
2010/11 = 154
9.We capture this through our Patient Advice & Liaison Service (PALS) which is managed under the same umbrella.
Information about the Trust complaints and PALS service, policy, and procedures can be located via the following URL:
If you are unhappy with the service you have received in relation to your request and wish to make a complaint or request a review of our decision, you should write to me and I will ensure the decision is reviewed.
Should you wish to make a complaint as a result of the outcome of such a review, you may apply directly to the Information Commissioner's Office (ICO) for a decision.
Generally, the ICO cannot make a decision unless you have exhausted the complaints procedure provided by the Trust for FoI Act matters.
The ICO can be contacted at:
The Information Commissioner's Office,Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Please contact me if there are any further queries.
Kind regards,
Yours sincerely,
Mark Underwood
Head of Information Governance