Complants fall at Princess Alexandra Hospital

Politics / Fri 28th Aug 2015 at 02:14pm

THE Princess Alexandra Hospital NHS Trust is bucking the national trend which has seen a rise in complaints about NHS hospital services in the last year.

Across England, there were 121,000 complaints about hospital services last year – up 5.7% on the 114,000 complaints received in 2013/2014 according to a report released this week by the Health & Social Care Information Centre.

At The Princess Alexandra Hospital NHS Trust, however, complaints fell to a record low of 379 over the same period – a drop of 1% on the previous year and down for the third consecutive year running.

It follows the introduction of the Trust’s “Achieving Excellence in Patient Experience” programme which encourages patients and their families to speak up when things don’t go right so that remedial action can be taken at the earliest opportunity and staff can learn the necessary lessons to avoid any similar incident.

Following the release of the figures, an NHS England spokesman said: “The best way to improve care is to listen to what patients and their families tell us – every complaint is a valuable opportunity to learn from past experiences and we need to demonstrate this by showing what has changed as a result.”

Professor Nancy Fontaine, Deputy Chief Executive and Chief Nurse, said: “I would echo that sentiment entirely. We know we don’t always get things right and so we need our patients and their families and friends to speak up when things don’t go as they should.

She added: “We know people worry it will affect care, or that services will not change, but we have our ‘Patient Experience Promise’ that ensures that is not the case.

“And if you don’t see an improvement in the service you have complained about, we will offer a face-to-face meeting with the Chief Executive or myself as Chief Nurse so you can tell your story, and challenge us to make things better.”

Ann Nutt, Chair of the PAH Patient Panel, said “We have begun a journey of real partnership with the hospital. Our role includes looking at anonymised complaints and checking how satisfied patients are with their response – another way of ensuring that standards at the Trust remain high.”

The Trust’s Patient Panel is always looking for new members, so if you would like to get involved in improving patient care still further at the Trust, please contact: [email protected]. To give feedback on Trust services, call 01279 82 70 84 or email [email protected]

Further information on the national report can be obtained at http://www.hscic.gov.uk/.

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