Medical chiefs say they will respond positively to feedback, both good and bad, from patients (From Bradford Telegraph and Argus)

Medical chiefs say they will respond positively to feedback, both good and bad, from patients

7:20am Thursday 26th August 2010 in

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Patients in the district made more than 1,200 written complaints about local NHS hospitals and commu-nity services in the last year, new figures reveal.

The number of complaints is at a record high, the data from the NHS Information Centre shows.

Nationally, between 2008-09 and 2009/10, the number of complaints rose from 89,139 to 101,077, a 13.4 per cent rise and the biggest year-on-year increase since 1997-98.

In the Bradford district, in 2009/2010, Bradford Teaching Hospitals NHS Foundation Trust received 340 complaints, Airedale NHS Foundation Trust 97 and Bradford District Care Trust 76.

NHS Bradford and Airedale, the district’s primary care trust received a total of 715 written and of these 636 were about medical issues, a further 78 were about dental care and one was an administration complaint.

A spokesman for NHS Bradford and Airedale said: “As the local leader of the NHS, we encourage feedback from our patients, both good and bad.

“Our Patient Advice and Liaison Service (PALS) provides ‘on the spot’ help to patients and can negotiate immediate solutions to any issues raised. They record compliments, comments and concerns.

“If a complaint is made, we encourage early discussion to agree how the complaint will be dealt with and the likely timescales involved.

“As a result all complaints are fully investigated and the complainant re-ceives a written response and explanation along with details of any action taken.

“Complaints are a valuable source of feedback and where lessons are learned – actions are taken to make service improvements.” Bridget Fletcher, interim chief executive of Airedale NHS Foundation Trust, said all feedback was welcomed as it helped the Trust find out what it was doing well and what could be improved. “The Trust aims to resolve any concerns locally at the time they are raised and our Patient Advice and Liaison Service (PALS) team work with hospital staff to do this wherever possible,” she said.

“While we are pleased that the number of formal complaints is less than last year, we are never complacent and will always investigate any we receive thoroughly and continue to try to resolve as many issues as possible when they happen. “It is by raising their concerns and giving feedback that patients can help us to improve our care, both for them and for others, which is always our top priority.”

Paul Hogg, Care Trust Board Secretary, said: “We actively encourage people to tell us how we can improve in any aspect of our work.

“This includes how we communicate with people, the care they receive and the environment in which they receive it.

“We make every effort to review feedback directly and quickly, with fairness and confidentiality. We act on feedback to further develop our services.”