3.2 Complaint reporting and investigations Overall, when exploring the proportion of clinical service delivery and complaints, NNPC receive a relatively low amount of complaints and Patient Advice & Liaison Service (PALS) concerns. This is validated and is positively balanced with the excellent feedback which we get from patients, service users, and staff. During 2023/24, we received and responded to 33 formal complaints, and 26 PALS concerns. Of those complaints, 25% were jointly responded to with other organisations as the complaint involved pathways of care which were delivered outside of NNPC’s clinical services. When this is set against the circa 126,547 face-to-face and telephone clinical patient contacts across all of our clinical services delivered in the 2023/24 period, which equates to 0.05% of patient & service user complaints or PALS concerns received from the clinical activity undertaken. 73% of those were fully responded to within a 10 day timeframe, and the remaining 27% were fully responded to within 28 days of receipt of the complaint or PALS concern.
The overall patient harm grading from the complaints or a PALS concerns for the 2023/24 period is:
Complaints & PALS concerns: Investigation Harm Grading outcomes 2023/24 period
Nil = 38 Low = 21 Moderate = 0 Severe = 0 Fatal = 0
Our focus and approach to complaints or negative feedback continues to be on early resolution, and the application of learning and improvement as a result of addressing of them. All concerns via the complaint or PALS route will involve the front-line teams during the investigative process of addressing the issues and the resulting application of learning. We have worked to adapt some aspects of the approach to compliant and issue responses, which is much more directed at meeting and talking to the complainant and the front-line staff involved. This approach is person centred and compassionate which reinforces that NNPC is always striving
North Norfolk Primary Care - Quality Account 2023/24
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