Agenda item

(To receive a report by Jennie Negus (Deputy Chief Nurse, United Lincolnshire Hospitals NHS Trust), which provides an update on the progress of implementation and assurance to the Committee that the handling of complaints at the Trust meets required standards.  Jennie Negus (Deputy Chief Nurse) and Claire Tarnowski (Complaints Manager) will be in attendance)

Consideration was given to a report by Katy Treasure (Complaints Manager) and Jennie Negus (Deputy Chief Nurse) of United Lincolnshire Hospitals NHS Trust, which provided an update on the progress of implementation and assurance to the Committee that the handling of complaints at the Trust had met the required standards. 

Kevin Turner (Deputy Chief Executive), Jennie Negus (Deputy Chief Nurse), Katy Treasure (Listening into Action Lead) and Claire Tarnowski (Complaints Manager) were all in attendance.

Members were advised that following the Keogh Report, several aspects of the complaints service had been reviewed, including: the implementation of executive oversight and sign-off of all complaints; the introduction of a site based Patient Advice and Liaison Service; a Patient Listening Event; staff workshops; and looking at national best practice.

From the discussions and consultation, the Trust had designed a new complaints process called 'See it My Way', which built on the principles from the Parliamentary and Health Service Ombudsman and the Patient Association.  Within it were six key principles: -

·    Getting it right;

·    Being patient focused;

·    Being open and accountable;

·    Acting fairly and proportionately;

·    Putting things right; and

·    Seeking continuous improvement.

The Trust had brought those six principles into five steps to form the Trust's 'See it My Way' pathway which covered: Putting things right; Access; Process; Response; and Learning.

Members were advised that the backlog of complaints had remained a concern for the Trust and an internal target had been set: 90% of complaints to be responded to within the timescale agreed with the patient.  Members were assured that the number of overdue complaints had reduced and the monitoring of this would continue through the Trust's governance processes.  In addition, a trajectory had been agreed through the Trust's Quality and Improvement Programme (QIP).  This trajectory was monitored on a weekly basis and reported to the QIP Board.  To date, Lincoln, Pilgrim and Grantham Hospitals were on track to achieve the trajectory and to clear their backlog of complaints: Grantham and District Hospital by July 2015; Pilgrim Hospital by September 2015 and Lincoln County Hospital by December 2015.

Members were provided with an opportunity to ask questions, where the following points were noted: -

·       It was clarified that the Trust Board's Integrated Performance Report provided a breakdown of those complaints so it was clear at what stage the complaints were, for example, awaiting information from the Ombudsman.  Members were also advised that the Trust Board also received a Quality Account Report which provided further detail on the complaints.  It was requested that any future update to the Committee included this level of detail;

·       The Trust Board also received performance information on the whole complaints process for example, how many complainants had received an initial response within the set 3-day standard.  The NHS Trust Development Authority also received this information, as part of one of its performance reports;

·       The Trust had also implemented a 'Change Register' which was a live system and enabled the Trust to monitor outcomes and improve on its services.  For example, in response to feedback the Trust now had a supply of emergency clothing in Accident and Emergency departments;

·      The Trust was receiving on average 65 new complaints per month.  It was also noted that the number of outstanding complaints had reduced from 300 in January 2015 to 154 in July 2015;

·       The Trust also monitored the number of compliments it received.  The Patient Advice and Liaison Service had also produced a compliment slip for patients to share positive comments and compliments.

The Chairman thanked the officers for their detailed report and verbal update and requested that a further update was provided to the Committee in six months.

RESOLVED

(1)  That the report and comments be noted.

(2)  That the Chairman be requested to write a letter to Jane Lewington (Chief Executive) of the Trust wishing her well for the future and thanking     her for her support to the Committee.

NOTE: At this stage in the proceedings, the Committee adjourned for luncheon and on return, the following Members and Officers were in attendance: -

County Councillors

Councillors Mrs C A Talbot (Chairman), S L W Palmer, Miss E L Ransome, Mrs S Ransome, Mrs J Renshaw and Mrs S M Wray.

District Councillors

Councillors C J T H Brewis ((Vice-Chairman) (South Holland District Council), Dr G Gregory (Boston Borough Council), Mrs R Kaberry-Brown (South Kesteven District Council), J Kirk (City of Lincoln Council) and S Weller (East Lindsey District Council).

Healthwatch Lincolnshire

Dr B Wookey.

Councillor B W Keimach (Executive Support Councillor for NHS Liaison and Community Engagement) was also in attendance.

Officers in attendance

Paul Devlin (Chairman, Lincolnshire Partnership NHS Foundation Trust), Dr Sue Elcock (Medical Director, Lincolnshire Partnership NHS Foundation Trust), Simon Evans (Health Scrutiny Officer), Cheryl Hall (Democratic Services Officer), Gary James (Accountable Officer, Lincolnshire East Clinical Commissioning Group), Lynne Moody (Director of Quality and Executive Nurse, South Lincolnshire Clinical Commissioning Group), Michelle Persaud (Director of Nursing and Quality, Lincolnshire Partnership NHS Foundation Trust) and Chris Weston (Consultant in Public Health).