Changes to the way NHS complaints are handled at Royal Bournemouth Hospital is having a positive impact on patients and their relatives.
Last year Healthwatch Dorset, the local patient champion, gathered feedback from over 150 people across Bournemouth, Poole & Dorset to produce their report on the NHS complaints system. Sadly the vast majority of experiences people shared with Healthwatch Dorset at the time were negative and a phrase people often used about how they felt was “fobbed off” so they made that the title of their report.
· 70% of people said that they were not offered the opportunity to discuss or meet with staff at any point during the process of making the complaint.
· 78% said that they were not made aware that they could be supported through the process by an independent advocate.
Healthwatch Dorset made 6 recommendations to the NHS in Dorset on ways that they could improve people’s experience.
1. Update information about the Patient Advice & Liaison Service (PALS).
2. Give patients and families the opportunity to meet with staff at the very beginning of the complaints procedure.
3. Raise awareness of the help available to patients through Dorset Advocacy.
4. Ensure that people are always kept informed as to the progress of their complaint, by their chosen method of communication.
5. Review complaints procedures and provide information about what options are open to people if they are not satisfied with the result of their complaint.
6. Provide staff with updated training in interpersonal and communication skills.
In response to Healthwatch Dorset recommendations, Royal Bournemouth Hospital has been busy implementing changes to improve the way they handle complaints. Amongst the many changes they’ve made over the last few months:
· Information on the hospital website & posters around the hospital have been updated to give clearer PALS information.
· Matrons now act on concerns as soon as they are raised. Complainants receive a phone call and contact details are given in acknowledgement letters, along with regular updates on the progress of the complaint.
· Dorset Advocacy services are being promoted.
· The hospital has developed a “customer care” programme for all staff which includes the importance of communication, being proactive and supporting patients’ carers and the public.
Joyce Guest, Chair of Healthwatch Dorset, explains:
“We wanted local NHS organisations to see complaints as “gold dust”, a critical source of intelligence about how to improve services; feedback that should be welcomed as a way to improve how our services treat and care for people.”
“We’ve been working closely with our local NHS and we’re delighted to see the actions that Royal Bournemouth & Christchurch Hospitals have taken to ensure that local people receive the standard of service that they not only deserve but have a right to expect.”
Rachel Bevan, Head of Patient Experience, Public Engagement & Volunteer Service at Bournemouth Hospital, told us:
“Healthwatch Dorset’s report has really helped us to identify the problems our patients can face when raising a concern about their care. We’ve implemented all of the recommendations Healthwatch made and we’re already seeing the benefits.
A patient at Bournemouth Hospital, who was recently admitted with a suspected heart attack, raised concerns about the lack of clear information they were given. In response the department gathered more patient feedback and now works more closely with the Emergency Department to identify patients for transfer to Cardiology as soon as possible. This early identification of patients has helped to improve the patient experience and has also reduced their stay in hospital by up to 36 hours.
We will carry on working with Healthwatch Dorset to encourage feedback from our patients & improve services.”
Healthwatch Dorset will continue monitoring what action the NHS takes in response to local people’s feedback. You can read the Healthwatch Dorset report on their website www.healthwatchdorset.co.uk or call 0300 111 0102 (local rate number) to find out more.
