Report into Complaints Handling at West Herts Hospital Trust 2018

West Herts Hospital Trust asked Healthwatch Hertfordshire to repeat a qualitative review of their final response letters to complainants. This was to assess what improvements had been in response to their previous recommendations. They looked at 20 letters.

Examples of good practice included:

• All letters signed by the CEO or Deputy CEO.
• Tone and formality matched the original complaint letter.
• Responses and reasons for decisions were clear and easy to understand.
• Specialist terminology was explained.
• Letters contained a response to each specific issue raised by complainant & was clear with the complainant if a firm conclusion could not be drawn.
• Letters offered the complainant appropriate remedies & the complainant the opportunity to discuss the outcome.
• Provided Ombudsman information.
• Provided complaints advocacy information.

Examples of areas which could be improved:

• The Trust’s responses to complaints concerning staff behaviour/attitude compared to processes and systems – tone and honesty & transparency.
• Where complaints are especially complex or serious, the response letters could do more to ensure the letter stays patient centred in its approach.
• The balance between consistency (use of a template) and ensuring the response is personalised.
• Personalising the Summary Statement.
• Learning to be identified and shared with the complainant even when complaints are not upheld.
• Ensuring answers are forthcoming and explanations are appropriately detailed.
• Providing a named contact for the complainant to contact if remained dissatisfied, rather than the general complaints team details. 8. Timeframe – response time and accuracy of recording.