FOI Request
- Disclosure ID
- FOI 02588
- Request Date
- July 24, 2018
- Subject
- Patient Experience Team
- Description
Please can please request the following information,
1. Please send a structure chart of your patient experience team (including PALS and complaints) detailing WTE and band.
2. Please send job descriptions and person specifications for the posts detailed in question 1.
3. Total number of PALS enquiries/concerns per month.
4. Total number of formal complaints per month.
- Response
1. Please see attached.
2. Please see attached.
3. 3255 (informal cases and general enquiries) received during the financial year 2017/2018. On average 271 per month.
4. 443 formal written complaints (full investigations) – 37 average per month.
Plus 136 e-complaints (dealt with at the point of service) – 11 average per month.