Downloadable copy
For information about our complaints and patient advice and liaison service (PALS) annual report 2023 to 2024 please see:
Contents
1 Executive summary
In accordance with the NHS Complaints Regulations (2009) this report sets out a detailed analysis of the number and nature of complaints received by the trust during the year 1 April 2023 to 31 March 2024.
This report also provides a summary for the same period of:
- patient advice and liaison service (PALS) enquiries
- Your Opinion Counts (YOC) feedback
- friends and family test scores
- compliments recorded by trust staff
2 Complaints, patient advice and liaison service and Your Opinion Counts summary
April 2023 to March 2024 | Percentage change | April 2022 to March 2023 | |
---|---|---|---|
Complaints | 70 | Decrease of 4.77% | 73 |
PALS | 695 | Increase of 13.38% | 613 |
YOC (feedback received via Your Opinion Counts) | 1189 | Decrease of 20.20% | 1490 |
The number of complaints received in the year April 2023 to March 2024 is comparable to the year April 2022 to March 2023. The number of enquiries to PALS has shown a significant increase; however, 27% of these enquiries related to concerns about other organisations and the enquirer was signposted appropriately. YOCs reporting has seen a decrease in the year April 2023 to March 2024.
2.1 Complaints
Rotherham care group had a 46% decrease in the number of complaints received in the year April 2023 to March 2024 compared to the year April 2022 to March 2023. Doncaster adult mental health (AMH) and learning disabilities care group showed a 77% increase. All other care groups remained relatively consistent with April 2022 to March 2023.
Patient care remains the largest category of complaint, equating to 37% of complaints. Communications and values and behaviours of staff were the second-highest categories with 14% each.
64 out of 70 (91%) of complaints have been acknowledged within three working days of receipt within the Patient Safety and Investigation team.
Of the 70 complaints received in the year April 2023 to March 2024, 22 were still ongoing at the time of this report (31 August 2024) and 5 had been withdrawn.
Of the remaining 43:
- 0 (0%) were resolved within 25 to 40 working days
- 1 (2%) were resolved in over 41 to 60 working days
- 42 (98%) were 60 or more working days
The trust recognises this is a significant change from the year April 2022 to March 2023 and acknowledges that this is not the standard of response we would wish to provide to anyone who wishes to complain. The trust is committed to delivering on promise 4: Put patient feedback at the heart of how care is delivered in the trust, encouraging all staff to shape services around individuals’ diverse needs, and therefore as part of the complaints recovery plan, we are looking at timeframes for response with the intention that all complaints are dealt with within the agreed timeframes.
One complaint proceeded to second stage with the Parliamentary and Health Services Ombudsman (PHSO) and is still under investigations by the PHSO.
2.2 Patient advice and liaison service (PALS)
The number of new PALS concerns received by the trust has increased to 695 in the year April 2023 to March 2024 from 613 in the year April 2022 to March 2023. However, 27% of these related to concerns about other organisations and providers which are signposted elsewhere.
The physical health and neurodiversity care group and North Lincolnshire adult mental health and talking therapies care group both showed an increase in numbers of contacts in the year April 2023 to March 2024.
The 5 most frequent general concerns raised through PALS across all services and localities have been categorised under:
- clinical treatment
- communication to or about a patient
- info request and request for advice or Signposting
- access to service
- attitude of staff
347 out of 695 (50%) of enquirers to PALS were happy with the response they received. 9 (1%) were unhappy with the response but did not take it further. 19 (3%) progressed to raising a formal complaint and 1 enquirer raised a complaint via their MP. 39 (6%) were unable to be concluded; this may have been for a variety of reasons, for example the enquirer did not engage with the PALS team to progress the enquiry further. In 111 (16%) cases, no further contact was received from the enquirer to be able to ascertain their satisfaction with the service provided.
2.3 Your Opinions Counts (YOC)
In the year April 2023 to March 2024, Your Opinion Counts continued to be the trust’s primary source of direct experience feedback from patients, families, and carers. It was also the primary means of collecting our responses to the friends and family test question.
The number of forms received overall in the year April 2023 to March 2024 has decreased by 301 (20%) from 1490 in the year April 2022 to March 2023 to 1189 in the year April 2023 to March 2024. The trust is currently reviewing the process of receiving and monitoring the YOCs to improve the efficacy of the feedback.
The nature of feedback obtained via the YOC scheme continues to be overwhelmingly positive, with 90% being positive or mixed comments. The top 3 categories of comments, whether positive or negative, were ‘attitude of staff’, ‘general’ and ‘clinical treatment’.
2.4 Friends and family test
85.7% of respondents scored the trust as either very good or good.
3 Compliments
The number of compliments recorded by the trust has increased from April 2022 to March 2023 by 69% (total of 628 in the year April 2022 to March 2023 and 1058 in the year April 2023 to March 2024). This is mainly due to an increase by the children’s care group reporting of their compliments, for which their reporting has increased by almost 246% in the year April 2023 to March 2024. This system is reliant on staff recording compliments. This will be reviewed during the year April 2024 to March 2025.
4 Key developments in the year April 2023 to March 2024
During the year April 2023 to March 2024, we have undertaken a complaints process review. Focusing on ensuring that our patients and carers are at the heart of what we do. This included ensuring that we are working to and are compliant with the revised NHS Complaints Standards.
Care Opinion, an independent online platform where people can leave their thoughts, feedback, compliments, and informal complaints, was implemented in March 2024.
4.1 Introduction
In accordance with the NHS Complaints Regulations (2009) this report sets out a detailed analysis of the number and nature of complaints received by the trust during the year 1 April 2023 to 31 March 2024.
This report also provides a summary of PALS (patient advice and liaison service) enquiries and comments received on the Your Opinion Counts (YOC) forms received by the trust during the period from1 April 2023 to 31 March 2024.
In line with national guidance, PALS address non-complex concerns at the point of contact, aiming to resolve problems quickly thus improving patient experience and avoiding the need to raise a complaint. Complex concerns are investigated thoroughly and responded to in accordance with best practice, and in cases where the person in question states they wish to complain, these cases are logged and managed as a formal complaint.
Also included is a summary of the Your Opinion Counts (YOC) feedback, friends and family test scores, and compliments recorded by staff during 1 April 2023 to 31 March 2024.
4.2 Complaints
4.2.1 Complaints data
In the year April 2023 to March 2024 a total of 70 new and re-opened complaints were received. This is a decrease of 3 (4.11%) in from the year April 2022 to March 2023.
The table below shows the number of complaints received by month Trust-wide in the year April 2023 to March 2024 compared to the year April 2022 to March 2023.
Month | 2023 to 2024 | 2022 to 2023 |
---|---|---|
April | 6 | 8 |
May | 8 | 5 |
June | 4 | 7 |
July | 3 | 6 |
August | 7 | 5 |
September | 3 | 5 |
October | 7 | 9 |
November | 3 | 5 |
December | 5 | 3 |
January | 6 | 8 |
February | 12 | 6 |
March | 6 | 6 |
Total | 70 | 73 |
4.3 Complaints and services
4.3.1 Complaints received by care groups
The table below shows the number of complaints received by care group in the year April 2023 to March 2024 compared to the year April 2022 to March 2023.
Group | April 2023 to March 2024 | April 2022 to March 2023 |
---|---|---|
Doncaster AMH and learning disabilities care group | 23 | 13 |
Rotherham AMH care group | 15 | 28 |
Physical health and neurodiversity care group | 12 | 13 |
North Lincolnshire AMH and talking therapies care group | 10 | 8 |
Children’s care group | 8 | 10 |
Corporate services | 2 | 1 |
Total | 70 | 73 |
4.3.2 Complaints received by individual services in 2023 to 2024
Most trust services have received less than three complaints across the year. The services receiving more than three complaints in the year April 2023 to March 2024 are shown in table 4. Community and acute inpatients (adult mental health) remain the areas with the highest percentage of new complaints received during the year, reflecting the volume of activity in those areas.
Directorates | Community (mental health) | Acute inpatients (mental health) | Children’s mental health (CAMHS) | Community physical health and long-term conditions | Physical health (inpatients) | Community (older peoples mental health) |
---|---|---|---|---|---|---|
April | 0 | 2 | 0 | 0 | 0 | 1 |
May | 0 | 3 | 1 | 1 | 2 | 0 |
June | 1 | 1 | 1 | 0 | 0 | 0 |
July | 3 | 0 | 0 | 0 | 0 | 0 |
August | 3 | 3 | 0 | 0 | 0 | 1 |
October | 2 | 1 | 2 | 0 | 1 | 0 |
November | 1 | 1 | 0 | 0 | 0 | 0 |
December | 1 | 0 | 2 | 1 | 0 | 0 |
January | 2 | 1 | 0 | 2 | 1 | 0 |
March | 2 | 2 | 1 | 0 | 0 | 0 |
Total | 22 | 15 | 8 | 6 | 5 | 3 |
Table 5 details the specific services or wards where 3 or more complaints were received in the year April 2023 to March 2024.
Doncaster community mental health services had the highest number of complaints with 13 received. There were seven complaints about child and adolescent mental health service (CAMHS), primarily Rotherham and Doncaster services. There is a national concern with the neurodevelopment pathway with long delays in awaiting assessments, but it is acknowledged that the CAMHS Service in Rotherham is experiencing a long length of time for neurodevelopmental assessments to be undertaken.
Four complaints were regarding Cusworth Ward, an acute adult mental health ward. Inpatient wards, however, provide care for patients with higher acuity and additional challenges in terms of complexity.
Service | Number |
---|---|
Doncaster community services (MH) | 13 |
Rotherham community services (MH) | 8 |
North Lincolnshire community services (MH) | 6 |
Rotherham CAMHS | 4 |
Doncaster Cusworth ward | 4 |
Doncaster community nursing | 4 |
Rotherham osprey ward | 3 |
North Lincolnshire mulberry house | 3 |
Doncaster CAMHS | 3 |
4.4 Themes from complaints
Across the trust, thematically there is a wide variation of categories, with the highest proportion of complaints relating to patient care, see table 6 below.
Category | Number |
---|---|
Patient care | 26 |
Communications | 10 |
Values and behaviours (staff) | 10 |
Clinical treatment | 9 |
Admission, transfer and discharge | 6 |
Prescribing | 2 |
Access to treatment or drugs | 1 |
Appointments | 1 |
Consent | 1 |
End of life | 1 |
Integrated care (including delayed discharge) | 1 |
Trust admin, policies and procedures | 1 |
Waiting times | 1 |
In the patient care category, further analysis shows that the most prevalent sub-category is “care needs not adequately met”, followed by “inadequate support provided’’ which together accounted for 26 individual complaints in the period. See table 7 below.
Sub-category | Number |
---|---|
Care needs not adequately met | 13 |
Inadequate support provided | 10 |
Care needs not identified | 1 |
Care pathways issues | 1 |
Failure to provide adequate care | 1 |
An initial analysis was undertaken of data for ethnicity and age. Whilst this was present for some complaints, it had not been routinely collected. Complainants are asked to complete a Diversity and Ethnicity form as part of the investigation process, but responses to this remain variable.
During the year April 2024 to March 2025, we will explore different methods to obtain the data to allow a more robust analysis in relation to demographics. Home postcodes will also be collated. We will then undertake an analysis against our patient population and against the resident population.
4.5 Outcomes of complaints investigations
Table 8 details the outcomes of the 73 complaints investigated in the year April 2023 to March 2024 (as at the time of this report to end August 2023). At the time of this report, the percentage of complaints fully upheld remained consistent with the year April 2022 to March 2023.
Outcome | April 2023 to March 2024 | April 2022 to March 2023 |
---|---|---|
Fully upheld | 3 (5%) | 3 (6%) |
Partially upheld | 22 (45%) | 25 (46%) |
Not upheld | 18 (49%) | 27 (38%) |
Withdrawn | 5 (11%) | 7 (10%) |
Still in process at time of this report | 22 | 11 |
Total | 70 | 73 |
4.6 Learning from complaints
4.6.1 What have we learned?
We have focussed upon complaints on both an individual and a thematic basis. We have learned from each complaint made, whether about an individual’s care and treatment, the experience of a care setting or pathway, or an aligned learning about partnership working.
Where learning has occurred involving several agencies, we have connected with “place” and system partners to share learning and reflection.
A specific example of learning from complaints has included: “we have had learning in terms carer support and communication, specifically where people have transitioned from one care setting to another (for examples, inpatient to community teams). We have used this learning to inform listening events and engagement with others to check whether issues are unique or experienced by a wider group of people. This has then informed changes in practice and co-working with VCSE carer focused organisations”.
4.6.2 What changes have we made?
In our effort to listen and learn differently from complaints we have made several changes, and our learning has informed our safety, quality and organisational learning plans for the next year.
An example of change made is: “a review of appointment attendance information and letters, resulting in key changes to ensure communication is more ‘trauma informed’ and supportive of patients who may be experiencing different difficulties and life events that mean attendance to regular appointments with services. This has been a specific learning point about our Talking Therapies services but has had transferable change in terms of our community mental health settings”.
Other examples can be provided on request.
4.7 Performance
4.7.1 Performance against national timescales for complaints handling
The national performance measure for complaints handling is that all complaints must be acknowledged within 3 working days of receipt, this can be verbally or in writing.
64 out of 70 (91%) of complaints have been acknowledged within three working days of receipt within the Patient Safety and Investigation team.
Reasons for a delay may include:
- questions regarding the need for consent and the complainant’s relationship to patient
- whether the matter has been or needs to be investigated as a serious incident
- the time of day the letter is received within the Patient Safety and Investigations team
- whether the matter can be dealt with as a PALS enquiry
4.7.2 Performance against trust targets for responding to complaints
Of the 70 complaints received in the year April 2023 to March 2024, 22 were still ongoing as at the time of this report (end August 2024) and five had been withdrawn.
Complaints are recorded as withdrawn if:
- the complainant advises that they wish to withdraw the complaint
- the complainant has failed to make further contact with the Patient Safety and Investigation team (therefore, the scope or remit of the potential investigation to be undertaken is compromised)
- consent has not been received
Of the remaining 43 out of 70:
- 0 (0%) were resolved within 25 to 40 working days (37% in the year April 2022 to March 2023)
- 1 (2%) were resolved in over 41 to 60 working days (20% in the year April 2022 to March 2023)
- 42 (98%) were 60 or more working days (43% in the year April 2022 to March 2023)
The trust recognises that this is a significant change from the year April 2022 to March 2023 and acknowledges that this is not the standard of response we would wish to provide to anyone who wishes to complain. The trust is committed to delivering on promise 4, put patient feedback at the heart of how care is delivered in the trust, encouraging all staff to shape services around individuals’ diverse needs, and therefore as part of the complaints recovery plan, we are looking at timeframes for response with the intention that all complaints are dealt with within the agreed timeframes.
Independent stage and further review by the Parliamentary Health Service Ombudsman (PHSO)
For the period April 2023 to March 2024, one complaint proceeded to second stage with the Parliamentary and Health Services Ombudsman (PHSO). This was the same number as in the year April 2022 to March 2023. This complaint is still with the PHSO, and we await an outcome.
5 Patient advice and liaison service (PALS)
5.1 Patient advice and liaison service data
The number of new PALS concerns received by the Trust has increased to 695 in the year April 2023 to March 2024 from 613 in the year April 2022 to March 2023. However, 27% of these related to concerns about other organisations and providers which are signposted elsewhere.
The table below shows the number of PALS enquiries received by month trust-wide in the year April 2023 to March 2024 compared to the year April 2022 to March 2023.
Month | April 2023 to March 2024 | April 2022 to March 2023 |
---|---|---|
April | 49 | 41 |
May | 55 | 34 |
June | 65 | 51 |
August | 66 | 45 |
September | 61 | 48 |
October | 79 | 43 |
November | 60 | 53 |
December | 41 | 45 |
January | 59 | 68 |
February | 54 | 61 |
March | 54 | 79 |
Total | 695 | 613 |
5.2 Patient advice and liaison service received by care group
The table below shows the number of PALS enquiries received by care group in the year April 2023 to March 2024 compared to the year April 2022 to March 2023. The physical health and neurodiversity care group and North Lincolnshire AMH and talking therapies care group both showed an increase in numbers of contacts in the year April 2023 to March 2024.
In the physical health and neurodiversity care group, 32 (23% of enquiries in this care group) were regarding ADHD services and 27 (20% of enquiries in this care group) were regarding Wheelchair and Special Seating services. In the North Lincolnshire AMH and talking therapies care group, 13 (17% of enquiries in this care group) were regarding the recovery team and 12 (15% of enquiries in this care group) were regarding Mulberry house.
Group | April 2023 to March 2024 | April 2022 to March 2023 |
---|---|---|
Doncaster AMH and learning disabilities care group | 132 | 130 |
Rotherham AMH care group | 93 | 94 |
Physical health and neurodiversity care group | 111 | 87 |
North Lincolnshire AMH and talking therapies care group | 87 | 57 |
Children’s care group | 61 | 60 |
Corporate services | 20 | 21 |
Other organisation | 191 | 164 |
Total | 695 | 613 |
5.3 Patient advice and liaison service received by individual services in the year April 2023 to March 2024
The table below shows the number of PALS enquiries received by service in the year April 2023 to March 2024.
Service | April | May | June | July | August | September | October | November | December | January | February | March | Total |
---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Community (mental health) | 10 | 15 | 16 | 21 | 17 | 20 | 31 | 19 | 12 | 20 | 18 | 17 | 216 |
Other organisation | 17 | 15 | 19 | 22 | 21 | 14 | 20 | 10 | 7 | 17 | 12 | 17 | 191 |
Community physical health and long term conditions | 11 | 10 | 8 | 10 | 10 | 17 | 13 | 11 | 6 | 9 | 11 | 9 | 125 |
Children’s mental health | 5 | 7 | 3 | 3 | 5 | 5 | 3 | 10 | 4 | 1 | 1 | 3 | 50 |
Acute inpatients (mental health) | 1 | 3 | 2 | 3 | 6 | 1 | 6 | 6 | 3 | 1 | 4 | 3 | 39 |
Corporate services | 1 | 4 | 2 | 2 | 3 | 2 | 2 | 4 | 1 | 1 | 1 | 23 | |
Physical health (inpatients) | 1 | 3 | 3 | 1 | 1 | 3 | 2 | 3 | 1 | 18 | |||
Community (older peoples mental health) | 1 | 1 | 1 | 2 | 1 | 1 | 1 | 2 | 4 | 2 | 18 | ||
Children young people and families | 3 | 2 | 1 | 5 | 1 | 11 | |||||||
Acute inpatients (OPMH mental health) | 1 | 3 | 1 | 1 | 6 | ||||||||
Total | 49 | 55 | 52 | 65 | 66 | 61 | 79 | 60 | 41 | 59 | 54 | 54 | 695 |
Service | Number |
---|---|
CAMHS | 45 |
Doncaster community services (MH) | 41 |
ADHD | 32 |
Wheelchair and special seating | 27 |
Rotherham South CMHT | 19 |
Doncaster Crisis team | 14 |
North Lincolnshire Recovery team | 13 |
Mulberry ward | 12 |
Osprey ward | 10 |
5.4 Category of patient advice and liaison service contacts
Across the trust, thematically there is a wide variation of categories, with the highest proportion of complaints relating to clinical treatment, see table 9 below.
Table 13 shows the top 10 categories of PALS enquiries made, which accounted for 87% of all contacts. Most contacts are regarding clinical treatment 21%. These are followed by communication to or about a Patient, 14% and information request or signposting, 12%. In 89 (14%) contacts, the PALS service was not able to ascertain the category as no further contact could be made with the enquirer.
Category | Number |
---|---|
Clinical treatment | 138 |
Communication, info to or about patient | 90 |
Info request, request for advice and signposting | 78 |
Access of service | 76 |
Attitude of staff | 64 |
Discharge arrangements | 40 |
Community appointments | 35 |
Medication | 30 |
Medical devices | 13 |
Transfer arrangements | 10 |
Total | 574 |
5.5 Outcome of patient advice and liaison service enquiries
The PALS team follow up on queries at the end of the process to check whether the concern has been resolved, any further signposting required and next steps. The outcomes from the PALS contacts at the end of the process is illustrated in the table below. This demonstrates an effective investigation process, with most concerns raised via this route resolved satisfactorily, and just 19 (3%) being escalated to formal complaints for the year. This is same as in the previous year.
Enquiries | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
---|---|---|---|---|
Happy with response | 100 | 96 | 14 | 137 |
Concern for litigation | 0 | 0 | 0 | 1 |
Unable to conclude | 7 | 11 | 10 | 11 |
Unhappy with response | 3 | 2 | 2 | 2 |
Serious incident raised | 0 | 1 | 0 | 1 |
MP enquiry raised | 1 | 0 | 0 | 1 |
Formal complaint raised | 7 | 6 | 2 | 4 |
No further contacts received | 24 | 36 | 31 | 20 |
5.6 Performance
The table below shows that 64% of enquires were closed within 10 days.
Working days | Number |
---|---|
1 to 10 | 425 |
11 to 20 | 82 |
21 to 30 | 56 |
31 to 60 | 72 |
More than 60 | 27 |
Still ongoing at time of report | 33 |
6 Your Opinion Counts (YOC)
Your Opinion Counts continues to be the trust’s primary source of direct experience feedback from patients, families, and carers. It is also the primary means of collecting our responses to the friends and family test question. All YOCs are passed to the relevant team manager to review, respond to (where the person completing the response has asked for a response), share with staff for learning and act on where action needs taking. YOC forms can be completed anonymously so it is not always possible to follow up a specific issue if a negative comment is made.
6.1 Your Opinion Counts data
The number of forms received overall in the year April 2023 to March 2024 has decreased by 301 (20%) from 1490 in the year April 2022 to March 2023 to 1189 in the year April 2023 to March 2024. The trust is currently reviewing the process of receiving and monitoring the YOCs to improve the efficacy of the feedback.
6.2 Your Opinion Counts by care group
Table 16 below shows the number of YOC received by care group. It has not been possible to separate the data for Doncaster mental and physical health care groups prior to February 2024 as the system supporting this data could not provide this. Further changes to the care group structures were made in January 2024 and the system was re-aligned at this point.
Care group | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 | Total |
---|---|---|---|---|---|
Children’s | 47 | 48 | 25 | 47 | 167 |
Corporate | 0 | 0 | 0 | 1 | 1 |
Doncaster | 155 | 215 | 153 | 693 | |
Adult mental health and learning disabilities | 74 | ||||
Physical health and neuro diversity | 96 | ||||
North Lincolnshire | 56 | 50 | 20 | 83 | 83 |
Rotherham | 42 | 30 | 27 | 27 | 27 |
Total | 300 | 343 | 218 | 328 | 1189 |
6.3 Your Opinion Counts by category
The comments made on YOC forms are categorised to allow for analysis. A YOC form may have more than one category, and these may be positive, negative or a mixture of both. Table 17 details the top 5 categories of comments made and whether these were positive or negative.
Category (feedback) | Children’s | Corporate | Doncaster prior to restructure | Adult mental health and learning disabilities |
Physical health and neurodiversity | North Lincolnshire |
Rotherham | Total |
---|---|---|---|---|---|---|---|---|
Staff of attitude (positive) | 126 | 369 | 37 | 42 | 116 | 62 | 752 | |
Staff of attitude (negative) | 3 | 6 | 1 | 2 | 15 | 27 | ||
General comments (positive) | 16 | 176 | 33 | 47 | 57 | 17 | 346 | |
General comments (negative) | 4 | 1 | 7 | 12 | ||||
Clinical treatment (positive) | 22 | 1 | 84 | 4 | 2 | 34 | 11 | 158 |
Clinical treatment (negative) | 3 | 32 | 1 | 10 | 9 | 55 | ||
Communication (positive) | 14 | 31 | 1 | 3 | 9 | 6 | 64 | |
Communication (negative) | 2 | 12 | 5 | 19 | ||||
Access to service (positive) | 1 | 2 | 1 | 1 | 5 | |||
Access to service (negative) | 2 | 4 | 1 | 2 | 3 | 2 | 13 |
Table 18 shows the total number of YOCs received and whether these were positive, negative or mixed. Overwhelmingly, comments are positive with 90% being positive or mixed comments.
Quarter (feedback) | Children’s | Corporate | Doncaster prior to restructure | North Lincolnshire |
Rotherham | Total |
---|---|---|---|---|---|---|
Quarter 1 (positive) | 41 | 132 | 46 | 24 | 243 | |
Quarter 1 (negative) | 1 | 3 | 3 | 10 | 17 | |
Quarter 1 (mixed) | 5 | 20 | 7 | 8 | 40 | |
Quarter 2 (positive) | 45 | 189 | 41 | 23 | 298 | |
Quarter 2 (negative) | 1 | 6 | 3 | 2 | 12 | |
Quarter 2 (mixed) | 2 | 20 | 6 | 5 | 33 | |
Quarter 3 (positive) | 21 | 122 | 17 | 13 | 173 | |
Quarter 3 (negative) | 4 | 2 | 6 | |||
Quarter 3 (mixed) | 4 | 27 | 3 | 5 | 39 | |
Quarter 4 (positive) (care group structure change) | 45 | 1 |
|
69 | 17 | 297 |
Quarter 4 (negative) (care group structure change) | 2 |
|
7 | 8 | 21 | |
Quarter 4 (mixed) (care group structure change) | Physical health and neurodiversity: 1 | 7 | 2 | 10 | ||
Total (positive) | 152 | 1 | 608 | 173 | 77 | 1011 |
Total (negative) | 4 | 0 | 17 | 13 | 22 | 56 |
Total (mixed) | 11 | 0 | 68 | 23 | 20 | 122 |
Total | 167 | 1 | 693 | 209 | 119 | 1189 |
6.4 Friends and family test
The YOC form includes the required national friends and family test question, but this data is also gathered via SMS in children’s services and via specific comments forms in the talking therapies services. The score from all these sources is shown in table 19 below. These scores are reviewed by the relevant manager in conjunction with any additional comments made by the responder as to why they gave this score. This score may have been given anonymously so it is not always possible to follow up a specific issue if a negative comment is made.
85.7% of respondents scored the trust as either very good or good.
Response | Percentage of response |
---|---|
Very good | 3121 (67.5%) |
Good | 841 (18.2%) |
Neither good nor poor | 252 (5.5%) |
Poor | 146 (3.1%) |
Very poor | 206 (4.5%) |
Don’t know | 55 (1.2%) |
6.5 Compliments
The number of compliments recorded by the trust has increased from the year April 2022 to March 2023 by 69% (total of 628 in the year April 2022 to March 2024 and 1058 in the year April 2023 to March 2024). This is mainly due to an increase by the children’s care group reporting of their compliments, for which their reporting has increased by almost 246% in 2023, 2024.
North Lincolnshire adult mental health and talking therapies care group has seen a drop in recorded compliments by 62% and Rotherham adults mental health care group saw a drop of 80%.
It has not been possible to separate the data for Doncaster mental and physical health care groups prior to January 2024 as the system supporting this data could not provide this. Further changes to the care group structures were made in January 2024 and the system was re-aligned at this point. However, overall Doncaster care groups recorded comparatively similar numbers of compliments (351 in the year April 2022 to March 2023 and 355 in the year April 2023 to March 2024).
This system is reliant on staff recording compliments. This will be reviewed during the year April 2024 to March 2025.
Care group | April 2023 to March 2024 | April 2022 to March 2023 |
---|---|---|
Children’s | 671 | 194 |
Doncaster (Quarter 1 to quarter 3, April 2023 to March 2024) | 184 | 331 |
Doncaster adult mental health and LD (Quarter 4, April 2023 to March 2024 | 41 | |
Doncaster physical health and neurodiversity (Quarter 4, April 2023 to March 2024) | 130 | |
North Lincolnshire adult mental health and talking therapies | 29 | |
Rotherham adult mental health | 3 | 15 |
Corporate | 0 | 12 |
Total | 1058 | 628 |
6.6 Developments in the year April 2024 to March 2025, next steps
More frontline staff managers and investigators will be attending complaints training during quarters 3 and 4 of the year April 2023 to March 2024.
The use of SMS (text message via mobile phone) had already begun being used in some services and this will be further extended during the year April 2023 to March 2024.
Page last reviewed: December 23, 2024
Next review due: December 23, 2025
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