Local Issue Resolution and Complaints Annual Report Summary 2024/25

Introduction

All complaints are managed in line with national guidance, and we are committed to providing opportunities for our patients, their carer, or their families to seek advice or information, raise concerns or make a complaint about the services that the Trust provides. Our complaints policy, website, posters and leaflets outline how concerns can be raised and to feel confident that they will be listened to, and their concerns taken seriously.

We receive feedback through a range of methods which include letters, telephone calls, emails, text messages and using social media.

We encourage individuals to discuss any issues or concerns they may have with staff who are directly involved in the patients care, as we may be able to sort the issue our to their satisfaction quickly and without the need for them to make a complaint. Where this is not possible, we would encourage individuals to talk to a member of the Complaints Teams.

This report provides a look back over the 2024/25 of the Local Issue Resolution and Complaints activity.

What our data is telling us

• 849 concerns were dealt with locally and 501 were managed as a complaint.
• This is 897 less than the previous year.
• 98% of Complaints were acknowledged within 3 working days
• Our highest category related to Care and Treatment followed by Assessment and Communication Issues.
• The highest number of concerns related to Durham, Tees Valley and Forensic Care Group.
• 65% of the concerns related to our Adult Mental Health Services. 74% related to Community Based Services.
• 69% of Complaints were completed within the originally agreed timescales
• There were 76 complaints whereby we agreed with the complainant.
• 14% of complainants accepted our invitation to discuss the complaint response further or attend a meeting.
• 100 concerns were brought to our attention by an MP
• We received 19 contacts from the Ombudsman during the financial year.

Learning from complaints

Complaints give the Trust a vital and direct insight into the quality of the services we provide and can be a quick way to identify what improvements we can make.

Where learning has been identified as part of the complaint investigation this is outlined in full within the written response letter to the complainant. An action plan is developed with the respective team which outlines any learning and what actions can be taken to address the areas for improvement.

Organisational Learning

• Learning from Complaints feeds into the wider Trusts Organisational Learning Group which has a 12-month work plan based on 12 themes.
• Learning is disseminated via clinical networks, fundamental standards, briefings where appropriate to ensure that learning feeds into existing improvement work.
• During 2024/25, themes explored in this forum included Clinical Effectiveness, Record Keeping, Infrastructure, Legislation and Policy Compliance, Safeguarding, Risk Assessment, and Patient, and Carer and Family Involvement and Patient Experience.

Learning Themes from Complaints

• Our highest area of learning related to Communication with patients, with families and between services.
• Clinical Effectiveness and Personalised Care was our second highest area of learning and related to Assessment and Treatment, Pathways and Personal Safety.
• Our People and Culture was our third highest area of learning and related to Staff Engagement, Staffing and Training.

Improvements in Complaints Handling

In 2022 and 2023 the Trusts Complaints Handling Service underwent a full review with the aim of ensuring a quicker, simpler and a more streamline complaint handling service with a strong focus on early resolution and learning.

Our new ways of working were launched in December 2023 and following a post 6 month review a number of benefits were identified. The measures used were reviewed and we found that further reductions and improvements were achieved in 2024/25:

• Reduction in the number of concerns coming into the Trust.
• More concerns being dealt with locally, followed by an early resolution complaint or a formal complaint.
• The number of overdue cases has dramatically reduced.
• Compliance with our originally agreed timescales improved.
• A further improvement was made with the length of time it takes to approve a complaint response
• We are identifying more areas of learning and are more assured that these are being completed and signed off.
• The number of cases open to the PHSO have reduced.
• We continue to receive positive feedback relating to our Complaints Handling.

Feedback received

• “I just wanted to say thank you so much for your support today, I really appreciate having you there especially as we are going through some not nice things. Just want to say thank you again, you are brilliant at your jobs.” – Family Member
• “I am really grateful for the help you have offered with this matter and, for the first time, feel that we have been heard.” – Family Member
• “Thank you for listening, which was really appreciated, you are passionate about your role. I felt lucky to have someone like you in my corner, my concerns were validated and very much appreciated.” – Patient
• “I was pleased with the response to my complaint and feel that I was listened to. Extra support has now been provided.” – Patient

Next steps

• Continue embedding the new ways of working.
• Handover Local issue resolution to operational services.
• Develop training in Complaints Handling.
• Obtain feedback from those who have experienced the complaints service.