Annual Complaints Report 203-4.0 Introduction. This report provides information on complaints received by Kernow during the period April 203 to 3 March 204. It complies with Complaints Regulations which state that the organisation should specify the number of complaints received, those which were well-founded and those which were referred to the Health Service Ombudsman..2 Furthermore, it shows good practice in meeting agreed timescales with complainants. It shows how systems failures have been identified, as well as the actions taken to reduce the risk of these problems recurring. It demonstrates the value of how good complaints handling identifies risk and influences change. 2.0 Complaints Received 2. There were a total of 90 complaints recorded during the year. The following table shows only those complaints which came first to Kernow. It does not reflect the total number of complaints directly received by other organisations. All complaints received were acknowledged within 3 working days of receipt. Complaints Received Q Q2 Q3 Q4 Kernow 6 7 27 30 Commissioned Services Royal Cornwall Hospitals Trust 4 3 4 Plymouth Hospitals Trust Cornwall Partnership Foundation Trust 3 Peninsula Community Health 2 Tamar and Appointments Centre (TRAC) Serco Health 3 3 Outlook South West Bodmin Treatment Centre Independent Podiatrist Virgin Healthcare South West Centre for Reproductive Medicine Probus Surgical Centre NSL Care Services Ltd 2 Other Commissioners Cornwall Council England 5 4 8 9 Multi-organisational Peninsula Community Health/ Kernow 2 Royal Cornwall Hospitals Trust/ Kernow 2 Cornwall Council/ Cornwall Partnership 2 Foundation Trust
Complaints Received Q Q2 Q3 Q4 Kernow/ Tamar and Appointments Centre Cornwall Partnership Foundation Trust/ Royal Cornwall Hospitals Trust Cornwall Partnership Foundation Trust/ Outlook South West/ GP/ Kernow GP/ Serco/ Peninsula Community Health Plymouth Hospitals Trust/ Kernow Kernow Children s 2 2 Individual Funding Requests Management Service Transport 2.2 The following table shows the number of complaints received each quarter and is compared with previous years. Previous years reflects complaints received by the Cornwall and Isles of Scilly Primary Care Trust, Kernow s predecessor. Complaints Q Q2 Q3 Q4 TOTAL 203-4 6 7 27 30 90 202-3 3 49 9 22 32 20-2 3 50 35 45 6 200-44 4 37 42 64 2009-0 35 48 53 43 79 2.3 In addition, the Complaints Office handled the following number of enquiries and MP letters. Enquiries Q Q2 Q3 Q4 TOTAL 203-4 9 5 24 37 85 MP Letters Q Q2 Q3 Q4 TOTAL 203-4 4 3 9 2
3.0 Complaints Handled by Kernow 3. The following 2 complaints are those which concerned Kernow itself. Service Issue Upheld against Kernow Assessment N/A Neuro- Rehabilitation Neuro- Rehabilitation Wheelchair provision Children s Individual Funding Requests of chiropractic delays Access to physiotherapy Access to physiotherapy Wheelchair provision Out of county placement Delays and Communication between organisations of chiropractic Delay and Delays in processing application Yes Yes Kernow Actions/Changes Withdrawn. Kernow will work with the Royal Cornwall Hospitals Trust to review. Kernow will work with the Royal Cornwall Hospitals Trust to review. ne. ) A suggestion to all agencies involved in the panel decision making that assurance is given to panel that the views and opinions of family/parents have been included, discussed and recorded. A practice of explaining the process and timescales before any decision and outcomes are made is essential by the allocated workers and documented on the case file. 2) A written plan of action something both parents and professionals involved can refer to which explains and evidences the process and timeframes which are involved in the decisions around panels. Systems have now been put in place to manage the work created by the additional reviews. ne. ne. A recommendation will be taken to the Locality Teams to request that there is a named person who can be contacted to discuss any queries relating to appeals. The Previously Unassessed Periods of Care Team is to undertake more proactive more frequently with claimants. 3
Service Issue Upheld against Kernow Cardiology Care and Management Service Mental Health Services and Management Service Constitution Individual Funding Requests Care,, attitude Assessment process, Communication, and breaching of 8 week referral to treatment target Communication and appeals process Yes Partial N/A Kernow Actions/Changes ne. ne. ne. ) Family to be kept informed of the decision regarding eligibility for. 2) Additional staffing is being put into place in the team, which will enable more regular eligibility panels. 3) A reminder of the process to confirm the outcome of appeal or eligibility panel decisions to be given to the individual/ family member/s within 3 working days has been sent to all members of staff. The Kernow Elective Team are working towards directly booking patients into clinics at Royal Cornwall Hospital s Trust ophthalmology service. ) Update the Kernow website with information on the Devon Support Service (DRSS). 2) Update the Management Service website with information on the Devon Support Service. 3) Kernow will also follow up with Plymouth Hospitals Trust on the exact that they use, with particular regard to enquiries made by patients for alternative provision due to breaching under the Constitution. 4) Review any actions we can take to ensure that Kernow website is at the top of the Google search, rather than the Management Service website. Withdrawn. 4
Service Issue Upheld against Kernow safeguards and Transport Children s safeguards and decisions Communication, delays Access to mental health Partial Partial Kernow Actions/Changes ne. ) Information regarding Kernow s transport policy will be published on our website. 2) Patient leaflets on transport are to be clearer on funded transport. Individualised Previously Unassessed Periods of Care holding letters to be sent instead of generic holding letters. ) Kernow should investigate ways of improving the commissioning and monitoring of Child and Adolescent Mental Health Services for those children placed out of county as a looked after child. 2) Kernow should look into the element of the designated nurse for looked after children role that may involve commissioning. 3) Kernow should ensure a clear understanding by applicants of the local Individual Patient Placement (IPP) panel process when applications on behalf of patients placed outside of Cornwall are received. 4) Communication with the patient and family should follow an agreed protocol for complex cases. 5) The escalation process to ensure that delays can be expedited should be reviewed to check that it is fit for purpose. 6) A learning from experience meeting to be arranged. 3.2 A further two complaints were investigated by Kernow. These are complaints which regarded providers and Kernow agreed to investigate. Service Independent Podiatrist End of Life Care Issue Treatment and Care,, coordination 5
4.0 Themes arising from complaints 4. Six complaints were received regarding and Previously Unassessed Periods of Care reviews. A proportion of these revealed failures. The Care team handle a large volume of applications and these complaints reflect a small proportion of that total. However, as a result of these complaints appropriate apologies were made and changes implemented. 4.2 Complaints are monitored for any breach of Constitution Rights. ne indicated a breach of these rights. 4.3 It appears that members of the public are unsure of who to complain to when they do experience issues with their care or treatment. 5.0 Health Service Ombudsman 5. Those complainants who remain dissatisfied after local attempts to resolve their complaint are able to seek an Independent Review by the Health Service Ombudsman. 5.2 Kernow was notified of three complaints taken to Independent Review in 203-4. One complaint taken to Independent Review has not been upheld. Kernow awaits the outcome of the other two complaints, which remain under consideration by the Ombudsman. 6