IW NHS Trust Complaints Survey Report 2015

Amongst Healthwatch Isle of Wights workplan topics, as chosen by the public, was complaints. In April 2015 a survey was devised to collect experiences from those who have been through the IW NHS Trust complaints procedure since January 2014.

Summary

Amongst Healthwatch Isle of Wights workplan topics, as chosen by the public, was complaints. In April 2015 a survey was devised to collect experiences from those who have been through the IW NHS Trust complaints procedure since January 2014.

Healthwatch Isle of Wight is committed to working closely with the IW NHS Trust to drive forward improvement and improve standards. The IW NHS Trust are keen to improve their complaints processes due to feedback received during their 2014 CQC inspection. 

Key findings

  • Timescales - 51.6% of complaints were not acknowledged within the 3 working day requirement
  • Quality - A large level of dissatisfaction was expressed regarding the quality and content of responses, with 81% of respondents stating they did not feel all aspects of their complaint had been addressed and 86.9% stating they were dissatisfied with the response to their complaint
  • Consistency - The survey results suggest that different staff members have different interpretations of the complaints procedure and this directly impacts in the pathway complainants follow.

Downloads

If you need this report in a different format please email enquiries@healthwatchisleofwight.co.uk or call 01983 608608.

IW NHS Trust Complaints Survey Results Report 2015

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