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Salford Royal Foundation Trust

North west trusts look to improve complaints handling

PERFORMANCE: Four north west hospitals are among a group of ten acute trusts that have come together to work on improving their complaints handling ahead of the publication of the report Mid Staffordshire Foundation Trust public inquiry.

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University Hospitals of South Manchester Foundation Trust, Royal Liverpool and Broadgreen University Hospitals Trust, Salford Royal Foundation Trust and Mid Cheshire Hospitals Foundation Trust will all survey complainants with the aim of producing comparable data on what works when dealing with complaints.

Complainants will be sent the survey once the local resolution phase has ended, meaning the project will capture data from those who are dissatisfied with the process as well as those who feel their complaint has been resolved. The first experimental data is expected in six months.

Inquiry chair Robert Francis QC is widely expected to make recommendations on improving complaints handling in the NHS when he reports later this year.

Salford executive nurse director Elaine Inglesby-Burke said: “Salford Royal believes that patients and carers should have their voices heard and their views translated into genuine improvements in care. We welcome comments from complainants on the quality of our complaints handling process. We will continue to be part of the pilot to identify further ways to continuously improve the complaints process.”

 

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