PERFORMANCE: The Royal Berkshire Foundation Trust’s nursing director has suggested that a high level of complaints about staff is in part down to the implementation of the Cerner Millennium electronic patient record system.
The system was brought in at the trust during the summer as part of the National Programme for IT.
There were 191 complaints in the first five months of the year, of which 19 were due to staff attitude and behaviour. This compared with a target of 4.3 per cent.
Board minutes for October, released to HSJ under the Freedom of Information Act, said: “Clarification was sought on the action being taken in response to complaints about attitude and behaviour being above the threshold since June.
“The director of nursing advised that the causes of the increase had varied. However, it was clear that some related to frustrations caused by the electronic patient record. Action plans were in place to address the identified causes of the increase.
Complaint response times were not improving, with a quarter on average this year not receiving a “timely” response, against a target of 90 per cent.
Board papers (attached)