Early Case Studies Carers and Service Users Resolution and Complaints Outcomes in the NHS
It is recognised as best practice for NHS Trusts to have an early resolution and complaints outcomes page. Below, you will find a series of Case Studies Carers and Service illustrating how the complaints procedure works from a Service User perspective and how the issues raised by Service Users and their Carers were resolved.
We use feedback from Case Studies Carers and Service and Carers as an opportunity to learn and demonstrate improvements, ultimately building trust in the complaints system. This encourages individuals to raise and communicate their concerns, which plays a significant role in improving the patient experience.
About Social Care and Case Studies Carers and Service
Formal Complaint: Social Care for Adults
Quarter 1: 2022/23
Concern:
A Carer was concerned about the lack of communication from her mother’s social care team. She mentioned that her mother was moved to a 24-hour care home after being discharged from the hospital. However, neither she nor her mother were informed that the accommodation would have to be funded privately after Covid-19 funding ended in April 2022. As a result, she filed a complaint about the unexpected financial burden without the opportunity to explore alternatives or make informed decisions.
Case Studies Carers and Service Response:
The NHS Trust responded, stating that evidence suggested the topic of funding may have been discussed during a home visit by the social worker, which also involved the Carer. However, the specific details of the conversation were unclear, and it was confirmed that the Service User had incurred costs for 16 days before receiving full clarification. It was agreed that both the Carer and Service User were not informed in a timely manner about the financial responsibility of the placement. The NHS Trust took steps to arrange payment directly for the incurred costs.
Learning:
Social care teams are regularly reminded of the importance of clear communication. This includes ensuring that Service Users, Carers, and families are informed about any potential costs and the options available to them.
PALS Applies to AHP Referral Centres
Concern:
Service Users and Carers were trying to contact the AHP Referral Centre to schedule therapy services. However, they reported being unable to get through, being placed in queue position 20, and facing automatic call disconnections after waiting for 45 minutes. This issue was reported to PALS and Experience, as it was creating unnecessary stress for the Service Users and their Carers, who were unsure how to proceed with booking appointments.
Response:
The Trust acknowledged that demand for the service had increased, and staffing shortages due to vacancies contributed to the delays. Service managers escalated the issue to senior management, and these concerns were added to the Trust’s Risk Register. We sincerely apologise to the Case Studies Carers and Service Users and Carers, and a team member will contact you directly to arrange an appointment when possible.
Learning:
The AHP Referral Centre forwarded this feedback to our Health Informatics Service (HIS), who made adjustments to the automated voicemail system. These changes ensure that Service Users and Carers are better informed about any current delays when attempting to contact the service.
Contact Information
For further information or to report a concern, Service Users and Carers are encouraged to contact us directly:
- Phone: 0300 123 0991
- Email: NIMSadmin@mpft.nhs.uk
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