4Cs Report (Complaints, Compliments, Concerns and Comments)

The Board of directors has received a report (4Cs report) on the complaints, compliments, concerns and comments received by the Trust. The annual report provides a breakdown of the types of complaints and concerns for the two major service lines of PES and PTS. It also details the severity of complaints as well as the outcome, including the percentage of complaints upheld.

The volume and reason for PALS concerns and comments are recorded and a sample of compliments is detailed. Records of both specific lessons learnt and recurrent themes within the service lines are also noted. The report also examines the work completed by the Patient Experience Team in the proactive collation of patient experience in order to further develop the quality of the service. As well as the improvements made by the Making Experience Count(MEC) Team over the last financial year. The report will be published externally to Clinical Commissioning Groups and the Trust will support the work of Service Delivery and MEC / Patient Experience Teams to learn lessons from complaints, compliments, concerns and comments in order to improve the service.