Quality and Patient's Charter Standards

The Trust Board receives quarterly reports on the Centre's performance against Patient's Charter standards. These include out-patient waiting times, the number of patients who did not attend their first out-patient appointment, complaints and litigation reports.

Dealing with complaints
We are naturally concerned when we receive a complaint from a member of the public and do our utmost to resolve matters satisfactorily.

Although we receive few complaints each year, we are never complacent. We continually strive for improvements in our services and address any problems identified as a result of a complaint.

All complainants are invited to meet our Director of Patient Services to discuss their complaint in more detail. Following a full investigation, the Chief Executive will respond in writing to the complainant, offering the opportunity to meet any other members of staff, if requested.

Patient's Charter Performance

Waiting Times in Out-Patients

Percentage of patients who 'did not attend' first out-patient appointment

Activity (breakdown of workload) in Finished Consultant Episodes (FCEs)*

Complaints

* A Finished Consultant Episode is where a patient has completed a continuous period of care in hospital under a consultant and is either transferred to another consultant or is discharged. (A stay in hospital can therefore be made up of more than one FCE.)