The latest Trust Performance Report has actually been available online for a while, on BLPT's website. However, I've not really looked at it till now.
What struck me was the "analysis" of the Complaints Department performance.
3 complaints were referred to the Healthcare commission last month. To put this in context, two complaints were sent to the HCC during the previous quarter (ie three months) and only one in the quarter before that.
As a result of one previous complaint, the following recommendation was made by the CMHT "to improve consistency in Service User care: To recruit 3 new CPNs. " No record as to whether this actually happened, but from other information in the report relating to cutting costs (by cutting posts) I suspect not.
The questionnaire (yes, the one that was promised in November 2006) "has been circulated and consultation process complete. " It "will be circulated to those that have used our services within the past 6 months." This written in February - no sign of a questionnaire at my house as yet. Have they been sent out, I wonder.
Finally in this section, "A trial is in place to ensure that telephone callers are personally answered during office hours. Investigations in more effective ways to resource PALS/Complaints are underway e.g. by using service user volunteers. " Interesting. There were apparently only 6 complaints in February, but they need to use volunteers to ensure phone calls are answered? Value for money? What is the complaints office doing, I wonder, that it is so overwhelmed that it does not have time to answer calls (or, I could suggest, answer complaints following its own policy).