Having been told on April 3rd that the Complaints Policy for BLPT " is going through the final stages of the implementation process and should beavailable on the internet within the next 10 working days," I have now been updated (following enquiries) with the information that it, "is scheduled to be ratified by the Service User and Carer Committee on 9th May 2008. Once ratified it will be made available on the internet site within a week. "
The service user survey, I am informed by the same source, "has not yet been issued to the service users. There may be a number of reasons for this,not least that the National Service User Survey is currently being undertaken. " Well, I suppose this *may* be an explanation, but given that the survey is being undertaken by the Healthcare Commission and, as far as I understand it, compiling the results has nothing to do with the Trust, I can't see how this should affect their workload.
The PALS office offered the comment, "For your information the PALS and Complaints Questionnaire was only initiated in October 2007 and went for consultation in January 2008. " I have pointed them to the online Trust Board papers which show that the initial deadlines for distributing the survey were as stated in my previous entry - December 2006 and December 2007. Maybe I should suggest they read here - they might learn something.
Mandy writes of a very sad event not unrelated to the work of BLPT on her blog.
I haven't yet had any communication from the Healthcare Commission as to whether or not they have received my clinical and complaint notes from BLPT Complaints Department. The extended deadline ended last Tuesday. I'm not holding my breath! As Marcella commented, it's getting easier for BLPT (or at least its Complaints Department) to meet the expectations of service users (as stated in BLPT's mission statment) - we don't have many expectations left.