FOI 5624-Compliments and bed numbers

Date: 19 September 2019 to 19 September 2022

Are you a multi-site Trust?

How many staff do you have?

How many in-patient beds?

 

Where there is figures asked for the period we are interested in is 2018-2019.

 

Compliments

How many compliments a year do you get?

How do you learn from them?

How do you share the information with staff or public?

 

PALS

How many PALS do you receive in a year?

What is your staff head count full time equivalent for dealing with PALS?

Do you deal with personal visits, seeing patients on the ward, written and phone?

Do you have any volunteers working in PALS?

How do you learn from your PALS and what processes are in place?

Do you answer ‘live’ phone calls?

How long, on average, do you take to resolve a PALS?

  • Request ID:
    FOI 5624
  • Category:
    Trust - Service Data
  • Response:

    Are you a multi-site Trust? No

    How many staff do you have- We employ around 4,400 staff  https://www.medway.nhs.uk/about-us/  

    How many in-patient beds?- Medway NHS Foundation Trust currently have 489 general and acute beds at Medway Maritime Hospital.

     

    Where there is figures asked for the period we are interested in is 2018-2019.

     

    Compliments-

    How many compliments a year do you get? Patients Advice and Liaison Service (PALS)  received 240 compliments between 2018-2019.  However many compliments received in the Trust do not come via the PALS team and this therefore indicates the minimum amount of compliments received.  The directorates/departments/wards receive many compliments which up until August 2018 were not captured centrally.

    How do you learn from them? These are used at appraisals and staff meetings to tell us what our patients thought of us.

    How do you share the information with staff or public?  As above. We also publish information on feedback from patients our annual complaints report.  

     

    PALS-

    How many PALS do you receive in a year? 3,486

    What is your staff head count full time equivalent for dealing with PALS?- Headcount 2 Full Time Equivalent = 2

    Do you deal with personal visits, seeing patients on the ward, written and phone? Yes all four as well as email

    Do you have any volunteers working in PALS? No

    How do you learn from your PALS and what processes are in place? PALS enquiries are sent to the Divisional governance teams for response and further to understand themes and share learning, along with other data such as complaints and patient safety issues for triangulation

    Do you answer ‘live’ phone calls? –Yes, although we do have answer phones for busy times.

    How long, on average, do you take to resolve a PALS? We aim to resolve with in 24hr – 48 hrs or longer with patients consent and a full explanation as to why it may take longer.