FOI 4252-Complaints relating to communication and consent

Date: 18 December 2017 to 18 December 2023

1.  In the past 5 years how many complaints have you had regarding communication with or supplying information to patients (written and oral)?
2.  In the past 5 years how many complaints have you had regarding the inappropriate or incorrect taking of consent?
3.  If the level of detail in questions 1 and 2 is unknown then please say how many complaints have you had in the past 5 years categorised as communication complaints? 
4.  In the past 5 years how many claims for compensation have you had involving the inappropriate or incorrect taking of consent?
5.  If the level of detail in question 4 is unknown please say how many claims for compensation have you had categorised as communication claims?
6.  How much did you pay the NHSLA for insurance last year? 
7.  Can I have a copy of your Consent to Examination or Treatment Policy? 
8.  If no Consent to Examination or Treatment Policy exists then can you supply me with your approved documented process for obtaining consent, as specified in the NHSLA Risk Management Standards 2013-14?
9.  Can you tell me how information is provided to patients to support their decision making, including risks, benefits and alternatives where appropriate?
10.  Can you tell me how the discussion and provision of information to patients is recorded?
11.  Can you tell me the process for recording that consent has been given? 
12.  Can you tell me how your organisation monitors compliance with points 9 to 11? 
13.  Who has overall responsibility for your Consent to Examination or Treatment Policy. (Their name would helpful)?

  • Request ID:
    FOI 4252
  • Category:
    Trust - Complaints/PALs
  • Response:

    1.   In the past 5 years how many complaints have you had regarding communication with or supplying information to patients (written and oral)?

    323 complaints were received regarding communication/information patients between 1/10/2012-1/10/2017, this is broken down further as follows:

    Cancellation/change of outpatient appointment

    1

    Communication between staff

    25

    Verbal communication to patient

    160

    Verbal communication to relatives

    54

    Written communication to patient/family

    83

    2.  In the past 5 years how many complaints have you had regarding the inappropriate or incorrect taking of consent?

    4 complaints were received regarding consent to treatment between 1/10/2012-1/10/2017.

    3.  If the level of detail in questions 1 and 2 is unknown then please say how many complaints have you had in the past 5 years categorised as communication complaints?  Please see above, question 1.

    4.  In the past 5 years how many claims for compensation have you had involving the inappropriate or incorrect taking of consent? None

    5.  If the level of detail in question 4 is unknown please say how many claims for compensation have you had categorised as communication claims? None

    6.  How much did you pay the NHSLA for insurance last year?  £5,421,492

    7.  Can I have a copy of your Consent to Examination or Treatment Policy?  Please see attached.

    8.  If no Consent to Examination or Treatment Policy exists then can you supply me with your approved documented process for obtaining consent, as specified in the NHSLA Risk Management Standards 2013-14? Not applicable

    9.  Can you tell me how information is provided to patients to support their decision making, including risks, benefits and alternatives where appropriate? Information is given to the patient by the treating clinician and where appropriate the patient is given the relevant documentation. 

    10.  Can you tell me how the discussion and provision of information to patients is recorded?  It is given to and discussed with the patient and then recorded in the notes.

    11.  Can you tell me the process for recording that consent has been given?  Consent procedure details that it must be recorded using the relevant forms.

    12.  Can you tell me how your organisation monitors compliance with points 9 to 11?  Please see monitoring and review table in the Consent Policy.  Annual audit of patient records, delegated consent directories, procedure specific and generic training records as required.

    13.  Who has overall responsibility for your Consent to Examination or Treatment Policy. (Their name would helpful)? Diana Hamilton-Fairley, Medical Director.