At your Service The Trust’s Customer Services Team provides one point of contact for people who have questions about services or who want to share comments or make a complaint. The Trust genuinely welcomes feedback in all its forms to help us understand more about what it feels like to use our services and ways we can improve. Each year the Trust Board receives an annual report on Customer Services activity which collates all the data and intelligence from feedback and reviews learning. In the financial year 2012 /13 the following were reported: •
289 formal complaints, an increase on the last two years, when 169 and 275 complaints were recorded respectively. This increase reflects the increased range of services now provided by the Trust and perhaps the active promotion of the Customer Services function to service users, carers and staff and the wide distribution of materials explaining how to raise an issue to support improved service provision.
•
326 concerns raised at local level. The Customer Services team worked with services to promote a default position of putting things right as and when they happen wherever possible.
•
The most common issues were care and treatment, staff attitude, communications, waiting times for appointments, admission, discharge and transfer issues and service user property.
• 559 compliments were recorded. These are acknowledged by the Chief Executive and positive feedback is shared with teams.
5