10 October 2012
Alecia Bailey
By email: [FYI request #568 email]
Dear Alecia
Official Information Act request – Complaints against Palmerston
North Hospital
1.
Complaints against Palmerston North Hospital in the last five
years.(
Please note numbers include all of MidCentral Health services
rather than just Palmerston North Hospital as in your question)
October 2007 - September 2008
1141
October 2008 - September 2009
973
October 2009 - September 2010
625
October 2010 - September 2011
503
October 2011 - September 2012
501
2.
What is the nature of these complaints?
Since October 2009 we have grouped complaints into 27 categories.
Information prior to this date is not available. One complaint may have more
than one issue raised therefore the category numbers do not equate to the total
number of complaints received.
Category Oct
2009
–
Oct 2010 –
Oct 2011 –
TOTAL
Sept 2010
Sept 2011
Sept 2012
Appointment 42
35
40
117
Care 35
26
49
110
Clinical treatment
65
53
61
179
Communication 102
89
70
261
Conditions 28
15
7
50
Confidentiality 4
5
5
14
Cost 3
4
5
12
Cultural 1
1
2
4
Discharge planning
11
10
15
36
Documentation 10
7
12
29
Equipment 7
6
12
25
Education 2
-
-
2
Facilities 22
20
14
56
General treatment
59
63
62
184
Informed consent
1
-
2
3
Lost
property
12 10 12
34
Meals 31
21
14
66
Patient Safety & Clinical Effectiveness MidCentral District Health Board, PO Box 2056, Palmerston North 4440
Telephone (06) 350 8030, Fax (06) 350 8042
Nursing Event
7
-
2
9
Parking 25
23
28
76
Privacy 8
10
5
23
Service 75
50
38
163
Staff attitude
104
107
99
310
Staff competency
4
4
8
16
Travel 2
-
-
2
Visitors 4
2
3
9
Waiting lists
21
12
15
48
Waiting times
32
27
21
80
Total of complaint
717 600 601
categories
3.
What is the current status of complaints?
Forty one complaints were unresolved or remained open at the end of
September 2012. This is a snapshot of one point in time as the status changes
every day based on new complaints and resolved complaints.
4.
Who were the staff involved?
The information on specific staff involved is unable to be provided as this
generally is not explicit in complaints received and where it is explicit is
confidential. Complaints may however be about one or more staff from any
discipline or service within MDHB.
5.
What is the procedure MDHB follows when receiving any complaint?
• The complaint is acknowledged within five working days in writing
and the complaint is immediately forwarded to the relevant personnel
to investigate and respond
• A written response is provided within 15 working days
• In some cases this timeframe cannot be met. Therefore a “more time
required” letter is sent within the 15 working days that indicates
another 20 working days is required.
• Thereafter if additional time is required a letter is sent every 20
working days.
• Where it is thought that a meeting would be beneficial or is requested
then this is coordinated within timeframes that suit the complainant/
family and MDHB staff who need to be involved.
The timeframes and the need for written responses are based on the Code of
Health and Disability Services Consumer’s Rights. The process above does not
preclude phone communication and other avenues of working with
complainants and families.
Please note that information regarding complaints is reported at MidCentral
District Health Boards Hospital Advisory Committee every six months and was
last reported in July 2012.
Muriel Hancock
Director
Patient Safety and Clinical Effectiveness
