2.1 Feedback, Comments, Concerns and Complaints Register - Year to 31 March 2016 Source (1) Summary (2) File Ref (3) Receipt Date Acknowledged (A) and Response (R) Dates Outcome (4) Lessons Learned/Improvements (5) Member of public Complaint (1) about the unauthorised use of a copyrighted digital product. June 2015 GP website 15/06/15 A – 16/06/15 R – 24/06/15 Upheld Recommendation that externally hosted websites are brought and that there is a review of all such websites to ensure the appropriate governance and controls are in place. Dental nurse trainee Complaint (2) from a dental nurse trainee about a decision to remove her from a course. July 2015 west dental trainee appeal 29/06/15 A – 13/07/15 R – 13/07/15 Upheld Appealed successfully. The decision was appealed successfully and course documentation is to be revised to ensure consistency in all NES dental education centres. Member of public Complaint (3) that a NES website used a copyright photo without permission. August 2015 photography medical 13/08/15 A – 14/08/15 R – 03/09/15 Upheld Recommendation that externally hosted websites are brought and that there is a review of all such websites to ensure the appropriate governance and controls are in place. Dentist Complaint (4) that an in-practice decontamination course was below standard. September 2015 dental training 14/09/15 A – 15/09/15 R – 18/09/15 Not upheld The course evaluation and feedback did not support N/A
the view that the training was below standard. Psychology trainee’s union Concern regarding a psychology trainee’s removal from their training post by the employer and training provider. December 2015 historical psychology 19/11/15 A – 13/01/16 R – 13/01/16 This concern was about the employing body and training provider. Feedback was provided on recent improvements to psychology training programmes. Information requested to establish what further improvements could be made to psychology training programmes. Nurse graduate Complaint (5) that the One Year Job Guarantee Scheme did not enable the graduate to start a post in their preferred area. December 2015 OYJG 13/12/15 A – 14/12/15 R – 14/12/15 Not upheld Apology that the preferred post was not secured and an explanation of the process provided. Clinical psychologist Feedback about a NES commissioned Psychological Therapy in Primary Care programme. January 2016 psychology 18/01/16 A – 01/02/16 R – 01/02/16 An e-mail response was provided, reporting progress with the programme. Progress reported on a new accreditation framework for Associate Psychologist Practitioners and potential employment opportunities.
Medical trainee Complaint (6) alleging discrimination on grounds of ill health. January 2016 medical trainee 20/01/16 A – 22/01/16 R – 16/02/16 Partially upheld Letter of explanation forwarded and offer of specialist careers advice made (accepted and now underway). Apology given as some Annual Review of Competence Progression (ARCP) procedures were not followed correctly. Consider making careers advice available in all such cases. Staff (other NHS) Complaint (7) about the administration of a Health and Care Professions Council (HCPC) approval visit. March 2016 - NMAHP 02/02/16 A – 03/02/16 R – 03/02/16 Upheld Complaint managed at Directorate (NMAHP) level. Apology given and a review of administration procedures undertaken. Optometrist Complaint (8) about a corneal abrasion at an optometry training course. February 2016 optometry 04/02/16 A – 04/02/16 R – 29/02/16 Upheld Post course slit lamp checks put in place and simulation now used where possible. Also standardised sterilisation procedures put in place and records kept on who has procedures carried out. Staff (other NHS) Complaint (9) alleged data breach. N/A Medical Directorate 12/02/16 A – 16/02/16 R – 16/02/16 Not upheld Full explanation provided and complainant indicated N/A