Figures show fall in number of complaints about hospital

The number of complaints made about Kettering General Hospital has fallen over the last few years, according to latest figures.

Data released by the Health and Social Care Information Centre (HSCIC) show there were 54 fewer complaints over the last year compared with those made in a 12-month period between 2009 and 2010.

Last year a total of 505 complaints were made about the hospital, compared with 544 in 2010-11 and 559 in 2009-10.

Kettering General Hospital’s chief executive, Lorene Read, said: “We work hard to be a friendly and supportive hospital for all of our patients and visitors and it’s good to see that complaints are going down. One of our main focuses at KGH is to prevent the need for people to complain by simply acting quickly – and in common sense ways – to resolve concerns as soon as they are raised.

“Over the last three years we have shifted our focus from having a complaints department to all departments dealing with their own complaints so that our staff are able to fully appreciate the impact concerns can have on the patients and families that they serve.

“We also analyse our complaints – both at a trust and departmental level – so that we spot any reoccurring difficulties and act on them to improve the patient experience.”