Impact Report Summary - Compliments, Concerns and Complaints
In the final two sections of our Annual Impact Report, we look back on compliments, concerns and complaints received during the 2022 - 2023 report period and the areas we could improve.
At SJMT we value all feedback received and we use it as an opportunity to learn and improve.
Overall, we saw an improvement on previous years with a significant decrease in official complaints received, totalling eight complaints with a number of these then either upheld or withdrawn.
Lessons learnt or actions taken included review of process, addressing staff conduct, offering relocation and completing repairs.
In addition, seven 'concerns' were raised, these being a less formal way of raising an issue or letting us know about something they feel we could do better on. This was an increase on the number of concerns raised in the previous year and these included issues such as a missing door number on a property, the option of room service for residents and aggressive behaviour from another resident.
We were delighted to see a large increase in the number of compliments received this year, totalling 174, compared to 32 in the previous year. The majority of compliments received were in relation to staff.
Friends & Family Test
SJMT adopted the Friends and Family Test a number of years ago to enable a quick and anonymous way for residents and their friends and families to give their views. It was originally created by the NHS to help service providers and commissioners understand whether patients are happy with the service provided, or where improvements are needed.
We were delighted that 100% of respondents on all sites said they would recommend our service to friends and family if they were in need of similar care and support. A number of extremely positive feedback was received.
If you would like to read the feedback in full, in addition to the full report on Complaints, Concerns and Compliments and the areas we have highlighted for improvement please click here to view the 2022 - 2023 Impact Report.