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3.3.14 Management of Complaints Improvements
and Concerns • Further embedding of the model of devolved

governance to drive early supportive intervention by
The model of devolved governance implemented
the relevant clinical teams/Divisions
through the quality strategy is intended to drive early
supportive intervention by the relevant clinical teams • Complaints and PALS update now form part of a
& Divisions so that children, young people and their Divisional quality dashboard report provided monthly
families/carers have the best experience, with any to the Clinical Quality Steering Group
issues raised locally being dealt with immediately and • Appointed to new role of Head of Quality for
appropriately. corporate services, with expertise in management of
complaints.
Whilst formal complaints have increased in year, the
overall trend from 4 years ago remains positive. When Future Plans
compared to activity levels, the number of complaints
represents 0.025% of hospital attendances. • Improve training for clinical teams
In 2018/19 there will be bespoke training for
PALS attendances have also increased this year. clinical teams relating to “managing concerns and
When compared to activity levels the number of PALS complaints”. This will aim to support staff in effectively
attendances represents 0.4% of hospital attendances handling parents/carers/children’s concerns and
in the year. finding resolution in the clinical area before there is
escalation of this formally.
2013/ 2014/ 2015/ 2016/ 2017/ • Keeping records of local concerns
14 15 16 17 18 Staff will log local concerns in Ulysses so there is a

full understanding of issues being raised at ward and
Formal department level.
166 134 70 66 83
Complaints
• Improve learning from complaints
PALS 1248 1133 1246 1294 1349 Learning from complaints will be one of the
year’s objectives, to understand how we can
compassionately and with consideration share the
complaints raised and ensure Trust staff are aware
of any actions we have implemented to ensure these
issues do not occur again.

Alder Hey Children’s NHS Foundation Trust 144 Annual Report & Accounts 2017/18