Heartbeat: Compliments and concerns hotline celebrates first birthday
March 25, 2019
Our Purple Point initiative is celebrating its first year of service and has seen a total of 342 calls from inpatients or their loved ones.
The telephones were installed across our inpatient sites in February 2018 (excluding Leasowes, which is being installed in March 2019) as a way for concerns relating to inpatients to be raised and resolved immediately by those working closest to the patient, making an immediate difference.
The calls are taken by the governance support unit which is open from 9am to 9pm, Monday to Sunday. The team work closely with ward colleagues to obtain resolution for any concerns raised.
They also document all compliments submitted and escalate any concerns that may require a more thorough investigation through the formal complaint route.
Caroline Burgin, Head of Complaints said: “The aim of Purple Point is to resolve any concerns that an inpatient or their relative may raise, as early as possible and whilst they are still in hospital, so we can improve their experience or put something right on the spot.
“Ward managers, senior sisters and doctors across the Trust are actively resolving these concerns on a daily basis. We also check with the caller at the end of the process to ensure we have resolved their issues.
“There have only been nine concerns raised through this route which have not been resolved to the callers’ satisfaction and they have gone on to be logged as a formal complaint.
“Since the Purple Point initiative launched, we have seen a total of 342 contacts. Of those contacts 57 were compliments.” A colleague who regularly resolves concerns allocated to them commented: “I have found the Purple Point phones a good way of allowing patients and relatives to report their concerns in real time rather than wait until after they have been discharged. This allows issues to be rectified there and then, which I prefer for lots of reasons.
“I think the patient seems happier after their concerns have been dealt with via a third party whilst they are still in hospital.”
The three largest themes arising from Purple Point calls, similar to that of PALS and complaints, are clinical treatment and care, attitude of staff and communication.
Caroline added: “A questionnaire we intend to use following Purple Point interactions is in development to help us find out if the original caller is satisfied their concern has been resolved.”
The feedback form for staff who undertake the resolution is live on Connect and can be found at: https://connect2.swbh.nhs.uk/governance/purple-point/purple-point-closure-form/