Mental health units in the Western Health and Social Care Trust saw a huge rise in the number of complaints received in the last year.
Figures obtained by Belfast Live through an FOI request show that there was a 466% increase in the number of complaints received at its facilities in Derry and Omagh in 2022.
Over the course of 12 months, Grangewood and the Tyrone and Fermanagh Hospital received 34 complaints about its mental health services.
READ MORE: Complaints lodged over alleged mistreatment of mental health patients at Derry facility
There were just six complaints recorded in 2021, leading to the massive jump of more than 400% in a single year.
The majority of the complaints were received at the Grangewood unit in Derry, which was the subject of allegations of mistreatment from patients at the facility published in Belfast Live last month.
23 complaints were received in relation to Grangewood in 2022, after receiving only four in the previous year.
Although figures for this year are not yet available, Belfast Live understands that at least four complaints were made in a single week against Grangewood earlier this year.
The figures also show a significant difference in the amount of complaints made against the Derry unit as opposed to the Omagh facility.
Summary of Complaints relating to Grangewood - Last 5 Years
Summary of Complaints relating to Tyrone and Fermanagh Hospital, Mental Health – Last 5 years
The Western Trust said it takes all complaints seriously, and referenced a survey it had carried out in Grangewood in which patients recorded an ‘84% satisfaction score’ at the point of discharge.
However, the survey showed that the response rate from patients was just 37%.
“The Western Trust takes all complaints seriously and welcomes and values feedback from patients and service users about their experience of our services,” a spokesperson for the Trust said.
“However, we do not wait until we receive a complaint to look towards improving our services.
“We do recognise that a positive experience is not something that everyone will have and that we apologise for.
“Every patient should receive a high quality service in which they feel safe. Therefore, if patients or their families do have a complaint, this can be raised with the Ward Manager on site or through the Trust's comments and complaints system - the Patients' Advocate Office. All complaints received are investigated promptly and dealt with in line with Trust policies.
Western Trust Consultant in Service User Experience for Adult Mental Health Services; Brian Toner said that the figures from the anonymous survey were ‘encouraging’.
“Our latest figures from April 2022 to March 2023 show that out of the 237 respondents, the average satisfaction score was 84%,” Toner said.
“This is very encouraging and shows that the vast majority of our patients are happy with their treatment/experience whilst as an inpatient in Grangewood Hospital.
“I wish to assure all our patients that feedback on the anonymous survey is closely monitored and all comments positive and negative are fed back to staff and senior management to ensure that appropriate action can be taken to help improve the quality and safety of our service for our patients.”
For anyone in distress or despair, contact Lifeline on 0808 808 8000 or visit www.lifelinehelpline.info
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