Complaints are going up and performance targets have been falling short in what is a testing period for NHS Forth Valley.
The number of complaints received by the health board have increased to pre-pandemic levels, it was confirmed at the recent monthly meeting.
During the period from April 2022 to January 2023, a total of 1,704 complaints (including complaints transferred or later withdrawn) were received, indicating an increase of 30 per cent compared with the same period a year ago.
Performance indicates that 1,646 complaints have been investigated during April 2022 to January 2023, achieving a performance figure of 77.2 per cent - short of the performance target of 80 per cent.
The latest figures are down from 81.6 per cent in the same period for 2021-22.
During January, a total of 158 complaints have been investigated, of which 71.5 per cent have been responded to within 20 working days.
Stage one complaints have increased by 36.6 per cent and stage two complaints have risen by 25.4 per cent compared to the same period during 2021-22.
Easing of Covid-19 restrictions may well have impacted on the number of complaints.
NHS Forth Valley carried out an in-patient experience survey for November 2022.
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The results showed: 11 per cent of patients responded they were troubled or disturbed by noise at night from other patients; five per cent of patients said staff did not keep them informed of how long they were likely
to stay in hospital; four per cent of patients responded that they were troubled or disturbed by noise at night from staff.
The top three positive results were: 98 per cent of patients had enough privacy when being examined or treated; 98 per cent of patients were happy with their care; 97 per cent of patients responded that the main room/ward area was clean.
Some 120 patients completed the survey.
As part of the patient survey, patients had the opportunity to tell staff in their own words about their experiences. Patients said they felt that staff were very friendly, they felt safe and well cared for and that staff at all levels were very helpful.
But there were areas in which they felt improvements could be made: Patients have asked for better access to pain relief as they have had long waits to receive it, they were disappointed with the access they had to physio and they felt communication could be improved, being told in advance when being discharged and being told they are being admitted to hospital.
