The Patient Advice and Liaison Service (PALS) successfully dealt with 94% of the 8,781 patient contacts our customer relations department received were successfully dealt with by the PALS team.
This was up from 92% in 2012/13 and 87% in 2011/12. The total number of contacts received in 2013/14 was also 64% higher than in 2011/12.
58% of all enquiries received in 2013/14 (5,110) were on-the-spot requests for general advice and information.
A further 3,149 were individual issues or concerns that were dealt with by the PALS team within one working day, mostly by involving the relevant staff/divisions to obtain answers to questions and/or offer a meeting where appropriate.
This was nearly twice as many as in 2010/11.
Only 522 cases (6% of all enquiries) had to be passed on into the formal complaints process.
To find out more about how we have responded to these enquiries and complaints, see the page Acting on Feedback.