THE NHS trust that runs Okehampton and Moretonhampstead hospitals and local community health and social care services has finished runner-up at a national awards ceremony for its work to resolve complaints at the earliest possible stage.

The Northern Devon Healthcare NHS Trust was a finalist in the Patient Experience Network National Awards (PENNA), which took place at the Birmingham Repertory Theatre. The trust was nominated in the 'Strengthening the Foundation' category for its work to resolve complaints at the earliest possible stage.

Over the past two years the trust has systematically changed the way it manages formal complaints.

The customer relations team now tries to verbally acknowledge every complaint at the outset, enabling an open discussion about the issues raised and a choice by the individual as to how they will be resolved.

Depending on the complainant's preference, the specific issues will be addressed individually by letter or will inform the agenda for a local resolution meeting with relevant clinical and non-clinical staff.

Dr Alison Diamond, chief executive, said: 'Resolving complaints swiftly and to the individual's satisfaction is an important part of our commitment to delivering excellent patient experience.

'The new process we follow offers a more personalised, responsive and supportive service to complainants and has significantly improved the number of complaints that are resolved first time.

'A telephone discussion at the outset helps to ensure the issues are investigated and responded to in a proportionate way and in line with the complainant's wishes.

'Local resolution meetings have also proved successful in enabling face-to-face discussions, improving relationships, resolving issues and reducing the potential for lengthy written exchanges that don't reach a satisfactory conclusion.

'Staff at all levels of the organisation — including the customer relations team, service managers, clinical staff and Trust board — have really embraced the changes and are committed to working together to resolve issues at the earliest possible opportunity.

'An early resolution helps to improve satisfaction for complainants and staff.'