FOI 25-125 Staff Behaviour Complaints and Concerns
Freedom of Information Request
- Reference
- FOI 25-125 Staff Behaviour Complaints and Concerns
- Request Date
- 14 Mar 2025
- Response Date
- 10 Apr 2025
- Information Requested
I would be very grateful if you could answer, please, the following questions: For each of the years 2019 to 2024 inclusive, please set out:
- a) How many Concerns, how many Complaints (upheld), how many Complaints (not upheld), how many incidents, how many "patient safety incidents", and how many "Serious Incidents" there were, relating to ambulance staff showing aggressive, rude, hostile or otherwise inappropriate attitudes towards other staff.
- b) How many Concerns, how many Complaints (upheld), how many Complaints (not upheld), how many incidents, how many "patient safety incidents", and how many "Serious Incidents" there were, relating to ambulance staff showing aggressive, rude, hostile or otherwise inappropriate attitudes towards service users
- Response
- a) How many Concerns, how many Complaints (upheld), how many Complaints (not upheld), how many incidents, how many "patient safety incidents", and how many "Serious Incidents" there were, relating to ambulance staff showing aggressive, rude, hostile or otherwise inappropriate attitudes towards other staff.
The data provided is for complaints of inappropriate attitudes towards other staff, the data is not held in a way that allows us to distinguish between patient safety incidents, serious incidents etc.
Between the 1 January 2019 and 31 December 2024 there was 121 inappropriate attitude complaints made staff-on-staff; of these 15 complaints were upheld, 92 complaints were not upheld and 14 cases are currently ongoing.
How many Concerns, how many Complaints (upheld), how many Complaints (not upheld), how many incidents, how many "patient safety incidents", and how many "Serious Incidents" there were, relating to ambulance staff showing aggressive, rude, hostile or otherwise inappropriate attitudes towards service users.
Between the 1 January 2019 and 31 December 2024 there was 1892 attitude and behaviour complaints or concerns. 577 of these were upheld, 602 were partially upheld and 438 were not upheld. 12 were withdrawn.
Please be mindful that this theme of complaint or concern has a huge variance in complexity and severity as well as making up a minute percentage of overall patient contacts. It is also unusual to not uphold one of these complaints as often these pieces of feedback revolve around how a member of staff has made someone feel which is not something the Service would ever look to invalidate.
