The Chair said that it was quite hard to make concerns known.  Ms Alexander said that the Working Group had discussed the issues, and the report indicates the new approach.  Bangladeshi complaints are low, in comparison with the number received by PALS.  Unfortunately, the recording of ethnicity had not been prioritised, but would now be more explicitly solicited.  The statistics should then give Members more confidence.

Councillor Archer also raised the issue of the East London Mental Health Trust website; this had no complaints form.  There were different abilities to complain for each organisation.  It would be helpful if the complaints channels could be aligned.  Mr James from the ELMHT said that 80% of complaints received by the Trust were from inpatients.   Complaints forms for the community needed to be made more user friendly.

Ms Bevan-Davies of the  Barts & London Trust said that the website for the  BLT was being simplified.

Councillor Asad said that the number of complaints from the Bangladeshi community were very low, however the community may not be aware of the possibilities to complain.  Trusts could consider using more electronic media and the Bangladeshi press.

Mr James of the ELMHT said that the Bangladeshi Mental Health Association was very active with feedback.

Councillor Pavitt commented that many complaints were going to the Ombudsman.  Ms Kay Riley of BLT said that the Trust’s Chief Executive had said that many complaints were referred to the Ombudsman, rather than being referred back to the Trust to deal with.  Unfortunately, the Ombudsman would not give each Trust feedback; this was to preserve confidentiality.  Many complaints were not made in writing.  It was noted that only 3 complaints about BLT were accepted for investigation by the Ombudsman: the others had not followed the Trust’s Complaints Procedure or failed for other reasons.

Councillor Pavitt said that the BLT website did not make it clear how to complain; users had to choose between making a ‘comment/suggestion/complaint’.  The choice of making a complaint should be made clearer.  Ms Bevan-Davies said the Trust did receive a trickle of complaints through the system.

Councillor Begum said that it was not just Bengalis who needed to complain,  Members of the Somali and Chinese communities also needed assistance.  Cards should be available in receptions with the procedure; many were computer illiterate.

Mr Burbidge asked how voluntary advocacy services were being developed, and those for ethnic communities.  Mr James said that advocates used by ELMHT were provided by Tower Hamlets and Newham MIND, who provided an excellent service and engaged with patients in a very sensitive way.

Ms Cohen commented that Tower Hamlets Council was conducting a complete review of advocacy.  Ms Riley said that BLT spent £1 million on advocacy services; these were mainly taken up in Accident & Emergency and Maternity Services.  Ms Bevan-Davies said that patients were signposted to the independent ICAS service.  On the Mile End site, patients were signposted to PALS.  It was also noted that THINK was developing voluntary advocacy services.   Ms Alexander suggested that all the providers could work together provide consistency.

Mr Rahi said that it was as well the Council was involved in advocacy; the funding for PALS and ICAS was being transferred to the Council.

Councillor Uddin said he was still concerned at the low numbers of complaints from Bengalis.  If complaints were dealt with early, it could be that there were fewer recorded.  Ms Alexander said that improving ethnic reporting should show increased numbers of complaints from Bengalis.

It was agreed there should be a report containing an update on complaints to PALS by ethnicity at the next meeting of the Panel.

Action:           Jebin Syeda, Scrutiny Policy Officer