FOI/25/400

Request

Please could you provide the following information:

1. What was the total number of complaints received by the Trust in the financial year between April 2023 - March 2024, and in the financial year from April 2024 to date [example answer: 2,034 between April 2023 - March 2024, 1,999 between 1 April 2024 – present day]
2. How many of those complaints related to the uniform, appearance or dress code of staff members (including but not limited to concerns about tattoos, hair colour, piercings, political or religious symbols/statements, hygiene or adherence to uniform policy)? Of those, how many complaints related to nurses. [example answer: 12, of which 3 related to nurses]
3. What did the complaints with regards to the uniform, appearance or dress code specifically relate to? [example answer: nurse had multiple visible tattoos]
4. What was the outcome of the complaints? [example answer: upheld, not upheld, partially upheld]

Response

1. 174 formal complaints received between April 2023 - March 2024 and 512 informal (PALS) concerns, 153 formal complaints between April 2024 to 17 March 2025 and 363 Informal (PALS) concerns received.
2. 1 formal complaint related to the uniform, appearance or dress code of staff members. Between April 2023 and March 2024. 1 Informal (PALS) concern received between April 2024 and 17 March 2025.
3. The formal complaint related to a nurse attending for a visit with muddy shoes. The informal concern related to a patient's family asking a nurse to remove shoes or cover them with shoe covers. The nurse refused.
4. In both cases, the concerns raised were upheld and apologies given.