Patient complaints at an Oxford hospital have halved.
The Nuffield Orthopaedic Centre, in Headington, believes the reduction is directly linked to the appointment of a Patient Advice and Liaison Service (PALS) manager, as well as efforts by staff to reduce long waiting times.
Between April and June last year, 39 people made complaints -- more than half relating to long waits for treatment.
But the figure dropped to 21 between January and March this year, and only 14 per cent were from people criticising their delayed care.
Although people see their consultants within the Government time limits of 17 weeks, many have to wait a long time for further diagnostic tests, like X-rays and scans, before doctors see them again.
NOC chief executive Ed Macalister-Smith said: "I personally sign off all complaints we receive, and a lot used to be about our waiting times.
"Staff have done tremendous work reducing waiting times by working extra and often longer hours."
Mr Macalister-Smith said PALS manager Barbara Edwards, who started in August last year, had also helped reduce complaints by resolving patient concerns speedily and informally. He said: "PALS has been a real success. Barbara actively works on patients' behalf so they never have to make a complaint, because their concerns are sorted out very quickly."
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