COMPLAINTS against Great Western Hospital have hit an all-time low, new figures show. Delighted bosses say it's evidence of the hard work put in by dedicated staff.

The data supplied by the Patient And Liaison Service shows complaints have dropped by more than two thirds in just over a year.

In the first quarter of 2003/04, 114 complaints were lodged.

Yet just 31 people expressed a grievance in the third quarter of 2004/05.

Paul Bentley, the director of human resources, said: "It's good going considering doctors and nurses at the hospital treat around 300,000 patients a year."

Mr Bentley thinks patient complaints or "experiences" as bosses officially refer to them are crucial if Swindon and Marlborough NHS Trust is to improve.

"We are becoming more receptive," he said. "And, in return, patients are giving us more constructive suggestions."

Complaints peaked in early 2003 around the same time that PALS was set up.

"At this time we actively went looking for criticisms to improve facilities for patients," said Mr Bentley. "So it makes sense that complaints will rise."

Before the £170 million hospital opened in December 2002, there were 50 to 70 complaints annually.

Once the new hospital opened there was a sharp increase.

Mr Bentley believes unrealistic expectations were to blame.

He said: "There were massive expectations placed on us when the trust moved here from Princess Margaret Hospital.

"It was a brand new hospital and people expected it to be perfect."

But since then there has been a significant drop. The most-up-to-date figures, which go up to Christmas, paint a bright picture.

In the first quarter of 2004/05 there were 77 complaints, compared to 31 in the third quarter.

The biggest reduction was seen in Grade One complaints simple concerns over issues like car parking. The number of serious and complicated grievances like infection control issues remained fairly constant throughout the year.

Francesca Thompson, the director of nursing, said: "This report is very encouraging.

"It reflects a lot of hard work both by our PALS team and staff throughout the hospital.

"We consider it very important to get people's feedback and what we want to do is to take their comments and act upon them before they become complaints."

Kevin Shoesmith