Making A Complaint Against The Nhs

[mazie]

Where does one start? Any ABer done this and what was the result?

[mrs_overall]

It depends what your complaint is.
The first place to start is to contact PALS (the hospital switchboard will give you the number)

[Jennykenny]

I did and I just got a lot of waffle.
I think every hospital has a process where you can write/email a body who deal with the complaints procedure. Check on hospital website.
Even though I didn't get much satisfaction, (they wanted to send my husband home with a broken pelvis after two days. I said that I wanted Social Sevices involved and backup when I got home. There was no way I could lift an eleven stone man in and out of bed etc. They backed down and kept him for ten days and organised physio both in hospital and afterwards.), I was glad that I did it. It might make them review their policies towards future patients.
One last piece of advice: try to concentrate on just one main complaint. If you throw in the kitchen sink, it will only dilute your case. And, unless a staff member was particularly negligent, try to avoid naming names. The hospital board will then hold this person totally responsible instead of fixing the bigger proble. Good luck. Let us know how you get on.
Ps keep copies of all correspondence and notes of times and dates of phone calls.

[boxtops]

Mazie, each healthcare organisation has very specific complaints procedures these days, and a complaints manager. There should be details of how to make a complaint, at each location. You should give in writing as much detail as possible, and address your letter to the Complaints Manager. They they have a deadline (I think it's still 21 working days) to investigation your complaint and write back to you. There is an escalation process.

As Mrs O says, the PALS office covering the organisation you want to complain to is always a good place to start.

[mazie]

Thanks everyone. It's for the OH. He was treated for a shoulder injury which went badly wrong and now there's not much they can do about it, he has to "live with it". He's angry as the Physio we was referred to worked on it for about 5 months without him having a scan etc. The damage was done there we believe. What he doesn't want is any adverse treatment from the GP or the Surgeon he finally went to see.

[mrs_overall]

I have made a complaint previously and have a current complaint being investigated.
The first complaint was basically regarding hygiene, or rather a lack of it. For example I was sick in a bowl and that bowl remained on my bedside locker for four days. The result was that supervision was stepped up.

My current complaint is more serious and I can't go into details but it involves a dangerous practice. I raised this complaint last year with the person in charge, and she all but called me a liar and repeatedly said "that does not happen." I recently videoed this dangerous practice actually happening and the person I reported it to last year has had the cheek to report ME to the hospital authorities for taking unauthorised images. However, now I have actual hard evidence, my complaint is being taken seriously and is being investigated

[mazie]

I hope your husband is now fully recovered Jenny and thanks for the advice. We have kept all appointment records and have copies of a couple of reports.... It's so frustrating!

[mrs_overall]

mazie, I would advise you to have a word with Citizens Advice, or a solicitor who specialises in medical negligence

[mazie]

Thanks mrs_o. I hope it all works out for you x The same with my OH the person responsible for the damage (in our opinion has the same high and mighty attitude and this is what pi$$es him off)

[mazie]

Thanks again mrs_o... It's just where to start isn't. I'll show him this thread and he can make a decision as to what he does next.

[gness]

And more frustrating it will become, Mazie but keep your cool..

If it goes as far as needing a solicitor check first with your house insurance. I did and after looking at my evidence they agreed to fund me...with a limit of course but it was quite high.

[boxtops]

It's a complex one, then, mazie - as the complaint potentialy involves the GP (independent practitioner in the NHS), physio (probably Community Trust) and consultant (possibly Hospitals trust) so could cover several organisations. I think your best bet is to have a chat with PALS - who are impartial within the nHS - no claim no win NHS solicitors (if it goes that far) would want to know that you've been through the formal claims processes. PALS - Patient Advice and Liaison Services - you should be able to find your local one by Googling.

[boxtops]

^ that should say "formal COMPLAINTS process", not claims.

[mazie]

Thanks gness, boxy.... basically it's the Physio that he has the problem with... she continued and wouldn't listen even though there was no scan done. The GP just referred him to the small local hospital.. when this went wrong he finally referred him to a specialist who did an MRI scan. He has two torn tendons and one detached tendon.The surgeon is saying that if he operates there is only a 2% chance of it working as the muscle has now turned to fat!...