"Lack of response from Complaints Department"

About: Darent Valley Hospital

I am still, some five and a half months on, awaiting the comprehensive reply to a complaint submitted on 5 October 2013 regarding aspects of my mother's treatment up to her death in August 2013 that I have been promised in several holding replies. On 17 February a Complaints Dept. officer apparently promised the Health Service Ombudsman Officer who had contacted her on my behalf that she would contact me urgently to renegotiate another deadline for a response but no further contact has been made. I suspect that the fact that said Ombudsman Officer made it clear that my case had not yet been adopted as an official Ombudsman complaint ( evidently they feel that such timescales for replies are neither unusual or unacceptable) has sent out the message that they can take as long as they like and that my complaint has been shelved. Very poor practice and unacceptable.

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Response from Darent Valley Hospital

Dear Mr Clarke We were very sorry to learn of the problems you have been experiencing but on checking our records extensively, can find no documentation of the complaint to which you refer. Please can we ask that you contact us urgently on telephone number 01322 428869 or email complaints@dvh.nhs.uk in order that we can investigate this further. Kindest regards The Complaints Department Darent Valley Hospital

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