"My emails are apparently being ignored"

About: East Surrey Hospital / General medicine

(as a relative),

My Mother went in to the AMU ward and in my opinion was treated very badly. She never seemed to receive the treatment she went in for and died within 4 days.

I have started a complaint and was promised feedback etc within 2-3 weeks and it is now 4 weeks. My emails are apparently being ignored by senior staff. All emails are being forwarded to my Solicitors.

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Responses

Response from Ben Mearns, Chief of Medicine, Surrey and Sussex Healthcare NHS Trust

picture of Ben Mearns

Dear George53

Thank you for posting your concerns. I am very sorry that you feel that we are ignoring your emails but I can assure you that the Chief Nurse, myself and other relevant managers and clincians are well aware of your questions and are investigating thoroughly. Your complaint is receiving priority. It is true that during a formal complaint process we try to answer all questions as thoroughly as possible and this involves coordinating a number of clinical staff which can take time. I apologize for any delays.

I understand that you did meet with the Chief Nurse and the Chief of Medicine to discuss things and please let me know if that is not the case. I understand that I will be meeting with you at the next meeting which I believe may be this week and I will ensure that your questions are fully answered.

I am very sorry that we let you down and hopefully once we have been able to meet we can give you some answers regarding your mother's care that I won't go into here.

Clearly we did not communciate in a way that gave you and your family confidence and I am very sorry about that. We will endeavour to do better and I look forward to meeting with you soon.

Please do let me know in the meantime if there is anything further we can do prior to the meeting.

Kindest regards

Dr Ben Mearns

Clinical Lead for Acute & Elderly Medicine

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Update posted by george53 (a relative)

Thank you to Dr Mearns for your response. I would like to add, I did finally receive answers to my emails and another meeting has been arranged.

Response from Ben Mearns, Chief of Medicine, Surrey and Sussex Healthcare NHS Trust

picture of Ben Mearns

Thank you.

I will look forward to meeting you.

Kindest regards

Dr Ben Mearns

Clinical Lead for Acute & Elderly Medicine

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