"Frustrated!"

About: University Hospital Aintree

My mother was admitted to the A&E on 18th June following a fall.She is looked after by District Nurses for her medical needs so I sent her daily medication and medical file with her.She stayed in numerous wards during her admission and medication was misplaced but eventually turned up.When she was discharged on 23rd June her medical file was missing. The District Nurse rang the hospital about it and we also made a personal visit. No one from the hospital contacted us about it, so I sent an email through as a complaint on 30/6.I received an auto response that the message had been received and passed on to the relevant department.There was no indication of a timeframe for responding to the complaint.When I rang the hospital today about it, I was informed that the hospital's aim was to respond within 25 working days. While my mother's care in the hospital was excellent, this situation has upset her as, apart from her nursing notes, the file contains emergency contact details for family and friends.It is surprising that items such as those that my mother had with her, aren't logged against the patient to ensure they stay with them as they move through the hospital. From a Customer Service perspective,indicating a response timeframe on the auto response message,would at least ensure that there complaint may not have just fallen in to a blackhole.

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Responses

Response from University Hospital Aintree

Dear Geoff, We are sorry to hear that your mother's file went missing and that your subsequent dealings with the Customer Service team have not been to your satisfaction, although we are pleased to note that your mother's care in our hospital was excellent. We will pass your comments on to the Customer Service team, however if you wish to pursue this further you will need to contact them directly. We have provided the contact details below. Thank you for taking the time to share your feedback, which is appreciated. Email: customerservice@aintree.nhs.uk Tel: 0151 529 3287/2400 Writing: Customer Services department Aintree University Hospital NHS Foundation Trust Lower Lane Liverpool L9 7AL

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