"Poor care of patient property and extremely poor attempts at compensation"

About: Royal Stoke University Hospital / General medicine

(as a relative),

My Brother in law was admitted to UHNS West Building and was moved from ward to ward several times. He had dementia so this was very unsettling for him. They also managed to lose his slippers and razor during these moves, which would not be a big deal apart from the fact that these were familiar things that he recognised and was very distressed about their loss.

Complaints to the ward and complaints to PALS did not result in the articles being found, so a claim form was completed in Feb, to recover their cost. My Brother in law was moved to Bradwell where he subsequently died.

Many, many complaints to PALs and to CCG and UHNS still have not paid out this compensation, causing his wife yet more distress as she wants closure. 6 months to write a cheque and put an end to relatives suffering is simply beyond a joke.

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Response from Nick Clowes, Senior Communications Officer, Communications, University Hospitals of North Midlands

Dear ‘angry carer’

Thank you for taking the time to give us your feedback.

We are sorry that you feel dissatisfied with the care your brother -in-law received.

If you would like to re-submit your query to the PALS team, they will be more than happy to look into the issue for you.

The contact details for the team are as follows:

Telephone: 01782 676450 or 01782 676455 or email: patient.advice@uhns.nhs.uk

Kind regards

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Update posted by angry carer (a relative)

We finally received the cheque for the missing items on 16th Aug. after numerous emails and telephone calls from Karen Wood, Patient Liaison Officer for Midlands and Lancashire Commissioning Support Unit. Without her help I do not think we would have ever received this money. How long does it take to sign a cheque and write a letter of apology? We have the cheque, but no letter of apology for the unacceptable delay.

Such a lot of distress to a lady who had already lost her husband to "hospital acquired" problems, a lot of personal and professional time wasted on what should have been a straight forward 5 minute job. This incident does not inspire confidence in UHNS's ability to deal with problems.