"No response to complaint"

About: Royal Blackburn Hospital

When you telephone Blackburn hospital there is a recorded message telling you that we care for our patients and to tell them if you have a complaint. My husband was treated long term over a period of 9 weeks resulting in hospital induced infection of pneumonia and sepsis resulting in his death after a rapid discharge. After sending an email containing a report of his treatment I have heard nothing after 1 week. Obviously I will have to take this further with an actual written report being sent to the relevant NHS department. Even though I tried to get my husband the correct treatment and attention Blackburn hospital has a lot to answer for with lack of communication to relatives at the top of the list.

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Responses

Response from Royal Blackburn Hospital

Dear Anonymous Many thanks for your feedback on your experience of our Urgent Care Centre and what I assume to be some other wards at Royal Blackburn Hospital, and thank-you for taking the time to do so. I will make sure your concerns about communication are passed onto the complaints team who I am assuming your initial contact has gone to and can only apologise that it has been a week without any response to you. It would be useful for me to know who you sent your original email to so that I can try and trace where this is within our system. Could you possibly contact me on the email below or the phone numbers so that I can try to find out? I am in and out of the office this morning (10th Nov) but will call you back if you can possibly give me a contact for yourself either by email or phone? I am very sorry to hear that your recent experience with us around the care for your husband wasn't what you expected as we always strive to deliver safe, personal & effective care. Finding out the elements of our care which have not met expectations can be valuable for us so that we can try to improve things for every patient visiting our hospitals and services. You can either contact me (Wendy Stobbs) on 01254 734471/ 01254 733704 or 01282 804686, or email me on wendy.stobbs@elht.nhs.uk. Or if you prefer you can discuss further any concerns you may have about our services with our Customer Relations team on 01254 733700 or complaints@elht.nhs.uk who can advise you of your options in raising these concerns further. If you have logged a complaint already with us this would be the contact number to ring to understand where this is up to within the department. regards Wendy Stobbs, Patient Experience Facilitator

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