"Cannula not secured properly"

My son was admitted for a serious viral infection and was picked up by an Ambulance crew who arrived on time and were very helpful.

My son was in for 2 days while he recovered, during that time he was given antibiotics via his cannula in his arm. The second day the nurse tried to administer the antibiotics but my son started crying and was in a great amount of pain, he pulled away and refused to let the nurse near him.

The nurse removed the bandage to find that the cannula had not been secured properly when the ambulance crew had put it in, the nurse offered 2 solutions, put another cannula in his arm or do it via a needle. My son cowered at hearing they were going to do either and I had to make the horrible choice plus hold my son while they did it, after my son was crying so much he nearly threw up.

I complained and received a letter today explaining that the mistake was the paramedic hadn't passed on the information that the cannula needed securing properly hence why my son was put in this situation, but not to worry as the medic will learn from this mistake and my feedback was welcomed as they try to improve the service!

Great, so I assume passing on information should pretty much be taught before letting people give anyone care as their small mistake which they are being so casual about in the report to me has now had a profound effect on my son now as he will not go to the doctors. If he starts to cough he says ''I'm not ill don't send me to hospital dad''. Our son will not tell us if he is feeling ill as he is scared they will inject him or hurt him. I now have to deal with now and comfort my son about this for years to come, but they think a fancy letter explaining how my feedback was helpful and the medic will learn is disgusting and so formal.

I can't show my son that letter and put his mind at rest as the effect has been put in place already. I now have to go to the Ombudsman to solve this issue as Sunderland Royal Hospital and the North East Ambulance Service think a Chief Executive saying that thanks is enough.