"Complaints about the treatment of my mum"

About: Drumchapel Hospital

(as a carer),

I feel it's pointless complaining. Following my mum's move to another ward within Drumchapel Hospital, I met with the Lead Nurse and asked to meet with her, just for 10 minutes, to share a number of, what I felt were serious issues about my mums care within the hospital.

I was to frightened to discuss these issues whilst my mum was still being cared for by the nurses I wished to complain about. The lead nurse agreed to meet after I gave her the example of my mum shouting my name for me to help after a nurse had partially jammed my mum on her left side on the edge of the bed, with said nurse shouting at my mum to stand up, all soon after a hip replacement. I went behind the screen and needed to assist my mum into bed.

Anyway, despite three appointments to meet the Lead Nurse for this service she failed to appear on any of these occasions with the third appointment just being cancelled, and this was to discuss numerous concerns, one of which I have detailed.

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Lorna Gray, Patient Experience, Public Involvement Project Manager, NHS Greater Glasgow and Clyde

Dear bertie111,

Having read both this and your earlier post, I would ask that you get in touch with me directly so that we can look into this in more detail for you. My email address is lorna.gray@ggc.scot.nhs.uk and it would be of great help in taking this forward for you if you could get in touch.

Kind Regards,

Lorna

  • bertie111 doesn't think this response is helpful
    {{helpful}} of {{totalOthers()}} other people think it is helpful

Update posted by bertie111 (a carer)

Dear Lorna,

What would help take this forward would be if you could add a link here for any inspection and subsequent report that has ever been carried out within Drumchapel Hospital over the past ten years. It would also be helpful if you could advise who is the statutory external agency with responsibility for inspecting Drumchapel Hospital. I look forward to receiving this information.

Kind Regards

Response from Lorna Gray, Patient Experience, Public Involvement Project Manager, NHS Greater Glasgow and Clyde

Dear bertie111,

Healthcare Improvement Scotland are the body responsible for carrying out inspections of healthcare services. There is more information about this aspect of their work on their website: http://www.healthcareimprovementscotland.org/our_work/inspecting_and_regulating_care.aspx

There have been no inspections carried out within Drumchapel Hospital.

I would like to reiterate the offer to you to contact me so that we can address this for you in a more meaningful way. However, if you feel that you would like to take your concerns forward in a different way, it may be helpful to you to contact our Complaints Department on either 0141 201 4500 or by email at complaints@ggc.scot.nhs.uk.

Kind Regards,

Lorna

  • bertie111 doesn't think this response is helpful
    {{helpful}} of {{totalOthers()}} other people think it is helpful

Update posted by bertie111 (a carer)

Dear Lorna, Thanks once again for you response, but I would prefer to keep any communication public and on Patient Opinion so that members of the public can read it.

I am surprised that you mention Health Care Improvement Scotland in your reply and was wondering if you have you ever read this: "We believe that every person in Scotland should receive the best Health Care possible every time you come into contact with your health service."

That's actually the welcoming paragraph on the official Health Care Improvement Scotland website which has the lead role for inspecting hospitals in Scotland. So it surprised me on two levels, one being that you mention it when in fact over the past ten years Drumchapel Hospital has never been inspected, not once. But also that this opening paragraph on the Health Care Improvement Scotland suggests that "every person" receives the best health care, when in fact the residents/ patients of Drumchapel Hospital clearly do not receive any protection from any outside agency.

I note that as of Feb 2015, Drumchapel Hospital has received an Improvement Notice from Glasgow City Food Hygiene.

Once again I would reiterate that there is no point in raising concerns about this hospital as it seems no one is interested in doing anything about it not even the lead inspection agency. What I would say to members of the public is that if you have a family member or relative within this hospital, visit as often as possible and record every event of poor care or interaction with staff about incidents. The Care Quality Commission has released guidance about using recording equipment to monitor someones care which overall helps push up standards.

Kind Regards

Response from Healthcare Improvement Scotland

Dear Bertie111,

We are very sorry to hear about you and your mother's experience and thought it worth posting this note to let you know that we do take very careful note of public complaints and comments about services being provided as it helps inform where we go to inspect. Our remit has been initially to inspect the care of older people in acute hospitals and we are now working to develop inspections on the care of older people in Community Hospitals. I appreciate you would like to keep communication in the public domain however I would also be happy to speak directly with you and my number is 0131 623 4313.

Jacqui Macrae, Head of Care and Service Review

Healthcare Improvement Scotland

  • bertie111 thinks this response is helpful
    {{helpful-1}} of {{totalOthers()}} other people think so too