"I found the auxilliary staff and ..."

About: Darlington Memorial Hospital

(as the patient),

What I liked

I found the auxilliary staff and nursing assistants are all very friendly and caring.

What could be improved

When things go wrong those in charge look for someone to blame, and do not use each as an opportunity to learn and gain best practice.

Patient needs are not taken into consideration and professional staff make patients fit the treatment, and not as it should be the treatment fitting the patient.

Anything else?

The Complainrts procedure to put it simply is a joke.

Questions and complainsts are never answered, no one owns up if things goes wrong and no committement to learn or improve is made.

In particular generic terms are used to answer complaints, this makes it look like complaints are not being investigated properly, even if they are.

I believe the whole Trust needs investigating, staff moral is particularly low, especially the nursing staff, who are expected to work harder to cover for absent collegues, this produces more stress and in the end the patient experience is not what it should be.,

people screaming for pain relief, old people being left in dirty bedding, blood left on tables and walls and even bedding.

I have resisted mentioning any particular ward as I have been on many over the last few years.

I have only made one complaint and the response to it shows how much the complaints procedure doesnt respect patients, It is clear the complaints team is there to protect the Trust and not to learn and improve situations when they go wrong, the sooner the situation is investigate externally the better.

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Responses

Response from Darlington Memorial Hospital

Thank you for taking the time to share your comments. I am sorry to hear that you have had a negative experience. Complaints are an important source of feedback about the quality of our services and the Trust has a thorough and effective process for investigating complaints, all of which are treated seriously. Once a formal complaint has been made, a timescale for the investigation will be agreed and the Trust is one of the few in the country to meet this timescale 100% of the time. I would like to invite you to contact the Patient Advice and Liaison Service on 01325 743887 so that we can discuss your concerns in more detail.

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