"Serious doubts over standard of care/treatment;..."
About: Lister Hospital Lister Hospital Stevenage SG1 4AB
What I liked
Daughter admitted by ambulance following a fall where she had been knocked unconcious and was seen promptly.
Rudely spoken to by member of nursing staff who then removed her name badge.
Nursing staff refused to accept that I was father (I arrived in the ambulance with my daughter) until I half carried my daughter from waiting room (to where she had been discharged) for her to identify me.
Member of nursing staff carried out a procedure for which she stated she was not trained.
Several days later daughter advised by Lister to attend QEII where the original procedure was 'corrected' after 3 hours treatment.
A&E notes sent to GP were not accurate omitting a serious head injury. We requested a copy of the notes only to be told that these are not made available to patients, however the hospital used their discretion and released notes. Not sure of the accuracy of the statement by the Lister that patients cannot see notes sent to GP.
No time scale for complaints to be dealt with other than to respond as quickly as possible, usually within 25 working days (5 weeks).
No named member of staff deals with complaint; all complaints dealt with by a 'team'.
It is now over 2 weeks since my written complaint and not one of the questions raised has been addressed. Even my request to thank the ambulamce staff would appear to have been ignored.
The management of the Lister need to adopt a more professional approach to the important service they provide to the local community and take notice of comments made by service users.