"Serious doubts over standard of care/treatment;..."

About: Lister Hospital

What I liked

Daughter admitted by ambulance following a fall where she had been knocked unconcious and was seen promptly.

.

Anything else?

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.

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Responses

Response from Lister Hospital

Thank you for your feedback, which we have discussed with our colleagues in the Trust's complaints team. We're sorry that your experience of the Lister's A&E service in terms of your daughter’s care was not as good as you would have liked. Your formal complaint has been received and is now out for investigation. Whilst we accept your frustration, this process does take a little time to ensure that you get the right answers to all the concerns raised - rather than potentially partial answers to individual issues one at a time. You will know this already, of course, as there have been multiple communications between you and our complaints team.

On the point of our complaints handling service, it is exactly that - a team. They work together in helping to resolve complaints and ensure that responses are issued within the specified timeframe. Complaints are often complex and require the co-ordination of information from several sources for pulling together in to a final response for a complainant. Our team has provided you with a timescale by when the response to your complaint will be issued - 25 working days from the latter being received.

Also as your daughter is an adult and not a child, the Trust is obliged to provide medical records directly to her and only to other parties involved with her permission. As you say in your comment, you have now been supplied with this information and we hope that you find it helpful.

The Trust takes all of its managerial responsibilities very seriously and whilst we can see that you are not happy with how your complaint is being handled, we will continue to do our best to ensure that you get a full and detailed response to the important issues you've raised following your daughter’s care at the Lister's emergency department following back in early November. Where a need to change practice or address the behavioural standards of individual staff is required, then action will be taken.

Finally, we have passed on your thanks to the ambulance service as requested.

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