Below, please find a list of anonymised upheld complaints and the action taken by the Trust in response:
Upheld Complaints-September/October/ November 2017.
The family of a patient contacted the Trust as they were unhappy with the communication from a doctor, and felt there was a lack of compassion with regards to the information that was being relayed.
The Trust apologised for the lack of compassion given and the poor communication, and recognised how distressing this was for them both. This was subsequently shared with the team to reflect and learn from.
Complaint received from mother of patient regarding the hygiene of a doctor in A&E.
The Trust apologised for the distress caused and reminded staff in A&E of the importance of clinical hygiene and protecting patients from infections.
The son of patient raised concerns regarding his mother’s discharge, and the process involved in this.
We recognised that a particular assessment should have been carried out during the patient’s admission and we apologised that this did not happen. Learning points have been shared with the ward teams.
Complaint received from daughter of a patient regarding her late father’s care at the Trust, with the question of why a particular operation did not take place.
The Trust recognised that this would require further investigations and this would be carried out by the Clinical Governance Team. We apologised to the complainant for the concern caused to her and her family during this difficult time.
The father of patient wrote to the Trust with concerns regarding his son’s cardiology treatment which has caused an impact on his son’s health.
The Trust apologised for the delays in the patient’s cardiology treatment and subsequently carried out a Root Cause Analysis Investigation to further address these concerns.
The wife of a patient contacted the Trust regarding the attitude of a doctor on Onslow Ward.
We apologised for the distress caused to the patient and their family and fed this back to Onslow ward team for reflective learning and to improve future practice.
Complaint received from a patient’s wife regarding her husband’s treatment on Frensham Ward.
The Trust recognised that there were several errors caused during this patient’s treatment and shared these with the ward and medical teams for reflective learning. We apologised to the patient and his wife and recognised the distress caused to them both.
A letter was received from a patient regarding their concern over an injury sustained during childbirth.
The Clinical Director for Obstetrics and Gynaecology, agreed to investigate the concerns raised and share the outcome of investigations directly with the patient once this was completed.
A letter of complaint was received from a patient regarding their cancelled outpatient’s appointment.
We explained to the patient why this appointment was not able to be rebooked at the point of cancellation and apologised for the inconvenience caused.
Complaint received regarding the attitude of a member of staff in the Trust’s cashier’s office.
The Trust apologised for the behaviour of the member of staff and that their encounter with the cashier’s office was not satisfactory. This was subsequently shared with the team working in the cashier’s office for reflective learning.
A patient wrote to the Trust to complain about her birthing experience and the lack of pain relief given. The patient also raised concerns about the care and treatment given following her birth.
After reviewing the patient’s medical records, the Trust advised that the care and treatment of this patient was managed appropriately, but recognised that the Maternity Unit required improvements to their current written handover process. A meeting was also offered to the patient to discuss their concerns further.
A patient contacted the Trust as they were unhappy with their experience during childbirth, particularly the care and treatment provided by the midwife and maternity team.
The Trust apologised for several errors made and recognised the distress caused to the patient. As a result of her concerns, a section of the Clinical Governance newsletter was dedicated to identity checks as a reminder to all staff of the importance of this.
The daughter of patient raised concerns about the care and treatment her mother was provided by the dieticians and the poor communication surrounding her mother’s care.
We apologised to the daughter for her mother’s experience and identified several learning points from the concerns raised. These were shared with the appropriate teams for reflective learning.
An Advocacy Service contacted the Trust on behalf of a patient regarding their care and treatment whilst an inpatient with us.
We recognised that a personal belongings check was not carried out appropriately and this was shared with ward staff as a reminder on how these checks need to be carried out in future. We recognised the distress caused to the patient and apologised for this.
A complaint was received from a patient who attended A&E and was later discharged. The patient was then diagnosed with a condition that should have been identified upon her initial presentation.
It was recognised that this complaint required further investigations which would be carried out by the clinical governance team. The patient was informed of this and the findings of the investigations would be shared with the patient in due course.
The daughter of a patient contacted the Trust regarding the care and treatment that her mother received as an inpatient here. A specific query was raised with regards to the delay in providing a CT scan.
The Trust apologised that we were unable to keep the patient as an inpatient for her CT scan and reassured the complainant that every effort was made to ensure the appropriate care and treatment was given.
A patient contacted the Trust as she had been booked an appointment that was not needed, and the distress caused due to having to sit in the same waiting area as other pregnant ladies following a miscarriage.
The Trust apologised for the distress caused and informed the patient of the current building work in the Trust to relocate the early pregnancy services to allow for a dedicated space to facilitate privacy during this difficult time. We also apologised for the incorrectly booked appointment and raised this with staff concerned.
Complaint received from a patient regarding his recent Endoscopy at the Trust and the attitude of the consultant carrying out this procedure.
We recognised that this patient’s biopsies should have been reported earlier, for which we apologised; this was also shared with the teams for reflective learning.
The wife of a patient contacted the Trust querying why her husband was not referred to another Trust sooner.
After investigating the complainants concerns, it was identified that a further investigation into these matter was needed by the Clinical Governance Team.
A patient contacted the Trust with a complaint relating to her care and treatment in Urology.
The Trust apologised for the delays in the patient’s Urology outpatient appointments and that she was not appropriately notified of the clinic delays. This was shared with the Urology team for reflective learning and to ensure that communication is improved in clinics.
Complaint received regarding inaccuracies in Ophthalmology clinic letters and the delays when attending the clinic for appointments.
We apologised to the complainant for the inaccuracies in the clinic letters and rectified these upon receipt of the complaint. This letter was resent to the patient with the corrections made. We apologised for the clinic delays and recognised the distress caused.
A patient contacted the Trust to raise concerns regarding inaccuracies in a clinic letter from Gastroenterology.
The Trust apologised for these inaccuracies, and ensured that a corrected clinic letter was created and sent to the patient and their GP.
Complaint received from a patient regarding his care and treatment and the delays in receiving correspondence from the Trust.
We recognised that there was a delay from receiving the patient’s referral, and the first appointment being booked which was due to staff absence in the department. We apologised for the issues caused and advised that extra administrative staff had been appointed to help rectify these issues.
The family member of a patient contacted the Trust regarding the care and treatment given on Onslow Ward.
The Trust apologised for the families experience and recognised the distress caused to them. A meeting was offered to the complainant with the ward staff to further discuss their concerns.
Complaint received from a patient regarding their care and treatment in the Musculoskeletal Unit and the attitude of staff in the Radiology Department.
We apologised for the attitude of the staff member and this was shared with the department for reflective learning. A further appointment was arranged for the patient in the Musculoskeletal Unit to discuss her concerns.
An email was received by an Ophthalmic Secretary regarding the behaviour of a Doctor in the Eye clinic.
The Trust apologised for the behaviour of the doctor and recognised the concern caused. The doctor’s details with the General Medical Council were provided should the complainant wish to pursue this further.
A patient’s relative contacted the Trust with concerns over the patient’s care and treatment whilst an inpatient here and the poor communication from staff during this time.
We apologised that the communication with the patient’s family was poor during their admission, and this was shared with the ward concerned to implement better communication with patients and their families in the future.
Complaint received from a patient regarding their difficulty contacting the Rheumatology Secretaries.
The Trust identified that the issue the patient was experiencing was primarily concerning an external medication provider, and apologised for the difficulties they experienced contacting the Rheumatology Secretaries.
A patient contacted the Trust to complain about her care and treatment under the care of Gynaecological Oncology.
After investigating this patient’s care and treatment pathway it was identified that a more in depth investigation was needed by the Clinical Governance Team.
The daughter of a patient contacted the Trust regarding the care and treatment her late father received on Onslow Ward.
The Trust apologised for several errors identified in her father’s care and treatment and offered a meeting to the patient’s family with the Oncology Matron to further discuss her concerns.
Complaint received from a patient regarding their experience during their admission. Specifically concerning the manner in which a procedure in Radiology was carried out.
We apologised for the patient’s experience and for the poor communication throughout this procedure. This was shared with the Radiology Department for reflective learning.
A patient was unhappy with the delay in their biopsy results being sent to them and the difficulty contacting a medical secretary in the Trust after leaving several messages.
After reviewing the patient’s medical records, we recognised that the patient should have been booked an appointment with a clinical nurse specialist, and we apologised that this did not happen. The patient was arranged an appointment in an outpatients clinic to discuss these results.
Complaint received from a patient regarding incorrect information on their discharge letter that was not reflective of their condition.
The Complaints Team arranged for the discharge letter to be amended to accurately reflect the patient’s admission. The new discharge letter was subsequently sent to the patient and their GP.
The mother of a patient contacted the Trust regarding delays in the Trauma and Orthopaedic Clinic and issues with the car parking machines.
The Lead Fracture Clinic Sister contacted the complainant by telephone to discuss her concerns with her and apologise for the delays in the clinic. We informed the patient that the Trust have made several applications to increase the number of car parking spaces we have, but that this is a lengthy process.
Complaint received from a patient regarding the delay in the Musculoskeletal Unit when attending for an outpatient’s appointment and the difficulty in rescheduling her appointments.
We apologised to the patient for the delays she experienced in clinic, and advised that unfortunately, we were unable to reschedule outpatient appointments more than once as per Trust policy.
Complaint from a patient regarding a possible misdiagnosis in A&E.
We arranged for the patient to attend A&E for a further investigation and admission and subsequently arranged an outpatient’s appointment to further discuss surgical options.
Upheld Complaints- June/July/ August 2017.
The Trust received a Complaint from a patient regarding her difficulty obtaining advice from her midwife.
The Trust has apologized for the patient’s experience and the staff involved has subsequently been informed and have reflected on their communication skills.
The father of a patient raised concerns regarding his daughter’s clinical treatment and the attitude of a Doctor.
The Trust apologised for the lack of reassurance given and the poor communication, and subsequently shared this gentleman’s concern with the team to learn from.
The partner of a patient complained regarding their partner’s treatment and lack of communication.
The Surgeon concerned has apologised for the patient’s experience and arranged to meet with the patient to discuss their concerns.
The guardian of a patient telephoned to complain regarding the communication surrounding the patient’s outpatient appointments.
.The Outpatients Manager apologised for this and spoke to the bookings team to ensure that these issues do not happen again.
Email received from complainant regarding the delay in providing medication.
The Trust recognised the delay in the department and apologised for the distress caused to the patient and offered for them to have a meeting with the medical director if required.
Complaint received about the attitude of a receptionist in the Outpatients Department when attending an appointment with their son.
The Administration Manager apologised for their experience, and advised that the receptionist has been asked to reflect on her communication with patients.
Father of a patient raised a concern regarding his daughter’s treatment and discharge.
The Trust apologised for the patients experience and ensured to review their treatment plan. We recognised an internal miscommunication error and raised this with the department concerned for them to learn from and rectify.
Husband of patient raised concerns with us regarding the nursing care on Frensham Ward.
The Trust apologised for the patient’s experience and raised their concerns with the Matron on Frensham Ward and nurses responsible for their care for them to reflect and learn from.
The mother of a patient was unhappy with the A&E consultant who saw her daughter.
.The Trust apologised and recognised there were issues to learn from, this was also raised this with the consultant concerned to reflect on and learn from.
Complaint from patient who was unhappy with their response received from PALS and was unhappy with appointment processes and policies.
We apologised for the patient’s experience, and explained the new processes and advised that we will review this system in the Outpatients Team to see if there is a better way to streamline this process.
Patient unhappy with the attitude of the midwife and the care and treatment provided when she went into labour.
We apologised for the poor experience and assured the patient that this was shared with those concerned for reflective learning.
Complaint received about the car parking system and the signs in the car park.
The Trust apologised for their experience, and advised that our third party company would be reviewing the signs and slow speed of the machines. We also advised that they are looking into a better system and ticketing measures.
The father of a patient raised concerns regarding their experience with a doctor in the A&E Department.
The Trust apologised for their experience and has spoken to the doctor involved who has reflected on his actions.
Daughter of a patient raised concerns about the nursing care on Tilford and Hindhead Wards.
We apologised for the nursing care her father received, and that the communication was below the standards we expect. This was raised with the staff involved and in ward meetings to ensure learning was shared throughout the departments.
Wife of a patient made a complaint regarding her husband’s care and treatment.
The Trust reviewed the patient’s treatment plan to ensure it was managed appropriately and apologised for the patient’s experience and for the lack of communication.
The daughter of a patient complained regarding an accident her mother had on a ward and the lack of information provided on her discharge summary.
We apologised for the lack of communication and an incident form was completed and investigated by the ward manager. We also offered to meet with the daughter if she had any further points of concern.
Complaint received from carers regarding a patient’s discharge.
The Trust has apologised for the patient’s experience and recognised there were improvements to be made on the ward concerned. A two nurse checking procedure of all medications to take home prior to discharge has since been introduced.
Patient was unhappy with the receptionist in the eye clinic.
The Trust has apologised for their experience and the receptionist’s attitude and has fed this back to the receptionist’s manager to monitor.
Complaint received from a family regarding the communication received from the doctor caring for their father.
The junior doctor apologised for this and advised that he will reflect on how he communicated with the family to ensure he manages this better in the future.
A patient complained regarding their care and treatment and lack of communication.
We apologised that their experience did not meet their expectations, and have fed this back to the doctor concerned to learn from.
Patient complained about the nursing care and consultant care during her procedure and aftercare.
.The Trust apologised to the patient that we did not meet her expectations and arranged for the patient to be seen by their consultant to address any further points of concern.
Patient complained about the car parking facilities and problems with the machines accepting cash and card payments.
.We apologised for their parking experience and assured them that the issues with the machines would be looked into.
Complaint received from patient who was discharged back to their GP after waiting a long time for their appointment.
The appointments centre recognised that they should not have been discharged from our service and the managers have fed this back to the bookings team to ensure this does not happen again.
Patient was unhappy with the delay in their procedure in their outpatient’s appointment.
The Trust apologised for their experience and arranged for the patient to be seen by the consultant in clinic to discuss his concerns with him fully.
Complaint from patient regarding the time took for an internal referral to be typed.
We apologised for the delay and addressed this with the department concerned who put in measures to ensure this does not happen again.
Daughter raised a complaint about the delay in providing investigation findings to her mother.
We apologised for this and sent a copy of the findings to the complainant.
Daughter complained regarding her father’s care and discharge.
The Trust apologised for her father’s experience and fed this back to the Emergency Department Team.
Patient complained regarding the treatment they received from a Traineee GP and Registrar.
The Trust apologised for their experience and recognised that the clinic letter should have correctly stated who the patient would be seeing that day and fed this back to the bookings team to rectify.
Complaint raised by family who received a clinic letter for a member of their family that had passed away.
The Trust apologised for this and recognised the distress caused. We then ensured to update our hospital records accordingly.
Friend of a patient complied regarding the poor attitude of a Health Care Assistant.
Millbridge Ward apologised for this and recognised there was learning to be had from this experience. This was fed back to ward staff concerned to reflect and learn from.
Complaint from a patient unhappy with the results of their operation.
The consultant in charge of the patient’s care arranged to see them in clinic and subsequently responded to all of their concerns.
Patient unhappy with the outcome of their clinic appointment and had difficulty contacting secretaries.
The Trust apologised for this and for their difficulty in contacting the secretary’s. This was fed back to the Speciality Manager to ensure processes were put in place to cover the secretary’s telephones during times of sickness and absence.