Below, please find a list of anonymised upheld complaints and the action taken by the Trust in response:
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.