Upheld Complaints

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

Upheld complaints - June, July and August 2020

The Trust received a complaint from a patient regarding a clinic letter he received following his telephone consultation with the Respiratory Team. The patient raised concern that the letter contained a number of inaccuracies and queried if the Consultant had confused him with another patient.

We apologised that the patient received an inaccurate clinic letter and provided assurance that his personal details had not been sent out to anyone else. It was identified that this shortcoming was due to human error and a new clinic letter was typed and sent out to the patient.

 

Two complaints were received from patients regarding the inappropriate behaviour of a doctor in the Emergency Department.

The Trust apologised to the patients for their experiences and we assured them that they would not be seen by the doctor again for their future care. The complaints were bought to the attention of the Deputy Medical Director who in turn shared the complaints with the doctor concerned for reflection and learning.

 

The Trust received a complaint from the father of a patient regarding the attitude of a Porter. The complainant raised concern that the Porter displayed aggressive behaviour and refused to show his ID badge.

The Trust apologised for the behaviour of the Porter and provided assurance that the appropriate HR processes would be implemented.

 

The Trust received a complaint via the Patient Advice and Liaison Service (PALS) from a patient regarding the medical advice that they were given by a Doctor during an antenatal telephone consultation.

The Trust apologised for the patient’s experience and assured her that this had been shared with the Doctor concerned for reflection and learning. The patient’s care was transferred to another Consultant and she was informed of this via a telephone call.

 

A complaint was received from the son of a patient regarding the care and treatment that his mother received at the Trust prior to her death. The complainant raised concern that his mother’s chemotherapy was stopped due to COVID, her fractures were not treated, her fall was not investigated and he queried what her cause of death was.

The Trust apologised for the lack of communication and the subsequent distress that this caused. We provided assurance that the patient’s chemotherapy was not stopped due to COVID and was a natural pause in her treatment. All of the complainant’s questions and concerns were answered in detail in a response letter.

 

A complaint was received from the wife of a patient regarding the lack of communication between the Rheumatology Department, Health Care at Work and the patient. This resulted in the patient running out of his essential medication.

The Trust apologised that the complainant's communications with the Rheumatology Department were not responded to and explained that this was due to illness across the Rheumatology Team at the time. We provided assurance that the drug efficacy would not have been affected by the omission.

 

A complaint was received from a patient regarding the care and treatment that she has received from the Trust following the miscarriage of one of her twins. The patient raised concern that she was not offered the appropriate support and that she was not given the opportunity to raise questions with the team

The Trust apologised for the patient's experience and for the lack of information and support given to her by the Early Pregnancy Assessment Unit (EPAU). The Trust confirmed that the treatment provided was appropriate and the doctor involved in the patient’s care apologised for any distress caused by his manner.

 

The Trust received a complaint from the wife of a patient regarding their experience in the Emergency Department. The complainant raised concerns regarding poor communication, the attitude of a Nurse and the potential exposure to COVID.

The Trust apologised for their experience and assured them that their correspondence had been shared with the wider team in the Emergency Department to promote learning and behavioural changes. We explained that the department is currently undergoing a transformation project to improve the streaming and registration processes which we hope will mitigate instances like these reoccurring in the future.

 

The Trust received a complaint from a patient regarding the injury she sustained during her routine fibroscan appointment as a result of a fault with the examination couch in the consultation room.

We apologised to the patient and assured her that the couch was removed from use immediately after her accident before being repaired and undergoing full operational testing. We explained that the couch had passed all relevant Health and Safety Checks but recognised that the patient should have been advised to sit in the middle of the couch before lying down.

 

A complaint was received from the wife of a patient regarding the care and treatment that her husband had received in the Emergency and Oncology Departments.

The Trust apologised for their experience and recognised that this is not the standard of service that we aim to deliver. The Lead Nurse for the ED provided a number of actions that will be taken to ensure that this does not happen again to future patients, including learning and reflection for the staff concerned.

 

A complaint was received from the fiancée of a patient regarding the inadequate care and treatment given by the Maxillofacial Department. The complainant raised concerns that she felt that this had jeopardised her fiancée’s life expectancy and sought an urgent review of his case.

This case was discussed at our Executive Patient Safety Meeting and was declared a Serious Incident. The complaints case was therefore closed to allow our Clinical Governance Facilitators to conduct a thorough investigation into the case and will report back to the patient and his fiancée once this is completed.

 

The Trust received a complaint from a patient via the Bowel Cancer Screening Hub regarding her bowel screening results. The patient raised concern regarding the test kits that had been sent to her and that her medical records may be inaccurate.

The Trust explained the issues that occurred with the test kits and apologised for the confusion that had been caused. We informed the patient that we could amend her records accordingly with her permission and provided the contact details for this to take place.

 

The Trust received a complaint from a patient via the Surrey Heartlands Clinical Commissioning Group (CCG) regarding the care and treatment that she had received from the Gynaecology Team and the delays surrounding her surgery.

The Trust apologised for the patient’s experience and recognised that the current triaging processes within the Gynaecology Department required improvement. We assured the patient that a new process was being implemented and that the learning from her complaint had been anonymously shared with the wider team to ensure that instances like these do not reoccur in the future.

 

The Trust received a complaint from the parents of a patient regarding the four month delay in her x-ray being reported. The parents had received an investigation report from the Trust pertaining to this matter but did not feel that the outcome was satisfactory.

The Trust apologised for the delay in reporting the patient's x-ray and explained the mitigating actions that have been put in place to ensure that it does not happen again including; employing an additional Paediatric Consultant Radiologist, employing an additional Consultant Radiologist, any abnormal results being flagged immediately to the referring clinician and their secretary, any backlogs discussed at a weekly reporting meeting and a new system being implemented.

 

Please note: This list is not finalised as there are still some cases open from this time period that require an outcome. These will be added in due course if they are upheld.

Upheld Complaints - March, April and May 2020

The Trust received a complaint from the partner of a patient regarding the care and treatment that the patient had received in the Emergency Department when she suffered a miscarriage. The complainant raised concern that the doctor who cared for her was unhelpful, vague and unclear.

The Trust apologised for the distress caused to the complainant and his partner as a result of their experience at the Trust. Explanations were provided as to the events that occurred and we assured the complainant that his concerns regarding the attitude of the staff members he encountered had been discussed with them for reflection and learning.

 

The Trust received a complaint from a patient regarding the attitude of a doctor in the Trauma and Orthopaedics Department.

The Trust apologised for the patient’s experience and assured her that her complaint had been shared with the doctor concerned for reflection and learning and that this had also been bought to the attention of his Clinical Supervisor.

 

A complaint was received from the daughter of a patient regarding the care and treatment that her father received at the Trust following a stroke.

This complaint was discussed at our Executive Patient Safety Meeting and it was decided that a further investigation would be carried out by our Clinical Governance Team. The initial investigation is now complete and our report has been drafted and will be shared with the family once finalised.

 

A complaint was received from the wife of a patient regarding the care and treatment that her husband received at the Trust prior to his death. The complainant raised concerns regarding the attitude of the Nursing Team in the Emergency Department (ED) and miscommunication in the Intensive Care Unit.

The Trust apologised for the behaviour of the staff members in the ED and assured her that the importance of professional presentation had been fed back to them. We also apologised for the miscommunication she experienced in our ICU and recognised the distress that this caused.

 

The Trust received a complaint from the daughter of a patient regarding her father’s missed stroke diagnosis. The complainant raised concern that her father received inadequate assessments and was given inappropriate medications.

This complaint was discussed at our Executive Patient Safety Meeting and it was decided that a further investigation would be carried out by our Clinical Governance Team. The initial investigation is now complete and our report has been drafted and will be shared with the family once finalised.

 

The Trust received a complaint from the wife of a patient regarding her husband’s knee surgery. The complainant raised concern that the patient was prepped for theatre and was then told by the Lead Consultant that his surgery would not be required.

The Trust apologised for the distress caused and explained that in light of the patient’s experience, the processes within the department have been reviewed and the need for Clinical Fellows to discuss every case listed or surgery with the Consultant in charge has been reinforced.

 

A complaint was received from a patient regarding the care and treatment that she has received under the care of the Gynaecology Team. Specifically; difficulty obtaining antibiotics, lack of investigation into her complications and an injury caused to her ureter during her hysterectomy.

The Trust apologised that the patient's discharge letter was not completed in a timely manner and as a result, she had difficulty obtaining her prescriptions. We assured the patient that this had been fed back to the Junior Doctors to reflect on. We apologised for the damage to her ureter during surgery, and  explained that the damage she sustained during her hysterectomy though regrettable, was a recognised complication of this type of surgery and assured her that her surgeon was a very experienced clinician.

 

A complaint was received from a patient regarding an outpatient appointment that was booked for her in error by the Maxillofacial Department. The patient called to inform the team that this appointment was not required and still received a letter stating that she would need to be seen

The Trust explained that as we had received a second referral from the patient's GP, another appointment was booked for her which we subsequently recognised was not required. We apologised for the confusion and assured the patient that a note had been added to her records to state that she had not missed any of her appointments.

 

The Trust received a complaint from a patient regarding the conduct of a doctor during her appointment in the Oncology Department. The patient raised concern that the doctor watched her undress whilst the door was locked and she has queried if the examination was necessary.

The Trust apologised for the patient's experience and recognised that the doctor did not follow Trust guidance as he did not offer her a chaperone. We provided assurance that the patient did require further examinations as per the Breast Cancer National Guidelines. We also advised that in future, all patients will be offered chaperones to ensure that instances like these do not reoccur.

 

The Trust received a complaint from a patient regarding the delays she has experienced in the Eye Clinic.

The Trust apologised for the delays the patient experienced in the Eye Clinic and explained that unfortunately, a clinic list was still running for a doctor that had recently left the Trust. These patients had to be absorbed into the other clinics running that day which in turn, caused delays. We provided assurance that this issue has now been rectified.

 

A complaint was received from the daughter-in-law of a patient regarding their outpatient appointment in St Luke's Cancer Centre. They raised concern that the doctor had not checked the patient’s test results; they left the room several times to speak with a Consultant and appeared out of their depth.

The Trust apologised for the distress caused during the consultation and recognised that this is not the standard of service that the Trust aims to deliver. It was recognised that as the clinic was running late, the doctor had not taken the time to familiarise themselves with the patients’ medical records and we provided assurance that the importance of this had been fed back to them for reflection and learning.

 

The Trust received a complaint from a patient regarding a telephone consultation that had been booked for him in the Urology Department, despite previously informing us that his is deaf. The patient expressed frustration that his deafness has not been appropriately recorded on the relevant systems

The Trust apologised that the patient was booked a telephone consultation, despite having informed staff that he has a hearing impediment. We provided assurance that this was appropriately recorded in his records and that the staff member concerned had been reminded of the importance of checking all patient details before booking any appointments.

 

A complaint was received from the granddaughter of a patient regarding the care and treatment that her grandmother received at the Trust. The complainant raised concern that her grandmother had been moved between wards several times despite her vulnerability.

The complainants concerns were addressed through a telephone call with the Acting Divisional Head of Nursing. During this telephone call, the complainant was informed of our blue ribbon 'do not transfer scheme' and she was assured that it would be written in her grandmother's notes that this scheme should apply to her for any future admissions.

 

Upheld complaints - December 2019 and January, February 2020

Complaint received from a patient regarding her experience in the Gastroenterology Department. Concern that her referral was not appropriately sent to another Trust, her telephone messages were not responded to and she had not been seen in clinic for several months.

The Trust apologised that the patient’s follow up appointment was not arranged in a timely manner and an appointment was subsequently booked for her. We informed her that the issue had been highlighted to the Divisional Management Team and assurance was provided that the team are working hard to reduce the waiting lists by providing additional clinics.

 

The Trust received a complaint from a patient regarding a follow up appointment that had not been booked to discuss her MRI scan. The patient also raised concern that she had received insufficient information regarding her condition and neither her or her GP had received a copy of the MRI report.

The Trust apologised that the patient’s enquiry was not answered promptly when she contacted the Patient Advice and Liaison Service and recognised that this was due to the response letter being sent by internal mail and not electronically. This was fed back to the Assistant Specialty Manager for the Department to ensure that instances like these do not reoccur going forward. The patient’s outstanding concerns were addressed in an outpatient appointment with her Consultant.

 

Complaint received from the family of a patient regarding the care and treatment that she received at the Trust prior to her death.

This case was discussed at the Executive Patient Safety Meeting and was declared as a Serious Incident. The report has now been shared with the family and the Coroner and apologies were given for poor communication.

 

The Trust received a complaint from a patient regarding the care and treatment that she had received at the Trust. The patient raised concern that her results and reports had been lost.

The Trust apologised for the delay in the patient’s test results being reported and for the miscommunications that had occurred. We provided assurance to the patient that the results of her tests were normal.  

 

A complaint was received from a patient regarding the attitude of a Doctor during her inpatient stay at the Trust.

The Trust apologised for the patient's experience and assured her that this had been shared with the doctor concerned who reflected on her experience with the support of their Clinical Supervisor.

 

A complaint was received from the husband of a patient regarding the care and treatment that his wife had received in the Neurology Department.

The Trust apologised that the patient was not provided with an appointment in a timely manner and assured the complainant that this had been shared with the teams for reflection and learning.

 

The Trust received a complaint from a patient regarding the difficulties he experienced with the payment machines in the car park. Concerns were also raised regarding signage in the Emergency Department and the Reception Staff he met on his arrival.

The Trust apologised for the patient’s experience in the car park and that there were broken payment machines. The patient’s feedback regarding signage was taken to the Trust wide wayfinding exercise and he was assured that the Reception Staff in the Emergency Department would be receiving additional training to ensure that the check in process for patient’s is as efficient as possible.

 

The Trust received a complaint from a patient regarding the complications she experienced following her procedure under the care of the Gynaecology Team and the lack of information she was given regarding the procedure. The patient felt that her Consultant was dismissive of her concerns when she raised them with him.

The Trust identified that the potential risks of the procedure were not discussed with the patient for which we apologised. We also identified that leaflets that should have been provided to the patient were not and this was shared with the Divisional Management Team for reflection and learning.

 

A complaint was from the father of a patient regarding the treatment his son received at the Trust after he lost his teeth in an accident.

The Trust apologised that the patient was not appropriately referred to see the Maxillofacial Team and recognised that this should have happened. As a result of the complaint, a poster was created and displayed in the Emergency Department for triage nurses to follow to ensure that patients who present with an injury like this in the future are treated appropriately. In addition, the Clinical Director for the Department will be adding a section to the departmental induction pack for Doctors specifically relating to Ear, Nose and Throat and Maxillofacial referrals.

 

We received a complaint from a patient who felt that a Gynaecologist at the Trust lacked empathy and did not appropriately listen to her concerns.

An apology was given to the patient regarding the doctor’s manner and we provided assurance that they had reflected on this and learnt from her experience.

 

The Trust received a complaint from the wife of a patient regarding her husband’s discharge from Haslemere Hospital, the treatment he received during his inpatient stay at the Trust and the attitude of a Porter.

The Trust apologised for the incident involving a Porter and assured the complainant that the appropriate HR action had been taken. Each of the concerns raised in the complainant’s letter were addressed in turn in a written response.

 

A complaint was received from the wife of a patient regarding the care and treatment that her husband received during his inpatient stay at the Trust. Concern was also raised that her husband’s regular medications were not administered.

The Trust apologised for the shortcomings identified in the patient’s care and we provided assurance that this had been discussed with the staff members concerned. It was identified that there had been a drug error during the patient’s admission due to poor communication between staff members and this was reported and investigated via our internal incident reporting system, Datix.

 

The Trust received a complaint from a patient regarding his outpatient appointment that had been cancelled without him being informed.

The Trust apologised that the patient’s appointment was cancelled at late notice and that despite leaving voicemail and text messages with the patient, they were not received. We explained that we had unfortunately been unable to find another clinician to cover the clinic and asked the patient to contact our Complaints Team to ensure that we had the correct telephone numbers on record for him.

 

A complaint was received from the daughter of a patient regarding the care and treatment that the patient had received in the Emergency Department with concern that multiple injuries were missed.

The Trust reviewed the patient’s healthcare records and advised that of the multiple clinicians that saw the patient, no head injury could be found and therefore no head scans were indicated during her initial attendance. We apologised for the distress caused.

 

The Trust received a complaint from the mother of a patient regarding her son’s blood tests which were lost twice.

The Trust apologised that the patient’s bloods had to be taken twice and we advised that unfortunately, due to the time that had lapsed between this incident and the time that the complaint had been raised with us, we had been unable to ascertain exactly why this had happened. We assured the complaint that this had been logged on our internal incident reporting system, Datix, to be looked into further and apologised for the distress caused to the patient.

 

A complaint was received from the wife of a patient regarding her husband’s discharge from the Trust.

The Trust apologised that there were issues surrounding the patient’s transport arrangements and we recognised that this issue should have been resolved internally at the time. The ward teams were reminded of the importance of ensuring that patients are appropriately dressed in the clothes provided for them to travel home in.

 

The Trust received a complaint from a patient regarding his misdiagnosis in the Emergency Department. The patient raised concern that as a result of the misdiagnosis, his health was put at significant risk and damage was caused to his heart and lungs.

The Trust apologised that the correct diagnosis was missed during the patient’s attendance and explained why this had occurred. Assurance was provided to the patient that his correspondence had been shared with the doctor who treated him for reflection and learning.

 

The Trust received a complaint from the husband of a patient regarding the attitude of a doctor.

We apologised for the complainant and patient’s experience and recognised that there were errors in the patient’s booking pathway and misunderstandings by the Clinical Team. We explained that the appointment booking process had undergone significant changes in the past year and that we hope that with the introduction of a new electronic system, it will improve the way that the current referral and booking system is managed.

 

A complaint was received from a patient regarding the waiting times he had experienced for his surgery. The patient raised concern that he had passed the 18-week deadline and did not receive a response from the Patient Advice and Liaison Service (PALS) when he contacted them.

The Trust apologised for the delays the patient had experienced in receiving a date for his surgery and explained why this had occurred. The patient was subsequently provided with a date for his surgery.

 

The Trust received a complaint from the daughter of a patient regarding the care and treatment that her father received at the Trust prior to his death. Concern was raised that she was given little to no information regarding his treatment and diagnosis.

The Trust apologised for the communication issues surrounding the patient's treatment and explained why it was necessary for the Pharmacy to contact the patient's family at home to discuss his medications. It was explained that the patient suffered from a rare complication and as such, it would have been extremely difficult for staff to have identified this.

 

A complaint was received from a patient regarding his outpatient appointment in the Maxillofacial Department. The patient raised concern that he had travelled over 20 miles for his appointment only to be informed that his results were not back yet and could not be discussed.

The Trust apologised for the patient’s experience and explained that in light of this issue, telephone clinics had been introduced to prevent unnecessary journeys to the Trust. The patient was subsequently booked into one of these clinics to discuss his results.

 

The Trust received a complaint from a Welfare Support Worker regarding a patient who was discharged with a cannula in his arm and his DRN form was not returned.

The Trust apologised for these shortcomings and recognised that this had fallen short of the service that we aim to provide. We provided assurance to the complainant that this had been fed back to the teams concerned for reflection and learning.

 

A complaint was received from a patient regarding the delays he had experienced in the Cardiology Department. The patient raised concern that he did not receive his results for several months, he had still not been seen by a Consultant and his telephone calls were not answered.

The Trust apologised for the distress caused and provided explanations of the action that had been taken by the Cardiology Department following their recent Quality Improvement Event. A telephone consultation was arranged for the patient.

Upheld Complaints September, October and November 2019

The Trust received a complaint from a patient regarding a misdiagnosis. He later attended an outpatient appointment and was admitted for inpatient care.

This was declared as a Serious Incident and is being investigated by our Clinical Governance Facilitators.

 

The Trust received a complaint from a patient regarding the care and treatment that she received in the Emergency Department in 2017. Concern that her symptoms were not taken seriously, she was misdiagnosed and was discharged twice before she was eventually admitted.

We apologised that the shadowing on the x-ray was missed during the patient’s initial admission which subsequently resulted in a further admission. The patient was assured that her complaint had been shared with the team anonymously and that they were reminded of the importance of clear communication.

 

A complaint was received from a patient who raised concerns as to whether her cancer diagnosis was correct and whether the subsequent surgery was necessary.

This was declared as a Serious Incident and is being investigated by our Clinical Governance Facilitators.

 

A complaint was received from the daughter of a patient with several concerns regarding her mother’s discharge from the Trust.

We apologised that the patient’s discharge plans were not appropriately documented in her medical records and for the subsequent effect that this had on the complainant and her family. We also recognised that the patient’s destination should have been checked prior to discharge and this was fed back to the ward team for learning and reflection.

 

The Trust received a complaint from the wife of a Consultant with concerns that there had been a breach in her confidentiality.

The complainant was assured that her personal data had not been accessed by her husband and that only the appropriate staff had accessed it.

 

A complaint was received from the brother of a patient who raised concern that his brother was discharged from the Emergency Department despite being in significant pain and had a loss of feeling and movement in his legs. It was later identified that he had broken ribs and broken wrists.

This was declared as a Serious Incident and is being investigated by our Clinical Governance Facilitators.

 

The Trust received a complaint from a patient regarding the nursing care that she received on Compton Ward following her hysterectomy. She raised concern that she was left in discomfort for 12 hours and she was not given a follow-up appointment when she was discharged.

The Trust apologised for the delay in inserting a catheter following the patient’s surgery and explained that following pelvic floor surgery, it is not unusual to experience difficulty urinating.

 

A complaint was received from the mother of a child with concern that her ex-partner had gained access to the ward that her and her child were staying on and that he was not asked a password to enter.  Further concern was raised that he had managed to access the child’s medical records which contained the mother’s contact telephone number.

The Trust apologised that the mother’s contact telephone number was contained within the notes that were released to her ex-partner and recognised the subsequent distress that this had caused. We identified that as the ex-partner had been invited to the ward by the mother herself, the password system was not valid. The Trust was duty bound to report this due to the molestation order that was in place.

 

The Trust received a complaint from the daughter of a patient regarding the care and treatment that her father received prior to his death.

The Trust apologised for a catalogue of errors and recognised the distress caused as a result of the patient and family's experience. We assured the complainant of all the actions taken to ensure that instances like these do not reoccur.

 

The Trust received a complaint from a patient regarding the attitude and behaviour of a member of staff they had spoken with over the telephone.

The Assistant Specialty Manager for the department telephoned the patient to apologise for her experience and reiterated her apology in a written response. Assurance was provided that this had been discussed with the member of staff concerned for reflection and learning.

 

The Trust received a complaint from the mother of a patient regarding her son’s cancelled surgery.

We apologised for the distress caused to both the complainant and her son as a result of the difference in clinical opinion given in the Emergency Department and subsequently by the Urology Surgeon. We provided assurance that going forward; all paediatric patients seen in the ED will require a clinic appointment prior to being added to a surgery list.

 

A complaint was received from the wife of a patient regarding an Oncology Registrar and a Specialist Nurse. Concern that her and her husband were not listened to and felt pressured into agreeing to further chemotherapy and that the registrar wrote an unnecessary prescription.

The patient’s complaint was addressed during a clinic appointment where their concerns were discussed and subsequently resolved.

 

A complaint was received from the husband of a patient regarding a private room on the Maternity Ward. He raised concern that due to the location of the room, it was noisy and did not provide peace and privacy.

The Trust apologised for the noise the patient experienced during her stay on Private Room F and assured her that in light of this, a sign has been put on the staff storage room door reminding staff members to be quiet and considerate of patients staying in the adjoining room.

 

A complaint was received from a patient regarding the attitude of a doctor in the Oncology Department. Concern that she was provided with scan results that contained another patient’s name and address and that the doctor had not reviewed her medical records prior to her consultation.

An apology was given regarding the doctor’s lack of preparation for the appointment and the doctor was reminded of the importance of having a nurse present when delivering bad news to patients and their relatives. We provided assurance that the error regarding the patient’s scan results had been amended.

 

The Trust received a complaint from a patient regarding the inappropriate behaviour of the Radiologist who conducted two of her appointments. She subsequently felt uncomfortable and concerned that he was not focused on administering her injection.

The Trust apologised for the patients experience and recognised that this was unacceptable. We assured the patient that the Chief of Service and Clinical Director of the department had spoken with the staff member concerned who assured them that it was not his intention to come across in this manner.

 

The Division are to hold a meeting and discuss chaperone provision for all future appointments of this nature in January 2020.

 

The Trust received a complaint from a patient regarding the Trauma and Orthopaedics Department. He raised concern that he found it extremely difficult to contact a Medical Secretary and could not easily book his appointments or surgery date.

We apologised that the complainant had been unable to reach the Medical Secretaries and assured him that they have been reminded of the importance of answering their telephones where possible.  We informed the patient of his position on the waiting list and how this had been calculated.

 

The Trust received a complaint from a patient regarding the care and treatment that she received in the Emergency Department (ED). Concern that the Nursing Team did not take her condition seriously and she felt unsafe.

The Trust apologised that the patient's observations were not taken every hour as they should have been and for her poor experience in the ED. We assured her that all matters had been shared with the team anonymously for reflection and learning.

 

The Trust received a complaint from a patient whose 2 week rule appointment has been cancelled several times

The Trust apologised for the repeated text message reminders the patient received and we assured him that we are working with a new and improved system and hope that this will prevent instances like these reoccurring.

 

A complaint was received from a patient regarding the care and treatment that she has received in the General Surgery Department. She raised concern that her appointments were not long enough to discuss her concerns and that she was kept nil by mouth prior to her surgery, only for it to subsequently be cancelled.

We apologised that the patient’s surgery was cancelled and explained that this was due to the unpredictability of major cancer surgery. We recognised that she should have been provided with a discharge summary and this was fed back to the team for learning and reflection.

 

A complaint was received from the husband of a patient regarding his wife’s attendance in the Emergency Department (ED) and the delay in her being moved to the Intensive care Unit (ICU).

The complainants concerns were addressed in a telephone call with our ED Lead Nurse and were happy with the outcome.

 

A complaint was received from the partner of a patient regarding the length of time it took to book into the Emergency Department (ED) and the lack of urgency given to the patient’s care.

We apologised for the patient and her partner’s experience and recognised that this is not the standard of service that we aim to deliver. Explanations were provided to the concerns raised.

 

A complaint was received from the daughter of a patient regarding her mother's delayed discharge from Ewhurst Ward. Concerns were also raised regarding the difficulty she experienced contacting the ward by telephone.

The Trust apologised that the ward telephone was not answered in a timely manner and assured the complainant that this had been fed back to the team. We recognised that the circumstances surrounding her mother's discharge could have been explained more clearly.

 

The Trust received a complaint from the mother of a patient who raised concern that her son was not treated as a child and was instead treated as an adult at the age of 16.

The Trust assured the complainant that as her son was 16 years old at the time of his attendance, he was appropriately treated as an adult as per our Paediatric Admission Criteria. We apologised that for the shortcomings identified during his stay and the distress caused.

 

A complaint was received from a patient regarding the delay in his Gastroenterology appointments being booked. He also raised concern that he was discharged by the Dietetics Team without all of his concerns being addressed.

An apology was given and we reassured the patient that the current capacity issues in the Gastroenterology Department are being addressed. The Dietetics Team provided explanations as to why the patient was discharged.

 

A complaint was received from a patient regarding the care and treatment that she had received in the Emergency Department (ED). Concern that her symptoms were not taken seriously and as a result, her fractured elbow was missed.

The Trust apologised that her fracture was missed and for the attitude of the Physiotherapist who saw her. We assured her that her correspondence had been shared with the team who treated her to ensure that they could reflect and learn from her experience.

 

A complaint was received from a patient regarding the care and treatment that he has received from a Consultant Gastroenterologist. He raised concern that there was no empathy displayed and there were delays in his treatment.

We apologised for the miscommunication that occurred regarding the Multi-Disciplinary Team (MDT) meeting that took place to discuss the patient’s care. The Chief of Service for the Access and Medicine Division contacted the patient to discuss the plan and the outstanding actions on the MDT pathway.

 

The Trust received a complaint from a patient regarding the care and treatment that he received in the Maxillofacial Department. He raised concern that his neck was not dressed appropriately after his procedure and the doctor showed no empathy and provided no explanation regarding the pain that he experienced.

The Trust apologised for the patient’s experience and that he experienced significant pain during his procedure despite being given an extra dose of local anaesthetic. We assured him that this had been fed back to the team for learning and reflection.

Upheld Complaints June, July and August 2019

The Trust received a complaint from the mother of a patient with concern that her son's hearing problems have not been investigated appropriately.

The Consultant Audiovestibular Physician met with the complainant and explained in detail the patient's clinical condition, it was agreed that a follow-up appointment would be arranged for him in the complex clinic to ensure that he receives the appropriate care for his condition.

 

A complaint was received from a patient regarding the delay in receiving her Rheumatology follow- up appointments. Queries were raised regarding the Appointments Centre booking processes.

The Trust apologised for the miscommunication the patient received regarding her outpatient appointment and assured her that the Appointments Centre training matrix is being reviewed to help identify areas of improvement and development for the future. The contact details for the Rheumatology Assistant Specialty Manager were provided for future use.

 

A complaint was received from a patient regarding the delay in his Cardiology outpatient appointment being arranged. He raised concerns regarding the lack of information he has been given and the difficulty he has experienced contacting the department.

The Trust apologised for the issues that the patient has experienced in the Cardiology Department. We provided information to the patient on action that has been taken to ensure that instances like these do not reoccur in the future.

 

The Trust received a complaint from a patient and her husband with concern that when she attended the Clinical Measurement Clinic, the member of staff conducting the appointment did not have sight of her medical records or history. The test subsequently had to be aborted.

The patient was assured that in light of their experience, the department have started to send out questionnaires with patient appointment letters to ensure that the team have all of the required information ready for their appointments.

 

A complaint was received from the mother of a patient regarding the care and treatment that her daughter received after giving birth. Concerns were raised that her symptoms of swelling were dismissed and she was not given the appropriate assistance by the Nursing or Medical Teams caring for her.

The Trust apologised that the patient’s scan was not performed earlier and we recognised the distress caused. This was fed back to the Nursing and Medical Teams for reflection.

 

The Trust received an email from a patient regarding the delay in receiving her Ophthalmology outpatient appointments.

We apologised for the delays the patient experienced and we recognised that this was due to the capacity pressures on the department at the time. We assured her that the Appointments Centre have since reviewed their internal processes and have made an immediate change in the information provided to Ophthalmology patients telephoning to chase their overdue appointments.

 

A complaint was received from a patient who received an "After your operation" questionnaire. The patient has raised concern because she didn't have her surgery as it was postponed due to her allergy to nickel.

The Trust apologised for the questionnaire being sent despite the surgery not taking place and assured the complainant that this had been fed back to the department.

 

A complaint was received from the grandmother of a patient with concern that her grandson's symptoms were not taken seriously when he was admitted to Hascombe Ward. The patient was discharged and subsequently required an urgent admission at Epsom General Hospital.

The Clinical Director of Paediatrics reviewed the patient’s medical records and recognised that he should have been kept in overnight and apologised that this did not happen. The complaint was shared anonymously at the Junior Doctors Educational Meeting to ensure that lessons were learned from this incident.

 

The Trust received a complaint from a patient regarding the lack of information he was given about the possibility of developing malignant spinal cord compression. He raised concern that if it had been investigated earlier it could have considerably changed his outcome.

This complaint was declared a Serious Incident and was investigated by the Trust’s Clinical Governance Facilitators.

 

A complaint was received from a patient’s solicitors regarding a pressure sore their client obtained during their admission at the Trust. A number of specific questions were raised regarding the patient's care.

The Trust provided all information requested and assured the complainant that the patient was treated appropriately during her admission.

 

A complaint was received from the mother of a patient regarding her son’s prescription which was issued by the Trust. When she tried to collect this from the pharmacy, she was informed that they were unable to issue the prescription due to her son’s age.

The Paediatric Team apologised for the error and assured the complainant that the guidelines surrounding the prescription of this particular drug were shared with the team to remind them of the age limits.

 

The Trust received a complaint from a patient regarding a misdiagnosis of his broken ribs and the ineffective pain relief he was prescribed.

We apologised for the distress caused to the patient and assured him that his treatment at the time of his presentation was appropriate given his symptoms. We recognised that on his repeat x-ray, his fractures were visible and assured him that his case would be discussed in the Radiology Department’s discrepancy meeting.

 

A complaint was received from the family of a patient regarding the care and treatment that the patient received prior to his death.

We apologised that the patient’s prognosis was given over the telephoned and recognised that this was unacceptable. This was shared with the Medical Teams to reinforce the importance of compassionate and respectful communication with families and their relatives going forward.

 

A complaint was received from a patient regarding the care and treatment he received during his Gastroenterology appointment. He also raised concern that his liver cyst did not show up on any of his scans.

The patient was offered an outpatient appointment in order to address the clinical concerns he had raised with a Consultant.

 

The Trust received a complaint from the relative of a patient regarding how her and her family were treated during their visits to Hindhead Ward.

We apologised for their experience and recognised that this is not the standard of service that the Trust aims to deliver. We assured them that their experience had been shared anonymously with the ward teams for reflection and learning.

 

 

The Trust received a complaint from a patient regarding the lack of information she received regarding her MRI scan results.

The Trust apologised for the distress caused to the patient and assured her that going forward, the Oncology Department will arrange for all patients to be seen for a follow up appointment in clinic to discuss their scan results.

 

A complaint was received from a patient regarding the lack of information sent to her and her GP following her tests in the Cardiology Department. When she did receive her clinic letter it contained a number of inaccuracies.

We apologised for the patient’s experience and recognised that this was due to a shortage of secretaries in the department at the time. We provided assurance that the department is now fully staffed and therefore there should be no delays in clinic letters being typed and sent going forward.

 

A complaint was received from a patient regarding the difficulty he has experienced re-arranging his Physiotherapy appointments.

Through investigating the complaint, we identified that the appointment letters sent to patients contained an incorrect telephone number. We have since removed this number from our letters and apologised for the difficulty the patient experienced.

 

A complaint was received from a patient regarding her knee replacement surgery which had been repeatedly cancelled. She also raised concern that she had received a letter stating that she had missed several outpatient appointments when she had not.

The Trust apologised for the number of cancellations she had experienced and explained the reasons behind them. The patient’s clinic letter was amended to accurately reflect that she had not missed her outpatient appointments.

 

A complaint was received from the son of a patient regarding the delays he had observed in medication being prescribed on Chilworth Ward.

We apologised for the delays he had observed and explained that this was due to the significant increase in patients being treated on the ward. We advised that we are mitigating this issue by increasing the production of chemotherapy at the Trust.

 

 

A complaint was received from a patient regarding her attendance at the Emergency Department in April 2017. She raised concern that her hand injury was not investigated appropriately and she has subsequently experienced 2 years of pain and physiotherapy.

The Trust recognised that the patient’s hand should have been x-rayed and that our standard practice was not followed for which we apologised. The doctor who treated the patient no longer works at the Trust however the complaint was shared anonymously with the Medical Team currently working here to reinforce the importance of following our processes.

 

The Trust received a complaint from a patient regarding the delay in receiving his Rheumatology outpatient appointment which was subsequently rescheduled.

It was identified that our patient administration system, APAS, had created an additional clinic in error and we apologised for the subsequent distress caused to the patient. Their appointment was rebooked and communicated to them via telephone.

 

The Trust received a complaint from a patient regarding the lack of communication he received regarding his outpatient appointments resulting in him being nil by mouth for several hours. There was also a delay in him receiving his test results.

An apology was given regarding the instructions provided to the patient about being nil by mouth and these were fed back to the team for future reference. It was identified that the patient’s results were unavailable when he attended the clinic and we recognised that in future, these appointments should be booked at a later date to ensure all results are available for discussion.

 

A complaint was received from a patient regarding the delays in his cancer treatment. He raised concern that the Oncology Department did not correctly request his diagnostic tests and that the Urology Department were not appropriately informed of his case.

The Trust apologised for the shortcomings identified and recognised that this was due to miscommunication between the Oncology and Urology Department. As a result of the patient's CT scan request not reaching Guildford Diagnostic Imaging, the Oncology Secretaries were reminded that all referrals must be sent electronically and not via internal mail.

 

A complaint was received from a patient regarding the attitude of an Ophthalmology Doctor during their outpatient appointment.

The Trust apologised for the distress caused and assured them that the complaint had been discussed with the doctor concerned for reflection and learning.

 

The Trust received a complaint from a patient’s wife regarding the care and treatment that her husband has received.

The various treatment options were discussed with the patient and an apology was provided in recognition that the doctor may not have been clear enough in his consultations.

Upheld Complaints – March, April, and May 2019

The Trust received a complaint from a patient regarding the cancellation of her Cardiology outpatient appointment.

The Trust apologised that the patient did not receive any explanations as to why her appointments were cancelled and these explanations were provided. The patient’s appointment was subsequently rebooked.

 

Complaint received from a patient regarding the Chase Hospital. Specifically, her antenatal appointments and blood test results.

An appointment was offered to the patient to take her blood tests in the Trust’s Antenatal Assessment Unit at her convenience.  Contact details were provided for this appointment to be arranged.

 

The Trust received a complaint from a patient regarding the delay in receiving her Urology follow up appointments.

The Head of Outpatient Services apologised for the patient’s experience and recognised that this was due to the demand on the Urology Department at the time and the subsequent lack of appointment availability. We assured the complainant that the Appointments Centre is working closely with the Urology Department to rectify this issue.

 

Complaint received from a patient regarding her experience in the Early Pregnancy Assessment Unit (EPAU).

The patient was telephoned by a member of the EPAU Team to discuss her concerns and a plan of care was subsequently put in place.

 

The Trust received a complaint from a patient regarding the delays in receiving her prescriptions on Chilworth Ward. The patient also raised a query regarding the car parking at the Trust.

The Trust’s Oncology Matron explained the prescription process and apologised for delays the patient had experienced.  Our Oncology Matron assured the patient that the Oncology Team are working closely with their colleagues in the Pharmacy Department to improve the service delivered to their patients.

 

Complaint received from a patient regarding the attitude of a porter, a nurse and a doctor when she attended an appointment on Chilworth Ward.

The Trust thanked the patient for her compliments regarding our services and apologised for her experience on this occasion. We assured the patient that the porter had been removed from patient duties until he had undertaken further training to ensure that instances like these do not reoccur. The Oncology Nursing and Medical Teams were also reminded of the importance of good communication with patients at all times.

 

Complaint received from the mother of a patient with concern that she was not promptly informed of her daughter's urine results and her treatment was subsequently delayed. 

The Trust apologised for the delay in providing the urine test results and recognises that this is unacceptable.  An ultrasound scan of the patient’s kidneys was subsequently arranged to ensure that there were no abnormalities.

 

The Trust received a complaint from the husband of a patient regarding the care and treatment that his wife received at the Trust when giving birth. Numerous questions were raised following a letter he received in March 2019 by the Clinical Governance Midwife.

The Trust answered the complaints questions and provided the requested guidelines.

 

Complaint received from a patient regarding the lack of pain medication provided to him when he attended our Accident and Emergency Department (A&E).  Concerns were raised that he was given the wrong splint and lack of advice regarding his fracture.

The patients concerns were able to be addressed through a telephone conversation with our A&E Lead Nurse.

 

The Trust received a complaint from the husband of a patient regarding the care and treatment that his wife received in the Emergency Assessment Unit (EAU) and on Merrow Ward prior to her death. Concerns were raised regarding the nursing care, his wife's fall, the lack of communication he received from staff and her discharge from the Trust.

The Trust responded to each of the complainant’s queries and explained what happened at the time of his wife’s fall. We apologised for the distress caused and advised that as a result of his experience, catheter care passports have now been placed within our catheter packs so that they are ready for completion on discharge.

 

Complaint received from a patient who raised concern that they had no return journey booked for transport back to Ashford and St Peter's Hospital (ASPH) following their Radiotherapy treatment at our Trust.

It was identified that unfortunately, the Radiotherapy Department were not aware that the patient’s return journey had not been booked by ASPH. The miscommunication was recognised and communicated to the wider team to ensure that instances like these do not reoccur.

 

Complaint received from a patient with concern that a foreign body can be seen in his arm from scans taken in 2010 which he discovered in March 2019. The patient wanted to know why he was not informed of this in 2010 and why it was not investigated.

The patient’s scan was reviewed by a Consultant Trauma and Orthopaedic Surgeon who advised that it did not appear to be a foreign body but extra bone growth. It was advised that unless the patient was experiencing pain, surgery would not be indicated. The patient was also telephoned by a Cardiology doctor who discussed his concerns with him.

 

Complaint received from a patient regarding the poor care and treatment he received in our A&E Department and the poor attitude of a Doctor. The patient also raised concern that he was discharged to soon and was subsequently re- admitted.

The patient received a response from one of our Emergency Medicine Consultants who spoke with the doctor concerned and assured the patient that he had reflected on his experience. We assured the patient that the care and treatment he received in A&E was appropriate given his presentation at the time.

 

The Trust received a complaint from the daughter of a patient who sustained a fractured hip after a fall. The fracture was missed on x-ray and CT scan.  The patient was subsequently discharged and when she later attended the Physiotherapy Department for an outpatient appointment, a fracture was identified.

This complaint was declared as a Serious Incident and taken forward by the Trust’s Clinical Governance Facilitators. The patient received a Duty of Candour letter informing her of this.

 

Complaint received from a patient regarding an appointment booked through St Luke's Cancer Centre for the MRI Department that was not appropriately arranged. The patient subsequently arrived to be informed that no appointment was booked for them and they had to re-attend on another day.

The Trust apologised and identified that the issue was due to an administration error in the MRI Department. A new appointment was arranged for the patient.

 

The Trust received a complaint from a patient regarding her care and treatment in A&E. She raised concern that she had to wait 5 hours to be seen, despite her informing her that she would be seen straight away. The patient also complained that her request for a car parking refund was ignored.

The patients concerns were addressed through a telephone conversation with the Lead Nurse for A&E and the reimbursement for her car parking ticket was granted.

 

A complaint was received from a patient regarding the lack of car parking at the Trust and that the car parking machine didn't produce a ticket. Concerns were also raised that the Cedar Centre have a recorded answer phone message that advise they are unable to answer and you can’t leave a message.

The Trust apologised for the difficulty the patient experienced finding a car parking space and provided information on the action that has been taken in order to rectify the lack of spaces. It was identified that there was a technical fault with the telephones in the Cedar Centre which was subsequently reported and fixed.

 

The Trust received a complaint from the daughter of a patient regarding the failure to x-ray her father in A&E following his fall at home which resulted in a missed hip fracture.

This complaint was declared as a Serious Incident and taken forward by the Trust’s Clinical Governance Facilitators. The patient received a Duty of Candour letter informing him of this.

 

Complaint received from a patient regarding the delay they experienced in receiving their cardiology outpatient appointment.

The patients concerns were addressed through a telephone conversation with a Cardiology Secretary and an apology was given for their experience. The patient’s appointment was subsequently bought forward.

 

The Trust received a complaint from a patient via the Guildford and Waverley Clinical Commissioning Group (CCG) regarding the waiting list for lung function tests. Concerns were raised that staffing and room planning within the department is inadequate.

An apology was given for the delay in the patient receiving their lung function test. We explained that we are working with other Trusts in order to alleviate the capacity issues and assured the patient that they were at the top of the waiting lists. 

 

The Trust received a complaint from a patient regarding the care and treatment that she received on St Catherine's Ward. Concerns were raised regarding the lack of communication, lack of nursing care and that she was left for four hours without being seen.

The patient’s concerns were addressed through a telephone conversation with our Clinical Governance Midwife.

 

A complaint was received from a patient regarding the height of the payment machines in the car park.

We apologised for the complainants experience and assured them that the height of the ticket machines complies with the Disability Discrimination Act (2005). We assured the complainant that in future, a member of the Car Parking Team would be happy to assist him should he require.

 

The Trust received from a patient regarding the A&E Department. She was told that someone would contact her when her prescription was ready to collect however this did not happen.

The Trust apologised for the patient’s experience and identified that this was due to a miscommunication between the A&E and Oncology Departments. The teams have reflected on the patients experience and discussed the issues identified in order to ensure that instances like these do not reoccur.

 

A complaint was received from a patient with concerns regarding the delay in receiving their prescription from St Luke’s Pharmacy.

The Trust apologised for the delays the patient had experienced and provided information on the actions the team are taking to prevent delays such as these in the future.

 

A complaint was received from a patient regarding her experience on Chilworth Ward. Concern that staff are overstretched, treatments are delayed and patients are not treated as individuals.

The Trust apologised for the patient's experience and for the delays she encountered when attending for her chemotherapy treatment. We provided assurance to the patient that steps are being taken to improve these processes and delays.

 

A complaint was received from a patient with concern that she was exposed to unnecessary radiation as she was given another patients treatment.

This complaint was declared as a Serious Incident and taken forward by the Trust’s Clinical Governance Facilitators. The patient received a Duty of Candour letter informing her of this.

 

The Trust received a complaint from the husband of a patient, via the Guildford and Waverley Clinical Commissioning Group (CCG) regarding the lack of communication they have received regarding his wife's care. Concern was also raised regarding the attitude of a secretary.

The Trust apologised for the difficulty the patient experienced contacting the Respiratory Secretaries and for the misinformation she was given regarding her outpatient appointment. The issues regarding the attitude of the secretary were addressed.

 

Complaint received from the daughter of a patient who raised concerns regarding a change in her father’s medication prior to his death.

This complaint was declared as a Serious Incident and taken forward by the Trust’s Clinical Governance Facilitators. The patient received a Duty of Candour letter informing him of this.

 

The Trust received a complaint from a patient via Jeremy Hunt's Office regarding his Rheumatology outpatient appointments.  The patient had travelled from Nottingham University to be informed upon arrival that his appointment had been cancelled.

The Trust apologised for the inconvenience caused and recognised that whilst a letter had been printed and sent to the patient informing him of this cancellation, this was evidently not received.

 

The Trust received a complaint from a patient regarding the care and treatment he received at the Trust whilst he was an inpatient.

The Trust apologised for the distress caused to the patient and assured him that the doctor concerned had reflected on his experience.  We assured the patient that his care was in line with the recommended guidelines.

Upheld Complaints – December 2018, January 2019 and February 2019

The Trust received a complaint from a patient regarding her caesarean section and concern that she was given an overdose of diamorph. The patient also raised concern that she has identified a second, unexplained incision mark.

This complaint was investigated as a Learning Panel by the Trust’s Clinical Governance Facilitators. A subsequent recommendation was made that if using two syringes of the same size then the syringe containing the remainder of the diamorphine should not be kept on the trolley once the dose required has been removed.

 

A complaint was received from a visitor regarding smoking outside of the Trust and the lack of action taken by the Security staff to stop this.

The Trust apologised for the distress caused and explained that it is not legally enforceable to stop anyone from smoking. We assured the complainant that our signage is regularly reviewed and the Security Staff approach smokers on a daily basis and ask them to stop.

 

The Trust received a complaint from a patient whose procedure was cancelled at late notice due to her weight. The patient’s weight was documented on her pre-op form and the Doctor who booked her was also aware

The Trust apologised that the patient’s operation was cancelled on the day and recognised that this was our error. We assured the patient of our usual processes and apologised that in this instance this did not happen. The patient was assured that in light of her concerns, the Admissions Team were reminded that dates for surgery should not be arranged until the pre-assessment process has been successfully completed.

 

A complaint was received from a patient regarding the delay in receiving her test results. The patient was given the results by the receptionist and still has no letter confirming them. Further concern was also raised that when the patient arrived for her Gastroenterology appointment, there was no doctor as they had not returned from Maternity Leave.

An apology was given for not sending a copy of the clinic letter to the patient and for the absence of a Doctor when the patient arrived for her appointment. We assured the complainant that receptionists do not give out test results.

 

A complaint was received from patient regarding the care and treatment she received at the Trust before, during and after the birth of her baby.

The Trust apologised that some aspects of the patient’s care were not provided in a timely manner and we assured her that following our investigation, it was identified that the rest of her assessments were undertaken within an appropriate timeframe.

 

The Trust received a complaint from the wife of a patient who was unhappy with the care and treatment her husband received in our Accident and Emergency Department (A&E).

The Trust apologised that the complainant did not feel that their concerns were taken seriously. The Trust recognised that the doctor did not review the patient’s electrocardiogram (ECG) which should have been done.  The doctor reflected on this and met with the department’s Clinical Director to discuss this and apologised to the complainant and patient.

 

The Trust received a complaint received from a patient regarding the delay in receiving her prescription in the St Luke’s Cancer Centre.

The Oncology Matron apologised for the delay and recognised that this was due to the department being particularly busy on this occasion. We provided assurance that as a result, the Matron would be working closely with her senior nurses on Chilworth Day Unit to ensure that the dispensing process was streamlined.

 

A complaint was received from a patient regarding the delay in receiving his follow up appointment after his Urology surgery.

The Prostatectomy Specialist Nurse contacted the patient and apologised via telephone.  The nurse provided the patient with her contact details if there are ever any future appointment issues

 

The Trust received a complaint from a patient regarding the delay in receiving their Rheumatology prescription.

The patient was contacted directly by our Lead Pharmacist for Rheumatology who apologised for the delays and explained the cause. The patient’s prescription was subsequently sent to them and contact details provided should the patient experience any difficulty in the future.

 

The Trust received a complaint from a patient regarding the lack of car parking spaces. The patient missed two outpatient appointments due to being unable to find a space.

The Trust apologised for the difficulty the patient experienced and assurance as provided that we are working closely with Guildford Borough Council to rectify the issue.

 

A complaint was received from the wife of a patient regarding her husband’s cardiology appointment and the attitude of the Doctor.

The Trust apologised and assured the complainant that the doctor concerned had reflected on their experience.

 

A complaint was received from a patient regarding the catering whilst on the ward as an in-patient

An apology was sent to the patient and we thanked him for his feedback and suggestions. These were passed to the Trust’s Catering Manager.

 

The Trust received a complaint from the wife of a patient regarding the attitude of an A&E doctor.

The doctor apologised for the distress caused and the Trust assured the complainant that this had been raised with his Line Manager.

 

The Trust received a complaint from a patient with concern that a registrar had performed her surgery when she was expecting the surgery to be carried out by a consultant and she subsequently experienced complications.

This complaint will be investigated as a Learning Panel and will be investigated by the Trust’s Clinical Governance Facilitators.

 

A complaint was received from a patient regarding appointment reminders he was receiving for his wife who was deceased. This had been reported previously  but no action was taken to prevent it happening again.

The Medical Records Team were contacted and the complainant was assured that his wife’s details had now been appropriately updated. The Trust apologised for the distress caused.

 

A complaint was received from the parents of a patient regarding their daughters care and treatment in A&E and the Emergency Assessment Unit prior to her death.

The Trust apologised for the lack of information provided to the parents during the patients admission and recognised that this would have provided the complainants the opportunity to ask questions and seek reassurances. This complaint was shared anonymously with the Emergency Department Teams for reflection and learning.

 

 A complaint was received from a patient regarding the delays in receiving his prescription from St Luke’s Pharmacy. The patient also raised concern regarding the attitude of staff working in the Pharmacy.

The Trust apologised for the delays the patient experienced and advised that as a result, additional staff had been recruited to help with the workload on the department.

 

The Trust received a complaint from a patient who was dissatisfied with the response received via the Trust’s Patient Advice and Liaison Service (PALS) regarding visitors and noise levels on the Surgical Short Stay Unit (SSSU).

The concerns were discussed with the Matron of SSSU and she has reiterated to staff the importance of adhering to one visitor per patient and enforcing the visiting times when necessary. The Trust apologised for the distress caused.

Upheld Complaints – September, October and November 2018

The Trust received a complaint from a patient regarding the Rheumatology Department, specifically, concerns regarding a change in her medication and the difficultly she experienced booking her outpatient appointments.

We recognised the distress caused to the patient as a result of the change in her medication, not receiving her appointments in time and the difficulty she experienced contacting the department. We apologised and assured the patient that additional clinical and administrative workforce had been recruited to help ensure that instances like these do not reoccur.

 

Complaint received from patient regarding complications following their Urology procedure.

A meeting was arranged for the complainant to discuss his concerns with his Consultant and the Specialty Manager for Urology. A letter was sent following this meeting apologising for the shortcomings identified.

 

Complaint received from a patient concerning delays in receiving their surgery date.

We apologised to the patient for the distress caused as a result of having to wait longer than expected for his surgery. His surgery was re-booked with a follow up appointment shortly after.

 

The Trust received a complaint from a patients daughter regarding the care and treatment her mother received in our Accident and Emergency Department. Concerns were also raised regarding the poor attitude of a doctor in the Trauma and Orthopaedics (T&O) Department.

The Trust apologised for the distress caused and assured the complainant that her complaint was discussed anonymously with the A&E Team at their Clinical Governance Meeting to ensure that the patient’s experience was shared and learning identified. We assured the complainant that her concerns regarding the attitude of the T&O doctor had been discussed with him to reflect on her mother’s experience.

 

Complaint received from a car park user regarding a bollard that had been knocked down which subsequently caused a punctured tyre.

We apologised for the damage caused to the complainants care and assured them that the appropriate measures had been implemented to fix the issue with the broken bollard. We requested receipts from the complainant in order for compensation to be provided.

 

Complaint received from a patient regarding their outpatient appointment being rescheduled several times and the miscommunication surrounding this.

The department’s Clinical Director apologised to the patient and recognised the distress caused. The Appointments Centre were reminded of specifically which calls should be transferred through to the Breast Clinic and which calls needed to be redirected elsewhere to help ensure that instances like these do not reoccur.

 

The Trust received a complaint from a patient who experienced a delay in receiving his test results from the Cardiology Department and did not receive a response from the department after leaving several messages on a secretary’s answerphone.

The Trust apologised for the delay in providing the patient with their Cardiology test results and that he subsequently had to cancel his GP appointments. We provided the patient with information on what measures had been put in place to help ensure that this does not reoccur in the future.

 

The Trust received a complaint regarding the electronic referral system (ERS).

The Trust apologised for the delay in the patient’s appointment being arranged and gave assurance that the ERS Directory of Service would be reviewed to ensure that the correct clinicians are listed against the correct sub-specialties to ensure that this does not reoccur in the future.

 

The Trust received a complaint from the daughter of a patient regarding outpatient appointments in Outpatients 2. Concerns were raised that the doctor left the clinic before her mother had been seen.

The Trust investigated this issue and identified that the patient did not display as checked in, despite using the self-check in screen. This highlighted a fault which was subsequently reported to the Trust’s IT Department.

 

The Trust received a complaint from the son of a patient who tripped over a raised drain in the car park.

The Trust apologised for this incident and assured the complainant that as a result of this, an order was raised to rectify the hazards identified in the car park, including the raised drain.

 

Complaint received from the daughter of a patient regarding discrepancies in her mother’s clinic letter. Concern was also raised that they were provided with another patient’s medical records.

We apologised for the discrepancies in the clinic letter and assured the complainant that this information was documented in the patient’s medical records during their outpatient appointment and subsequently dictated in good faith. The confidentiality breach had been previously addressed and resolved by the Trust’s Information Governance Lead.

 

Complaint received from a patient regarding no referral being forwarded to his new NHS authority.

The Trust’s Oncology Matron spoke with the patients GP to confirm that they had all of the information they required.

 

The Trust received a complaint from a patient whose surgery was cancelled. Concerns were also raised regarding the attitude and behaviour of staff.

The Trust apologised for the patient’s experience and recognised this was due to a lack of communication between the Urology and General Surgery Teams. A General Surgery Consultant wrote to the patient to inform her why these errors occurred and how we will ensure that they do not happen again.

 

Complaint received regarding the poor attitude of a hospital porter.

We apologised to the patient for her experience and assured her that the Trust’s HR processes were implemented for the individual concerned.

 

Complaint received from a patient’s daughter regarding the patient’s discharge from Merrow Ward.

The Trust apologised for the poor communication surrounding the patient’s discharge and recognised the distress caused.  As a result of the complaint, Merrow Ward staff were reminded of the importance of providing the appropriate information to patients and their next of kin prior to their discharge.

 

Complaint received from a patient regarding the delay in being informed of her abnormal radiology result and the delays she experienced waiting for her surgery and treatment.

This complaint was escalated to the Medical Director and was subsequently declared as a Serious Incident for investigation.

The Trust received a complaint regarding a payment machine in the Trust’s car park being broken. Concerns were also raised regarding the distance between the disabled bays and the parking machines.

We apologised that the closest available machine was not signposted appropriately and for the subsequent detour the complainant and her husband had to take. We assured the complainant that this was investigated and rectified.

 

Complaint received from a patient’s daughter with concerns regarding a dressing on her mother’s leg which was changed by a district nurse; the dressing change was followed by an episode of significant blood loss.

This complaint was escalated to the Medical Director and was subsequently declared as a Serious Incident for investigation.

 

The Trust received a complaint regarding the attitude of a receptionist in the main hall.

The Trust apologised for the concern caused and advised that unfortunately, we were unable to identify the member of staff concerned.  As a result of the concerns that were raised, all Front Desk Staff were booked in for further Customer Service Training in order to remind them of the importance of good communication skills.

 

Complaint received from the husband of a patient regarding the communication style of an Oncology Doctor and how his wife’s scan results were conveyed to her without him present.

The Trust apologised for the distress caused and recognised that this difficult conversation should have taken place with the appropriate support present for the patient. A meeting was subsequently held with the complainant to discuss his concerns with the Oncology Team.

 

The Trust received a complaint from a patient regarding her Gynaecology appointments which were repeatedly cancelled and rescheduled.

We apologised that the patient’s appointments were cancelled and rescheduled on numerous occasions and recognised that this was due to a lack of communication between the Women and Children’s Team and the Appointments Centre. We offered assurance that both teams are now working together to streamline this process going forward.

 

Complaint received from a patient regarding the appointment booking system.

We assured the patient that his internal referral had been recorded appropriately and we apologised that he had been informed that he had been lost in the system as this was not the case.

 

Complaint received from a patient regarding several inaccuracies on his discharge summary. The patient wrote to the Senior Sister for Ewhurst Ward in order to get this amended did not receive a reply.

The Trust recognised that the information on the patient’s discharge summary was incorrect and apologised for this. The discharge summary was amended and a copy was sent to the patient for their records.

 

The Trust received a complaint from a patient regarding a letter that was sent to her GP advising that she had failed to attend her outpatient appointment despite telephoning the hospital in advance to advise that she would be unable to attend.

The Trust recognised that despite the patient informing the Appointments Centre that they would like to postpone their appointment; this was not communicated to the Trauma and Orthopaedics Department. As a result of the complaint, the outcome of the patient’s appointment was changed and their appointment was rearranged.

 

The Trust received a complaint from the daughter of a patient regarding the care and treatment her mother received in A&E and Albury Ward prior to her death. Concerns were raised regarding the communication she received from the Bereavement Nurse and the doctors caring for her mother.

The Trust apologised for the miscommunication error that occurred when her mother was in A&E and recognised that sensitive conversations should take place in a private room and we apologised that this did not happen.  Through our investigations we were unable to ascertain who the Bereavement Nurse in question was.

 

Complaint received from the son of a patient regarding the difficulty he experienced finding a car parking space in St Luke’s Cancer Centre Car Park and the delays in Chilworth Day Unit.

The Trust apologised that a contractors van was parked in a disabled bay and assured the complainant that the car parking staff would keep a close eye on this area of the car park in future. The Oncology Matron apologised for the delays in Chilworth Day Unit. and assured the complainant that the department are working closely with the Aseptic’ s Unit, which manufactures chemotherapy,  to ensure that patients receive their treatment in a timely manner in future.

Upheld Complaints – June, July and August 2018

Complaint received from husband of a patient regarding the difficulty he experienced contacting the Gastroenterology Department and the lack of communication he received regarding his wife’s outpatient appointment following her discharge from the Trust.

We apologised for the difficulty he experienced contacting the Gastroenterology Department and recognised the unnecessary distress caused to him as a result of this. We ensured that all appointments were appropriately arranged for his wife and amended the errors identified on her discharge summary.

 

Complaint received from patient regarding the information recorded for them on the Trust’s patient administration system, APAS, and the attitude of a receptionist in A&E.

The Trust apologised for the error made by the receptionist and assured the patient that in light of their experience, all receptionists will attend further training.

 

Complaint received from patient regarding her experience in A&E and on Frensham Ward.

We apologised for the patient’s experience and that she felt that A&E targets were more important to staff than the care and treatment delivered to her. We recognised the patient’s distress during her admission to Frensham Ward and assured her that her feedback was shared anonymously with the teams concerned.

 

Complaint received from the mother of a patient regarding her daughter’s A&E attendance with concern that her daughter was not appropriately examined.

The Trust apologised for the patient’s experience in A&E and identified shortcomings from her attendance. The complaint was shared with the team anonymously to identify learning and the team were reminded of the importance of collecting specimen pots in a timely manner.

 

Complaint received from the daughter of a patient querying why her mother’s foot fracture was missed during her admission to the Trust.

Whilst we recognised that the patient’s foot fracture was missed, we assured the complainant that her mother was assessed appropriately by the Multi-Disciplinary Team (MDT) during her stay and there were no clinical suspicions raised. The Trust apologised for the distress caused.

 

Complaint received from patient regarding the attitude of a doctor during her obstetrics outpatient appointment.

The Trust apologised for the patient’s experience and informed her that the doctor’s contract has now been terminated and he will no longer be working at the Trust, now or in the future. The Trust’s medical director also liaised with the appropriate regulatory body, highlighting the concerns.

 

Complaint received from patient regarding his experience in A&E with concerns raised regarding triage nurse who attended to him.

The patient was telephoned by the Matron for the Emergency Department and his concerns were addressed.

 

Complaint received from the husband of a patient with concern that his wife has not been given a diagnosis.

The Trust apologised for the distress caused to both the complainant and the patient and recognised that there was a delay in the patient’s test results being reported back to the Consultant. We have informed the complainant of the measures that have since been implemented to help ensure that this does not reoccur in the future.

 

Complaint received from a patient regarding the attitude of the sonographer conducting her 12 week scan.

The Trust apologised for the distress caused to the patient and recognised that this would not have offered reassurance to her at the time. The sonographer was spoken with regarding the patient’s concerns and has reflected on their practice.

 

Complaint received from patient regarding the delays in his Oncology treatment.

We apologised to the patient for the delays he has experienced and have identified several areas for improvement in the Oncology Department which will be implemented as soon as possible.

 

Complaint received from patient as she was unable to attend her appointment due to the lack of car parking spaces at the Trust.

The Trust recognises that there are ongoing difficulties with car parking and informed the patient of what is being done to help minimise these issues. We re-booked the patient’s appointment at the next available date and provided these appointment details to the patient in our complaints response.

 

Complaint received from the parents of a patient with concern that a consent form was not sent through to St George’s Hospital for their son’s MRI scan.

We recognised that the communication between the Neurology Department and the patient’s parents should have been clearer and understood the confusion caused. We explained to the parents that the consent process for the scan would have needed to be performed at St George’s Hospital.

 

Complaint received from patient regarding the lack of communication received from a Cardiac Specialist Nurse.

We apologised for the patient’s experience and recognised that the delays she experienced were unacceptable. We have assured the patient that new processes have been implemented to improve communication between Radiology and Cardiology to help ensure that instances like these do not reoccur in the future.

 

Complaint received from patient regarding the poor attitude of the Consultant during her Urology appointment.

We apologised to the patient for her experience during her outpatient appointment and provided her with the information requested. We have transferred the patient’s care and treatment to another consultant and sent details of their appointment with our complaints response.

 

Complaint received from a visitor to the Trust regarding the attitude of a Receptionist in the Main Hall.

The Trust recognised that the receptionist’s manner was unacceptable and assured the complainant that they had been spoken with regarding this and had reflected on their behaviour.

 

Complaint received from a patient regarding the attitude of a doctor during their appointment in the Ear, Nose and Throat Department.

We spoke with the doctor regarding the patient’s concerns and assured the patient that it was not his intention to come across in this manner. We provided information to the patient on how to transfer their care to elsewhere later this year as per their request.

 

Complaint received from patient regarding the delay in their two week rule appointment being booked.

Our Outpatient Services Manager recognised that there had been a break down between the Trust and Surrey Downs Clinical Commissioning Group Referral Support Services (RSS) and we assured the patient that new processes are going to be implemented to ensure that this does not reoccur.

 

Complaint received from patient regarding the delay in their referral from the Cardiology Department to Respiratory Medicine and that they have still not been given an appointment.

The Trust apologised that the referral had not been appropriately sent and were pleased that the patient had been able to be seen. The Trust assured the patient that the doctors Clinical Supervisor had been made aware to ensure that improvements to his organisational skills are made.

 

Complaint received from the son-in-law of a patient regarding the attitude of a receptionist in the Cedar Centre.

The Trust apologised for the patient and complainants experience and assured them the member of staff in question no longer works at the Trust and all new staff will undergo patient experience training to ensure that instances like these do not reoccur in the future.

 

Complaint received from patient regarding her experience at the Trust when suffering from her miscarriages.

The Trust apologised for the patient’s experience and recognised the understandable distress that this has caused her. We assured the patient that there are plans to relocate the Early Pregnancy Unit (EPAU) to a purpose built environment to help minimise the distress caused to miscarrying women.

 

Complaint received from a patient regarding the attitude of a receptionist in Outpatients 1.

Our Outpatient Administration Manager discussed the patient’s experience with the member of staff involved who apologised for her attitude and expressed that it was not her intention to come across in that manner. The Trust will be reviewing the training of all Outpatient Reception Staff to further develop their customer service skills.

 

Complaint received from patient regarding the difficulty she experienced booking her MRI and Physiotherapy appointments.

We apologised for the patient’s experience and recognised that there was a lack of communication between the Trauma and Orthopaedics Department and Radiology resulting in a delay in her MRI scan booking. The Trust assured the patient that all of her appointments have now been booked appropriately.

 

Complaint received from the father of a patient regarding the delay in the Cardiology Department sending a letter to the Driver and Vehicle Licensing Agency (DVLA) to say she was fit to drive.

The Trust apologised for the delay in the necessary paperwork being sent to the DVLA and recognised the distress and strain this placed on the patient and her family.  We have assured the complainant that since this time, a number of schemes have been implemented in the department to help ensure that this does not reoccur.

 

Complaint received from patient with concern that he has been misdiagnosed and not provided with the appropriate tests by the Diabetes and Endocrinology Department.

We assured the patient that the care and treatment he received was appropriate and that if any abnormality was identified from his test results, further diagnostic imaging would be requested.

 

Complaint received from the granddaughter of a patient regarding the care and treatment that her grandfather received on Frensham Ward.

The Trust assured the patient’s granddaughter that there was no confusion between her grandfather and another patient and all care and treatment he received was appropriate.

 

Complaint received from patient regarding his cancelled Gastroenterology procedure without a new appointment being given, despite being informed that he would be contacted with a new date.

We apologised that the patient’s Gastroenterology procedure was cancelled and that unfortunately this was due to a fault with the equipment which was identified on the day. We rebooked the patient’s procedure and provided details of this with our complaints response.

Complaint received from patient regarding the care and treatment that she received at the Trust.

The Trust recognised that improvement was required in communication between our A&E Department and our laboratory with regards to processing samples. All A&E staff have been informed to contact the laboratory to state the urgency of a request to ensure that they are processed in the appropriate manner.

 

Complaint received from patient with concern that he had been using the wrong size catheter and unhappy with the lack of communication he had received from the Urology Department regarding a blood thinning drug he had been taking.

The Urology Department wrote to the patient addressing his concerns and offered him the opportunity to meet with him to discuss any further issues he may wish to raise.

 

Complaint received from patient regarding the care and treatment that she had received in A&E with concern that a diagnosis of Crohn’s disease had been missed.

We assured the patient that had a diagnosis of Crohn’s been indicated at the time, this would have been treated by the Surgical Team who reviewed her during each of her A&E attendances. We apologised for her poor experience and the distress caused during a particular attendance and recognised that this would not have offered reassurance to her at what was already a distressing time.

 

Complaint received from patient with concern that her broken wrist was not diagnosed.

We recognised that the communication with the patient surrounding the difference between a deformity and a displacement should have been better. The patient’s case was reviewed by a Senior Trauma and Orthopaedics Consultant who advised that the care and treatment she received was appropriate however options regarding surgical and non-surgical management should have been explained to her more clearly.

 

Complaint received from patient regarding the care and treatment she received in the Day Surgery Unit (DSU).  Patient raised concern that her symptoms were dismissed and she was not provided with the appropriate medication or a follow up appointment.

The Trust informed the patient that as the DSU does not have an overnight facility, the nursing staff wanted to inform her of this so that a collective decision could be made to ascertain if she required an overnight admission. We apologised for the poor communication regarding her medication and the follow up appointment.

 

Complaint received from patient’s daughter regarding the care and treatment that her father received on the Intensive Care Unit and Onslow Ward before he died.

The Trust answered all questions raised by the complainant and apologised for the poor communication with her and her family and we recognised that this was unacceptable.

 

Complaint received from the daughter of a patient regarding the care and treatment that her father received on Albury Ward prior to his death.

We apologised that the patient was discharged without all of the appropriate medications and that his transport was not appropriately arranged and recognised the distress caused to him and his family as a result of this.

 

Complaint received from patient regarding the difficulty she has had cancelling her outpatient appointment.

Our Outpatient Administration Manager telephoned the patient and apologised for the difficulty she experience and assured her that her appointment had been cancelled. It was explained that these difficulties were due to our system provided carrying out updates to our automated telephone answering system.

 

Complaint received from patient after receiving a text message confirming an appointment for the wrong date.

The Trust apologised for this and the patient’s subsequent wasted journey to the hospital. We identified that unfortunately, this was due to human error and provided a car parking voucher to the patient for their next visit to the Trust.

 

Complaint received from patient regarding her experience at the Trust, with concern that her daughter was taken away from her, she was not provided with food and was held here against her will.

The Trust assured the patient that her daughter was admitted to Hascombe Ward as a safety measure which was discussed with her at the time. We apologised for the lengthy delay she experienced when waiting to see the Home Treatment Team (HTT) and assured her that staff have been reminded of the importance of checking with patients before removing their food trays.

 

Complaint received from patient regarding visitors smoking on the hospital grounds and the lack of signage regarding this.

The Trust apologised to the patient and recognises that this is an ongoing issue. We have informed the patient of the measures we have implemented and how we aim to further improve this issue.

 

Complaint received from patient with concern that the anaesthetist administered the wrong anaesthetic prior to his eye surgery despite written instructions.

The Trust’s Complaints Team arranged a meeting for the patient to meet with the team who operated on him and address his concerns.

 

Complaint received from patient regarding the delays in receiving her prescription from the Pharmacy.

We apologised for the delay the patient experienced and recognised that this was due to delays both in the Pharmacy and in our Oncology Department. We have explained the measures that have been implemented to help ensure that this does not reoccur.

Upheld Complaints - March/April/May 2018

Complaint received from patient regarding administration processes in the Cardiology Department.

We have apologised to the patient for the difficulty she experienced contacting the department and recognised that this was due to staff shortages. We have informed the patient that the department is now fully staffed and that all administrative duties are up to date and processes have been implemented to ensure that instances like this do not reoccur.

 

Complaint received from patient regarding their cancelled Ophthalmology appointments at the Trust and the difficulty that they have experienced contacting the Urology Secretaries.

The Trust apologised for the patient’s experience and has assured the patient that in light of their concerns, new processes have been implemented to ensure that instances like these do not reoccur in the future.

 

The husband of a patient raised concerns regarding his wife’s discharge from Bramshott Ward.

We apologised for the delays the patient experienced and recognised that there was a delay between the patient being told she was ready for discharge and her check x-ray being performed.  In light of their concerns, Bramshott Ward staff were reminded of the importance of clear communication with patients and their relatives at all times.

 

A patient wrote to the Trust regarding their experience during their admission with concerns that there was a delay in receiving an MRI scan of their spine causing them nerve damage.

Upon review of the care and treatment that the patient received during her admission, we have assured the patient that this was appropriate given her presentation at the time. This was supported by the advice given from St George’s Hospital . We recognised that the communication between Trust staff and the patient should have been better and we apologised for the subsequent distress that this has caused.

 

Complaint received from the son of a patient regarding the care and treatment that his mother received during her admission to the Trust.

The Trust apologised for his mother’s experience and assured him that upon review, the care and treatment given to his mother was appropriate. A meeting was offered to the complainant to discuss his concerns with Trust staff however this was declined.

 

A patient raised a formal complaint after they were unhappy with the response they received via the Patient Advice and Liaison Service (PALS) regarding the attitude of a consultant during her outpatient appointment.

The Trust apologised to the patient for her experience during her appointment and that the consultation room door was left open. We recognised that this should have been discussed with the patient at the beginning of the consultation.

 

Complaint received from patient regarding the inaccuracies in a clinic letter he received from the Trust and issues surrounding his recent surgery.

We apologised to the patient for the inaccuracies contained in the clinic letter and amended this for his records. We recognised that a letter from a consultant within the Trust addressing his concerns was not received by the patient and this was subsequently resent.

 

A patient’s sister-in-law contacted the Trust to raise concerns regarding the patient’s end of life care.

The Trust apologised for the families experienced and recognised the distress caused to them at this sad and difficult time. We informed the family of the reasons behind the decisions that were made during the patient’s admission and addressed all of their concerns in a written response.

 

Complaint received from patient regarding the care and treatment they have received in the Rheumatology Department with a question of why they were not referred to the Trauma and Orthopaedics (T&O) Department.

We have apologised to the patient and recognised that they should have been referred to T&O upon receipt of their scan results. We have assured the patient that additional workforce has been recruited in the Rheumatology Department to help to ensure that instances like these do not reoccur.

 

Complaint received from patient regarding the care and treatment that she received at the Trust when she was suffering from a miscarriage.

The patient raised several questions in her correspondence regarding her care and treatment which the Trust answered in detail and we recognised through our investigations that the booklet provided to patient’s experiencing early bleeding during pregnancy could be improved. The A&E Department will be working with the Early Pregnancy Unit to update this leaflet.

 

A patient wrote to the Trust to raise concerns regarding the attitude of the doctor who treated her in the Emergency Assessment Unit (EAU) and concern that she was misdiagnosed.

We have apologised to the patient for her experience and recognised that her care and treatment pathway was not appropriate. We assured the staff member had been spoken with regarding her concerns.

 

Complaint received from a patient regarding a potential breach in confidentiality.

This matter was investigated by the Trust’s Information Governance Lead and we assured the patient that none of her details were shared outside the Trust or with any unauthorised personnel.

 

Complaint received from patient regarding the care and treatment that they received in the Trauma and Orthopaedics Department with questions raised regarding their surgery in December 2017.

We arranged for the patient to have an outpatient appointment to discuss their symptoms and a subsequent referral was made to the pain clinic. We also wrote to the patient addressing all of their outstanding concerns and apologised for the distress caused to them.

 

The wife of a patient wrote to the Trust with concerns regarding her husband’s prostate surgery in 2015 and a query of why a surgical clip was left in his body.

We assured the complainant that the surgical clip used during her husband’s surgery is designed to be retained and apologised that this was not explained to her husband at the time of his surgery.

 

Complaint received from the daughter of a patient regarding her mother’s fall in St Luke’s Cancer Centre.

The Trust apologised to the complainant and recognised the distress caused to her and her mother as a result of this incident.  

 

A patient contacted the Trust as his Gastroenterology appointments were cancelled and rebooked several times.

After investigating the patient’s concerns, we recognised that there was an issue relating to the address that the Trust had recorded for the patient on our patient administration system. This was updated and a new appointment was arranged for the patient.

 

We received a complaint from the daughter of a patient who was dissatisfied with the communication surrounding her mother’s discharge and raised several concerns regarding her mother’s admission to the Trust.

We apologised to the daughter for her experience and as a result of the findings of our investigation, a Trustwide circulation was sent to remind ward staff to refer all patients with Irritable Bowel Syndrome (IBS) to the dieticians.

 

Guildford and Waverley Clinical Commissioning Group (CCG) contacted the Trust with a complaint from the mother of a patient querying why her daughter was not referred for further treatment of her vocal nodules.

The Trust recognised that the patient should have been referred to Speech and Language Therapy for further treatment and apologised that this did not happen. We recognised that this was due to a miscommunication in the Ear, Nose and Throat department and this was raised and discussed at their Department Meeting.

 

The Trust received a complaint from the daughter of a patient regarding the care and treatment that her mother received at Milford Hospital.

After investigating the complaint, we assured the complainant that the staff member concerned was spoken with regarding the patient’s experience and asked to reflect on their practice. We apologised for the distress caused to both the daughter and her mother.

 

A patient contacted the Trust with a complaint regarding his gallbladder removal in April 2017.

The patient’s consultant contacted him by telephone to discuss his concerns with him and also offered a meeting to help resolve his concerns.

 

Complaint received from patient regarding the communication issues they have experienced with the Cardiology Department

The Trust apologised for the patient’s experience and recognised that this was due to the administrative issues within the Cardiology Department. We informed the patient of the improvements that have been made to the department to ensure that instances like these do not reoccur.

 

The husband of a patient wrote to the Trust regarding the care and treatment that his wife received on Onslow Ward prior to her death.

We apologised for the complainants experience and recognised that this would not have offered reassurance to him and his family at this sad and difficult time. We provided information to the complainant on the reasons particular decisions were made regarding his wife’s care and treatment and answered the questions that he had raised.

 

A patient contacted the Trust with concerns of the lack of communication he received from the consultant during his outpatient appointment.

We arranged a further outpatient appointment for the patient and ensured that an interpreter was appropriately booked.

 

The Trust received a complaint via Jeremy Hunt’s office regarding the difficulty a patient had experienced booking his Eye Clinic appointment.

The Trust apologised for the difficulty the patient had experienced and his concerns were addressed through a telephone conversation with the Trust’s Outpatient Administration Manager. A new appointment was made for the patient in the Eye Clinic and details of this appointment were sent out in a letter.

 

The wife of a patient contacted the Trust with concern that her husband’s medical records had been confused with another patient.

We apologised for the confusion caused and recognised that the incorrect patient’s details had been filed in his medical records. We assured the complainant that these had now been removed.

 

Complaint received from a patient who was unhappy with the response provided to her by the Patient Advice and Liaison Service (PALS) regarding her post-operative care as an inpatient.

The Trust apologised to the patient for the distress caused to her and ensured that her discharge summary was appropriately amended and a copy sent through to her GP practice.

 

Complaint received from a patient regarding the difficulty she had experienced contacting the Urology Secretaries to arrange her outpatient appointments.

The Trust apologised for the attitude of the secretary she spoke with during her telephone call and assured her that the member of staff was spoken with regarding her concerns. We informed the patient that in light of her concerns, the Trust’s Medical Director had reviewed her care and treatment and a letter of referral was written to a Consultant within the Trust to ensure that her care and treatment is coordinated appropriately.

 

The Trust received a complaint from a patient regarding her experience in A&E and felt that she was rushed and not listened to.

We assured that patient that upon review, the management plan chosen was reasonable given her presentation at the time and apologised for the poor communication she received during her attendance.

 

A patient wrote to the Trust with concerns regarding her hysterectomy and that she felt that the Trust had been negligent.

The patient’s concerns were further investigated  by the Trust’s Clinical Governance Facilitators and a Learning Panel took place to identify areas for improvement within the Trust to help ensure that instances like these do not reoccur.

Upheld Complaints-December 2017/January/ February 2018

The Trust received a complaint from the son of a patient who passed away at the Trust with several questions regarding his father’s care and treatment.

The Trust reviewed the patient’s care and treatment and advised that the care given was appropriate, but recognised that there was a miscommunication error between the teams caring for the patient. We apologised for this error and recognised the distress caused to the family as a result and the complaint was shared anonymously with the Teams for reflective learning.

Complaint received via email from the father of a patient querying the rules of admitting patients to Hascombe Ward and highlighting issues with his daughter’s admission.

The Trust apologised for not admitting the patient to Hascombe Ward and in light of the complainant’s concerns, the Trust policy for the Hascombe Ward admission criteria was revised.

 Complaint received from patient raising concerns of complications following a procedure performed at the Trust in October 2017.

A meeting was held with the complainant, their consultant and the Speciality Manager for Urology and a subsequent letter was sent apologising for the shortcomings identified.

Complaint received from a patient regarding her recent birthing experience at the Trust.

We apologised that the patient’s birthing experience was affected by the behaviour of Trust staff and have thanked the patient for her suggestions of improvements, each of which have been discussed at Women and Children’s governance meetings.

Complaint received from the daughter and son of patient regarding their father’s discharge from Albury Ward.

The Trust recognised that there were some shortcomings in the patients discharge arrangements with regards to the communication between the ward and the patient’s family. The Trust apologised and recognised the distress caused to both the patient and the family and Albury ward staff were reminded of the importance of good communication.

Complaint received from the husband of a patient regarding his wife’s care and treatment in A&E.

We recognised that the patient could have been given an extra dose of analgesia and the nursing documentation was not of a high standard. This complaint was shared with the ward anonymously to ensure staff could learn from the patient’s experience and improve their documentation.

The Trust received a complaint from the son of a patient regarding his mother’s care and treatment at the Trust during her admission.

A meeting was offered to the complainant with Trust staff and the Trust apologised for the delay the patient experienced in A&E and for the distress caused to both the patient and the family at the time.

Complaint received from patient who was concerned that they were not reviewed in a timely manner following their hand surgery.

The Speciality Manager for Trauma and Orthopaedics telephoned the patient and apologised for the patient’s unsatisfactory care pathway, and arranged for the patient to have a further appointment in the outpatient’s clinic to raise any further concerns with a Consultant Orthopaedic Surgeon.

Complaint received via The Right Honourable Jeremy Hunt’s office from a patient regarding waiting times in the Trauma and Orthopaedics outpatients’ clinic.

The Trust apologised for the delay that the patient had experienced, and reiterated to staff the importance of informing patients of any delays and maintaining good communication throughout the clinic.

The Trust received a complaint via email from the mother of a patient regarding the patient’s attendance to A&E and querying if a diagnosis was missed.

We recognised that the communication between the A&E doctor and the Paediatric Doctor could have been better. The complaint was shared anonymously with both the A&E Department and the Paediatric Department for reflective learning and to identify areas of improvement in communication between the two departments.

Complaint received from patient regarding the care and treatment they received from the Gynaecology Department with the query of why their diagnosis was missed.

The Trust apologised that the patient’s rare condition was not identified during their admissions to the Trust. The complaint was anonymised and shared with the ward for reflective learning and identification of learning points.

Email received from patient regarding the delay between their referral to the Trust and their appointment in the pain clinic.

We apologised for the inconvenience caused by these delays, and recognised that this was due to the ongoing issues experienced with our Patient Administration System APAS. The Outpatients Administration Team is working hard on an Outpatients Transformation Project to rectify these issues.

Complaint received from patient regarding a possible misdiagnosis in A&E.

The Trust apologised that the patient was not provided with the appropriate discharge documentation and after review of the case, assured the patient that all care and treatment given was appropriate at the time of the patient’s presentation.

Complaint received via email from a car park user regarding the charges they incurred whilst the car parking ticket machines were out of service.

After investigation, it was identified that on this particular date there was a site wide problem with the ticket machines which was quickly fixed. We apologised for the manner in which the car parking staff spoke with the patient and for her poor experience.

Patient complained regarding their cancelled outpatient appointment and the poor communication surrounding this.

We apologised for the poor communication the patient experienced and recognised the inconvenience caused to them. In light of the patient’s concerns, the Appointments Centre have reviewed their booking processes to ensure that instances like these do not occur in the future.

Complaint received from daughter of patient who was dissatisfied with the communication surrounding their mother’s discharge from the Trust with concerns raised regarding their mother’s admission.

The Trust apologised for the poor communication experienced by both the patient and their daughter. A Trust wide communication was circulated to all wards reminding them to refer all IBS patients to the Dietetics Team.

Daughter of patient raised concerns regarding her father’s A&E attendances and raised questions regarding his care and treatment.

It was identified that this complaint should be investigated further by the Clinical Governance Facilitators with a comprehensive report which was actioned immediately.

The Trust received a complaint from a patient regarding the poor communication they had experienced in the Trauma and Orthopaedics Clinic and concerns raised over the pain they were experiencing following their surgery.

The Trust apologised that the patient was not given clear advice following his surgery and for the appointment issues experienced.  The importance of clear communication was reiterated to staff and the complaint was shared anonymously with staff for reflective learning.

Complaint received from the mother of a patient regarding the communication surrounding her son’s Ear, Nose and Throat appointments.

We apologised for the poor communication both the complainant and the patient experienced and for the inconvenience caused. The Appointments Centre has since reviewed their processes to help ensure that instances like these do not reoccur.

Complaint received from patient regarding their care and treatment in the Maxillo-Facial Department at the Trust and the poor communication between the patient and the Medical Team

The Trust apologised for the miscommunication the patient experienced in the clinic and shared their complaint anonymously with the Maxillo-Facial Team for reflective learning.

Email received from patient regarding her birthing experience at the Trust and concern over the lack of monitoring given to her and her baby.

After reviewing the patient’s care and treatment, the Trust advised that the care and treatment given was appropriate but recognised that there was a delay in transfer between wards. The Trust apologised and shared the complaint anonymously with the Women and Children’s Team for reflective learning.

Complaint received from patient with the concern of a missed diagnosis in the Trust’s A&E Department.

The Trust apologised that the doctor did not introduce themselves and that she felt that her concerns were dismissed. The importance of introductions and good communication was reiterated to the A&E nursing and Medical Team.

Complaint received from family of patient regarding their discharge from Eashing Ward.

We apologised that the patient was not discharged in the appropriate clothing and recognised the distress caused to both the patient and their family. The complaint was discussed at the Eashing Ward monthly meeting for reflective learning with all of the nursing staff.

The Trust received a complaint from the son of patient regarding the communication with both the patient and their family regarding their discharge from the Trust.

The Trust apologised that the family’s request was not appropriately documented and assured them that in future, ward staff will ensure that any requests are documented in the patient’s medical records and communicated with the ward’s Medical and Nursing Teams.

Complaint received from patient regarding issues they had experienced with arranging their outpatient appointments and difficulty contacting the Gastroenterology Secretaries.

The patient was contacted via telephone by Julie Wardle, Assistant Speciality Manger for Acute Medicine who discussed the patient’s concerns with them and arranged for their outpatient appointment to be rebooked.

The Trust received a complaint from a patient regarding inaccuracies in a Cardiology clinic letter and Cardiology Administration

We apologised for the difficulty the patient had experienced and amended the clinic letter and sent a copy to the patient. We assured the patient that the department is now fully staffed with all administration duties up to date, which will help to ensure that instances like these do not reoccur in the future.

Complaint received from mother of patient unhappy with delays they had experienced in A&E.

The Trust apologised for their experience and recognised the distress caused to both the complainant and the patient. The Trust advised that it is necessary for A&E assessments and clinical observations to be carried out during each attendance and apologised if this was not appropriately communicated at the time.

Complaint received from patient regarding the attitude of a doctor during their outpatient’s appointment.

We apologised for the attitude of the doctor and for the distress caused to the patient. This complaint was shared with the doctor and their manager for reflective learning and the patient was arranged a further outpatient appointment at the Trust with a new Consultant.

Complaint received from the parents of a patient regarding the patient’s care and treatment at the Trust and querying the management of their medical condition.

The Trust’s Medical Director met with the parents of the patient to discuss their queries and concerns with them and subsequently discussed their case with colleagues at Great Ormond Street, and Consultant Paediatricians at the Trust.

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.

Royal Surrey Charity