Can I complain to an NHS Trust about the poor treatment of another patient?

[MIAUUU]

I accidentally witnessed someone being treated very poorly and insensitively by a doctor in hospital while being given absolutely devastating news. This was on a shared ward, so we were in earshot of each other, but otherwise I do not know this patient at all. They was she was spoken to was absolutely unacceptable, especially because what she was told was anyone's worst nightmare that should have been handled very sensitively and privately. I don't know if the patient will raise a complaint against this doctor, but somehow I feel if she does then I would like to offer being a witness to what had happened. Is there any way to do this? Also I would like to complain to this Trust as it was just unacceptable conduct, but because it didn't happen to me I don't know if I can do so and if yes how? If anyone has experience with this I would be grateful. Thank you!

Patient confidentiality was breached
Speak to PALS

That’s nice of you to want to complain on her behalf. As above, definitely PALS, each hospital will have their own PALS contact which should be available from switchboard or from their website.

Good luck and try not to let it play on your mind too much. Difficult I know.

Thank you both! Would I be given any response to the complaint if it wasn't about myself? Not with details about the patient of course, but in terms of whether conduct was found to be inadequate?
It was extremely traumatic to even overhear it, let alone imagine someone having to live with that reality. The words of the doctor have been echoing in my ears since and I cannot get past it. Feel awful, because this isn't my sorrow, but due to having been there at that moment I feel so affected and I am absolutely devastated for her.

Please complain, otherwise this stuff continues.

You can’t complain on behalf of the other patient (and if you tried they would not be able to respond to you as that would be a breach of confidentiality). If you feel it affected you badly you could complain for the effect it had in you.

Thank you, will definitely do. Just trying to understand how to do this so that it will actually be taken seriously and not just someone making a fuss about something that isn't even about them.

I complained to PALS about the treatment of another patient and they contacted him to find out more. In the end, it was resolved.

Good luck Op and well done for speaking up on behalf of another person.

Greybeardy: Yes, that is what I was afraid of, that I can't make a complaint about someone else's case. And yes, I understand that it would not be possible to get a response.
If I complain about the effect it had on me, then I am afraid they will just say we are sorry you overheard it.

Of course you can report your concerns about a health professional.

You will get limited detail in response because of confidentiality but should expect a “we will investigate this fully” response.

The thing is, if their communication is so poor it helps to build a picture and potentially might lead to some additional training.

I’m so sorry you had to hear it though.

Motnight, thank you so much, that is encouraging!

My mum complained about the unacceptable treatment if a very vulnerable elderly woman who was on the same ward as her.

The woman had dementia, no visitors and couldnt have done so herself.

Ive no idea if anything came of it, but mum felt she couldnt stay silent. It really upset her.

I think you could complain via PALS, regardless of whether the other patient complains. It undermines your confidence in the service, it makes you fearful that perhaps they'll be speaking to you like that tomorrow.
You could also raise it with the ward manager if you feel you'd like a more immediate response. You may not hear back about how it was resolved, particularly as it relates to another patient, but that wouldn't stop me from standing up for someone I felt was receiving poor treatment.

Thank you very much everyone, I will approach PALS and really hope bo patient ever again will have to experience what this poor woman had to.