PALS complaint timeframe and questions

[AnneLovesGilbert]

I raised a complaint with PALS about my postnatal care. At the time I just wanted to get it off my chest, very politely, and a couple of HCPs had suggested I make a complaint due to some extremely poor practise that they thought warranted raising. I submitted it early May, got a very nice reply saying they were on it and put it from my mind.

Something made me think about it so I replied several weeks ago to ask what was happening and was told very apologetically there was something about proof reading and division approval and I’d have a response in no more than a fortnight. I’m now wondering what’s going on as I’ve had another email saying there are further delays, something about clarification and division and it going to a complaint lead.

I didn’t want any particular outcome and didn’t think about it for months but is this a normal timeframe? Any clue what’s going on or why?

PALS are absolutely overwhelmed in most hospitals at the moment. I've know investigations take 12 months +
Are you expecting a response from PALS or are you going via maternity debrief route?

Oh blimey, I didn’t know that. I’m not having a debrief, they’re great and I had one with my first but the delivery part wasn’t the issue.

Hopefully it won't take that long! Basically don't get disheartened and keep asking. Depending on the level of investigation its been allocated to it sometimes need various levels of sign off. Fingers crossed you hear soon.

You’re so kind, thank you. The daft thing is when I did it I really wasn’t expecting or hoping for anything in particular or within a particular timeframe but now it sounds quite complicated and has been months with it bouncing around departments or divisions or whatever I’m wondering what the response will be.

Do you work in a hospital?