NHS formal complaint process - what to expect

[Cantpee]

I’ve posted before about my recent csection where the surgeon made a serious error by suturing my ureter. This means I can’t pee properly, I have a catheter in my kidney and I need further major reconstructive surgery.

I made a formal complaint recently to the NHS trust and have been invited to attend a meeting with various staff including the head of Midwifery and my consultant.

Im wondering if anyone has attended a similar meeting before and what to expect? Any advice?

Take a list of any questions you have.
Make your own notes.
Ask for plans re reconstruction i.e. will they refer privately or arrange physio whilst you are waiting.
If you intend to record it on your own device then ask or it won't later be admissible evidence.
You should be offered copy minutes.
If you want an apology now is likely the opportunity. It's important to patients but once formalities are involved then hands are tied.

We did and found them very defensive and willing to pass the buck, hiding behind medical jargon and differing opinions. It sounds as if you have two separate issues. A debrief with Head of Midwifery as to how you ended up in the situation to help support you with any emotional issues and a meeting with the surgeon to discuss what went wrong and how it could have been handled differently if relevant, Take a list of points to which you would like responses. Ideally you want someone from the PALs/complaints side taking notes and willing to send you a copy of their report which should then be reviewed internally under the serious incident protocol. Also take your own notes or have someone you trust accompanying you to do so. Good luck and try not to be daunted by any sense of self importance on their side.

Thank you I didn’t realise I could ask someone from PALS to attend. My consultant actually called me today to apologise and ask me to attend the meeting (he’s not the one that did the surgery, I was just consultant led during my pregnancy). He said I will receive a letter next week arranging the meeting. As far as I know it is being investigated as a serious incident but I also have a solicitor instructed so want to make sure I don’t do anything that might go against the case.

A complaint is separate to a clinical negligence case. If the complaints process is effective it should give you faster answers that may help a case. But ultimately your solicitor will still need your notes and medical reports

And as above, you should get a separate maternity debrief to help process any trauma

It’s my understanding that the midwife has been part of the investigation and isn’t there in a compassionate role, if that makes sense. There were other failings in my care before and after the surgery.

That’s fine but it seems as if you could also benefit from a separate debrief by a specialist mw to help you understand any uncertainties you have over what happened and offer support. It might be best if this was on a separate occasion prior to your formal meeting. The complaints meeting itself will include a lot of information, some of which could be difficult to hear and process, and can be exhausting in itself so you do need to be prepared.

Take advice from your solicitor.

My experience is that the NHS will lie, blame you, and prioritise protecting their reputation and legal liability ahead of protecting - or doing the right thing by - you.