How do I make a complaint whilst still an inpatient and very sick?

[Christmastits]

I had my catheter removed today by a health care assistant.

She said I had to press the buzzer when I needed to pee, so I did. I can't walk unaided because I'm
Very weak and I'm on oxygen. So I need a commode or a bed pan.

I pressed the buzzer and 15 separate times a staff member came in and turned off the buzzer and said they'd be back in a bit. The last one told me to wait and unplugged the buzzer

I pissed myself in a hospital bed at the age of 26. I actually pissed myself. I was so humiliated. I feel so ashamed.

I pressed the buzzer and nothing happened so I had to wait for someone to come into my room which was another hour or so. I did shout but the door was shut due to infection control.

She came back eventually and told me off for peeing myself, and then outside the door called me a dirty cow.

Then to add insult to injury 3 hours later the dr came by and asked where my catheter was as I'm still on hourly urines.. so I've been re- catheterised so the whole thing was pointless.

Anyway. How do I go about making a formal complaint without making my care worse? I want to discharge myself and go home but that's not an option.

So sorry you’ve experienced this. Please contact PALS, and make notes of everything.

Yep sukidog and its so unfair as the few 'grumpy ones' taint the rest of the work the numerous good ones do. I remember waking up in hospital once and not being able to breathe, the most loveliest nurse stayed with me whilst another called the on call doctor, and she stayed with me after he'd gone too. Just sat at my bedside holding my hand. It was a quite night and it was the middle of the night when it happened. It meant so much to a patient like me who was bloody terrified. It was a while ago now but I still talk about that kind nurse.

I had a midwife call me stupid when I told her there was a problem. Took another 12 hours for someone to check on me. Caused me problems for nearly a year and then nearly caused the death of my next baby and myself. Yet this is a worse example of non care. Please complain. Make noises. People like this shouldn't be allowed to bully anyway never mind vulnerable patients. I wish you a speed home coming.

Sadly can also agree PALS can be useless.

During one of my two emergency operations last year, my underwear was removed while I was under. I have PTSD and severe anxiety attacks thanks to childhood abuse, inc sexual. So I'd checked, and double-checked it was ok to wear them, and explained why to consultant. Had changed into new ones immediately prior to being taken down. Woke up, took until I got back to Ward and needed to pee I found no undies. Having a full-blown panic attack just after major surgery isn't great...

I'm still waiting on PALS for a reason for removal, never mind a resolution.

You poor thing, that's disgusting behaviour on their part.

I hope you recover well

Just wanted to flip the coin too....

Due to childhood abuse. I have problems being vulnerable, especially in a communal environment such as a hospital ward. A HCA noticed I was still awake at 1am, I find it difficult to disclose anything about my childhood, yet she made me feel comfortable enough to mention basics. She pushed it through the channels, 45m later I was given IV diazepam. HCA stayed until it knocked me out.

She got flowers following my discharge. Very special woman.

I would risk almost any consequences not to ever go to a hospital ever again. Last two times were very scary. First was maternity - despite CS I discharged myself ASAP because they were too busy to care for me.
2nd time bullied at my most vulnerable by 2 private hospital nurses in charge.

I am very assertive, but would be genuinely too scared to complain whilst in hospital for fear of reprisals. Good luck OP

I know there are good and bad everywhere, but I regularly relive harrowing scenes 10 years later.

Threaten then with the care quality commission. You might find that gets good results.

That’s disgusting, do you have the nurses names etc. Do you have husband/partner who can come in and complain on your behalf,

Sorry to hear that OP. Hope you're feeling better soon.

That’s appalling, I’m so sorry. I had similar after my C-section and have never felt so vulnerable, degraded and powerless
I hope you feel better soon and can get some sleep - you’re not alone x

With a lawyer present. They don't care unless they think they'll be sued.

With all due respect, OP, if you won't escalate this beyond the ward then you're part of the problem. When you're back at work you'll know that HCA is there in the same hospital, treating other patients badly and having had a slap on the wrist at best. Make sure you are clear on what a 'formal investigation' actually means. I know this sounds harsh as you're still unwell yourself, but you seem quite susceptible to the idea that taking your complaint too far would be excessive somehow. It's not. Stand up for patients like you - the ones you will be caring for again yourself - because we need staff like you not just to let it drop quickly. As you said yourself, imagine the position an elderly patient with no family visiting finds themselves in?

The op isn't responsible for everything that ever happens on that ward. She's hugely vulnerable. It's enough she's made the nurse in charge aware,

That’s awful

I had a catheter last year it leaked and I woke up in a puddle only 4 hours after major surgery ... called the night nurse and she told me off ! She took the catheter out and left me sitting on a bed pan. She left me there for 45 minutes, I was in a private room, in the pitch black as I couldn’t reach a light switch at 2am

I complained the next day and the ward sister and one of the hospital managers came to see me. They said they’d look into it but I didn’t hear anything further. Not that it should make any difference to care, but this was at a BUPA private hospital

I’d also been given a pca, where you press a button to have more morphine. Unfortunately I started being sick and I was told off for using the morphine! When my consultant came round, I said how much pain I was in and he asked why I wasn’t using more morphine!! Timing is everything and whilst he was talking to me the same nurse returned with an injection for the sickness. She told me to pull up my nightie when the consultant said why are you doing that when she has a cannula in her hand, her response was because it’s quicker for me ... the consultant took the needle off her and injected it himself

The staff won’t care your husband is a lawyer, nor should they, and just because he’s lawyer does not means he specialises in hospital complaints.

I can’t see a formal investigation being took place without raising a written complaint through PALS, as a nurse I’d have thought you would know the staff don’t have time to do this as well as there normal job, it’s why there is a complaints procedure.

I hope you get well soon.

The nurse in charge needed to know, when you feel strong enough either you or your dp should ask what has been done, ask to speak to matron and yes I think sadly you do need to submit a written complaint naming those who have abused you, otherwise I don't think anything will change, it's so depressing when horrible staff just get transferred to work in a different department. Hope you are beginning to feel better.

Had, it's the ward managers responsibility to start off an investigation

Retired, yes, but t would not be a formal investigation at this stage.

I just wanted advice how to do it as a patient and still receiving care.
It sounds as though you're scared to make a complaint, as you work there you've seen what happens to patients who complain. Which is quite worrying, as someone who has capacity. It makes you wonder how they treat the vulnerable.

I agree, it has to be in writing, it's horrible isn't it, I wonder sometimes why some people go into caring, maybe they just can't relate to younger people, they may feel threatened if it's a hcp, whatever the reason I find it unforgivable.

So sorry OP, it’s a shocking way to be treated, a total lack of dignity and respect. Take the complaint all the way, there is far too much of this going on. I know the NHS is under pressure but there is no excuse for this.

Hi OP, I've got no advice. I'm sorry you've been treated like that when your poorly too. Hope you get it sorted and they treat you better.

it's the ward managers responsibility to start off an investigation
Under the supervision of someone higher up, in order to prevent the investigator fobbing the complainant off

It sounds as though you're scared to make a complaint, as you work there you've seen what happens to patients who complain.

Yes I thought this too. OP is clearly worried about the possible consequences of complaining which is awful.

NorthernLurker she is vulnerable, but not as much as some patients. She has a husband around who can stand up for her, and she knows the system (though not the complaints end). She is in a better position than many to draw attention to substandard care.