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.

It's lazy incompetence. Sadly that's all too common in the NHS, where we all make excuses for this kind of bullshit.

I think something like this should be gross misconduct dismissal. As a lawyer if a client asks me to write a letter and I pretend I have (but I haven't) I can be struck off. Not just lose my job but never work as a lawyer again.

Yet the nurse in this instance whose job is to attend to patients on her care can be asked to help some one with a bedpan, ignore that request 15 times, and what will the consequence be? At most they might get a ticking off. It's quite clear everyone will close ranks etc and protect those who clearly shouldn't be employed.

A friend of mine had their buzzer taken away in hospital when they asked twice for medication after major surgery. They should have had a morphine drip. They had nothing for 12 hours.

It's appalling and inexcusable.

Sorry meant to add: OP I hope you are soon out of hospital and on the road to recovery

Please complain and take names and faces. I’m so sorry this is happening, it’s absolutely shocking

Also take secret videos if possible. Just pretend you’re holding your phone or set it down on record

You shouldn't have to take secret videos and this is not something that most people would advise, there are privacy laws which her husband would know about. Of course op is vulnerable, she has been extremely unwell and being in a side room can be really isolating, it doesn't matter how old you are, what your mental capacity is, you are a patient and you deserve to be treated with dignity, respect and kindness. If staff don't like looking after people then leave and get a different job. There are laws around wilfully neglecting patients and taking someones buzzer away because its annoying is despicable and extremely unsafe.

No she absolutely shouldn’t have to, but unfortunately sometimes things aren’t taken seriously without her shoving it in peoples faces and saying look at what’s happening. It isn’t breaking any privacy laws!

Sorry to hear that you're still so unwell OP - I remember your earlier thread.

And dreadful that you have been treated so badly. Hopefully you have been treated much better today.

I seem to remember on your previous thread you mentioned something about your manager being very nice and caring, could she (or indeed is there anyone else from SCBU that is senior and would be listened to) come and visit you - and then blow a rocket out at the dodgy nurse who treated you so badly?

Are you well enough to write in your notes? I don't know if you're allowed to as a patient but at least then it would be a contemporaneous factual account of what you needed and what happened. As an HCP I'm guessing you know how to write up notes properly so they can't complain on that score. But just things like 10:27 Buzzed for nurse, asked to be taken to toilet, nurse xxx refused
10:35 Buzzed for nurse as needed to be taken to the toilet urgently
10:40 nurse answered buzz,refused to take me to the toilet or provide any other assistance despite being told it was urgent
10:41 nurse badmouthed me outside the room, specifically said xxxx
and so on.

Also - if you have your phone there - any chance you could set it to record when you buzz, one - to show how long it takes to be answered and two - to show how well - or not - it was answered. if somebody answers and is helpful, polite etc - delete it and don't think any more of it. If they are rude or obnoxious then show it to the matron or ward manager or whoever is appropriate to ask them if they think is how you should be treated.

You could say if anybody says anything about being recorded that you are feeling very poorly and you want to make sure that you have an accurate record of what people are saying to you so you don't forget, and that you can't imagine why they would have a problem with this because that would imply they were planning on doing something untoward; if they are acting professionally then there is nothing to worry about.

Do hope you start to feel better and actually get better very soon OP - you've had a really rough January

Cross post on the secret videos - definitely needs to be done!

Yes its a good idea to keep a record of help that you dont get, if that makes sense. Any improvement today.

Hope you're being well cared for tonight OP and that HCA got a swift kick out the door.

I made a formal complaint to PALS and the head of nursing.

The carer in question has been suspended. And actually the horrible atmosphere on the ward has gone. DH is staying here round the clock now he's got a little bed and everything. I'm sleeping a lot but it's so nice to know he's there.

I've had apologies from the sister, Matron and dr in charge of my care. But I want this to go all the way.

I've grown a pair of balls and the attitude of the ward needs to change so that care can be given safely

Thank you for the help on this thread

Really pleased to read this update. It is attitudes that need to change - including those of colleagues that don't want to rock the boat or 'go too far' in dealing with things through official channels.

How are you feeling yourself OP? I hope things are improving for you and there's some prospect of going home.

I'm so glad to read that, Christmas.
That's something that no patient should have to deal with.

@ShakeTheDisease they're talking about maybe home next week? Or the week after if I can come off the oxygen and get my crp down!

I walked to the cafe today fuck me nearly killed me!! But I might get to go home for the day tomorrow as they've changed my IVs to once every 12 hours so they're happy for me to go home and then come back in for a my night one. Or at least I can go for a longer walk/ coffee/ lunch with DH in the city centre as it's within spitting distance of where we are so that's really positive

Well done OP. I've been following your other thread and so glad you're much better than you were (scbu nurses are close to our heart in my family ) and also that you've complained. People with the attitude of that HCA are really in the wrong job. Well done for complaining and thank you for making a stand.

AMAZING! I'm so happy for you. You're made of tough stuff and I wish you the speediest recovery your body can manage.

Omg that's shocking
Wishing you a speedy recovery 💐

Been following this and your other thread, Christmas.
Very glad to see the update.
Hope you're now on the road to full recovery

Something I read about on hospital posters is Dignity.
Some staff need reminding of that.
Glad to hear you are on the mend op x

What is being done about the 15 times different nurses came in and switched off your buzzer?

Have read both threads but not commented before. I just came on to say that I'm so pleased you made the complaint and got a result Christmas. Looks like she picked on the wrong person this time. What a disgusting way to treat a vulnerable person.

Pleased to see your complaint has been escalated. Absolutely shocking!!
Get well soon x

Well done op. So glad your complaint has been taken as seriously as it should have been. I hope they are dealing with your buzzer being ignored all those times too?

Also very happy to hear you're feeling better. Getting out for a few hours will also do you some good.

And your DH sounds awesome. Take care

With all respect pressing the buzzer 15 times is excessive. As a nurse you should know some patients can be really poorly, and they take priority over time and other patients needing the toilet. Wetting the bed is unpleasant but not an emergency.

Your care sounds lacking in other areas but on this issue I can't agree.

Well done, OP. Get well soon.