To make an official complaint about the NHS?

[Tuplo]

Also, has anyone made one?

Last year I went several times to my GP and got told my symptoms were due to menopause. Then one day I was suddenly in agony - on the floor type agony. Phoned an ambulance, told it was non urgent, friend took me to a&e. Spent hours being examined and having x-rays, told needed further tests but could go home as was too late to do them. Came back, admitted, condition partially diagnosed but needed more investigation still, possible cancer, two weeks for tests then surgery.

At that point I was given a discharge sheet outlining everything including that I was given open access to the ward and told to return if intense pain came back as this would be an emergency and I would need surgery immediately.

Pain recurred, thankfully ambulance sent this time, blue lighted screaming and vomiting. Got to hospital, couldn't get into ward for an hour, no one answering.

Eventually got in, dr examined, showed him paper drawn up six hours previous, ignored this said he thought I had a kidney infection, banging on my back and asking if it hurt.

Left in ward waiting area where nurse gave me paracetamol and told me dr had said to take this and then I could go home. Screaming, crying, vomiting all the time.

This repeated several times over the next few hours. Healthcare assistants walking in and out as I lay across chairs vomiting. Asked me what I'd had to eat that night and when I said nothing opined that this was why I was vomiting and in so much pain and should look after myself.

Overhead a conversation between dr and a nurse with dr saying I couldn't possibly have the complication (which it turned out I had) and her saying she thought I did. Also overhead another nurse saying, repeatedly, as I vomited, that "it's noisy in here tonight".

Eventually nice nurse came and told me I was being admitted, four hours after getting in under supposedly open access.

Had emergency surgery the next day.

A couple of months later did put in informal complaint about dr, got a letter back saying my admission had been delayed because no dr was available. They're lying. I saw a Dr. He just failed to diagnose me, even when it was all there in my notes.

It's taken me a long time to recover from the surgery, which was major. It's going to take me even longer to get over this dr's attitude. At two separate points while I was vomming all over the waiting room he came in and said 'what do you want me to do?' I fucking hate him. I thought I was going to fucking die and he was refusing to help me. He's a cunt that should never be allowed near another patient.

But: is it worth making a complaint? They've already lied to me once. Should I just get over it? (Somehow. I don't know how.)

Have you thought about getting a (no win, no fee) solicitor and making a civil claim that way? I have a sneaking suspicion that makes of an impression with hospital management.

This sounds absolutely hideous OP, I hope you're on the mend, physically and soon emotionally. I think it could be quite a soothing experience, writing it all down in a letter, what you went through. You can decide whether you want to send it after but writing it all down would be a great start. I had some dreadful complications that shouldn't have happened recently and the0 wonderful nurses themselves were urging me to make a complaint. Lessons need to be learnt from it at the very least. Good luck x

I would make a complaint .
Can I ask what you want as an outcome? It can be A very long and stressful process.
I've been there.... complained to several nhs services (gp and hospital) as they missed my dd cancer for 2 years!!!!

The nhs do a fantastic job and are stretched..... however this isn't your fault and the doctor should never have treated you this way!

I made a complaint from how my newborn was treated when he had sepsis. I made it clear to them from the start that the whole purpose of the complaint was to ensure no other baby nearly dies from sepsis and being treated how we were. The outcome I was happy with as they did a lot.of re-training etc for the staff.

Sometimes making a complaint needs to be done to ensure no one else is at risk

Have you thought about getting a (no win, no fee) solicitor and making a civil claim that way? I have a sneaking suspicion that makes of an impression with hospital management

Yes, because it costs the NHS more money it can't afford defending this.

OP - what outcome do you want? Apology? Doctor struck off?

Go ahead and make a formal complaint to the hospital.

I totally understand where you are coming from, but to see it from the other side - lots of people present with false symptoms to get medication; and not just for pain meds, but for meds with specific side effects. The doctor asking what you wanted them to do had a poor manner, but probably meant tell me what’s worse the vomiting or the pain. It is absolutely no excuse, and a complaint can address your issues: but (take it from someone who has been through this trauma three different times at different hospitals) it won’t make you feel differently about it.

I nearly died as did my son twice (and none of this occurred during child birth!). Each time I complained they sent a nice letter back explaining that I was wrong for x, y, z reasons and not even an apology. Eventually I went to counselling which helped come to terms with things. I fully understand the anger, the re-living the experience, the wanting to fix it so no one ever needs to go through that again; but I unfortunately don’t think a complaint or the reply from the hospital are going to help with closure.

If you make a complaint you need to take the emotion out of it. Understandably you are angry and upset but what you need to focus on is the Dr dismissing what the nurse said, not Co sidering your notes fully and the comments of what did he want you to do.

You absolutely should complain. I hate the attitude that the NHS can do no wrong. Well hello, everyone fucks up once in a while! My DM was shrugged off by doctors when she was pregnant with me, she had severe preeclampsia and we both almost died. People make mistakes and sometimes there need to be consequences when lives are at risk. Hope that you get better OP and you get the result you want from the complaint

Yes, because it costs the NHS more money it can't afford defending this.

If they defend it, knowing OP's version is correct, then they're wilfully wasting resources.

She's already complained once and received an inaccurate assertion about her care in response.

There has to be so mechanism that makes rogue HCP the management's problem.

Complain. Be strong. This was shit.

You should complain to the hospital about ignoring the discharge letter. I’m not sure about the gp.

If they defend it, knowing OP's version is correct, then they're wilfully wasting resources.

They can't defend it without investigation so that will take time and resource. I'm not saying she shouldn't complain but the "get a lawyer and they'll take your seriously" annoys me.

Sometimes the staff are so stressed and overworked they actually would appreciate a complaint. At least someone is acknowledging the effect of the shit state of the nhs. People are human after all.

Sorry you went through this I'm glad you're ok now.

I just want to say that in the past few months both my child and my dad have had emergency surgery and really the care has been second to none. Absolutely second to none and life saving. Sometimes these things happen because nobody knows what's going on. It's not their fault you got ill it's one of those things.

I work in nhs and know in our trust the manager of the hospital would beg you to complain. Theylike complaints and positive feedback as it gives them idea whats going right or wrong. Contact pals! When you feeling better write timeline of everything that happened bad and good. Hope you better soon x

Oh god, how awful. I also think that you should complain, if only for the safety of future patients. If it is difficult for you to talk about it request all communications done by letter or email.

@coles...the sueing thing just gets peoples backs up. The hospital needs to know whats going wrong so first step pals with factual timeline of events. Keep emotions out of it. I know our trust likes this method as easy to work out what went wrong and make sure it doesnt happen again.

They can't defend it without investigation so that will take time and resource.

I'm not saying she shouldn't complain but the "get a lawyer and they'll take your seriously" annoys me.

So you think they'll investigate when they receive a civil action but not when they get a complaint?

Doesn't that rather support my stance? Bearing in mind she's already complained once and been fobbed off with an untruth? I wouldn't suggest it as a first resort.

the sueing thing just gets peoples backs up.

It used to get mine up too until I worked in the public sector

YANBU to want to make a formal complaint about the doctor and the other issues around your care. Please do put in a good word for the nice nurse though - good feedback is just as important as bad for improving care.

Surely the nhs trust wound have liability insurance that would pay out, and it’d only “cost” the increase in premium?

We’re in a situation where a mistake was made in my sons operation, there were bad medical consequences and friends said we should complain. I dunno, the result of the error caused a big problem, but the “problem” was listed as a risk on the consent form. And on the third readmission the consultant stepped up and took over which I guess was something.

I feel guilty that we should be taking it further but I could only do it if I no win no fee company did the work, I can’t take on fighting the hospital on top of everything else I am doing.

Do you have legal cover provide with any insurance policies, or through your employer. Might be worth having a chat with them.

Sorry that you had this experience. If you want to complain you should. However I think you should be clearer about what and who you are complaining about to ensure you get the right outcome.

I think you have issues with;

• the doctor for not “diagnosing” the complication sooner given the reference on your notes.
• the lack of treatment after you got to the ward and before admission to a bed. This meant you were left in a common area in distress and pain.
• the delay in admission, see above
• the attitude of the HCAs
• the lack of compassion shown by the team to your circumstances, being left in a common area and overhearing conversations about you and your treatment.

You seem to already had some of the complaint investigated. If you are not satisfied with the response say so. This is your right. But decide what it is you want out of this, an apology, more investigation , more explanation or for something to change so this doesn’t happen to someone else.

Without detail it is impossible to comment on some of this. But it might, just might, be the case that the doctor who seen you and prescribed painkillers was not qualified or experienced enough to confirm or authorise the treatment needed for the complication. The delay may be due to the need for a specialist, probably a surgeon.

I think you should certain complain - but if your primary issue is with the treatment you received from the individual doctor you really need to contact the General Medical Council as they oversee doctors and deal with complaints against them, not the hospital.

He's I'd make a complaint because systems need reviewing.

Keep it factual and billet points. Not long sentences.

Eg
•on x date I experienced y pain and attended x department.
•I was given x y and z investigations.
•I was admitted on x date
•I was diagnosed with x
•x was explained to me

I obviously have no idea of actual details and they must be chronological and factual.

Then decide outcome you want.

Just be aware the dr could have been a Young new dr who had no idea about what you had and was suffering under pressures of current flailing nhs. Think seriously about how you want this resolved so another doesn't differ in same way. I'd also be asking they provide you with an councillor.

I have a lot of experience of complaints. Black cat is right: "Just be prepared that this rarely happens". Your complaint isn't looked into properly; people lie, rarely get an apology and it's not heartfelt.

You need to know this. And deal with your pain and anger in another way.

Do you know the doctors name? If so complain to the General Medical Council.