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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To wonder if there is any point complaining to PALs

49 replies

01iv30i1 · 01/01/2022 07:25

I suspect everybody in the NHS just bands together if patients aren’t happy or feel there has been negligence. Saying it just informs future practise doesn’t really help the patient and sounds like giving off before it has even started.

Is there any point putting the time into doing it?

OP posts:
ThinWomansBrain · 01/01/2022 07:35

depends what you're complaining about?
I made a formal complaint a few years ago, received an apology for the treatment I'd received, and a commitment that procedures were being changed to avoid the situation I'd complained about.

Original poster
01iv30i1 · 01/01/2022 07:38

So no benefit for you the patient just future patients if it actually happens?

OP posts:
Cardio101 · 01/01/2022 07:41

What benefit are you looking for?
Financial? - you need a lawyer
PALs - will investigate and apologise if it’s a justified complaint, steps put in place to prevent this happening in the future

AuntieMarys · 01/01/2022 07:42

Are you after money?
My friend is awaiting a substantial payout after negligence which has impacted her future.
I complained to PALS about a hospital stay last year, and was called by the 3 different departments concerned within 4 hours. New procedures have been implemented which will benefit future patients which is the outcome I wanted.

steff13 · 01/01/2022 07:44

What do you want to have happen?

Original poster
01iv30i1 · 01/01/2022 07:51

Don’t want money just for my child to get what she needs and staff held to account for poor practice.If it’s just there to placate it’s additional stress for nothing.

OP posts:
Original poster
01iv30i1 · 01/01/2022 07:58

Are complaints logged anywhere outside of the NHS or is it just an in-house thing and not taken very seriously?

OP posts:
BlackKittyKat · 01/01/2022 08:02

Depending on the situation, you may also get a debrief/meeting with a relevant consultant to talk through what happened and why, which can be beneficial. You may also be offered counseling, if needed. This may help you.
I think it would be worth speaking to PALS.

Sorry you have been let down.

BeautifulBirds · 01/01/2022 08:11

In my experience, no. I sent a complaint letter three times via email and once in the post. Got automated 'thanks for your email, we will contact within 3 days' email. That was 12 months ago. I've heard nothing since. The hospital I was at removed access to my treatment after 10 years.

Original poster
01iv30i1 · 01/01/2022 08:16

Is it taken seriously within the NHS?

OP posts:
Londonnight · 01/01/2022 08:16

I have had to complain to PALS in the past about the way my child was being treated by paediatric doctors. I have found it does help.
They liaise between you and the doctor. They set up a meeting with the doctor to discuss the problem, which was taken on board. It changed how they treated my child.

Doctors don't want complaints on record, so this is a good way of hopefully resolving issues without it going on record.

bcc89 · 01/01/2022 08:18

Your post hasn't given enough information whether it's worth complaining.

I complained to PALS while I waited for some test results that were taking months. PALS got me my results within a week.

I probably wouldn't complain to PALS about a past event, they are very stretched. Unless it was very traumatic for me, I guess, but it's hard to say.

I would complain about current events to receive help during them. PALS have been excellent when I've needed.

bcc89 · 01/01/2022 08:18

@01iv30i1

Is it taken seriously within the NHS?
It depends what "it" is.
User154871 · 01/01/2022 08:21

I've got a complaint in currently. U write to PALS while it was happening and they promised a meeting with someone in charge - which happened same day with them committing to make changes for future patients and apologising.
The other part is being investigated as a formal complaint. It was initially recorded by the investigating officer as a generalisation that sounded trivial probably because they don't want things on record. I've written back refusing to allow them to generalise so that it gets recorded properly as then they will have to show they've taken steps to address each of the bullet points being investigated. At least, I hope so. There's a limited amount a formal complaint can achieve. If you want money you need a lawyer.

KoreyBay18 · 01/01/2022 08:25

I complained to PALS last month about the 18 month wait for my DS to see a paediatrician (he saw one virtually back in Feb, she said she wanted to assess him in the clinic and we were still waiting for an appointment for that). They received the complaint and called me 3 days later with an appointment the following week.

Id recommend it.

Pieminster · 01/01/2022 08:25

We complained over terrible negligence by CAHMS. Stressful upsetting and pointless and wish we'd never bothered as yes they were sorry etc but nothing has changed. It was as you are concerned about, an internal investigation. We could have taken it further but just couldn't face the stress and upset any longer as we were under enough pressure as it was.

We were left angry and frustrated.

Clearly this is what happened to me and maybe we were just very unlucky but I wouldn't go through complaining through PALS again as they closed ranks

Seahawk80 · 01/01/2022 08:34

I have always had a positive experience with PALs, I sadly had to have 2 terminations for medical reasons, unfortunately both times there were members of staff who were unprofessional/ negligent. In my case it did benefit me as I got pregnant again and had the contact details of the top people at the scanning department who then ensured I had the best care. So if it's something ongoing you would benefit from it, as well as making sure things improved for others.

Rover83 · 01/01/2022 08:40

It depends what the problem is. The trust will normal pass the complaint on to the relevant manager to investigate. Normally more serious incidents are picked up straight away. Occasionally if a nurse has been involved in negligence the trust can pass their details on to the nurses and midwives Council to investigate the nurses conduct. None of this will be of benefit to you though, the most you are likely to get is an apology that you were unhappy with your care.

You could ask PALS to organise a debrief with your daughters named consultant and ask them why certain things weren't done.

SmallMexicanChihuahua · 01/01/2022 08:41

YANBU. In my experience, health professionals will lie and cover up for each other even when they know they're in the wrong and nothing will be done.

I was assaulted by a dentist who knowingly damaged my teeth because he couldn't accept my refusal to consent to a procedure he suggested. The nurse stood there with her back turned during the whole appointment. Another unrelated dentist diagnosed the damage but covered up some of the evidence when I asked for copies of said evidence and mentioned legal action. The dental regulator ruled in favour of the dentist (who changed his story several times and made some illogical claims), telling me that he didn't need to ask for my consent to damage my teeth?!? I turned to every possible organisation and they are completely useless, I just got more traumatised in the process. Yes, I received a couple of apologies but they don't mean anything when I know I'm being lied to.

It's very hard to trust health professionals now or to feel safe. Obviously, just my experience and not specifically PALs-related.

gettingolderandgrumpy · 01/01/2022 08:43

Yes I complained a few years ago because wasn’t satisfied regarding the wait for treatment. I complained and was put to the top of the list so yes in regards to that sort of thing definitely complain if you’ve grounds .

ShopTattsyrup · 01/01/2022 09:03

I can only speak for myself as a nurse, I have had to deal with two formal complaints, neither specifically about me but I was there and had to have a meeting regarding them. Both were taken seriously by my manager and the PALs team.

The first came to nothing as (without being outing) the complaint was basically that we didn't have a specific piece of quite niche equipment on the ward and the patient was unhappy that they had to use a different piece of equipment for their admission. There wasn't much to be done apart from apologise to the patient.

The second was a multi factoral cluster fuck involving several specialities in two hospitals. No harm came to the patient in the end but easily could have done and they were quite rightly very angry as were many of the nursing staff as we were stuck in the middle of warring consultants. Senior people were hauled over hot coals, big changes in procedure were made to prevent this happening again as it was seen as a very close near miss.

Neither changed the outcome for the patients and their families as the incidents had occurred, but certainly in the second case they could be rest assured this could never happen again.

imip · 01/01/2022 09:06

I think it is worth complaining. My child almost died due to lack of care and my complaint is currently being investigated with reports due next week. If I am dissatisfied with the response, I am quite prepared to go to the Ombudsman. You need to complain within 12 months. It appears as though it is likely my child will get better treatment as a result, although the damage has basically been done.

Justmebeingme245 · 01/01/2022 09:19

It worked for us, my daughter has ongoing care at the hospital. I complained to PALS and at the time, I was tempted to move my daughters care to another hospital, however their response was good and my daughters team were given a bit of a kick up the arse and the care has improved. I think it depends on the situation and whether or not you are happy with the outcome.

pontiouspilates · 01/01/2022 09:19

I work for an NHS Trust and I know that complaints to PALS are taken very seriously and are thoroughly reviewed. It's definitely not a 'NHS band together and look after each other' set up.

Darbs76 · 01/01/2022 09:21

I had a full A4 page apology from a nurse when I complained at her treatment of my then 3yr old. It went into a lot of detail. So I replied to accept the apology, it was more than I’d hoped for and I was glad that she accepted responsibility and was genuinely sorry