Does anyone have any knowledge of nhs complaints procedure?

[Marjee]

Hi everyone. I made a complaint at the beginning of September about the way I was treated during the birth of my ds. I didn't hear anything back until just over a month later when someone rang me to say the matter would be investigated. She said that I had complained only a few days before which I queried as it was actually 4 weeks since my complaint. She apologised and said that would also be looked into but since then I've heard nothing. Its now been 8 weeks since I made my complaint and 4 weeks since they say I complained and they told me it would be resolved within 28 days . Does anyone have any idea what I should do now? Ds is now 12 mo so I assume its too late to go to the ombudsman, not that I want to do that anyway. I didn't want to make a big deal out of this as its a relatively minor issue in the grand scheme of things but I would like some acknowledgement of what happened and an apology. I only complained when I realised that my feelings towards what happened weren't getting better and I had hoped complaining would help me to move on but this has actually made me feel much worse and I almost wish I hadn't bothered now

Sorry to hear about your bad experience. Contact the PALS service - they are usually very helpful: www.pals.nhs.uk.

Good for you for complaining. As a clinician, it is never easy to receive a complaint but they do help to improve services.

Thanks for the advice, I did speak to pals before I made the complaint (I was going to complain unofficially through them) but they couldn't help as they only deal with recent things. Its now been 29 days since they say I complained

Hmm, this sounds poor. Try writing to the Chief Executive of the hospital trust - you can find the name on their website.

Thanks Jybay I'll try that. I have a sneaking suspicion they'll say they can't do anything now as a year has passed since the incident but I'll try anyway!

We had a complaint against a paediatrician which went all the way to the Healthcare Complaints Commission and took several years. So passing 12 months after the incident shouldn't ime make any difference.

Well I've just called them and they are denying all knowledge of my complaint! I'm just waiting for the complaints manager to call me back, I'm livid

Well big surprise, I'm still waiting for that phone call. Does anyone know if theres any other organisation that can help?

I know pretty much everything you want to know. How did you make your complaint? The procedure requires that you receive acknowledgement of receipt within 3 working days (so it sounds as though they've already screwed up). Do you know who it was who called you to say they'd investigate?

For impartial and free support, look up your local ICAS service (Independent complaints advocacy service).

If you don't mind me asking, which Trust are you complaining about?

FWIW you have up to a year to make a complaint about NHS services but the Trust will be allowed up to 6 months to respond.

Hope that helps. Happy to offer any more help/answers if I can.

Thanks maxpower, I'll try Icas. I don't want to give too much information away in case I out myself but the hospital is a large teaching hospital on the south coast.

I made the complaint over the phone and I have the name of the person who called me in October but not the person I spoke to the first time. Now you mention it they both said they would send written acknowledgement of my complaint . I really don't want this to get blown out of proportion but I'm so cross now it appears they are not even taking notice of my complaint!

Totally understand. It won't be a hospital in my 'patch' by the sound of it. The fact that you've got the name of the person who rang you about it confirms that your complaint was obviously received. Like I said, happy to help further if you need.

Thank you, I really appreciate it. I'll speak to icas tomorrow and let you know what they say

I complained about a large teaching hospital on the South coasts 'care', and they were useless in dealing with it (let alone responding). The excuses and delays made me livid