Has anyone had to make a formal complaint about a hospital service while working in the same trust?

[Gyrtdc]

I work in a senior clinical role within an NHS Trust and have generally tried very hard not to complain about my own care because I'm acutely aware of the pressures services are under

However, over the last couple of years I've experienced repeated problems with follow-up arrangements, clinic correspondence, referrals and communication within a specialist service where I am a patient.

The issue isn't one isolated incident. It's a recurring pattern where I've repeatedly had to chase appointments, pursue investigations, obtain clarification about plans and ensure referrals have actually been made.

On a number of occasions, agreed follow-up arrangements haven't happened unless I've actively chased them.What I have found most difficult is the feeling that I have become responsible for holding the whole process together. I feel as though I am constantly checking that the next step has happened rather than feeling supported by a coordinated pathway.I have tried to resolve things informally for a long time and have been reluctant to escalate because I still need ongoing care from the service. However, the situation is increasingly affecting my wellbeing and I'm now considering either approaching the service manager or making a formal complaint

Has anyone else had experience of making a complaint about a service within their own organisation? How was it received and did it affect your relationship with the clinical team?Interested in honest experiences, particularly from NHS staff who have found themselves on the patient side of things.

Do you think they're treating you like this because they know you're senior clinical staff (and perhaps expect you to be able to navigate the system) or is this how all the patients are being treated? If it's the latter, then I'd complain to PALS, if the former, I'd go for a complaint to the senior service manager. Surely you and any patient deserve better than this.

I should have done when they came close to killing a relative through their decisions and lack of care, but I didn't because I needed my job.

The trust wasn't known for being kind to 'troublemakers'

I did. I didn’t mention that I worked in the trust. I found them quite defensive of the doctor involved, and felt they were dismissive.

Yes I have. Quite frankly I didn't give a shit because I feel I deserved a hell of a lot more respect than I was getting as does any patient.
Nobody made me feel bad about it possibly because I'm retiring in two years and I don't tolerate fools gladly.
Anyway my complaint was upheld so what are they going to do about it?

Not in a hospital but in a school.

I worked in my children's school and had to make a complaint about how something was handled. We all remained professional and the member of SLT who dealt with it was wonderful.

In some ways it probably was good because I had my professional 'hat' on, I couldn't get emotive so it was all very factual. But the member of staff I had to complain about and I obviously avoided each other as much as possible from then on.

I think there maybe is an element of that- an expectation that I will absorb gaps and sort missed issues myself. The surgeon is nice but I get the general feeling that they feel they are doing me a favour treating me. I just want to be treated like a normal patient and allowed to feel vulnerable and held by a system.

i dread to think what would have happened if I was a normal patient who doesn’t understand how to get things done

Yes.

I was treated appallingly and complained vociferously. I got a very belated apology but no real resolution.

Recently a family member has had a very mixed experience and I sent the PALS email before they'd even got home.

I have zero issue with raising problems in writing. I am much braver as a patient/relative than I am as a member of staff.