Complaint to NHS but not seeking any money damages

[Tabitha1960]

I want to pursue a serious complaint about the horrendous way I was treated at my local hospital but I am not seeking any monetary compensation because that won't change what happened.

What I want is an acknowledgement that the way I was treated was wrong, an apology, and an assurance that nobody else will ever be treated the way I was.

Will I need a solicitor or do I just process it through PALS where it will get filed and forgotten. like my previous complaint 7 years ago?

PALS with 'this is a formal complaint' written on it.

Shouldn't be ignored, there are timeliness we have to abide by in responding to complaints.

Just send via Pals. There should be a page on the Trust website about feedback and making a complaint.

Thanks. I think my case is extremely shocking and serious. Is PALS the only pathway for me in raising this complaint? I raised a complaint that way 7 years ago and nothing was done.

It is not the only way, but there are a gateway. If you cannot find details of their policy online you could write to Chef Exec, Head of Nursing, Clinical Lead for the area you are complaining about, Chair of Trust Board or even the CQC

I complained to the Chief Executive when my daughter was given the wrong baby vaccinations in hospital (she’d had an adverse reaction to them when given by GP at 8 weeks so the decision was taken to give individual vacc’s under observation). The response I got was full of lies by the staff involved ie that they’d spoken to me, that I’d been told her notes weren’t present etc etc so I followed it up with the CEO and, when they came back to me several months later, they admitted that the doctor on the ward had “misremembered” the facts and that the nurse who actually administered the wrong vacc’s was now working abroad.
What I’m saying is, prepare to be fobbed off but don’t give up. I didn’t do it for any financial gain but I was horrified that a significant chain of people didn’t spot something was wrong and it could have been fatal, so I wanted them to tighten their procedures.

Yes PALS.
Everyone should alwayscomplain if they feel they're wrongly treated in a medical setting as it improves care for others and allows clinicians to reflect on their mistakes. Even if a mistake hasn't been made the patient can benefit from a fuller explanation.

Go to PALS or the regulators (GMC for doctors, NMC for nurses etc)

PALS or Parliamentary and Health Service Ombudsman

Well this is why people sue. It's all organisations are really afraid of these days sadly

Hi OP. My Dad died in April this year in hospital, his care was woefully lacking and I am sure his death could have been avoided as many red flags were missed. He died had a cardiac arrest due to multi organ failure due secondary to sepsis and a Diabetic ketoacidosis. I am a Nurse so have a good understanding of what happened and what was missed. I raised a complaint via the NHS Trusts complaint team, I was advised to put it all in an email as there were many questions that I raised from blood results to him being put in a side ward instead of ITU when he was desperately sick.

The complaint sat with them for a few weeks and was then raised by his Consultant to a panel and it has now been escalated as a Significant Event and is with the patient safety team. This means they found "Acts or omissions in care that result in; unexpected or avoidable death. injury required treatment to prevent death or serious harm, abuse."

Do not give up, like others have said you have to push them, go to CQC if needs be. Nothing will ever bring my wonderful Dad back but I will get answers and the people responsible for his care be made to look at their woefully inadequate actions and answer to my family and I. It is not quick either, I raised the complaint 5 days after he died and am not expected to get the report until after Christmas as it has to be investigated and goes to external boards and CQC. Here is a useful link

https://www.england.nhs.uk/patient-safety/report-patient-safety-incident/

I have been through PALS twice and they were excellent.

On the first occasion I had two senior consultants meet with my husband and me. They had been through my notes and took my concerns seriously.

The second time, my complaint to PALS resulted in two phone calls from an A&E Paediatrician who is now supporting us, until we meet with the Paediatrician.

Talking is best in these situations - letters making everyone's defensive and often cause further confusion.

Look at the Health Ombudsman website.

I have and it says it cannot intervene.