See also: • Cascading Oppression • Authoritarian Paradigm Collapse • Education or Indoctrination
Children Services Abuse:
Response to the Hospital Complaint 05/10/2011
3 December 2011
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Eventually Dave received a response to his complaint from the NHS Trust.  In the main it was a reasonable and acceptable response but there were one or two issues that either bothered Dave or needed more attention.  It is interesting though, that although the response was late, there was a genuine acknowledgement and apology for the delay.  It is amazing how these things work.  Notably unlike the Children Services who only apologise as a defence for themselves and never with any indication of sincerity.


United Sumshire Hospitals
NHS Trust 
NHS logo grey


 
Mr D Hook
80 Haslet Road
BISTON
AZ1 1ZA
Trust Headquarters
Chainton County Hospital
Hailgood Road
Chainton
AZ1 1ZA



Tel: 01234 567890
www.ush.nhs.uk

Ref: SW/P12345

5 October 2011

Dear Mr Hook

I am writing to you in response to your letter regarding your daughter, Helen's treatment at Biston Hospital.

A thorough investigation into the issues you have raised has been undertaken with the management team concerned and I enclose a letter of response from Megan Ford (Patient Services Manager for Women & Children's Services/Head of Midwifery).

I hope you will feel that your concerns have been fully addressed.  However, if you feel we have not adequately dealt with your complaint, we would welcome the opportunity to look again at any specific aspects you regard as outstanding.  If this is the case, please contact the Customer Care Department in the first instance on 01234 567890, preferably within the next 28 days, setting out the areas that are still of concern.  Alternatively, you may write to me at the above address.

In the meantime, thank you for bringing your concerns to our attention.  We welcome complaints as a genuine means of helping us to improve the way we care for patients and deliver our service.

Yours sincerely
Unknown Head of Governance PP Unknown Head of Governance signature
Scott West
Chief Executive

Enc





Chairman: Dick Poulson
Cheif Executive: Scott West
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United Sumshire Hospitals
NHS Trust 
NHS logo grey


 







Mr D Hook
80 Haslet Road
Biston
Sumshire
AZ1 1ZA
Biston Hospital
Sandersey Road
Biston
Sumshire
BN1 1NB




Tel: 01234 567890
Fax: 01234 567890
www.ush.nhs.uk



Our Ref: MF/hp/P12345

3 October 2011

Dear Mr Hook


I was concerned to receive your letter dated 8 June 2011 regarding the care and treatment your daughter Helen received during her admission to the Biston Hospital in September 2010. I would like to apologise to you for the delay in responding to your complaint and I would like to assure you that a full investigation has been carried out and I am now in a position to respond to you. For ease I will respond to your concerns in the order they appear in the Complaints Plan. In addition, I have included a response to your concerns about the Out of Hours Service on your arrival at the hospital.

Our records show that you telephoned the Out of Hours Service on 3 September 2010 at 18.49 hours and that an initial telephone assessment of your daughter's symptoms was made. During the call a decision was made based upon this assessment and you were advised to take your daughter to the Out of Hours Service at Biston Hospital. I can confirm that an appointment time would have been given, but in view of the time of your call it seems unlikely that you would have been given an appointment time of 02.20 hours. I can only assume that there was poor communication which led to confusion and I apologise for this.

In relation to the circumstances of your arrival at the Out of Hours Service at Biston Hospital, I can confirm it is normal procedure for the doors to be locked and for visitors to ring the bell in order to be let into the building. I can only apologise for the delay in someone coming to let you in and that there were no staff available to greet you on arrival. I was particularly concerned to hear that your experience felt impersonal and you were not kept informed about what was happening. I can appreciate that this must have been very distressing for you and your daughter and I would like to assure you that the issues you have raised will be reviewed with the relevant staff to ensure the service we provide is improved. Thank you for bringing these matters to out attention.

With regard to your concern that your daughter was admitted to a Gynaecological Ward rather than the Children's Ward; on reflection, I feel that it would have been more appropriate for your daughter to have been nursed on the Children's Ward in order to ensure that her psychological needs were met and in turn this would have allowed you more flexible visiting
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arrangements. In the course of my investigation I have spoken to the manager who is responsible for this service and she will be raising, with the relevant staff, the need to take a more flexible approach in such situations in order to meet the young person's needs on an individual basis.

At the moment the cut off age for admission to the Children's Ward is 16 years of age. However, the Trust is currently undertaking some work on having an adolescent ward which would accommodate young adults from 16 - 19 years of age. This work is still in its infancy but the Trust is keen to progress this initiative.

I am sorry to read that you felt under pressure to leave your daughter and apologise for any distress this caused you both. The Trust is obliged to provide single sex wards to ensure patients are afforded privacy and dignity during their admission. As I am sure you will appreciate, the nurses do their best to ensure the individual care needs of all patients on their ward are met and you remaining on the ward after visiting hours may have made some women feel a little uncomfortable. I can only apologise if the reason you were asked to leave after visiting hours was not fully explained to you and that you felt the nurses were simply trying to achieve a 'bureaucratic goal'. This was not the case and I can assure you that your daughter's vulnerability was given due consideration.

I am very sorry to hear that you do not feel that the staff coped with your daughter's distress. I can assure you that the ward staff were aware that she was distressed and they felt that they had made every effort to be as sensitive as possible to your daughter's care needs. It is documented in your daughter's records that a discussion took place regarding the insertion of an intravenous (IV) cannula which, as you know, is a needle introducer (which is removed leaving a plastic needle in place), which is inserted into a vein to give fluid or medications. I understand that an explanation was given, that this procedure may be painful and that the variations in the level of pain differ between patients. This is normal and the staff are used to this. Staff applied Emla cream which is a numbing cream before inserting the cannula and also before taking any blood.

Clearly your experience and that of your daughter does not reflect this and I can only apoloqise that the efforts made were insufficient to meet her needs.

I was extremely concerned to hear that you feel staff were lying in order to administer intravenous painkiller medication. I have investigated this matter and I am satisfied that the nursing staff were working in the best interests of your daughter by trying to achieve the treatment prescribed by the doctors. I am sorry if the clinical need for the medication was not clearly and properly explained to yourself and your daughter. I am confident that the staff were trying to ensure that your daughter's pain was controlled and managed to make sure she remained comfortable, though I understand from your letter that your daughter only wanted to take this medication when she was in pain. Intravenous paracetamol, if administered regularly as it had been prescribed for her, is extremely effective in pain management and control and I am sorry if this was not communicated to you clearly until you met with Mr Raghunathan, the surgeon in charge of your daughter's care.

Staff are required to document all patient care which does include any refusal of treatment and I acknowledge that you feel this was unfair and inaccurate.

I would like to reassure you that all of our staff who administer intravenous medication have received training to ensure that they are qualified and competent to do so safely. I am sorry if you felt that staff were casual and gave the impression they were not competent in this area. This is a serious issue and has already been raised with the Ward Sister and staff and will be properly addressed.



A CT scan was requested by the surgical team which was performed on 4 September. I apologise that you were not made aware that this was part of your daughter's care plan. I would have expected that a full explanation of why it was needed to be given to you and your daughter prior to this procedure taking place. It is routine to discuss the pregnancy status of a patient before the procedure and I can only apologise that this was not handled sensitively or explained fully to you and your daughter. This issue has been discussed and addressed with the ward team.

You have highlighted several issues about the attitude and behaviour of nurses on the Gynaecology Ward. I have spoken to the nurses about your experience. They are surprised and upset to hear that you feel that you were manipulated and lied to. They felt that they were acting in your daughter's best interests and at no time did they wish or intend to cause you or her any additional distress. They have asked me to apologise unreservedly if they came across as uncaring or unprofessional and for the distress this caused you.

With regard to your daughter's referral to the Children's Services, both the nursing and medical staff identified that your daugnter needed some support and that you had suggested that a counsellor may be helpful to her. It was for this reason that a referral was made to the service. Staff were acting in the best interests of your daughter however I apologise if you felt this was not the case.

I was pleased to note that your meeting with Mr Raghunathan was positive and that he was able to answer some of your queries and concerns.

Finally, I acknowledge and understand that you and your daughter found your experience at the Biston Hospital extremely distressing and apologise unreservedly that this was the case. I hope my letter has been able to answer your concerns, but should you have any further queries please do not-hesitate to contact me.

Yours sincerely
Megan Ford's signature

Megan Ford
Patient Services Manager for Women & Children's Services / Head of Midwifery

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