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Management failure

Posted By Rightly concerned

"Management failure"

About: Dr Gray's Hospital / Emergency Medicine

(as a parent/guardian),

Raised a concern with Hospital General Manager regarding the care of my child.

If the concern had been addressed at that time the matter would have been closed.

No response to three letters sent to General Manager.

Later advised by management that timescales only applied to complaints.

Therefore raised a complaint and still timescales not adhered to. (Pre covid)

NHSG went as far as to tell me to stop asking for updates; despite their own failings to adhere to their own timescales.

Clinical director had an expression of disbelief at failings identified during a face to face meeting.

Eventually we received a number of apologies, many unreserved from the General Manger; these related to failing after failing in terms of care provision. One Junior Doctor thrown under the bus.

Apology received from one department but only after it was pointed out that the original letter of apology didn't actually contain an apology; unbelievable.

Advised that a number of outstanding actions would be reported upon. That never happened.

Another letter sent asking for updates and outcomes.

Advised actions completed but no further information provided despite earlier statements clearly advising that outcomes, findings and clarity would be provided.

Senior Nursing Director stated that she had no issues with outcomes, findings and clarity not being provided; unbelievable.

General Manager in responses quotes openness, honesty and fairness; I would seriously call that into question.

Health and Social Care Chief Executive did not appear interested and passed the buck. When questioned again they reversed course but still failed to provide the information required. Eventually they gave in and responded in full. It wasn't that hard in reality but for some reason or other they wanted to make it so.

This has been a debacle from start to finish; all I wanted was for them to acknowledge a parents concern.

Overall the number of apologies received is well into double figures.

Saving grace - Consultant Radiologist, an individual with integrity from whom others should take lessons.

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Responses

Response from Louise Pearson, Unit Operational Manager, Women & Children's Services, Dr Gray's, NHS Grampian nearly 2 years ago
We have made a change
Louise Pearson
Unit Operational Manager, Women & Children's Services, Dr Gray's,
NHS Grampian

Submitted on 31/08/2022 at 14:10
Published on Care Opinion at 15:18

picture of Louise Pearson

Dear Rightly concerned,

Thank you for getting in touch via Care Opinion. I am deeply sorry that this is still causing you and your family distress and that your initial concern was not listened too and dealt with in a way that would have meant you and your family wouldn’t have had to go through the upset you have. The complaint process can be long and complex for both parties. We acknowledge the process is not perfect, but we clearly fell short at a number of steps during your complaint, which is disappointing to read.

I can assure you that your feedback about the complaints process has been shared with the relevant people in the organisation for their reflection and improvement - this helps us make sure that no other family have an experience like yours.

If you would like to talk this through further I would be happy to speak with you. Please contact me via the NHS Grampian feedback team at gram.nhsgrampianfeedback@nhs.scot.

Kind regards,

Louise

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