"This is the second complaint I've ..."

What I liked

This is the second complaint I've ever made and again regarding the NHS Trust . I'm writing on behalf of my mother in law who was admitted to ward 102 four weeks ago approx. She has cancer and has been admitted on several occassions up to this point, to drain fluid from the effected area. On departure, no staff or hospital ambulance were available to transport her to the discharge unit so with the aid of her husband (70 years!) they made there own way. After 3 hours of waiting for prescribed tablets they left for home, my father in law later returning at 7.00pm on the day to collect the tablets, yet another 1 hour round trip!

What could be improved

My first complaint was dealt with over the phone. I was even invited over to meet the head of the discharge unit on a mutually convenient day.On the day I was told THAT day (in May or June I recall) was a one off,very busy and not the norm to leave patients sitting around waiting for prescribed medicines for so long. I was told a board would be put up in the unit stating that "Should you be waiting for medicines for more than 1 hour please ask a member of staff for assistance". I was also told a "routine medicines" cabinet would be installed in the discharge unit which would speed up things and a board with nurses photos and their title would be implimented so discharging patients knew who to talk to. Need I say more...none of the above in evidence and just another excuse to add to the pot! I'd write a more formal complaint but I know it won't go anywhere. She is now in the Douglas Macmillan home, being cared for very well in her last days and I can at least thank god for that small mercy. I'm also thankfull I and my family can afford private medical care.

Mark