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Follow up of non apology

Story from nhs.uk

"Follow up of non apology"

About: Bedford Hospital South Wing

After bringing to the attention of the Hospital management serious shortcomings of the lack of proper care, through the PALS system. I have concluded that it is a waste of time complaining using this method as it is there to contain the complaint and give the hospital an opportunity to pretend to take you seriously. I was not given the opportunity to attend the hearing of my complaint, if there was one. The word of the A&E staff was taken as gospel that was in complete contradiction to my account. The hospital that treated my injuries to a professional standard also complained to Bedford A&E about the lack of care afforded to me. The non apology I received on ref: SC/AV/13037 - began with "I am sorry that you felt the need to make a complaint"; went on to say that the medical decisions that were made were correct and I had nothing to complain about. Don't waste your time complaing through PALS as it is just a paper exercise.

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Responses

Response from Bedford Hospital South Wing 10 years ago
Bedford Hospital South Wing

Submitted on 06/01/2014 at 14:11
Published on nhs.uk on 07/01/2014 at 03:00

Dear Mr Luckymusher, Thank you for taking the time to leave your thoughts. I am sorry to hear that you are unsatisfied with the response that was sent to you by our chief executive six months ago. Rather than a hearing, the Trust carried out an internal investigation following your original letter. As stated by the chief executive, we have identified how we can learn from the incident concerning your son, including circulating the relevent referral guidelines to all A&E staff, and feeding back your comments in our teaching sessions. The chief executive's letter to you also invited you to contact him directly, or to refer the matter on to the Parliamentary & Health Services Ombudsman, if you were unsatisfied with the response you received in July. Full contact details for the ombudsman were attached. I know that our Patient Advice and Liaison Service (PALS) Complaints always endeavour to investigate all complaints fully and to everyone's mutual satisfaction. While I am sure that there are some aspects of your son's care which you would not wish to have discussed in so public a forum, you are still welcome to take up the chief executive's offer of replying to his July letter if you wish to continue the dialogue. Thank you for sharing your experience. Kind Regards, Ben Raza, Senior Communications Officer, Bedford Hospital NHS Trust

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