"There is no incentive for anyone to ever fix anything"

About: The Royal National Orthopaedic Hospital (Stanmore)

(as the patient),

I had a number of complaints about RNOH and in particular how ineffective their own internal complaints procedure is.

I complained to PALS at first, and when I didn't find them helpful, I complained to the Head of Pals and then to the Chief Exec directly, all standard responses and no actual resolution. In a nutshell, no one I encountered at RNOH actually seemed to care what the patient thinks, and they just seem keep the complaint going round and round in circles with no actual end point. As this is the NHS, they think they can get away with it.

NHS England and the Ombudsman and all those guys take too long to investigate a complaint (up to a year) so there is no incentive for anyone to ever fix anything. In my opinion the whole system is a joke.

And now they want to get Foundation Status so they have even more autonomy. Over my dead body will this happen. Possibly literally if they carry on like this.

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Response from The Royal National Orthopaedic Hospital (Stanmore)

We are committed to learning from the valuable feedback that our patients give us and we are sorry that we have failed to provide that in a timely manner. We would like to invite you to make contact with our Executive Director of Nursing so that you can discuss your concerns directly with him. Please call 020 8909 5517.

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