"Delay in treatment & responding to complaint"

About: Russells Hall Hospital / Ear, Nose and Throat

(as a parent/guardian),

ENT- Had delay in treatment signed consent form for daughter to have Gromments Oct 2016 after failed two hearing tests due to glue ears. Operation finally done July 2017; would still be waiting now if hadn't chased several times personally.

Must say our experience of children's ward on day of Op was good, great communication especially from play teacher lady. Theatre staff were also very good.

Complaints dept - joke. Waited 6 weeks for response which left loads of my issues un-answered. Sent it back for amendments now 11 weeks later I'm told for 3rd time response should be with this week.

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Responses

Response from Russells Hall Hospital

Thank you for taking the time to provide feedback. It is pleasing to hear that you were happy with the care your daughter received from theatre staff and the Children’s Ward.

We are sorry to learn of the wait your daughter had for her procedure. If there are expected delays, we ask staff to keep patients fully informed. We appreciate that such a long wait must have been uncomfortable for you both and apologise for the inconvenience.

We aim to provide a written resolution to formal complaints within 40 working days, although national guidelines indicate that NHS trusts have up to six months to provide a response after acknowledgement.

Our complaints team would be more than happy to update you on the progress of your complaint. Please contact them directly on 01384 321035.

Alternatively, you can email complaints@dgh.nhs.uk.

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