"Things just keep going wrong the Patient..."

I lodged a formal complaint with the "patient experience team "on 5 January 2018. Before they had had the courtesy to respond in line with their policy and procedures they engaged with me on another review website acknowledging my complaint there in the public domain and not in a private letter.

On 8 Janauary a member of the patient experience team wrote to me saying that a written apology would be forthcoming

It hasn't been. It was claimed this letter would go via the Chief Executive's office. Silence followed.

Next I reveived a copy of a confidential letter of my discharge from the Pain Management Programme in an unsealed and open envelope thereby failing to safeguarding patient confidentiality and data.

The letter itself contained a number of factual errors including basic things like dates I attended.

I had asked the Trust for discharge letter to wait pending the outcome of my complaint to the Trust. Clearly either the Trust had ignored this but hadn't explained wh y or the Pain Management Team don't wish to show me the respect of waiting for the investigation of my complaint to be concluded. Who knows??

So I sent another formal complaint in. This was dealt with by a member of the patient experience team who didn't follow policy and procedures but dismissed my complaint with a patronising dismissive response. When a letter or email is headed " formal complaint" it should be clear surely?

This evening I received by email from the patient experience team an excel spread sheet containing requested leave for members of staff in the team.

The Trust us very keen to trumpet about it being "outstanding" according to CQC.

Is this an example of outstanding levels of performance??

I would write to the Chief

Executive but as the apology I am due seems to have gone his way but not mine perhaps they are trying to hold or persuade me to give up, to shut up and quietly go away. ....... No that won't work

Here it is in the public domain

No doubt the Patient experience team will respond to this review or some employee in the Trust's Marketing department. They will no doubt recommend I contact their patient experience team to discuss the matter. No thanks.

I would rather a competent professional response from them but don't have any confidence amid so much "bungling".

Politically I am far less likely to support save the NHS campaigns when what I have experienced when raising concerns/making complaints is so poor.