"Leicester Royal Infirmary - The complaints process "

About: Leicester Royal Infirmary

(as the patient),

I have previously detailed what happened when my GP forwarded me for admission to this hospital when I turned around and left due to the attitude of the doctor. NHS Trusts are obligated to provide a functioning complaints procedure.

I wrote to the local Patient Information Liaison Service who are the published recipient of complaints for UHL Leicester. They wrote back with what I felt to be a garbled understanding of the complaint that I had written in plain simple English, and I repeated what I'd originally written.

I have now been advised that my "letters have been sent to the Planned Care Division for investigation and response". I did not authorise such action and I have not been provided with any contact details for them. In the circumstances, without any means of contacting this department, I have confirmed to PALS that they remain responsible to me to answer the complaint.

Though this may appear to be a small omission, I have become aware that I may have a very serious condition about which I have not been fully informed.

It is unacceptable to use the complaints process as a game of 'pass the parcel'. Handing off responsibility is only acceptable if the party being given responsibility to respond is clearly identified. In my instance there are some serious matters that need to be addressed and I feel that it is not acceptable for parties involved in the complaints process to make themselves 'invisible'.

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