Upheld complaints

Category and description

Complaint review outcomes

Clinical Care – Relatives have requested TOR that could not be addressed previously due to staff absence be revisited.

Upheld – Reviewer ascertained that staff did not introduce themselves and lack of communication.

Appointments-Patient unhappy with the delay in receiving an urgent appointment.

Partially Upheld – The reviewer found that patient was not offered an appointment within the 2-week period

Clinical Treatment – Relative raised concerns regarding treatment received.

Partially Upheld - Reviewer found that lack of communication from the team caused confusion

Staff Attitude – Patient raised concerns regarding care provided at appointment.

Partially Upheld – Reviewer ascertained that staff reflected on appointment

Communication-Relative unhappy that information was not shared with him.  

Partially Upheld – Reviewer found that relative should have been provided with details earlier.

Clinical Treatment – Relatives has raised concerns regarding care of the patient

Relative raised concerns regarding patients care and referral.

Partially Upheld – Reviewer found that due to staffing levels care was managed by duty officer, but this was due to requiring daily contact

Clinical Treatment-Relative raised concerns regarding discrimination and abuse

Partially Upheld – Reviewer found that patient was racially abused on the ward by other patients but staff supported patient through this and referral to safeguarding.

Communication-Patient raised concerns regarding information shared during an appointment

Partially Upheld – Reviewer found there was a lack of knowledge around IG with the staff member.

Communication

Patient raised concerns regarding information shared during an appointment

Partially Upheld – Reviewer found there was a lack of knowledge around IG with the staff member.

Clinical Treatment

Relative raised concerns regarding lack of care provided and communication concerns.

Partially Upheld – Reviewer found that at times family could not visit and should be reviewed on an individual basis and the benefits this could have for the patient.

Clinical Treatment Relative raised concerns regarding lack of communication

Partially Upheld – Reviewer found email was missed due to annual leave.

Category and description

Complaint review outcomes

Personal Records – Relative unhappy that sensitive information was sent within a letter to external organisation.

Upheld – Reviewer ascertained that the team should have considered confidentiality and consent when sharing information pertaining to sexuality via the assessment outcome letter.

Clinical Care – Patient unhappy with treatment received at WIC

Partially Upheld – The reviewer found that wound should have been left open and not closed using strips.

Clinical Treatment – Relative raised concerns regarding treatment received from nurse.

Partially Upheld - Reviewer found that patient could have been provided with stronger medication.

Clinical treatment – Patient raised concerns regarding care and advice provided by WIC.

Partially Upheld – Reviewer ascertained minor gaps in care provided.

Admission/Discharge/Transfer

Patient advised discharged with another patient’s medication.

Partially Upheld – Reviewer found patient was provided with another patient’s medication.

Clinical Treatment

Relative raised concerns regarding patients care and referral.

Partially Upheld – Reviewer found the team provided care but were responsible for other aspects i.e. bloods that were not taken forward

Clinical Treatment

Relative raised concerns regarding patient’s referral being declined.

Partially Upheld – Reviewer found that communication with the family could have been clearer and the referral information more robust.

Complaint Handling

Patient unhappy that his concerned was closed

Partially Upheld – Reviewer found that although the complaint was closed due to information received this was not explained fully to the patient.

Category and description

Complaint review outcomes

Admission/Discharge/Transfer – Relative unhappy that patient was transferred.

Upheld - Reviewer found that it was not documented that NOK were informed of transfer.

Staff Attitude – Patient unhappy with the attitude of staff member.

Partially Upheld – The reviewer found inappropriate information that was shared between family members.

Clinical Treatment – Relative raised concerns regarding medication and treatment.

Partially Upheld - Reviewer found lack of communication with family and no timely support.

Clinical treatment – Patient raised concerns regarding care and advice provided by WIC.

Partially Upheld – Reviewer ascertained minor gaps in care provided.

Clinical Treatment – Relative unhappy with lack of physiotherapy or care provided whilst patient is an inpatient.

Partially Upheld – Reviewer found limited physiotherapy on the ward no mobility assessment undertaken and this should have been completed prior to discharge.

Clinical Treatment – Relative unhappy with care provided following discharge.

Partially Upheld - Reviewer found difficulties in transferring to appropriate setting.

Personal Records – Patient raised concerns regarding calls are not returned and requested a transfer of care

Partially Upheld - Reviewer found certain language/words that caused confusion.

Communication – Patient unhappy the team had recorded incorrect information.

Partially Upheld - Reviewer found that staff member did not communicate all information correctly.

Clinical Care – Patient unhappy with length of time in relation to being transferred to another team. 

Partially Upheld - Reviewer found delay with the patient being placed on the transfer list. 

Clinical Care – Patient raised concerns regarding lack of care and inaccurate information.

Partially Upheld - Reviewer found it difficult to ascertain inaccurate information.

Clinical Care – Relative unhappy with patients diagnoses and treatment.

Partially Upheld - Reviewer found there is a waiting list which the team cannot move patient up the list.

Admission/Discharge/Transfer – Patient unhappy that he has been discharged.

Partially Upheld - Reviewer found that prior to discharge all appointments were cancelled.

Admission/Discharge/Transfer – Relative unhappy that patient was transferred as it had an effect on their health.

Partially Upheld - Reviewer found that it was documented that patient would not be transferred if care plan was adhered to.

Patients’ property & Expenses – Relative unhappy that patient was informed of incorrect amount in account so spent more than weekly amount available

Partially Upheld - Reviewer found that patient was informed incorrectly.

Communication – Patient raised concern regarding clinical team and delay in complaints process.

Partially Upheld - Reviewer found that the patient had experienced a delay in receiving outcome but was still within NHS Guidance.

Aids/Appliances/Equipment – Relative unhappy that patient had a number of items were not allowed on the ward

Partially Upheld - Reviewer found that there had been inconsistencies within the unit on what patients were allowed to bring in.