Care Opinion

Have wasted my time making a complaint

Posted By Jetblack

"Have wasted my time making a complaint"

About: University Hospital Wishaw / General Surgery (Wards 16-18)

(as the patient),

To say I am disappointed in the NHS, their incompetence and their complaints procedure is an understatement. I am left disgusted and horrified at the prospect of myself or anyone I love or care for having to be subjected to their “care” in the future.

Never been ill in my life, went for a small procedure. Left with severe pain that probably can be sorted quite easily. Begged for help from my GP's and NHS 24, presented myself at A&E at Wishaw General from January hoping to be sorted. Passed from one to another, 6 months later still the same way. I have wished myself dead to escape the pain and the frustration of banging my head against the NHS brick wall. Everyone told me to complain, ha! Everyone says they are very sorry but nobody takes responsibility. I would have more rights if I was a second hand car! Be warned!

I have been fobbed off with too many excuses from everyone concerned without any assurance or indication anywhere along the way that the true cause of my suffering would be investigated, detected or dealt with.

I feel I have wasted my time making a complaint

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Responses

Response from Marion Mark, Director of Hospital Services, University Hospital Wishaw, NHS Lanarkshire 10 years ago
Marion Mark
Director of Hospital Services, University Hospital Wishaw,
NHS Lanarkshire

Submitted on 25/07/2014 at 09:49
Published on Care Opinion at 10:00

picture of Marion Mark

Dear Jetblack

I am really sorry to hear of your suffering and I apologise if we have not managed your complaint well to try and manage your ongoing pain.

If you could please contact Yvonne Ross, Patient Affairs Manager with your details by calling 01698366558 I would be more than happy to look into your case and arrange a meeting with you and the relevant staff to try and resolve your ongoing problems.

My sincere apologies that you feel we have fobbed you off and wasted your time this is not our intention and I would encourage you to get in touch again to allow us to look at your case again.

Regards

Marion

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Response from Rosemary Lyness, Executive Clinical Director, NHS Lanarkshire 10 years ago
Rosemary Lyness
Executive Clinical Director,
NHS Lanarkshire

Submitted on 25/07/2014 at 11:01
Published on Care Opinion at 11:18

picture of Rosemary Lyness

Dear jetblack,

Like Marion, I am most upset that the system has let you down, that you still remain dissatisfied and in pain. The complaints system has recently been reviewed and as part of this I have asked that the chief of nursing and medicine are involved in reviewing complaints at the earliest opportunity with the Hospital Director.

I would urge you to take up Marion's offer to get in touch. This will allow the senior team at Wishaw - Medical/Nursing and Marion, the Hospital Director, to review what has been happening and try and seek further support for you.

With kind regards

Rosemary

Director of Nursing

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Update posted by Jetblack (the patient)

Ha! What a coincidence that within 5 days of my story being submitted and in the process of being vetted for publication I should receive a phone call with the offer of a last minute cancellation appointment for day surgery the very next morning! I gladly accepted, as this is what I had been begging for for 6 months without success, by going through what I imagined to be the proper channels ie, GP, NHS24 and eventually, with the help of Citizens Advice Bureau, NHS Complaints. I will contact the Patients Affairs Manager as you suggest, as I have issues which I feel still need to be addressed and look forward to meeting and discussing these with you.

Regards to both of the above respondents

Jetblack

Response from Marion Mark, Director of Hospital Services, University Hospital Wishaw, NHS Lanarkshire 10 years ago
Marion Mark
Director of Hospital Services, University Hospital Wishaw,
NHS Lanarkshire

Submitted on 28/07/2014 at 15:09
Published on Care Opinion at 15:10

picture of Marion Mark

Dear Jetblack

I am please you have an appointment but I would still wish to investigate your case as this delay in your treatment is unacceptable.

Thank you for agreeing to contact Yvonne Ross with your details. Yvonne will arrange for us to meet with you when you feel well enough.

I hope your surgery goes well and we will speak soon.

Best wishes

Marion

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