Upheld Complaints
The Francis Inquiry recommended that NHS Trusts should publish information about complaints that are upheld on their websites. We are committed to sharing information to improve learning and will publish upheld complaints every quarter on our website.
The Trust receives over 300 complaints from patients, relatives and carers and these complaints are investigated thoroughly. Following investigations, complaints are not upheld, partially upheld or upheld.
Regardless of the outcome of the complaints, when things go wrong the Trust acknowledges that something could have gone better, provides an apology and an explanation of what will be done to prevent it happening again.
Actions from complaints by quarter/year
2021/22
- Actions from Complaints Q4 - 2021/22
Summary of Complaint
Complainant has raised issues on behalf of their partner who is awaiting a procedure, including staff attitude. The patient is experiencing problems relating to delays and cancellations which are now beginning to impact on their health.
Action
Apologies given for inconvenience regarding cancelled appointment due to staff sickness and that the patient was not provided with a home swabbing kit. Administrations services have discussed this with members of staff and future precautions are to be made to ensure this does not happen again.
Apologies given for the manner in which the patient was spoken to and customer service refresher training has been provided to the whole team throughout the department.
Summary of Complaint
Complainant is dissatisfied with care and treatment received when attending the trust with the patient. States there was a delay in communication which added to their distress.
Action
Clinician has reflected on the level of communication and the Department will include the importance of clear communication with family regarding safeguarding concerns in their training sessions.
Summary of Complaint
Patient complained that their details were not updated on the system and information was posted to their previous address.
Action
In-house training completed with the team to ensure they understand the importance or checking patients’ demographics and forwarding any changes that they are notified about to the relevant department to ensure the changes are made in the patients’ health record.
Additional step has been added in the team process to ensure patient demographics have a second check.
Paragraph added to all formal complaint acknowledgment letters asking complainants to notify the Central Complaints Department immediately if their contact details change (e.g. home or email address and telephone number) during the complaint process.
Summary of Complaint
Patient is raising concerns relating to two admissions to the hospital when they state they did not receive good patient care, including cannula management, bedside call bell issues and overall nursing care standards.
Action
Senior management team discussed this with the nursing staff and the importance of all nursing notes being kept up to date was discussed with the ED team at the daily safety huddles.
Matron has taken this concern very seriously and has confirmed that all staff will be reminded of the importance of reducing noise on the wards to ensure that they provide an environment conducive to allow our patients to sleep. Matron has asked the Ward Manager to monitor noise levels on the ward and also review the use of the radio.
Weekly ward based audits are now completed relating to cannula care and sent on to both Ward Manager and Matron.
- Actions from Complaints Q3 - 2021/22
Summary of Complaint
Complainant wants to know why the correct documentation was not completed by staff for the patient following a best interest meeting.
Action
Staff member has reflected and discussed with Consultant. Staff member has also contacted the family directly to express his unreserved apologies for the error.
Summary of Complaint
Patient is raising issues relating to their admission to the hospital, medication errors and staff attitude.
Action
Staff members involved have had discussions with the manager and the change in policy highlighted to staff.
Staff member involved is undertaking a period of supervised practice.
Manager has shared learning from this incident to all staff and re-iterated the importance of consulting Trust policies.
Complaint has been shared with staff involved, who have been asked to reflect on how we could improve our care and communication in future. Trust values and behavioural standards re-iterated to all staff.
Summary of Complaint
Complainant states they were not happy when asked for their personal demographic information.
Action
Guidance has been provided to administrative reception staff informing them why they are asking these questions and what the information collected is used for to ensure they can respond fully to queries from patients.
Summary of Complaint
The family of the deceased patient raised concerns about the care and treatment their late mother received prior to her passing away on the ward, including falls care and communication with the family.
Action
The Trust now has a strategic overarching falls care plan, with a number of actions being taken to improve falls care which is reviewed and updated regularly.
Summary of Complaint
Complainant is requesting an investigation into the missing items of property.
Action
This was discussed with nurse who completed the documentation at the time and reiterated the importance of completing this information as accurately and concisely as possible. Also discussed in ward meeting. The policy for recording and storage of patients’ belongings and property is currently under review.
- Actions from Complaints Q2 - 2021/22
Summary of Complaint
Complainants asked for an investigation as to why the patient was transferred to another hospital when it was firmly stated that the patient did not want to be transferred and should not have been transferred against their wishes and those of her family.
Action
The internal checklist has been updated to ensure patient or family informed on admission that transfer may take place, and recorded if the family/patient consents. Referral form updated to ensure it contains a signature box. The complaint was discussed at ward meeting and safety huddles.
My Stroke Journey booklet to be given on admission to patients
Nursing staff on the ward reflected on the complaint.
Summary of Complaint
The complainant was dissatisfied with communication provided during the patient’s attendance at the hospital. Complainant states information was not given on patient’s discharge.
Discharge arrangements were not clear and relatives did not receive a phone call from staff at the hospital notifying them of the discharge, this was left to staff at the home.
Action
Importance of updating relatives at the earliest opportunity and the timely answering of phones reiterated to staff.
Staff reminded of the importance of explaining the nature of the unit to both patients and relatives with an emphasis on the fact that all patients are eventually transferred to another ward once they have had a senior medical review.
Summary of Complaint
Patient attempted to contact the community service several times to seek help in obtaining assistance. The contact information they had did not help they were unable to get in touch with anyone. The patient has made a number of recommendations which they think could help the service and service users in future.
Action
Midwifery Manager has reminded all Community Midwives that they must make it clear to women which hospital and contact numbers they need to ring if there is an urgent problem.
Summary of Complaint
Complainant is upset about the care the patient received on a number of wards recently and did not feel the patient received person-centred care. They were discharged home in a very dishevelled state.
Action
An action plan was put in place to address the concerns around the nursing care.
The matron to complete regular audits to ensure the delivery of the required standards of care.
- Actions from Complaints Q1 - 2021/22
Summary of Complaint
The complainant was concerned that a family member was prescribed inappropriate medication, and that their concerns were dismissed when they raised it with nursing staff.
Action
All staff were asked to reflect on their actions and further training was provided. All staff were reminded of the Trust’s behavioural standards.
The Electronic Prescribing and Medicines Administration tool was adjusted to ensure the prescribing error could not happen again.
Summary of Complaint
The complainant says they were refused treatment at clinic due to the fact that they would not wear a mask. The complainant raised issues about the staff who addressed them and the Trust policy regarding face masks.
Action
Apologies were offered that the complainant was made to feel pressured to wear a mask, despite their medical exemption. The anonymised complaint was discussed at the next departmental meeting, and clinic adjustments communicated to staff.
Summary of Complaint
The complainant had a number of appointments cancelled to discuss the results of an intimate procedure. Blood test results were delayed due to a labelling issue. They were also concerned about mixed messages regarding their next treatment steps.
Action
Apologies were offered for the cancellation, the issues with the blood tests, and the issues with communication that the complainant encountered.
Summary of Complaint
The complainant did not receive notification that their appointment had been cancelled. They were also told their guide dog was not allowed into the appointment with them.
Action
Apologies were offered for the failure to send out a letter regarding the cancelled appointment. The doctor involved was reminded of the Trust’s policy on assistance dogs, and the application of that policy was discussed with all staff within the department to ensure this does not happen going forward.
Summary of Complaint
The complainant raised issues relating to their late parent’s admission to one of the wards. During the time they spent there, the family felt staff were rude and generally very unhelpful. The family’s concerns were not addressed by staff and it was very difficult to gain any information regarding the patient’s present state of health. Despite receiving evidence to support the fact that the patient was at end of life, the family were still refused entry to see them until their very last moments.
Action
The concerns raised were discussed at the ward meetings. Apologies were also offered.
2020/21
- Actions from Complaints Q4 - 2020/21
Summary of Complaint
This complainant expressed dissatisfaction about the care she received when she was admitted to the hospital which she states fell below the standard she expected. The patient was very disappointed with the whole pathway of care during her pregnancy and delivery.
Action
An apology was provided to the patient.
An incident investigation was instigated as a result of many of the issues identified in the complainant’s complaint.
Summary of Complaint
A patient complained that following a MRI scan the outcome of the scan result was not communicated to his GP.
Action
An apology was provided to the patient.
The lack of communication with the patient’s GP was discussed at the department’s governance meeting.
Summary of Complaint
A complainant was very upset that her late father’s items of jewellery and his rosary beads were missing following his death in the hospital.
Action
A heartfelt apology was provided to the family of the patient.
Arrangements were made to have the patient's name placed in the Golden Book of Remembrance (with the family's consent) at the Liverpool Metropolitan Cathedral as part of the heartfelt apology from the Trust for the loss of this patient's cherished faith items.
Summary of Complaint
A complainant expressed dissatisfaction with the care of a family member who was brought to the hospital by ambulance. The complaint related to failure to address the patient’s pain and escalate the issue to the doctor in a timely manner.
Action
An explanation was provided to the complainant regarding the patient’s pain management. An apology was provided for having not previously communicated this to the patient and their family at the time.
Summary of Complaint
A patient complained that he was provided conflicting advice regarding the prescribing of medications to be taken, which caused a delay in these being given to treat the patient’s condition; delay with treatment being implemented as directed by a clinician; and discharge summary was inaccurately completed by the clinician.
Action
An apology was provided to the patient regarding the delay in treatment.
The consultant has met with the junior doctor to discuss the complaint and the junior doctor has reflected on this attendance.
- Actions from Complaints Q3 - 2020/21
Summary of Complaint
The patient complained she was not provided with the correct advice and patient information leaflets before she had a sigmoidoscopy.
Action
An apology was provided to the patient.
The patient was assured that the Matron has discussed the patient's concern with the nursing staff to ensure that they support the patient information provided with the relevant leaflet to increase patient awareness.
Summary of Complaint
A complainant was distressed that an elderly relative was discharged from the hospital and sent home by taxi with a cannula still in her arm.
Action
Unreserved apologies were offered to the complainant and their family for this failing.
As a result of the complaint, the Ward is now conducting weekly audits of intravenous cannula care plans to ensure there is 100% compliance with Trust policy.
Summary of Complaint
A patient complaint involved concern about catheter care and she stated that she did not believe that staff were suitably trained to provide catheter care.
Action
An apology was provided to the patient.
As a result of this complaint and increased training was provided to staff on the ward.
Summary of Complaint
A patient complained that he was nil by mouth for a long time when surgery was ultimately cancelled.
Action
An apology was provided to the patient. Fasting audits are completed across the service and results of audit to be shared with all staff at Ward Meetings. Any concerns will be escalated to Patient Safety Council and good practice will be shared.
