Complaints – June 2014
Description
Outcome
Patient unhappy with Phlebotomist who did not label his blood samples Although the Phlebotomist is fully aware of the processes that need to be
correctly, resulting in them not being processed at the lab. The patient has followed, on this occasion he unfortunately overlooked the correct labelling of
had to have repeat samples taken, after a delay of three weeks.
the blood bottles. Sincere apology given to the patient for the frustration,
repeated tests and delay as a result of this incident. Assurance given that the
Phlebotomist will be more vigilant in the future.
Mum unhappy with the appointment system for Liverpool Wheelchair Investigation found a lack of communication, incorrect logging of telephone calls
Service. Had to wait 6 months for an appointment, which turned out to be and inaccurate documentation regarding this patient's referral, resulting in a
the wrong appointment type. Child now has to go back onto the waiting lengthy delay to be seen and causing frustration to the family. All clinical and
list.
administrative staff within the service have been reminded of the importance of
accurate documentation. Reviews of processes and systems currently in place to
ensure referrals are actioned correctly and in a timely manner. Administration
processes have also been reviewed re the escalation of messages etc.; Training
and guidance will be given on the new systems to be implemented. Sincere
apology given to the family for the frustration and upset this incident has caused
to them.
Manner and attitude of District Nurse towards patient's daughter.
Staff member acknowledges that her manner was abrupt and uncaring and that
in addition to causing distress to the patient's daughter, her actions delayed the
patient receiving the care she needed. District Nurse has sincerely apologised to
both the patient and her daughter for the upset her manner and lack of
immediate action caused. District Nurse will reflect on this incident in order to
improve her communication skills.
Attitude of member of the Discharge Planning Team, who the family state Investigation found that the phone call made to the complainant's son was done
questioned their Power Of Attorney and their choice of care home for the so by a member of staff at Aintree. A statement is attached re this; The DPT staff
patient.
member was unaware of instructions left by the complainant whilst on holiday as
this information was not forwarded to the DPT. Statement received from Aintree
Hospital re telephone call and lack of documentation. The DPT staff member has
unreservedly apologised that her attitude caused upset to the family. She also
apologises for the lack of communication around the POA, as she did not mean to
imply it was not authentic. She has given assurances that she will learn from this
incident with regard to how her manner can be perceived by others and will
ensure communication with relatives is full and clear in the future.
Daughter unhappy with the Discharge Planning Team who she feels did not Investigation found poor communication and information provided to the family
disclose information around the Continuing Health Care(CHC) panel from the Discharge Planning Team. Actions were not fully explained, nor
decision re her mother. Also queries why she was told she could not appeal completed in a timely manner, which delayed the patient's discharge from
the funding decision and why her mother does not seem to have a Social hospital. Sincere apologies given to family for not ensuring they were fully aware
Worker.
and kept informed of the processes and progress regarding the CHC assessment.
Explanation given as to why patient does not have a Social Worker, and advice
given to contact them should they require further input.
Received written complaint regarding a Health Visitor. Mix up with Investigation found that both the GP Practice and Child Health Team were
appointments which has been sent to Princes Park Health Centre to booking vaccination appointment simultaneously, resulting in duplicate and/or
respond. Complaints re attitude of HV
double booked appointments. Sincere apology given from Health Visitor for the
lengthy wait and upset caused by the entire incident. Apology given by the
Service for the mix up with the Practice and Child Health Team. Assurance given
that appointment processes have been updated to avoid any further mix ups. In
addition, the Practice now has two Health Visitors, dedicated to their patients
only.
Patient's daughter unhappy with the way the District Nurse service is run Investigation found that the family did experience difficulty in speaking with the
and feels it lacks customer empathy. Receives conflicting information when DNs. An explanation is provided around Single Point of Contact (SPC). The District
asking questions. Has never met her mother's Case Manager, who does not Nurses did speak with the patient's husband during their visits but it is
return her calls.
acknowledged that this could have been better from member of the team.
Apology given for the confusion from members of the District Nurses around
Continuing HealthCare - their lack of understanding meant they gave conflicting
information to the family around the process. Apology given for the upsetting
experience. Assurance given that we are constantly working with GPs and
partners in how we can improve SPC. Apology given for the confusion caused by
DNs and for their insufficient communication with the family. A new process has
been developed which will improve communication with family members.