16/17 upheld complaints
Jan 16
Complaint details / Action TakenA patient attended a walk in centre with pain in the knee and calf following surgery.
The patient was diagnosed with a varicose vein. As the patient was unwell she attended the hospital the following day and was diagnosed with a DVT. / Lessons learned shared across citywide walk in centres to consider DVT for leg pain and undertake wells score during the assessment. Reminder to ensure all information is fully documented in the clinical record.
Complaint received regarding the attitude and behaviour of a social worker during a telephone conversation. The family felt that they were not being listened to. / Apology given - Improvement with communication identified -
Due to the transfer of services from Community Service to Primary Care there was a breakdown in communication resulting in a parent not accessing the vaccination clinic at the GP practice. / Apology given - Action plan produced to improve communication and timeframes of inputting information onto System.
Patient's nephew is unhappy with the attitude, behaviour and treatment provided by the Night Service District with regards to the timely ordering of essential medical supplies. / Apology given - Additional Training Identified.
Patient attended a walk in centre and made a complaint about how he was spoken to by the nurse / Additional training identified to improve communication and patient experience
Patient's daughter (power of attorney) wishes to complain about the treatment her father received at Hospital. There are also issues/concerns surrounding the way in which he was discharged to a care home. / Additional training identified to improve communication and patient experience
Patient called the Trust Phlebotomy Booking Line to schedule a appointment, but when he arrived at clinic he found that no booking had been made. / Staff member received further training to improve patient experience