complaints. Delay in NHS

[IMPATIENT]

I registered two separate formal complaints against a local hospital in 2003/4. They are still in the pipeline. When I lodged my complaints the first thing the hospital did was send me a 15 page warning about the steps they take against abusive and violent behaviour, totally without cause; but it took them some three years to apologize. The complaints have gone all through the various complaints systems twice and are at present still with the Health Ombudsman for the second time.

I had cause to submit another formal complaint against the same hospital in 2008 and that too is still waiting, months later, to be seen by the Chief Executive. I contacted the Health Commission again. Their leaflet says they will acknowledge in two days; they took some six weeks. Even allowing for the Christmas break, that is excessive.

When I submitted my complaints to the Health Ombudsman for the first time, I was told to send them back to the Health Commission, who, in turn sent them back to the hospital., neither of whom dealt with them accurately or speedily. I sent them to the Health Ombudsman for the second time and was told my file had been closed and I would have to make a fresh application. Months after the fresh application was submitted I received a letter telling me that the Ombudsman's staff had forgotten to send me a form giving permission for them to obtain my files.

On checking progress some montbs ago I was asked if I wouldn't rather just drop the matter. It beggars belief.

[zippyRN]

In terms of the hospital sending you their policy about violence and agression from patients this is a standard part of the way in which the health service has been forced to act by the public.

I do not come to work to be hit, threatened and insulted, unfortuantely a few too many patients and their relatives think this is appropriate,

[craigwalsh]

Zippy ---

You're absolutely right. You are entitled to work in a safe and nurturing environment.

But, as indicated by Impatient, sending out a 15 page document about "abusive and violent behaviour" to someone who has been neither will only annoy.

I think we all agree that the folks at PCWorld are also entitled to work in a safe environment. Yet, at the service/information counter of our local PCWorld store there's a sign about violent behaviour not being tolerated. When I am there to simply ask a computer question, I find a large sign telling me that if I'm violent I will be arrested to be a bit depressing.

I wonder if folks who generally react in an abusive and violent manner are deterred from doing so by a sign or by a 15 page after-the-fact document? I suspect the only people to actually read the signs or the documents are folks who are peaceful.

I just ask the NHS to remember that the signs should be reciprocal:

http://www.walsh.li/images/violence-against-staff.jpg


Strange that the banner and first sentence goes both ways ("staff and patients"), but the second only speaks about "violence against our staff."

I took this photograph with my camera/phone after a nurse shouted at me.

[jooms]

the delays are unaceptable. Complainants are time-barred if they go over the time limits. Time is an effective way to delay possible litigation (3 years I believe from time of incident) and also they can use the excuse of staff leaving and memories fading - as a director of nursing replied to my request for information in the course of a complaint. If the institution goes over the time limit hen that should be the cause of lodging an additional and separate complaint.

Sending you the warning about abusive and violent behaviour shows what they think of complainants - if you are not vexatious or mentally unbalanced then they would like to think that you are abusive or violent.
Complainants are not liked by those who make mistakes and by those who have to deal with complaints. It is part of their tactics to discredit the complainant when they are unable to win the argument.
You should send another complaint about receiving that communication.

Do medical staff not get violent or abusive or is it just patients?

jan