Upheld complaints

Upheld Complaints – December 2019

Following the inquiry into patient care at Mid Staffordshire NHS Foundation Trust, Robert Francis recommended that NHS trusts should publish information about upheld complaints on their website. As part of our commitment to share information and improve learning, Mersey Care NHS Trust publishes upheld complaints every month on our website.

Every year the trust receives approximately 500 complaints from service users, relatives and carers in both local and high secure services.

If a complaint is received which relates to one specific issue, and substantive evidence is found to support the allegation made, the complaint is recorded as ‘upheld’.

If a complaint is made regarding more than one issue, and one or more of these issues are upheld, the complaint is recorded as ‘partially upheld’.

Where there is no evidence to support any allegations made, the complaint is recorded as ‘not upheld’.

Sometimes it’s possible to resolve a complaint by arranging a meeting with the complainant and those involved in the care of the service user, for example, the consultant psychiatrist, team leader or service manager. Other times, it’s more appropriate to formally investigate a complaint, after which a response letter is sent to the complainant from the Chief Executive.

It is the responsibility of the Complaints Department to identify any trends or themes within particular services, on certain wards etc., to see what action can be taken by the trust to prevent the same issues recurring in the future.

 

The following complaints were closed and upheld/partially upheld in December 2019:

 

  • A service user’s relative raised concerns that that her mother did not receive the appropriate level of care from the treatment rooms.

There will be a review of current clinical criteria within the skin care service to support new referrals. A review of the process for booking appointments within the skin care service will be undertaken. A session will also be arranged with staff from the treatment rooms to look at the lessons learnt.

  • Service user is unhappy that they have not heard back from Norris Green despite being told she would be contacted, multiple times.

The Trust has sent a written apology as the level of communication provided by the Trust could have been better.  

  • A relative raised concerns about the care a service user received from the District Nurse Team.

The trust have apologised in writing to the service user’s relative and a number of recommendations have been put in place to ensure that the District Nurse Team are fully aware of service user’s background prior to carrying out visits.

  • A service user reported that items of property went missing whist they were an inpatient.

The Trust has apologised that the correct procedure was not followed and an ex-gratia payment has been offered. 

  • Service user raised a number of concerns about lack of care and treatment under Moss House and failure to act from staff.

A meeting was arranged to establish what level of support the service user requires going forward.

Upheld Complaints – November 2019

Following the inquiry into patient care at Mid Staffordshire NHS Foundation Trust, Robert Francis recommended that NHS trusts should publish information about upheld complaints on their website. As part of our commitment to share information and improve learning, Mersey Care NHS Trust publishes upheld complaints every month on our website.

Every year the trust receives approximately 500 complaints from service users, relatives and carers in both local and high secure services.

If a complaint is received which relates to one specific issue, and substantive evidence is found to support the allegation made, the complaint is recorded as ‘upheld’.

If a complaint is made regarding more than one issue, and one or more of these issues are upheld, the complaint is recorded as ‘partially upheld’.

Where there is no evidence to support any allegations made, the complaint is recorded as ‘not upheld’.

Sometimes it’s possible to resolve a complaint by arranging a meeting with the complainant and those involved in the care of the service user, for example, the consultant psychiatrist, team leader or service manager. Other times, it’s more appropriate to formally investigate a complaint, after which a response letter is sent to the complainant from the Chief Executive.

It is the responsibility of the Complaints Department to identify any trends or themes within particular services, on certain wards etc., to see what action can be taken by the trust to prevent the same issues recurring in the future.

 

The following complaints were closed and upheld/partially upheld in November 2019:

 

  • A service user’s relative raised concerns that she was not receiving appropriate care and treatment from the Trust.

Since the initial complaint, input from the Asperger Team has been arranged, and service user is completing 1:1 sessions with a practitioner. Professionals involved in the service users care also held professionals meeting and make clear what input is provided.

  • Three service users’ reported that items of property went missing whist they were inpatients.

The Trust has apologised that the correct procedure was not followed in each instance and ex-gratia payments have been offered. 

  • A relative raised concerns that several appointments had been cancelled.

A system has been devised to ensure that appointments are not booked for unavailable clinics. There will also be better communication between the care team and the team booking appointments to ensure that cancellations are monitored. An apology has been provided to the service user and their relative.

  • A service user reported that his illness was not diagnosed during his attendance at the walk in centre and he subsequently required hospital treatment as an inpatient.

A competency checklist for clinical examination/diagnostics for each agency nurse will be completed at the start of their first shift within the WIC’s. Repeat observations should be taken prior to discharge when a service user has endured a prolonged wait for assessment. Written advice (wherever possible) will be given to patients, along with verbal advice on discharge.