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.
You can view our upheld complaints below.
Category and description |
Complaint review recommendations |
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Clinical Care Relative unhappy with care received from the DN team. |
Upheld Reviewer found issues with dressings and that swab for culture and sensitives was not requested. |
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Aids/Appliances/Equip Patient raised concerns in relation to the equipment provided and that this caused him pain and discomfort. |
Upheld Reviewer found that the team did not attempt to contact equipment team for advice and matter was not dealt within a timely manner. |
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Clinical Care Patient raised concerns regarding treatment, assessment and care planning. . |
Partially Upheld Reviewer found communication plan could have been more robust. |
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Personal records Patient concerned regarding potential breach and care received from the team. |
Partially Upheld The reviewer established there was an error to the clinical system which caused a breach, lack of communication with family members. |
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Clinical Care Patient raised concerns regarding the care, treatment, and communication from the team. |
Partially Upheld Reviewer established that there was a lack of support, but patient was provided with information booklets. |
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Staff Attitude Relative raised concerns regarding the attitude of a staff member. |
Partially Upheld Reviewer found that staff member had made an inappropriate comment, and this was not in line with Trust values. |
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Clinical Care patient is unhappy with the decision making regarding a referral to safeguarding |
Partially Upheld Reviewer ascertained that patient was not advised of the safeguarding concern. |
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Staff Attitude Patient states that the Phlebotomist was inappropriate at the appointment |
Partially Upheld Reviewer established that staff member had been loud and had not considered the environment she was working in. |
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Clinical Care Patient unhappy with care provided by dentist |
Partially Upheld Patient did not receive an oral examination and no documentation to show that dentures were also examined during this appointment. |
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Staff Attitude Relative unhappy with the attitude and communication style of two of the health visitors |
Partially Upheld Reviewer found that staff were late attending appointment and no apology offered. |
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Clinical Care Relative raised concerns regarding Care & Treatment, Diagnosis, and Discharge |
Partially Upheld A full review of the patients care record has highlighted some discrepancies in the diagnosis recorded for the patient at various points throughout his admission |
Category and description |
Complaint review recommendations |
|
Personal Records Relative raised concerns regarding breach of his confidentiality. |
Upheld - Reviewer found consent was not gained to share personal information. |
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Clinical Treatment Relative raised concerns in relation lack of advice/support. |
Upheld - Reviewer found failings in relation to Catheter care and lack of communication |
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Clinical care Relative raised concerns regarding care provided before patient passed away. |
Upheld - Reviewer apologised for the negative experience and has since been reflected that patient would have benefited from an increased visiting schedule. The reviewer also ascertained there were failings in care provided |
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Clinical Care Patient raised concerns regarding care provided, and medication issues. |
Partially Upheld - Reviewer found that no beds were available within the division, but this was not communicated to the family and also lack of documentation in relation to medication |
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Clinical care Patient raised concerns regarding the care he received whilst an inpatient. |
Partially Upheld - Reviewer found miscommunication between ward and family. Also, no evidence within clinical record to support medication was cross referenced against leave prescription. |
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Policy and Commercial Decisions Patient raised concerns regarding lack of process and also unhappy with clinical care provided. |
Partially upheld - Reviewer found that process is in place but was not communicated to patient. |
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Clinical Care Relative unhappy with lack of care provided to patient.
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Partially Upheld – Reviewer found that patient was referred to incorrect team. Also ascertained that he should have received support following discharge and this was not acted upon. |
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Clinical Care Relative is unhappy with the care the patient received for her skin deterioration. |
Partially Upheld – Reviewer found lack of documentation regarding concerns identified by GP. |
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Clinical Care Patient raised concerns regarding care and treatment provided and diagnosis. |
Partially Upheld Reviewer could not find any evidence that patient was offered an alternative psychiatrist. |
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Communication Patient raised concerns that the clinical record had not been read before appointment. |
Partially Upheld Reviewer found that patient requested a change of team that was not facilitated. |
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Clinical Care Patient unhappy that the medication has caused significant weight gain |
Partially Upheld Reviewer did see an association between medication and weight gain. The hospital has attempted to mitigate the weight gain providing support, dietitian, and gym access. |
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Aids/Appliances/Equipment Patient advised bed had broken and due to this the patient needed to be admitted. |
Partially Upheld Reviewer established that there could have been a delay in response times due to services move to Mersey View. |
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Appointments Relative unhappy with the delay in patient receiving an appointment to see his psychiatrist |
Partially Upheld Reviewer found a delay in the patient receiving an appointment. |
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Communication Patient was not seen in blood clinic due to admin error and had to wait 6 weeks for another appointment. |
Partially Upheld Reviewer ascertained that staff did not check the system for patients waiting and patient was not seen due to error. |
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Clinical Care Relative raised concerns around care and treatment patient received before passing away |
Partially Upheld Reviewer could not find any documentation around rationale for decisions to use pro-heal boot. The reviewer also found lack of communication with the family. |
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Policy and Commercial decisions Patient is unhappy with the decision to stop association after 7pm. |
Partially Upheld Reviewer ascertained that staff assumed the time restriction was permanent. This was a miscommunication. |
Category and description |
Complaint review recommendations |
|
Personal Records Relative raised concerns regarding breach of his confidentiality. |
Upheld - Reviewer found consent was not gained to share personal information. |
|
Clinical Treatment Relative raised concerns in relation lack of advice/support. |
Upheld - Reviewer found failings in relation to Catheter care and lack of communication |
|
Clinical care Relative raised concerns regarding care provided before patient passed away. |
Upheld - Reviewer apologised for the negative experience and has since been reflected that patient would have benefited from an increased visiting schedule. The reviewer also ascertained there were failings in care provided |
|
Clinical Care Patient raised concerns regarding care provided, and medication issues. |
Partially Upheld - Reviewer found that no beds were available within the division, but this was not communicated to the family and also lack of documentation in relation to medication |
|
Clinical care Patient raised concerns regarding the care he received whilst an inpatient. |
Partially Upheld - Reviewer found miscommunication between ward and family. Also, no evidence within clinical record to support medication was cross referenced against leave prescription. |
|
Policy and Commercial Decisions Patient raised concerns regarding lack of process and also unhappy with clinical care provided. |
Partially upheld - Reviewer found that process is in place but was not communicated to patient. |
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Clinical Care Relative unhappy with lack of care provided to patient. |
Partially Upheld – Reviewer found that patient was referred to incorrect team. Also ascertained that he should have received support following discharge and this was not acted upon. |
|
Clinical Care Relative is unhappy with the care the patient received for her skin deterioration. |
Partially Upheld – Reviewer found lack of documentation regarding concerns identified by GP. |
|
Clinical Care Patient raised concerns regarding care and treatment provided and diagnosis. |
Partially Upheld Reviewer could not find any evidence that patient was offered an alternative psychiatrist. |
|
Communication Patient raised concerns that the clinical record had not been read before appointment. |
Partially Upheld Reviewer found that patient requested a change of team that was not facilitated. |
|
Clinical Care Patient unhappy that the medication has caused significant weight gain |
Partially Upheld Reviewer did see an association between medication and weight gain. The hospital has attempted to mitigate the weight gain providing support, dietitian, and gym access. |
|
Aids/Appliances/Equipment Patient advised bed had broken and due to this the patient needed to be admitted. |
Partially Upheld Reviewer established that there could have been a delay in response times due to services move to Mersey View. |
|
Appointments Relative unhappy with the delay in patient receiving an appointment to see his psychiatrist |
Partially Upheld Reviewer found a delay in the patient receiving an appointment. |
|
Communication Patient was not seen in blood clinic due to admin error and had to wait 6 weeks for another appointment. |
Partially Upheld Reviewer ascertained that staff did not check the system for patients waiting and patient was not seen due to error. |
|
Clinical Care Relative raised concerns around care and treatment patient received before passing away |
Partially Upheld Reviewer could not find any documentation around rationale for decisions to use pro-heal boot. The reviewer also found lack of communication with the family. |
|
Policy and Commercial decisions Patient is unhappy with the decision to stop association after 7pm. |
Partially Upheld Reviewer ascertained that staff assumed the time restriction was permanent. This was a miscommunication. |
Category and description |
Complaint review recommendations |
|
Personal Records Relative raised concerns regarding breach of his confidentiality. |
Upheld - Reviewer found consent was not gained to share personal information. |
|
Clinical Treatment Relative raised concerns in relation lack of advice/support. |
Upheld - Reviewer found failings in relation to Catheter care and lack of communication |
|
Clinical care Relative raised concerns regarding care provided before patient passed away. |
Upheld - Reviewer apologised for the negative experience and has since been reflected that patient would have benefited from an increased visiting schedule. The reviewer also ascertained there were failings in care provided |
|
Clinical Care Patient raised concerns regarding care provided, and medication issues. |
Partially Upheld - Reviewer found that no beds were available within the division, but this was not communicated to the family and also lack of documentation in relation to medication |
|
Clinical care Patient raised concerns regarding the care he received whilst an inpatient. |
Partially Upheld - Reviewer found miscommunication between ward and family. Also, no evidence within clinical record to support medication was cross referenced against leave prescription. |
|
Policy and Commercial Decisions Patient raised concerns regarding lack of process and also unhappy with clinical care provided. |
Partially upheld - Reviewer found that process is in place but was not communicated to patient.
|
|
Clinical Care Relative unhappy with lack of care provided to patient. |
Partially Upheld – Reviewer found that patient was referred to incorrect team. Also ascertained that he should have received support following discharge and this was not acted upon. |
|
Clinical Care Relative is unhappy with the care the patient received for her skin deterioration. |
Partially Upheld – Reviewer found lack of documentation regarding concerns identified by GP. |
|
Clinical Care Patient raised concerns regarding care and treatment provided and diagnosis. |
Partially Upheld Reviewer could not find any evidence that patient was offered an alternative psychiatrist. |
|
Communication Patient raised concerns that the clinical record had not been read before appointment. |
Partially Upheld Reviewer found that patient requested a change of team that was not facilitated. |
|
Clinical Care Patient unhappy that the medication has caused significant weight gain |
Partially Upheld Reviewer did see an association between medication and weight gain. The hospital has attempted to mitigate the weight gain providing support, dietitian, and gym access. |
|
Aids/Appliances/Equipment Patient advised bed had broken and due to this the patient needed to be admitted. |
Partially Upheld Reviewer established that there could have been a delay in response times due to services move to Mersey View. |
|
Appointments Relative unhappy with the delay in patient receiving an appointment to see his psychiatrist |
Partially Upheld Reviewer found a delay in the patient receiving an appointment. |
|
Communication Patient was not seen in blood clinic due to admin error and had to wait 6 weeks for another appointment. |
Partially Upheld Reviewer ascertained that staff did not check the system for patients waiting and patient was not seen due to error. |
|
Clinical Care Relative raised concerns around care and treatment patient received before passing away |
Partially Upheld Reviewer could not find any documentation around rationale for decisions to use pro-heal boot. The reviewer also found lack of communication with the family. |
|
Policy and Commercial decisions Patient is unhappy with the decision to stop association after 7pm. |
Partially Upheld Reviewer ascertained that staff assumed the time restriction was permanent. This was a miscommunication. |