You said, we did

Examples of steps taken as a result of feedback from complaints.

May 2022

Forensic Services

You said: “My family did not receive booking confirmation for a visit and so the visit did not go ahead.”
We did: The visit booking process has been reviewed. Visits will be confirmed when the booking is made, with further contact only occurring if the visit can no longer go ahead. (Medium Secure)

You said: “I was uncomfortable at seeing another patient in the same building as me when I thought we were on a no mix list.”
We did: The Operational Group have updated the Operational Procedures with guidance on how to manage patients who are not supposed to mix.  (High Secure)

You said: “Staff were observing me while I was naked, and this is against my religious beliefs.”
We did: Policy and procedure has been updated to allow patients greater privacy, subject to individual and dynamic risk assessments. (High Secure)

You said: “The TV in the communal area is damaged which causes other patients to be frustrated and potentially break the TV completely.”
We did: The damaged TVs will be replaced by IT. Spare TVs will also be ordered to ensure replacements are always in stock in case of any further damage.  (High Secure)


Mental Health Services

You said: “I did not receive an important letter informing me a referral had been made for my child.”
We did: Team Lead and Admin Lead will monitor administrative processes so they can report on block in flow as well as raising concerns in Quality and Risk meetings. (CAMHS)

You said: “I was in significant distress as staff restrained me in an unsafe manner.”
We did: The staff involved and the nurse in charge of the shift have learnt and reflected from this experience to ensure they follow the principles of safe restraint in the future. (AMH)

You said: “No support or compassion was shown to my wife as my main carer.”
We did: All staff within the team have completed the Carer Awareness and Triangle of Care training in order to improve their understanding of carer needs.  (MHSOP)

You said: “I had booked a visit to see my child on the ward with the reception, but the ward staff were not aware of this visit”
We did: A system is now in place where the administration team communicate all booked visits with the ward, and these are added to the ward diary. (CAMHS)

April 2022

Forensic Services

You said: “Despite my requests for help staff did not complete a triage assessment to fully assess my mental health.”
We did: The service manager has informed staff that a triage assessment is always needed unless a patient specifically declines one. (Forensic Community)

You said: “I have multiple mental and physical health conditions which are not given equal consideration by my responsible clinician.”
We did: The patient was informed who was responsible for each of his health conditions so that he had a better understanding of how his care was being managed. (Low Secure)

You said: “A staff member made inappropriate and upsetting comments about my family members.”
We did: The ward manager has introduced reflective practises to ensure staff, and patients, consider how they are coming across in the moment. (High Secure)

You said: “Another patient overheard a message left for me by my sister and this patient told me about it rather than a staff member passing on the message.”
We did: This issue has been highlighted in the Divisional Patient Experience and Improvement action log for senior management to review and improve how telephone messages are passed to patients. (High Secure)


Mental Health Services

You said: I was not made aware of the names or job roles of the staff treating me on the ward.”
We did: The staff board on the ward has been updated with photos, names and designations. Staff have also been reminded to introduce themselves to patients and wear ID badges when on the ward. (AMH)

You said: “Following an appointment the clinician did not submit a referral for me as they said they would.”
We did: A process has been introduced whereby clinicians will have to tick off each action as completed for a patient following an appointment before the case is signed off. (AMH)

You said: “A safeguarding referral was made that was distressing and affected my relationship with my daughter.”
We did: The operational lead arranged a training session for the whole team on when to make a MASH referral and when it would be more appropriate to make a referral to the Early Help Unit. (CAMHS)

You said: “I experienced an excessive wait time to be seen by the service”
We did: More staff have been recruited and waiting times were targeted with the result that wait times are now down to two weeks. (Specialist Services)

March 2022

Forensic Services

You said: “Healthcare staff just handed me an unprofessional and unhelpful note rather than communicating with me.”
We did: The modern matron has reminded staff that there are proper procedures and formats in which communication and information is relayed between healthcare staff and patients. (Offender Healthcare)

You said: “There was no care plan in place for my epilepsy.”
We did: The clinical matron developed a care plan for epilepsy and referred the patient into the multi pathway for weekly monitoring and communication between all pathways. (Offender Healthcare)

You said: “The therapeutic relationship broke down between me and staff following an incident.”
We did: A mediation meeting was arranged in order to resolve the issues between staff and the patient. (High Secure)

You said: “I was worried about my safety and the risk of self-harm during the night.”
We did: The modern matron introduced a nurse call button in the patient’s room so that he can seek assistance when needed. (High Secure)


Mental Health Services

You said: My daughter was discharged alone from A&E while still unstable following a Crisis incident”.
We did: This incident was discussed at the Clinical Leads Group Supervision to ensure discharge arrangements are discussed with medical staff. (AMH)

You said: “Crisis staff did not modify their communication approach to manage my ASD needs.”
We did: Training has been undertaken to increase the CRHT staff ability to communicate with patients and to ensure they can modify their approach based on a patient’s needs. (AMH)

You said: “The service where not providing me with information regarding my son’s care.”
We did: A response letter was sent to the parent which provided a full summary and disclosure of services as well as outlining the care provided to the patient so far. (CAMHS)

You said: “I felt a possible diagnosis of EUPD had been ignored by the consultant psychiatrist I saw”
We did: The lead consultant arranged for an appointment with another consultant psychiatrist in order to have a diagnosis of EUPD explored. (AMH)


Community Health Services

You said: “My child was given a flu vaccine at school that I had not consented to.”
We did: The service have liaised with the developers of the online consent system to make changes that will make it clearer to staff which vaccine has been consented to and should be administered to children.

You said: “The team did not contact me to provide an update or request a medical history after my mother had a fall in her care home.”
We did: The standard operating procedure was updated to ensure the team speak to family members even if the patient lives in a care home.

You said: “My relative did not have a nephrostomy flushing because the team where not able to provide this service”
We did: A Task and Finish group was established to standardise care of nephrostomies. New guidance was developed for the care of a nephrostomy tube for patients in the community.

February 2022

Forensic Services

You said: “I did not receive reimbursement for property that was damaged five months ago.”
We did: The modern matron looked into this reimbursement request and ensured that it was action appropriately. (High Secure)

You said: “The ward do not recognise what aspects of my presentation are due to being deaf.”
We did: Deaf awareness training was arranged for staff and the ward manager will liaise with deaf services to ensure ongoing support is provided when working with deaf patients. (High Secure)

You said: “I felt that other patients and staff were targeting me and behaving in a threatening way after I transferred to the ward.”
We did: Staff were asked to support the patient as they settled into the new ward. There was also a staff meeting to discuss the best ways to make the patient feel safe and comfortable. (Medium Secure)

You said: “When I was transferred between wards my property went missing and staff did nothing about it.”
We did: Staff were reminded of the importance of following ward procedure as it is set out in the policy documents. (High Secure)


Mental Health Services

You said: “I was not updated when my daughter suffered cardiac arrest on your ward and was admitted to A&E”.
We did: Carer Peer Support Workers have now been employed on wards to improve communication between staff and the family/carers of patients. (AMH)

You said : “I did not receive numerous letters and documents from the service, including appointment letters and a crisis plan.”
We did: The team have now ensured that all the required paperwork has been sent to the patient to ensure they have full access to this information. (AMH)

You said: “I was not satisfied with the consultant who had been assessing me and wanted a second opinion”
We did: The lead consultant arranged for an appointment with another consultant psychiatrist in order to have a second opinion formulated. (AMH)

You said : “My family feels left without support while we have an 18 month wait for Small Steps.”
We did: A home visit assessment was arranged with two clinicians to determine what support could be provided while the patient and their family is on the waiting list.  (CAMHS)

January 2022

Forensic Services

You said: “I did not receive a dose of my medication because it was not delivered to me.”
We did: The patient will now be issued with medication for 28 days at a time and the pharmacy have set up an automated reminder to ensure he does not miss future medication. (Offender Health)

You said: “I felt that being given a small sip of water was not enough to swallow medications.”
We did : All Healthcare staff agreed that in the future patients should be allowed to drink a full cup of water before oral medication is checked. (Offender Health)

You said: “There was a mix up when serving Halal gravy on my meal.”
We did: Food items will be clearly labelled in the future to avoid further incident with Halal meals. (Medium Secure)

You said: “I was given the incorrect medication by accident and feel there should be two qualified nurses checking medication.”
We did: The ward manager and team leaders are embedding all qualified staff members on the ward with the correct process for administering medication. (High Secure)


Mental Health Services

You said: My structured named nurse sessions were not happening regularly on the ward”.
We did: Senior staff were re-deployed on the ward to help manage staff shortages and improve the quality of care. Named nurse sessions continue to be audited to ensure they are occurring regularly. (AMH)

You said : “I was not receiving any treatment from the service.”
We did: The patient was added to the waiting list for trauma focused work. (AMH)

You said: “My child’s ASD needs were not being met and we needed additional support to cope with their ASD.”
We did: The service appointed an ASD nurse specialist to provide support in these cases and in addition other staff have undertaken ASD training. (CAMHS)

You said : “My prescription was late in being sent to the pharmacy.”
We did: There is now a process in place to ensure prescriptions are sent out early to account for any delays in postage.  (Specialist Services)


December 2021

Forensic Services

You said: “My mail was opened by staff and sent to another department for storage.”
We did: A procedure was introduced stating patient letters should not be opened under any circumstances. If there are security concerns about the contents, then post will be opened by patients in front of staff. (Medium Secure)

You said: “Some of my items were not returned after being sent to the laundry”.
We did: Staff were informed of how to properly document and record clothing items when they are sent to the laundry to ensure all items are returned to the correct owner. (High Secure)

You said: “I was not notified that a visit from my son had been booked which meant I didn’t have any preparation time.”
We did: The Head of Social Care implemented a new system for notifying patients about onsite visits. (High Secure)

You said: “The doctor incorrectly re-wrote my medication.”
We did : It was agreed that qualified nursing staff would be responsible for checking medication charts are correct. Deputy Matrons will hold regular audits to ensure this is being completed. (High Secure)


Mental Health Services

You said: Staff let me leave the ward without completing a risk assessment and did not realise when I was absent without leave”.
We did: The staff member monitoring patient leave is now responsible for ensuring a risk assessment is completed and that a planned time of return is recorded before a patient leaves the ward. (AMH)

You said : “I was not allocated a new care coordinator after staff sickness.”
We did: More staff have been recruited and agency staff have also been used to cover any gaps in staffing.  (CAMHS)

You said: “I had not been paid a compensation claim for missing items more than one year after raising the issue”
We did: The service manager discussed the issue with the complainant and provided compensation in full for the missing items. (MHSOP)

You said : “My father’s CPN went on leave without notifying anyone so we did not know to check up on him.”
We did: The team have been reminded of the importance of informing patients and carers of any absence and the care provision that will be in place. The team will also improve planning support internally to ensure staff absence is covered. (AMH)

November 2021

Forensic Services

You said: “Due to staff shortages I have not been able to get out of segregation on a regular basis.”
We did: An email was sent to all staff advising them that an IR1 must be completed when segregation cannot be relaxed due to staffing shortages. The ward is also putting a traffic light system in place, to keep patients informed. (High Secure)

You said: “I am concerned with how the hospital communicate with families”.
We did: A paper was submitted to Rampton Operational Group and Security Committee looking at how to improve communication with families about patients' unplanned admissions to hospital. The family volunteer and support manager is also working with carers about issues such as communication between the wards and carers. (High Secure)

You said: “Staff member was using their phone whilst I was being escorted.”
We did: It was agreed that staff should not use personal mobile phones when escorting patients. The local leave procedure (FW/W/10) was amended. (Medium Secure)

You said: “Therapeutic involvement workers have been included in ward staff numbers, which means activities are interrupted when they are called off to do other duties.”
We did: Deputy Matron shared concerns about the impact on activities with the ward manager, for this to be discussed in the next community meeting. (High Secure)


Mental Health Services

You said: The service did not action my referral causing a delay in an assessment”.
We did: Service manager apologised for the systems and processes not being effective. It was confirmed that these have been reviewed and amended to ensure this does not happen again. (MHSOP)

You said: “I was not involved in discussing my medication on discharge.”
We did: It was communicated in a meeting that staff should ensure patients have a clear understanding of the medication they are discharged with and reason for it.  (Adult Mental Health)

You said: “My Care plan was not being reviewed every 7 days as name nurse sessions were not occurring.”
We did: Various actions are in place to monitor and improve the reviewing of care plans, through audits, management supervision and team discussions. Staff are also accessing training. For learning this will also to be discussed in the Quality Forum, and will be included in the care plan training delivered by the MHSOP Training for Quality Practitioner (MHSOP)

You said: “The crisis plan was not followed when I was distressed and my CPN was not informed the following day”
We did: An email was sent to all county south CRHT clinicians reminding them that all out-of-hours contact forms should be scanned and emailed to the relevant care team the next working day. (Adult Mental Health Services)

October 2021

Forensic Services

You said: “Staff ignored my request to get my property back.”
We did: The team were reminded to input sufficiently detailed descriptions of patients’ property into the database, so that property disputes can be investigated. (High Secure)

You said: “I was given an outdated box of medication”.
We did: The procedure OH-P-002 was promoted and discussed with staff. (Offender Health)

You said: “I was not seen by healthcare staff on return from A&E.”
We did: Officers have been advised that patients need to be seen by healthcare on their return from hospital to ensure follow up treatments and appointments are not missed. (Offender Health)

You said: “I experienced a delay in receiving my medication.”
We did: The head of healthcare said that staff would endeavour to update patients if there was going to be a delay. (Offender Health)


Mental Health Services

You said: There were difficulties obtaining an assessment and suitable worker so that my daughter's care and support could move forward”.
We did: The service now has a new process in place so all young people are contacted if their allocated clinician is off long-term to enable safety and risk planning. (CAMHS)

You said: “My letter was opened and read by someone it wasn't addressed to and has since been lost.”
We did: Admin staff were asked to take more care when reading envelopes. (Corporate service)

You said: “I feel discriminated against because of my disability - autistic spectrum disorder. “
We did: The autism awareness training has recently been updated and we hope it will be possible to make the new version available to staff. At that point, the training will be promoted throughout the trust and all health professionals will be encouraged to complete it. (Adult Mental Health Services)

You said: “The crisis team did not answer the phone during a crisis.”
We did: Staff were asked in a team meeting to help the shift lead take calls if they could, and to explain to patients the reason for any delays when calling them back. (Adult Mental Health Services)

September 2021

Forensic Services

You said: “No one responded to my emergency call bell.”
We did: The alarm/nurse call system was checked and configured correctly. (High Secure)

You said: “My applications for treatment were ignored”.
We did: All appointment requests are now triaged by an advanced nurse practitioner to make sure patients get to see the appropriate clinician. (Offender Health)

You said: “A staff member’s comment was inconsiderate and unprofessional.”
We did: Staff were reminded that although comments might be intended as light-hearted and without malice, they might not always be taken that way by a patient. (Offender Health)

You said: “I am not receiving my mail.”
We did: It was agreed that the Security Department would update patients if there were any problems with their mail. (Medium Secure)


Mental Health Services

You said: “My husband was discharged without all his property.”
We did: Staff were reminded to complete updated property sheets both on admission and discharge. (Mental Health Services for Older People)

You said: “I attempted to access the crisis house but was not admitted, despite my care plan allowing me stay in the crisis house four times a year.”
We did: Staff were not aware of inclusion and exclusion criteria and were not following the correct referral pathway.  These details were shared with staff prior to a discussion in a team meeting. (Local Mental Health Team)

You said: “I didn't receive my appointment summary until 2 months after my appointment.”
We did: The process for passing information from consultants to secretaries was addressed. Additionally, staff have now been recruited.  This means that such delays will be much less likely in the future. (Local Mental Health Team)

You said: “My letter was sent to an old address.”
We did: Staff were encouraged to regularly check and update family, carer and nearest relative details to prevent it happening again. (Adult Mental Health Services)

August 2021

You said: “I was given another patient's medications.”
We did: The team reviewed processes to prevent this kind of error happening in future.” (Offender Health)

You said: “There was a lack of communication from the ward about our son’s progress and discharge planning.”
We did: The matron reissued the ‘carers and confidentiality’ leaflet to staff and discussed the issue in team meetings. (In-patient Adult Mental Health)

You said: “I was refused paracetamol for an injury”
We did: Staff were advised to be more lenient about supplying paracetamol and ibuprofen, given the restrictions on purchases in the prison canteen, and where a patient has suffered an injury, to give them pain relief until a prescription can be obtained. (Offender Health)

You said: “There was a lack of communication, openness and willingness to help in relation to our father's stay on the ward.”
We did: This was acknowledged. With patients’ consent, consultants are now using MS Teams in multidisciplinary team meetings to liaise with families. (Mental Health Services for Older People.



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