Originally Posted by ollyit
Sorry this isnt rib related, its basically in a nutshell some stupid nurse who gave my mum the wrong treatment at the hospital -
My mum recently had a small cyst in her eye lid went to the doctors usual routine and had a hospital apoointment for removal a few months later, my mum went there day before yesterday with my sister to have this work done, a nurse then took her in to a room and started pouring this solution in her eyes, my mum asked what it was and she just uttered something in foreign and ran off - turns out this treatment was meant for a 40yr diabetic MAN!! do this dumbarse's not even read the notes??!!! - Surelly my mum cant be mistaken for a 45 year fella by the name of malcolm?!?! - I am soo narked at this as mum is far too nicer person to take it any further, as a result she couldnt hardly see for the next 5hours lucky my sister was there - now they've asked her to make more time off work to come again and have the cyst removed, I wonder what they'll do next! -
sorry if I'm going off on one but when its family its very personal - whom do you think I should talk too about this, its an outrage !
I have had cause to complain to the NHS on behalf of another person in the past. Our primary concern was to tighten up procedures and extract some sort of appology for crap treatment - rather than seek compensation...
I believe you can't complain to the NHS on behalf of someone else without their written permission.
I believe complaints about "poor bedside manner" etc are difficult to be objective about etc - and therefore hard for the NHS to take action on.
Errors like you describe should be easy to "prove". When we made our complaint it was about treatment without informed consent (medication administered to 'make you feel better' - without discussing the fairly serious other implications - which we had agreed with other doctors would not be acceptable). If you make clear from the start that you are not talking about financial compensation, lawyers, and other such threats which people seem to band about at moments like this - then I think you will find them much more receptive to disucssion problems/issues.
We wrote to the ceo of the trust and the head of department. CEO was much more responsive.
Oh - and finally whilst you might suggest that even after challenging the treatment "communication was poor" I don't suggest that you describe it as "uttered something in foreign" because (1) the NHS are reliant on foreign staff and (2) they are probably so paranoid about race discrim. claims that the actual issue (you couldn't understand them) gets lost in concerns that you are internionally/uninitentionally being racist. The NHS management aren't stupid (well not all of them!) so if you refer to poor communication, or difficult to understand they will be able to make that connection themselves.
Hope that helps.