Northampton General Hospital NHS Trust Quality Account 2016-2017

Detailed below are some examples of complaints and action taken as part of the learning process.
This information relates to the top three themes for complaints for the financial year 2016/2017:
Patient care
Complaint
Concerns regarding different aspects of
care received relating to wound care
whilst an inpatient. Issues referred to
the wound being unchecked, the
incorrect dressing used and infection
prevention concerns were raised
Delays in the prescribing and
administering of anticoagulant
medication.
Communication
Level of communication experienced in
relation to a surgical admission. Patient
considered they were not given advice
as to how to escalate any concerns that
they had post-operatively.
Level of communication regarding an
outpatient appointment. Patient unable
to leave a message as the telephone
mailbox was full, and unable to make
contact with anyone else as relevant
staff were on leave and messages were
cleared. Additionally a letter confirming
an appointment was not dispatched, as
had been advised by a member of staff.
Delays/Cancellations
Appointment was cancelled as there was
not a doctor available.
Delays in treatment when it was
necessary to call for a more specialised
member of staff from another area.
Outcome
Complaint addressed directly with ward staff and
individual concerned during the investigation. Additional
wound care training has been completed and standards
of care and infection prevention guidelines were
reiterated to the staff. Apology and explanation was
provided plus reassurance of learning taken forward
Complaint was addressed directly with individual
concerned in order to raise awareness and
understanding of the need to ensure this type of
situation is acted upon in a timely manner. Written
instruction given to clinicians within the department
regarding patients awaiting inpatient specialty
assessments. Apology and explanation was provided
plus reassurance of learning taken forward
Identified that staff must ensure patients are provided
with the appropriate information both verbally and in
writing to ensure they are aware of what to look for
regarding post-operative complications. Apology and
explanation was provided plus reassurance of learning
taken forward
Identified that staff must access and action voicemail
messages daily and a ‘buddy’ system introduced when
a member of staff is on leave to ensure their calls are
covered. Staff were also informed they must ensure
actions agreed with patients are followed up
accordingly. Apology and reassurance of the learning
identified expressed to the patient.
Identified that this related to an administrative error
whereby the clinic should have been closed on the
system to prevent further patients being added. The
admin team is being restructured and processes
revised in light of this. An apology and explanation was
provided to the patient. Reassurance was given of the
learning identified and the action taken.
Identified more staff required training to enable them to
use the equipment needed to prevent delays in
treatment being administered. Training has now been
undertaken, a grab box prepared to ensure treatment is
administered promptly and a specific care plan is being
set up for the patient as she has a relatively rare
condition. An apology and explanation was provided to
the patient. Reassurance was given of the learning
identified and the action taken.
47