Has anybody ever gone through the NHS complaints process as I  just going to have to start one.

My mother was admitted two weeks ago due to passing out and falling down. She was on
The floor for 7 hours before she managed to crawl to a phone. X-rays test all ok but question about her ability to be at home on her own was in question so they sent her to a local cottage hospital for assessment for a care package .

First day there she was put on a commode , no break applied and left her on her own. You can guess what happened next, she fell off .

They got her up and the nurse said nothing too badly damaged seem by doctor (no X-rays ) and a physio only pulled muscle. She was in considerable pain for days and no further investigations just plied her with morphine.

They decided yesterday to discharge her after two week in there still in agony so saw the GP and he suggested that she is sent for an X-ray back at the main hospital . Guess what she has now been read utter with a broken and badly dislocated shoulder and has been told that she has to undergo surgery.

Absolutely fuming about the way she was left to fall off an unsecured piece of equipment then the total lack of aftercare she has received.

Her overall health is not that great and they are very concerned about operating but have no option.

Just wondered if anybody has had to go through the complaints proceedure as want to make sure it gets looked at quickly, thoroughly and we get s full apology and her aftercare ( she will not be able to move around without help for weeks)

Go through your local hospital's PALs system Lucy - they are generally very much on the ball.

Your poor mum - that's all she (and your family) need.

Thinking of you x

Just spoken to them and they are taking it very seriously thank goodness ! Added complication as the care is under a English trust and a welsh trust so may have a few bits of red tape to deal with but luckily as I am working on a project in the NHS at the moment it does help as I can get to speak to the right people hopefully very quickly.

It is hard to believe they gave Morphine for a non existent condition, that should have rung alarm bells.

From a simple fall depending on what the patient complained of they wouldn't always be Xrayed but if the pain continued then further investigation/referral would be needed.

What did the assessment show re her capability to care for herself? With a fracture/dislocation of the shoulder she would not have been fit to be discharged home as she wouldn't have been able to do basic tasks around the house and for her personal care.

I hope the surgery isn't as complicated as first thought.

She is on morphine anyway because of a back condition but the pain after the fall was quite severe and so they decided to up the morphine she was already on and didn't bother to do further investigations.

They discharged her and the GP was the one that decided after my sister voiced her concerns to send her for an X-ray and so it was 10 days after the fall and after she had been discharged that the X-ray found a severe break and dislocation of the shoulder. Even a physio missed it which is ridiculous  as by just examining her without they would have noticed something seriously amiss.

Also after an accident where the injury was caused by something that had been done incorrectly left on own and no brakes on they should have made doubly sure no serious injury has been sustained. They didn't even inform us the next of kin about it which again they should have done .
As for the aftercare plan haven't the foggiest as the thought she was fine , obviously not the case.

So sorry for you and your Mum. Unfortunately I have experienced such neglect with a very close relative too. Pals are usually very good I hope they help you too all the best for you both

nothing useful to add, just hoping she is ok x

Hope your mum recovers well it must be a worry. I had a similar thing with a an old Aunt, the family did not make a complaint at the time, like a lot of people did not want to rock the boat. I think they need to bring back the old type sister and matron system, in those days wards were run like a milatary operation and patients received proper care.
My daughter was on a surgical ward about a year ago, and her treatment as a young person was excellent, but she could hear and see what went on with some of the older patients when their was no visitors on the ward and the care they received left a lot to be desired.
Your mum is lucky she has a family who care and will stand up for her rights. Good for you and good luck with the complaint.

Thanks all. They have decided that it is too risky to operate as her respitory function has deteriated and so nothing can be done as they say it highly likely she will develop pneumonia.

Not sure what the future holds for her to be honest because without the op she will not be able to function and get around .

Sorry to hear your Mum is having a rotton time. Hope you get some joy.

Sorry to hear your mum is not well, hang in there and stay positive, sometimes miracles do happen and she may recover enough to have the op. Just don't give up, she is probably suffering from shock as well as not feeling well. Hope your mum improves.

Hi Lucy, I work for PALS/Complaints so if I can help you with anything just ask...

Hope your mum is ok

Gabrielle x

Gabrielle do you work at the same hospital as me?  PALS are really good and will look into your query can take a couple of weeks dependant on the doctors/staff involved who have to reply.

Sorry Gabrielle missed your post and thanks for the offer of help

PDAE, I am in the North West... where are you?

Lucy, just ask if you need anything :-) x