Hospital complaints over staff attitude and delays

Royal Preston Hospital

Royal Preston Hospital

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Up to two thirds of complaints made by hospital patients in central Lancashire were about staff attitude, delays and efficiency of treatments.

The Lancashire Teaching Hospital Trust’s board meeting heard that the number of formal complaints received by the Trust between April 1, 2014 and March 31, 2015 was 579, a reduction on last year.

The trust, which runs the Royal Preston Hospital and Chorley and South Ribble Hospital revealed that of that figure, 64 per cent of the complaints were found to be justified or partly justified and the main themes of complaints were staff attitude, efficiency of treatment and delays in treatment.

And of those, 22 complaints were unresolved locally and reviewed and closed by the Parliamentary Health Service Ombudsman where two were upheld and six partly upheld.

But thousands of patients have also complimented the services.

During 2014-15, a total of 6,193 compliments and thank you cards were received.

Today Karen Partington, chief executive of the hospital trust, said: “We are pleased to say that the number of formal complaints we have received in the last year is lower than the year before and that figure has been steadily decreasing over the last few years.

“However we are working hard to try to reduce that number even further.

“The reduction in formal complaints is particularly pleasing considering that we have seen an increase in patients coming through our doors and that number is on the increase.

“We consistently work with our staff to ensure they deliver the right attitude when dealing with our patients and training is ongoing.

“Treatment has been delayed for some patients as our hospitals have been busier than ever.

“However we have been continuing to work closely with our local health and social care partners as well as working with our own staff, to improve patient pathways and ensure the service is more robust to deal with the increasing pressure.

“The situation is improving with fewer delays.”