Some patients raised issues about staff attitude and care provided.
The manager used the examples to develop a learning event for nursing
staff to include staff attitude, care and compassion.
We Did
You Said
Patient was not given medication that they were on at home.
New ward pharmacist now in place and will update team on pharmacology
use of drugs, including risks of withdrawal.
We Did
You Said
The kerb on a pedestrian crossing is not suitable for wheelchairs.
We undertook work to improve access and footpaths for those with mobility
issues.
We Did
You Said
Clinic name is visible through window of envelope on appointment letters.
Format of template appointment letters have been amended to ensure only
address details visible in windowed envelopes.
We Did
You Said
Learning from Ombudsman Cases
During the past year, 23 complaints were completed that had been considered by the Ombudsman.
Of these, 9 were not accepted by the Ombudsman for investigation, in 4 cases a settlement was
reached without investigation and in 1 case the Ombudsman did not uphold any of the complaint.
For the remaining 9 cases, below are some examples of wider learning from the Ombudsman's
findings and recommendations:
• Electronic records updated and cross-referenced with paper records - practice of ward clerks
reviewed to ensure consistency across all wards
• Review of Psychiatry of Old Age Liaison Services
• Work with another Trust to review the working arrangements for Tissue Viability Nurse
referrals.
Goal 1: Transforming the Culture
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