Hi.
For the past three years, I've received prostate cancer treatment from the NHS. Most of it has been excellent. In fact, I've twice written to the CEO of my local Trust, expressing my praise and gratitude for the wonderful service provided.
However, I am adamant that a couple of quite serious mistakes were made which have left me with worse outcomes.
Our own site mentions how to complain about your cancer treatment.
https://prostatecanceruk.org/get-involved/campaigning/concerns-about-the-quality-of-your-healthcare#:~:text=You%20can%20make%20a%20complaint,be%20found%20on%20their%20website.
We cannot discuss specific cases on here, including my own, but I thought it may be helpful to others, to relate the problems I've encountered with the NHS complaints procedure.
Initially through PALS, I submitted a written complaint to my Trust. A lead Investigator made enquiries into it. Three months later, I received an unsatisfactory response. I complained again, three months later I received a second equally unsatisfactory response. I submitted a further complaint and three months later received a third unsatisfactory response. By this time I was getting very frustrated.
I knew all the questions I wanted clarifying were accurate because I was working from copies of my medical records. Each time I complained, I asked the same, very specific and pertinent questions, each time these questions were either not answered, or answered inaccurately. Sometimes the answers they gave contradicted their earlier replies. After questioning their third response they refused to reply further in writing and suggested a meeting. I declined this offer on the grounds that if they found it impossible to give clear written answers I doubted that I would get clear verbal replies.
However, I accepted their advice of pursuing my complaint with the Parlimentary Health Ombudsman. When I eventually got a reply from them. I was informed that although my grievances were worthy of further action, that due to a back log caused by COVID, my case wouldn't be investigated until Spring 2024.
In an attempt to expediate things, I even made enquiries with a solicitor, on a no win, no fee arrangement as to grounds for a claim of clinical negligence. However, like in most cancer cases proving causation, the increased harm the alleged breaches of care had caused, was virtually impossible.
I'm still left feeling aggrieved. I shall await the findings of the Ombudsman and then review my options
Has anyone else, without posting specific allegations, had any experiences or difficulties with the NHS complaints procedure?
Adrian.
Edited by member 29 Dec 2023 at 02:50
| Reason: Additional text