Realised this morning that I had heard nothing since my talk with the Nottingham Hospitals Complaints Department lady on 21st October. Although I have left the Marsden to deal with the Sisyphean task of getting copies of my old scans onto disc and down to them, I have still not had anything about all the other things I brought up in my complaint (misdiagnosis by two stages - Stage 2 when it was actually Stage 4, failure to mention until a year later the fact that 10% of my type do last longer than the "3-4 months" we'd been told as a certainty, conflicting recommendations of treatment brought to light only by my eagle eye falling on notes meant only for other healthcare professionals...). I rang Nottingham City Hospital, and asked to be put through to the Complaints Department.
A nice chap answered at the switchboard, but I suspected he was new, as it was some time before he put me through. Meanwhile I could hear all the background noises. This included a lot of heavy breathing, and I wondered if the poor chap should have been in a bed rather than at the desk - he didn't sound at all well. Eventually, after two intermissions of music, a lady answered saying it was the PALS. I explained that I might have been put through to the wrong extension as I had wanted the Complaints Department. "Well, they don't really have one," the lady said. "It's dealt with by the different departments. It would have come through to us."
I explained that I'd originally emailed PALS, had received no reply, so had chased it up, only to be told that they didn't deal with complaints about hospital treatment, and had forwarded it to the hospital, as detailed in my Lots of Fun in Nottingham blog. Now however the PALS lady sounded surprised, and said that they DO deal with this sort of thing. She conferred with a friend and I could hear them finding my complaint. "I'm going to put you through to Sharon _________ on Extension ______" she explained, as this person deals with the oncology department complaints. Next thing I was speaking to Sharon who said that an acknowledgement had been sent out to me (she'll send me a copy as I never received anything), and the results of the enquiry will be "in the trough" (sounded like this, and I imagined a bin of pig swill) on 24th November "but of course will take a few days to come through to you."
Hmm, odd this. I wish PALS would decide what they do and don't do. I remember approaching the PALS' desk when I first had the shock of misdiagnosis, and the two elderly ladies bridled with indignation, "We don't deal with THAT sort of thing. You'll have to talk to your consultant." They did deign to give me a timetable for a new bus service, which I walked half a mile across the hospital site to find out it didn't start running until the following week... Now I've got someone really au fait, and helpful!
Anyway, I await with fevered anticipation to see what the results bring. I think I have a fair idea - but maybe I'm doing them an injustice and I shall get an apology.
Hoping everyone is bearing up, as we say stoically. Loads of love xxxxx Penny
FormerMember
Yes, it went by email and the PALS lady said they have a print-out. It was so long (there have been so very many mistakes, omissions and tardiness) that I couldn't have done it justice in a phone call. I await the post this week with interest to see whwther the result does indeed arrive in that "trough" tomorrow. As you say, I don't want compensation because that would take money away from other people's treatment, but "Sorry" and an assurance that they now actually do get more than one person to glance at one's records before that all-important first diagnosis so this never happens to another cancer patient at Nottingham would be satisfying. xxxxx Penny
