NOTE: By submitting this form and registering with us, you are providing us with permission to store your personal data and the record of your registration. In addition, registration with the Medical Independent includes granting consent for the delivery of that additional professional content and targeted ads, and the cookies required to deliver same. View our Privacy Policy and Cookie Notice for further details.

You can opt out at anytime by visiting our cookie policy page. In line with the provisions of the GDPR, the provision of your personal data is a requirement necessary to enter into a contract. We must advise you at the point of collecting your personal data that it is a required field, and the consequences of not providing the personal data is that we cannot provide this service to you.

Don't have an account? Subscribe

Almost half of complaints at Beaumont relate to access

By Mindo - 12th Nov 2018

Some 227 formal complaints were in the category of “safe and effective care”, which includes staff competency; delay or misdiagnosis; tests; continuity of internal/external care; discharge process; health and safety; hygiene; infection prevention and control; medication concerns; and treatment and care.

The next biggest category of complaint was “communication and information” (102), which covers communication skills; delay and failure to communicate; and information.

Some 44 complaints related to “dignity and respect”, which includes dignity not respected; alleged inappropriate behaviour; discrimination; and end-of-life care.

The number of formal complaints to the hospital has remained relatively consistent over recent years, with 799 received in 2016 and 826 in 2015, the same figure as last year.

According to the hospital’s annual report for 2017, the Patient Advisory Liaison Service (PALS) has commenced quarterly audits of formal complaints, with the first audit completed in November 2017. It found that in all cases, “evidence of apology” was included in the final complaint response as appropriate.

In 96 per cent of cases, the complaint response had been answered “without the use of medical jargon or abbreviations” and in 87.5 per cent of cases, the response “answered all questions identified by the complainant”.

The annual report also outlined that the PALS has a proactive role, “directly engaging with patients and families to listen and offer support and advice with regards to concerns and their requests for information.

“As such, PALS will advocate on behalf of patients to the relevant teams and departments within the hospital. A key objective of this role is to resolve concerns before they progress further and to liaise directly with the relevant hospital staff to assist with this.”

Leave a Reply

Latest Issue
The Medical Independent 20th February
The Medical Independent 20th February 2024

You need to be logged in to access this content. Please login or sign up using the links below.

Most Read