Upheld Complaints

The Francis Inquiry recommended that NHS Trusts should publish information about complaints that are upheld on their websites.   We are committed to sharing information to improve learning and will publish upheld complaints every quarter on our website.

The Trust receives approximately over 300 complaints from patients, relatives and carers and these complaints are investigated thoroughly.  Following investigations, complaints are not upheld, partially upheld or upheld.

Regardless of the outcome of the complaints, when things go wrong the Trust acknowledges that something could have gone better, provides an apology and an explanation of what will be done to prevent it happening again.

Actions from Complaints Q1 –2020-2021

Summary of ComplaintsActions
Service user was unhappy around the lack of written information regarding plaster cast care and how to reduce swelling.

An apology was provided to the patient. 

There is now a dedicated minor injuries area within the ED that is stocked with a range of minor injury leaflets.

Service user who attended ED with the patient complained that the clinicians failed to follow the previous analgesic regime that has been effective in controlling a patient's symptoms An apology was provided to the patient and the complainant.  The patient was sent a health passport to complete  and upload unto the Trust's electronic health records  in order to  ensure that clinicians within the Trust will be aware of the analgesic regime that has proved most effective for the patient when next she attends the Trust
A Complainant was unhappy about delay in treatment and diagnosis in respect of a relative who was a patient at the Trust.

An apology was provided to the complainant for delay in escalating the patient's observations to a senior doctor for review.


The Matron has reminded staff, via the daily briefing, that triage documentation must support any escalation of condition. Deteriorating Adults Policy must be followed with immediate escalation of abnormal observations as per the national early warning score (NEWS2) to senior doctor for review.

A patient's relative was unhappy that the patient was given the correct medication but another patient's name had been written on the medication.An apology was provided to the patient and their relative for the error which was promptly investigated at the time of the patient's admission.  Ward Manager will remind staff to ensure that two members of staff check that the correct medication is being prepared compared to the prescription.

Related Documents

Compliments, Complaints and Suggestions Leaflets

Patients are eligible for free NHS treatment at St Helens and Knowsley Teaching hospitals NHS Trust if they are: Ordinarily resident in the UK or: Overseas visitors, but entitled to free NHS services under the National Health Service (Charges to Overseas Visitors) Regulations

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