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 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 Q3 2020-21

Summary of ComplaintsActions

The patient complained she was not provided with the correct advice and patient information leaflets before she had a sigmoidoscopy.



An apology was provided to the patient.

The patient was assured that the Matron has discussed the patient's concern with the nursing staff to ensure that they support the patient information provided with the relevant leaflet to increase patient awareness. 

A complainant was distressed that an elderly relative was discharged from the hospital and sent home by taxi with a cannula still in her arm.Unreserved apologies were offered to the complainant and their family for this failing.  As a result of the complaint, the Ward is now conducting weekly audits of intravenous cannula care plans to ensure there is 100% compliance with Trust policy
A patient complaint involved concern about catheter care and she stated that she did not believe that staff were suitably trained to provide catheter care.

An apology was provided to the patient.

As a result of this complaint and increased training was provided to staff on the ward.

A patient complained that he was nil by mouth for a long time when surgery was ultimately cancelled.An apology was provided to the patient. Fasting audits are completed across the service and results of audit to be shared with all staff at Ward Meetings. Any concerns will be escalated to Patient Safety Council and good practice will be shared.


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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