A patient’s story: a complaint and the aftermath
Summary
This is my story of being a patient at Derbyshire Healthcare NHS Trust (DHCFT), Derby, and raising a complaint about negligent treatment that caused me harm and puts all patients at risk. As soon as I raised a complaint, I became a problem, no longer a patient. What followed was a disturbing sequence of lies, abuse of power and official obfuscation as the individuals at DHCFT were prepared to go to any lengths to cover up to protect their own personal reputations and interests. My story illustrates how ineffective the plethora of regulators, commissioners and other professional bodies are in fulfilling their duty as a protective layer of accountability and in maintaining patient safety. Above all, it shows how hard it is for patients to have their voice heard when those in positions of power take every measure possible to suppress it. I have documents to prove everything I say.
Victoria followed all the correct and appropriate pathways to raise her concerns, via formal complaint, PHSO, CQC and the appropriate professional bodies. With finding no avenue was listening, a peaceful protest and a meeting with the Trust, led to an erroneous Police detention, based on false statements by the NHS Trust. Online bullying and harassment was also endured by Victoria, yet reporting of online abuse was dismissed and ignored by the authorities.
With statements like this - what hope do we have as patients when things do go right?
“She is complaining… her complaint is undermining professional reputations and is unacceptable. She must stop or else she must be made to stop,” Derbyshire Healthcare NHS Foundation Trust, November 2014.
I make the following recommendations:
i. Executive Director and management accountability is required with a professional regulatory body to maintain standards of honesty, transparency and integrity among Executive Directors and ensure patient care and safety is prioritised and seen to be prioritised.
ii. There should be disciplinary action against any member of staff in the NHS who covers up, including Executive Directors.
iii. Trust Executive Board members should not hold simultaneous posts on their own regulatory bodies.
iv. Lawyers who act for the NHS and commit fraud, misconduct or contempt of court should be prosecuted and face hefty prison sentences as a deterrent.
v. To avoid “cash for opinions” and the “hired gun” expert, a joint expert should be appointed from a panel based upon independently verified expert credentials and experts should be paid a fixed flat rate.
vi. Every patient who raises a complaint should appoint an independent advocate to scrutinise the complaints process externally and support the patient to get their voice heard.
vii. The NHS complaints process should not be controlled by the NHS but referred to an external independent body from the start- one that is truly independent.