Trust failed to properly answer a justified complaint

Summary 161 |

Following a diagnosis of deep vein thrombosis, Ms E's haemoglobin levels were not monitored and she became so anaemic that she had to undergo a blood transfusion at the Trust.


What happened

When Ms E complained to the Trust, it told her that it thought her GP was monitoring her haemoglobin levels and it did not acknowledge that it should have checked her levels at some point. The Trust also failed to address Ms E's concerns about her hospital stay in any detail, missed the point of her complaint and gave incorrect information.

What we found

The Trust did not deal adequately with Ms E's justifiable complaint about its services. We could not say conclusively that Ms E's hospital admission could have been avoided if the Trust had acted differently, but the care given was not as good as it could have been.

Putting it right

The Trust acknowledged that the care provided was not as good as it should have been, apologised, and reviewed its policies and processes to improve care.

Health or Parliamentary
Health
Organisations we investigated

Royal Liverpool and Broadgreen University Hospitals NHS Trust

Location

Merseyside

Complainants' concerns ?

Did not apologise properly or do enough to put things right

Result

Not applicable