How to complain to hospital.

Esoteric_

Sorry if this is in the wrong place, please lock or move if necessary.

I'm not seeking legal advice here, I just don't know how to go about writing complaints or who to address them to.

I brought my younger sister into hospital 4 days ago, after she had an accident. I have had medical training and felt a break in her foot and suspected a break in her ankle. The doctor in A+E x-rayed her, but didn't look at the x-ray. She arrived into the A+E on her crutches from a previous accident, and while speaking to the doctor, he told her that there was nothing wrong with her, she was being silly, and tried to take her own crutches from her. He told her in the end that there was nothing wrong with her and to go home.

Yesterday morning, she got a call from the hospital telling her to come in today, that another doctor has looked at her x-rays and she actually has got a broken foot and a broken ankle as I suspected.

She went in today and has had a 'moon boot' fitted from toes to knee.

She's been in agony for the few days since being told there was nothing wrong with her, and basically we don't know who to complain to or how to go about it.

I won't name the hospital, but is there a specific section in a hospital that we should complain to, or any relevant authority?

Again, apologies if this is in the wrong section.

Slyderx1

same thing happened to my daughter..I doubt very much if you will get an apology as that would be an admission of negligence and I'd advise that you get your family solicitor to write a letter of complaint to the Board , Medical Council or anybody else.

Esoteric_

It's not about getting an apology or compensation or anything along those lines. It's just about making them aware that certain members of their team possibly need more training or a kick up the backside, so all I need is to know who to complain to.

Thanks very much.

valleyoftheunos

In these circumstances you can write to the chief executive of the hospital, you should be able to find their details on the hospital's website.

SB2013

This is a story that is quite common. i know three people that have been sent home from xray departments with a few painkillers and have later turned out to have breaks. It seems the quality of xray technicians is pretty poor in Ireland. You should definitely write to the hospital and i would also suggest making a complaint to the medical council too.

coylemj

SB2013 wrote: »

This is a story that is quite common. i know three people that have been sent home from xray departments with a few painkillers and have later turned out to have breaks. It seems the quality of xray technicians is pretty poor in Ireland.

I don't think the professional competence of the radiographer is an issue here.

Esoteric_ wrote: »

The doctor in A+E x-rayed her, but didn't look at the x-ray.

You're effectively saying that the training of radiographers in Ireland is below international standards, what evidence do you have to back this up?

Esoteric_

coylemj wrote: »

I don't think the professional competence of the radiographer is an issue here.



You're effectively saying that the training of radiographers in Ireland is below international standards, what evidence do you have to back this up?

That second part quoted my post, was it aimed at me? Because I haven't called the radiographer's training into question. I've suggested that the particular consultant might need more training based on the experience my sister had, considering he didn't bother to look at the x-ray.

dee_mc

I think you should bring your complaint to the Ombudsman, assuming it was a public hospital you were dealing with.
http://www.ombudsman.gov.ie/en/publications/information-leaflets/the-ombudsman-and-public-hospitals/
Write down the details of what happened in a non-emotive way, be specific re times and dates and description of doctor if you didn't get the name.

CIARAN_BOYLE

There is advice on how to make a complaint here

http://www.citizensinformation.ie/en/health/health_service_agencies/making_a_complaint_about_the_health_service_executive.html

On a more explanation based matter. Honestly most A&E doctors aren't qualified to read x-rays. I know its sad but its true. Usually there is one doctor that is on that can read them who all the other doctors will swarm when he doesn't have a patient or doctors will offer platitudes to get you to leave (on the usual A&E practice that if they can convince you to leave there is nothing wrong with you) and your x-ray will be reviewed by a proper radiologist (doctor specialising in reading x-rays) at the next available point in time.

SB2013

coylemj wrote: »

I don't think the professional competence of the radiographer is an issue here.



You're effectively saying that the training of radiographers in Ireland is below international standards, what evidence do you have to back this up?

No I'm suggesting the quality of their work and their ability is poor.

Esoteric_

CIARAN_BOYLE wrote: »

There is advice on how to make a complaint here

http://www.citizensinformation.ie/en/health/health_service_agencies/making_a_complaint_about_the_health_service_executive.html

On a more explanation based matter. Honestly most A&E doctors aren't qualified to read x-rays. I know its sad but its true. Usually there is one doctor that is on that can read them who all the other doctors will swarm when he doesn't have a patient or doctors will offer platitudes to get you to leave (on the usual A&E practice that if they can convince you to leave there is nothing wrong with you) and your x-ray will be reviewed by a proper radiologist (doctor specialising in reading x-rays) at the next available point in time.

Wasn't aware of that tbh, because the few times I've had an x-ray done in A+E, it's been properly read.

Anyway, I have the information I need, so will advise my sister as to where to go next with this. Thanks again, everyone.

Mods, feel free to lock this.

dee_mc

CIARAN_BOYLE wrote: »

There is advice on how to make a complaint here

http://www.citizensinformation.ie/en/health/health_service_agencies/making_a_complaint_about_the_health_service_executive.html

On a more explanation based matter. Honestly most A&E doctors aren't qualified to read x-rays. I know its sad but its true. Usually there is one doctor that is on that can read them who all the other doctors will swarm when he doesn't have a patient or doctors will offer platitudes to get you to leave (on the usual A&E practice that if they can convince you to leave there is nothing wrong with you) and your x-ray will be reviewed by a proper radiologist (doctor specialising in reading x-rays) at the next available point in time.

Good advice, I didn't realise you should take these steps before contacting Ombudsman.

Slyderx1

It is a wasted complaint if you do not receive a meaningful reply. Bringing it to the hospitals attention falls short of actually extracting positive action from the Institution. A solicitors letter would I presume be passed on to its insurers and no doubt to the HSE and would carry some weight.

dee_mc

I think a solicitor's letter would be the third course of action: firstly, make a complaint to the HSE. If the matter isn't resolved to your satisfaction, contact the Ombudsman. If the matter still isn't resolved to your satisfaction, then of course consider involving a solicitor. To me, it makes sense to use the complaints procedures in place before considering legal action.

DoesNotCompute

dee_mc wrote: »

I think you should bring your complaint to the Ombudsman, assuming it was a public hospital you were dealing with.
http://www.ombudsman.gov.ie/en/publications/information-leaflets/the-ombudsman-and-public-hospitals/
Write down the details of what happened in a non-emotive way, be specific re times and dates and description of doctor if you didn't get the name.

You can't go direct to the Ombudsman. You must go through the Hospital's internal complaints procedure first. If you are still not satisfied, only then can you go to the Ombudsman.

dee_mc

DoesNotCompute wrote: »

You can't go direct to the Ombudsman. You must go through the Hospital's internal complaints procedure first. If you are still not satisfied, only then can you go to the Ombudsman.

thanks, that was addressed already

coylemj

Esoteric_ wrote: »

That second part quoted my post, was it aimed at me? Because I haven't called the radiographer's training into question. I've suggested that the particular consultant might need more training based on the experience my sister had, considering he didn't bother to look at the x-ray.

Sorry, I can see where the confusion could arise.

I was quoting you to SB2013 to highlight the fact that your issue was with the doctor in A&E not looking at the x-ray as opposed to a problem with the quality of the x-ray itself which he (SB2013) seemed to imply was the root cause of the problem.

To answer your specific question: No, my post was not directed at you.

coylemj

SB2013 wrote: »

No I'm suggesting the quality of their work and their ability is poor.

I find it surprising that you're bringing up that issue when the OP never mentioned that there was any problem with the quality of the x-ray.

Specifically he said that the doctor didn't even bother to look at the x-ray so I really don't see why you should air your grievance about the competence of Irish radiographers in this thread. It's also a bit high-handed to condemn an entire profession in this country as incompetent.

Esoteric_

coylemj wrote: »

I find it
surprising that you're bringing up that issue when the OP never
mentioned that there was any problem with the quality of the x-ray.

Specifically he said that the doctor didn't even bother to look at the
x-ray so I really don't see why you should air your grievance about the
competence of Irish radiographers in this thread. It's also a bit
high-handed to condemn an entire profession in this country as
incompetent.

I'm a she But yes, the quality of the x ray was absolutely fine, since another doctor looked at it and spotted two breaks straight away.

Thanks for all the advice, everybody.

valleyoftheunos

Esoteric_ wrote: »

I'm a she But yes, the quality of the x ray was absolutely fine, since another doctor looked at it and spotted two breaks straight away.

Thanks for all the advice, everybody.

Medical and Surgical Doctors aren't experts in reading XRays. For that reason all xrays are read a second time by a radiologist, its not uncommon for people to be sent home and to then get a phone call 2 days later asking them to come back because the radiologist has seen something.

However in cases involving children the procedure is to treat for a fracture if there is any doubt. You should certainly complain.