I want to Make a Formal Complaint about the District Nurses? Help?
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MentalMinnie
Posts: 814 Forumite
I need to make a formal complaint about the care my mum recieves from our area district nurses. She has an indwelling catheter, which keeps bypassing. On average she has to call the DN's once a fortnight to get it changed. She is still under the care of the Urologist at the hospital due to the on going problems.
The issue is that the nurses flatly REFUSE to use a female catheter, which is much shorter, instead they will put it a male catheter which is far too long, and she is left with absolutely loads of pipe work. I should point out that my mum always has a female catheter in the house. My mum has spoken to both her GP and her urologist, and they have both written to the district nurses telling them that they must use a female catheter. They STILL choose to ignore this, and have taken it upon themselves to order her a supply of male catheters to keep at the house. Their excuse it that as standard, they will fit a male catheter should they need to change one.
My mum found out that they'd ignored the doctors orders today, when she went to Asda to collect a prescription, and was given these standard catheters. I went to collect my dog from her's tonight and she was practically in tears.
So....Where do i start?!
I'm tempted to call the MS Society as well (she has MS) and see if i can get them on side?
I'm livid!!:mad:
The issue is that the nurses flatly REFUSE to use a female catheter, which is much shorter, instead they will put it a male catheter which is far too long, and she is left with absolutely loads of pipe work. I should point out that my mum always has a female catheter in the house. My mum has spoken to both her GP and her urologist, and they have both written to the district nurses telling them that they must use a female catheter. They STILL choose to ignore this, and have taken it upon themselves to order her a supply of male catheters to keep at the house. Their excuse it that as standard, they will fit a male catheter should they need to change one.
My mum found out that they'd ignored the doctors orders today, when she went to Asda to collect a prescription, and was given these standard catheters. I went to collect my dog from her's tonight and she was practically in tears.
So....Where do i start?!
I'm tempted to call the MS Society as well (she has MS) and see if i can get them on side?
I'm livid!!:mad:
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Comments
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I can understand your upset, what has happened shows a lack of respect for your mum's dignity. However, I would use a formal complaint as a last resort, because irrespective of the outcome, it will still be the same people visiting your mum.
Would it be possible to arrange a meeting between the GP, mum, and the district nursing team leader, try to resolve the issue less formally (and yourself, if that would help mum)? Then the GP can give a medical input as to why a female catheter should be used, as well as looking at the respect issue?0 -
In my area the district nurses are employed by the Primary Care Trust so complaints would go through the PCT's complaints procedure.
The NHS complaints procedure and details of how to get the contact details for your PCT can be found on the NHS website here:
http://www.nhs.uk/choiceinthenhs/rightsandpledges/complaints/pages/nhscomplaints.aspx
Keep her urologist and GP up to date with the problems she's having and keep a note of all conversations/correspondence so that you have evidence.
Hope your mum gets better care soon.0 -
are district nurses ABLE to make that decision? surely they have to follow the doctors instructions?
I would try an informal approach first hun - as another poster pointed out the same nurses would still be visiting your mum.
But it cannot help your mums problems if they are using a catheter for men ..............is it because the male catheter is easier for them to fit? I would get some advice from her specialist about this.
your poor mum - I would be seriously thinking about fitting a nanny cam for when the nurse next visits, and arrange to be there yourself with some questions.0 -
I would contact the District Team Leader as first port of call.
Her name & contact number should be in your Mum's care file.Try to be a rainbow in someone's cloud.0 -
Sorry to hear of your distress. But from what I know, it is now the standard for all catheters to be the same. From what I know they are in the NHS going for the same standard size and not the past female or male catheters lengths. It's what they have been giving to work with. The nurse should have explained it better.
Hope this helps0 -
Ask your mum to get a copy of the letters that her GP and urologist have written (and ask for copies to be sent to her of any further letters). She can then show these to any visiting nurse to demonstrate that it is a medical request and not just hers or yours - it is far harder for them to disregard.
Contact the team leader or manager and ask their procedure, and ideally a written copy of it, for the fitting of catheters. Ask for this before you explain the issues you are having if possible. Once you have this information you will be able to see if it is policy as the carers are saying or if they are indeed breaching their duty of care and explain the situation as calmly as you can. It is more easily resolved all around if you try to work together which I know is hard if they are doing things wrongly!!
If the issues are then not resolved satisfactorily they must provide you with details of how to make an official complaint.
Hopefully this is something that can be sorted quickly and satisfactorily.0 -
good_vibes wrote: »Sorry to hear of your distress. But from what I know, it is now the standard for all catheters to be the same. From what I know they are in the NHS going for the same standard size and not the past female or male catheters lengths. It's what they have been giving to work with. The nurse should have explained it better.
Hope this helps
I wonder if it would be possible for the OP's mum to buy them herself, if they could then fit them? I'm not sure of the technical side of it, having only been on the receiving end, and in no state to observe what was going on.
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Does your Mum have a MS nurse? Mine has always been very supportive. It might be worth contacting him/her, if so, and asking for their help with the situation.[0
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The district nurses should take their direction from the GP - so, make sure the GP has given clear direction in your mum's care plan.
Your mum should have a folder that the DNs consult and update each time they visit - ask for a case conference where you can meet the key professionals and then get the matter agreed and noted on the file.
Good luck.:hello:0 -
mynameistallulah wrote: »I wonder if it would be possible for the OP's mum to buy them herself, if they could then fit them? I'm not sure of the technical side of it, having only been on the receiving end, and in no state to observe what was going on.
Since the GP has said that a female catheter should be used, could he prescribe some for your mum to keep at her house which the district nurses could fit (more MSE than her buying them!)0
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