the ward’s drug trolley only had small doses administered with only one injection in the pre-prepared syringes. The person required. If it can, take action to arrange complained to the nurse administering the this; if this is not possible, explain to the injection. person why not. The complaint relates to being in a mixed the person for bringing this matter to male/female ward. your attention, acknowledge their discomfort The person is unhappy at being in a mixed and apologise for the impact this has had on sex ward and wants moved to a single sex them. ward. Explain the basis for mixed sex wards and ask what you can do to resolve the issue satisfactorily. Where possible consider if the person can be located in a room, or be moved to a single sex ward. The complaint relates to attitude. Thank the person for bringing the complaint It is alleged that when to explain why to your attention. Apologise, recognising surgery had been delayed, the nurse was that they feel the nurse did not respond rude, insensitive to the person’s needs and appropriately to the enquiry. Make sure that did not explain the reason for the delay. you provide a full response to the person's request for information about the surgery and any reasons for delay. Explain that you will record the complaint and ensure that staff are made aware of the need to respond fully and appropriately to all enquiries. Discuss the complaint with appropriate to understand the issue from their perspective. If and where appropriate, provide support to staff to respond appropriately to enquiries. The complaint relates to communication Thank the person for bringing the complaint with the person. to your attention. Advise that the use of The letter sent by the Board to explain the jargon in letters is inappropriate and should next course of treatment used jargon that not be used. Tell the person that you will the person did not understand and said that bring this matter to the attention of the details of the next appointment were appropriate unit, who will contact her enclosed, when in fact they were not. urgently to provide details of the next appointment. Tell them that you are sorry
the ward’s drug trolley only had small doses in the pre-prepared syringes. The person complained to the nurse administering the injection. administered with only one injection required. If it can, take action to arrange this; if this is not possible, explain to the person why not. The complaint relates to being in a mixed male/female ward. The person is unhappy at being in a mixed sex ward and wants moved to a single sex ward. the person for bringing this matter to your attention, acknowledge their discomfort and apologise for the impact this has had on them. Explain the basis for mixed sex wards and ask what you can do to resolve the issue satisfactorily. Where possible consider if the person can be located in a room, or be moved to a single sex ward. The complaint relates to attitude. It is alleged that when to explain why surgery had been delayed, the nurse was rude, insensitive to the person’s needs and did not explain the reason for the delay. Thank the person for bringing the complaint to your attention. Apologise, recognising that they feel the nurse did not respond appropriately to the enquiry. Make sure that you provide a full response to the person's request for information about the surgery and any reasons for delay. Explain that you will record the complaint and ensure that staff are made aware of the need to respond fully and appropriately to all enquiries. Discuss the complaint with appropriate to understand the issue from their perspective. If and where appropriate, provide support to staff to respond appropriately to enquiries. The complaint relates to communication with the person. The letter sent by the Board to explain the next course of treatment used jargon that the person did not understand and said that details of the next appointment were enclosed, when in fact they were not. Thank the person for bringing the complaint to your attention. Advise that the use of jargon in letters is inappropriate and should not be used. Tell the person that you will bring this matter to the attention of the appropriate unit, who will contact her urgently to provide details of the next appointment. Tell them that you are sorry