Over 400 complain to trust bosses

Wigan Infirmary
Wigan Infirmary

NEW figures have revealed that there were more than 400 complaints made about Wigan’s hospitals trust in the past 18 months.

Figures released for the first time by the the Parliamentary and Health Service Ombudsman reveal that between April 1, 2013, and September 30, 2014, Wrightington Wigan Leigh NHS Foundation Trust (WWL) received 405 complaints - 54 of which were escalated to the Government’s national complaints body.

However, only six of the complaints that were investigated by the Ombudsman were upheld. The majority of complaints were due to poor communication, errors in diagnosis - including delays in diagnosis, misdiagnosis and failure to diagnose - and poor treatment.

A spokesman for WWL said: “We have a robust complaints procedure which welcomes comments about the service we offer to our patients so that we can continue to further improve the care we provide.

“All complaints are investigated thoroughly and a response is sent to the complainant from the trust chief executive.

“We offer face to face meetings with our patients to discuss and attempt to resolve their concerns.

“We acknowledge and respect the choice of the complainant to refer their complaint to the Parliamentary and Health Service Ombudsman (PHSO) which provides the trust, if appropriate, with a further opportunity to review our processes and make additional improvements.

“Following receipt of the PHSO reports their recommendations are shared, acted upon monitored by the Trust to ensure that lessons are learned.

“WWL listens to all comments and concerns expressed by patients or their relatives. We aim to be as open and transparent as possible.”

Nationally the Ombudsman received 12,353 inquiries from complainants about hospital trusts over the 18 month period covered in the report.

Over these 18 months we accepted 2,497 complaints about acute trusts for investigation.