King’s Complaint Reference 3446
LG
LEWIS, Gayle (KING’S COLLEGE HOSPITAL NHS FOUNDATION TRUST)gaylelewis@nhs.net
To: You
Thu 18/04/2024 15:14
You replied on Wed 05/06/2024 07:48
You replied on Wed 05/06/2024 07:48
Dear Ms Myers,
My name is Gayle Lewis, and I am a Patient Complaint Officer at King’s College Hospital. My reason for contacting you is to introduce myself and to confirm we are taking the concerns you raised about your recent experience at King’s forward through the formal complaints process. The Trust aims to have investigated your concerns within 40 working days. Once our investigations are complete we will send you a formal response in a letter from one of our Executive team. If at any stage we find we need more time to complete our investigations we will contact you to inform you of this.
I have read your account of what happened and apologise that this led to you raising a complaint.
To aid our investigation into your concerns, I have listed key points that you have asked us to respond to.
· Complainant arrived to witness Mr Tomlinson falling out of bed, the nurse accompanying the complainant did not notice this
· Complainant decided to video events as wanted a record of the incidents that took place
· Complainant states that nursing staff were abusive towards her and not caring for her husband appropriately
· Security staff were called and ejected (roughly handling her, causing her fingernail to break) her from the building – she asked for her coat which was returned with money missing from the pocket.
· Was safeguarding in place for complainant’s husband
To ensure we understand the key points within your complaint that you would like answered and to ensure a thorough investigation takes place, I want to ensure that I have accurately presented your key concerns. It would also be helpful to understand the outcome you are seeking. Typical outcomes from raising a complaint would be:
• An official explanation in the form of a written response.
• An apology for a poor experience.
• Process improvements to help ensure a similar occurrence does not happen in the future.
• Potential retraining for staff, if identified through the course of the investigation.
I would be grateful if you could confirm this is a fair reflection of your concerns for our investigation. If this is not correct, or you have additional issues you would like us to investigate, then please contact me to confirm these points.
If you need communication support such as an interpreter or information in another language, audio, Braille, Easy Read or large print, please let me know. If there is anything you wish to discuss about your case, please either email or contact Olivia on 0203 299 4515.
With kind regards
Gayle Lewis
Gayle Lewis
Patient Complaints Officer
Patient Complaints
King’s College Hospital NHS Foundation Trust
Denmark Hill, London, SE5 9RS
Chat with me on Teams
Direct line: 020 3299 4501 | Switchboard 020 3299 9000 Ext 34501
Email: gaylelewis@nhs.net or kch-tr.patientcomplaints@nhs.net
This message may contain confidential information. If you are not the intended recipient please:
i) inform the sender that you have received the message in error before deleting it; and
ii) do not disclose, copy or distribute information in this e-mail or take any action in relation to its content (to do so is strictly prohibited and may be unlawful).
Thank you for your co-operation.
NHSmail is the secure email, collaboration and directory service available for all NHS staff in England. NHSmail is approved for exchanging patient data and other sensitive information with NHSmail and other accredited email services.
For more information and to find out how you can switch visit Joining NHSmail – NHSmail Support
Reply
Forward
Mervelee Advocacy 