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Why is it so hard to resolve concerns on the spot?

Question from Care Opinion

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picture of James Munro

This blog post is from a hospital staff nurse, who wishes to stay anonymous. 

I would like to share my thoughts on the reality of day to day complaints heard at the bedside.

Yet another family unhappy with the care received in the ward, yet again the apologetic "we don't want to make a fuss" or "we don't want to be ungrateful".

I sit down with them, I listen, I apologise for others and suggest they talk to PALS. And after all that, I'm left feeling it is not enough. My words are carefully chosen and ultimately sound like an attempt to diffuse the anger, to stop conflict.

I know deep inside that they won't go back to speak to someone else, they are already speaking to me, as they already have to the nurses on the previous shift, the doctors, the palliative care team. I know for certain that at least 10 members of staff know about the complaint.

But still, I have no hope that the issue is going to be addressed in a way that will lead to changes or comfort for this family. Their relative will die soon and the distress caused will be part of the experience forever.

We are ultimately part of people's memories

This is what we do: we are ultimately part of people's memories. With or without our names attached to them.

Here is what I really think should happen. The staff involved should be informed of the patient/relatives' feelings/perception/complaint and supported to make changes to their practice. Then they should tell the family what's been done, and offer an apology from those that have caused distress. It should be easy enough to act on the concerns there and then.

So why not me? Why did I not pick up the phone and speak to the matron in that ward? Why is that hard? What is stopping me? Maybe the fact that I am a Band 5 staff nurse. Is there an issue with hierarchy?

Why is it so difficult? It is just a phone call, just a conversation. Maybe it is a matter of courage after all.

I will speak to the senior staff on my ward. I will try to find out what was done about this. And for my own personal development, I wanted to share this with you too. Thanks for reading.

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Response from norights on

I think the reason why the NHS cannot resolve problems on the spot, is that there is too many bureaucrats in charge, and too many procedures to follow when someone wants makes a complaint. Usually complaints arise when the patient hasn't been given enough information or is a simple misunderstanding.

Most patients wants changes there and then like in the good old days of the NHS.  We all assume that if you complain to the nurses they will tell the managers, but they never do, so nothing gets done. Even if they told managers, would the managers take a pro active approach to the situation? No, as the NHS does not want a potential lawsuit on their hands, which maybe the case if they admit any wrongdoing. Personally I would prefer a meeting with someone in charge, as soon as possible, to ascertain why I was treated the way I was.

I personally have submitted complaints and I cant express enough how distressing it is.  It takes a toll on your emotional, mental and physical health and for what?  to be told that there is not enough written evidence to verify the complaint. 

I hope this is OK to post.  I hope I dont upset people with this statement but it seems that we all know what the problems are but all our hands, doctors, nurses and patients, are tied by red tape. 


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