I want to Make a Formal Complaint about the District Nurses? Help?

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?

Comments

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?

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.

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.