Most patients at Mid Staffordshire Foundation Trust now report receiving good treatment, but some are continuing to receive substandard care more than four years after widespread failures first emerged there.
A patient experience survey included complaints that patients were being left to lie in their own urine, a failure to receive pain relief and rude staff.
Local health watchdog Engaging Communities Staffordshire received 142 responses from the public covering care received between 1997 and 2013.
While the majority of comments about care were positive, a significant number of poor experiences were also reported as taking place since 2011 – in spite of extensive efforts to improve patient care.
A total of 25% said they had an overall negative experience, 6% said their experience was mixed and 69% positive. Just under half of the complaints, 47%, related to incidents since 2011.
The survey report noted the “massive divergence” in the experiences of care reported, ranging from “completely appalling instances of care to outstandingly positive experiences”. “The themes of the positive comments of care tended to be the complete opposite of the negative comments,” it said.
Julie Hendry, the trust’s director of quality and patient experience, said it was making efforts to contact patients who had recent negative experiences.
She added: “We are obviously disappointed but this report is at odds with all the feedback we are getting, so we need to understand it and certainly we aren’t dismissing it.”
Biggest areas for complaint highlighted by ECS survey report:
|Theme of responses||Numbers of patients|
|Lack of dignity and respect||26|
|Nurses unresponsive to immediate needs||22|
|Rude members of staff||17|
|Long waiting times / cancellations||15|
|Lack of hygiene or cleanliness||15|
|Lack of or contradictory information||13|
|Nurses seemed understaffed||12|
|Poor coordination / lost tests or notes||12|
|Serious misdiagnosis or late diagnosis||8|
|Under qualified staff||6|
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