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Survey suggests care problems persist at Mid Staffs


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 responsesNumbers of patients
Lack of dignity and respect26
Nurses unresponsive to immediate needs22
Rude members of staff17
Long waiting times / cancellations15
Lack of hygiene or cleanliness15
Lack of or contradictory information13
Nurses seemed understaffed12
Poor coordination / lost tests or notes12
Serious misdiagnosis or late diagnosis8
Under qualified staff6


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Readers' comments (6)

  • "Nurses unresponsive to immediate needs"

    What the f*ck does that mean? Did nurses ignore patients who were clearly choking, or were they so busy dealing with a cardiac arrest that someone got cold tea? Why are 'nurses' the only identified profession/ job here?

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  • 142 responses covering a period from 1997- 2013 ?

    I would suggest that such a small response is not capable of being analysed in any meaningful or statistically valid manner.

    Another attempt by "management" to deflect "managerial" failings onto nurses ?

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  • the tragedy is the patients unable to speak out for themselves and have no one to do it for them.

    the attitude in the two comments above is a disgrace and reflects what is wrong with the NHS. it may not be only nurses but it includes nurses and everybody working in the NHS must take their responsibility otherwise they have no place working in there or in any healthcare organisation.

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  • Anonymous | 19-Jul-2013 7:15 am

    Your comment is typical of the ignorance and stupidity involved in knee jerk, poor research!! Did you look at the the figures closely using a critically analytical approach? Obviously not.

    If you want the 'lot' of the patients in the NHS to improve, then get busy actually getting your facts straight. People like you are exactly the reason why the NHS is in its current state and why patients suffer. You wouldn't know proper research and analysis if it fell on your head. Too busy being offended to do or say anything useful. Your comment is disgraceful and people like you have no place in nursing or a healthcare setting. Take responsibility for your own learning and wise up.

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  • £6m spent on the Francis Report.

    Imagine that £6m spent on the correct staffing levels throughout the NHS.

    If the government would invest in the NHS rather than demand unsustainable budget cuts that undermine the whole of the NHS and leave it vulnerable to what happened at Stafford and is apparently in 14 other hospital trusts.

    We can all do the maths on this one.

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  • I concur with the first couple of comments. This appears to have been a small subjective study the power of which could be debated. 25% of responses were in the period up to 2009. 69% of responders reported a positive experience yet his statistic (which also lacks credibility) was not the headline introducing the article.

    "Nurses unresponsive to immediate needs" is a statement of nonsense. Anonymous | 19-Jul-2013 1:28 am makes a good point. Specifically, what does that mean? Are these genuine complaints?

    This is just a survey, and not a terribly well conducted one. It doesn't do anything to further the wellbeing of patients and staff at Mid Staffs. But it makes a good headline and excuse to nurse bash.

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