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STEPS Charity Worldwide

Registered Charity No 1094343. A Not for Profit Company Registration No 4379997

The STEPS National Office Help-Line is open Monday-Friday, 9.30am - 4.00pm (calls charged at national rate)

Address: STEPS, Wright House, Crouchley Lane, Lymm, Cheshire WA13 0AS

Helpline: +44 (0)1925 750271

Admin Telephone: +44 (0)1925 750273

Fax: +44 (0)1925 750 270

Email: info@steps-charity.org.uk

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Making a complaint to NHS

When your child has to undergo treatment in hospital you place enormous trust in health professionals. Most of the time, they provide the right advice, treatment and care to improve your child’s condition. However, sometimes things go wrong and you may feel strongly enough to make an official complaint about your experience.

Making a complaint can result in getting answers to your concerns but could also mean systems are implemented to prevent further complaints and improve services for other users. You can make a complaint on your child’s behalf, but if you are able to obtain their written consent this is recommended, following the Children’s Act 1989.  Making a complaint will not affect your child’s care and treatment.

Making a complaint can be a daunting and lengthy process. It can be distressing to think and talk about what has happened and the complaints procedure may seem confusing. Making a complaint to the NHS will not result in financial compensation – this is only possible through legal action.

If you want to find out more about making a complaint to the NHS please take a look at our frequently asked questions to explain the process.

If you feel that legal action is the most appropriate action please take a look at our section medical negligence explained.

Frequently Asked Questions

When should I complain?

 It is best to complain as soon as possible. Complaints should normally be made within 12 months of the date of the event you are complaining about, or as soon as the matter first came to your attention.    This can be extended if there are good reasons; however this is left up to the discretion of the individual healthcare provider.

 Where do I start?

  1. Ask your GP, hospital or trust for a copy of its complaint procedure, which will explain how to proceed. Your first step will normally be to raise the matter (in writing or by speaking to them) with the practitioner e.g. the doctor or consultant concerned, or with their organisation, which will have a complaints manager.
  2. In doctors and health centres the person to complain to is usually the Practice Manager.
  3. If you wish to complain about a hospital then you can contact that hospital’s Complaints Manager or the Chief Executive of the NHS Trust responsible for that hospital.This is called local resolution and most cases are resolved at this stage.
  4. If you are still unhappy, you can refer the matter to the Parliamentary and Health Service Ombudsman who is independent of the NHS government. Call 0345 015 4033

Be as clear and concise as possible in your complaint; set out exactly what you are complaining about, and how you would like the situation to be resolved.

Who can help?

Officers from the Patient Advisory Liaison Service (PALS) are available in all hospitals  www.pals.nhs.uk They offer confidential advice and support and can raise your concerns informally. Alternatively you can contact Independent Complaints Advocacy Service (ICAS), an independent service helping anyone who wishes to complain about NHS treatment www.carersfederation.co.uk You are also entitled to obtain a copy of your child’s medical records.

What do I do if you want to claim compensation?

If you feel your complaint has not been properly addressed or answered, you may believe you have grounds for medical (clinical) negligence.  You can then speak to a solicitor and we would strongly recommend you contact a solicitor such as Pannone  or Field Fisher Waterhouse  both of whom specialise in clinical negligence which is a complex field.  You may if you wish contact them earlier in the proceedings and they too will help you with the complaints process.

For more details on how to make a complaint and clinical negligence, please call our helpline 01925 750271.  You can also get details on a solicitor in your area specialising in clinical negligence from AVMA (“Action against Medical Accidents”) www.avma.org.uk

Medical negligence explained

Medical negligence, or clinical negligence, is a very important area which STEPS  know is one close to many of your hearts. It is a sensitive subject, as nobody wants to give false hope, it is often a lengthy process and it can be very hard to prove – negligence, for example, may be clear, but has the child suffered more because of it? It is a complex and specialised area and for this reason it is important if you are looking to pursue a claim that you choose a specialist, rather than the local firm down the road.  AVMA (‘Action Against Medical Accidents’ charity) www.avma.org.uk have a list of solicitors to choose from.

STEPS are very happy to work with two very experienced law firms in the area of clinical, or medical negligence:-

Both companies are professional, extremely helpful and are very happy to have an initial, free, no-obligation chat.

It can be very difficult to make the decision to pursue a claim, particularly if you have become very involved with those currently treating your child.  You may feel that they had the best of intentions but your child is still suffering as a result.  It is not, however, a case of the doctor or surgeon concerned being personally hounded; indeed it is often extremely far removed, and all handled by lawyers and the litigation arm of the NHS.  A further concern of many parents is that if they are pursuing a claim, their child’s treatment may suffer.  In fact the reverse is often true, and treatment is usually very attentive.

Nobody is a ‘winner’ in these cases, but what you are doing is taking action so that your child receives the money they are entitled to for treatments and surgery etc which may well be required through their life; you are therefore safeguarding financial help for your child when they get older and any complications may have set in.

If you feel, that this is something that you wish to consider, then please call us at STEPS on 01925 750271 for an initial chat. One thing that we would advise people if they are even thinking of making a claim is to keep notes of any treatments, diagnoses, or occurrences which would be pertinent; it is easy to forget all the small details some years down the line.

Case History

Featured below is a recent case which was settled on behalf of a child "R" by Pannone.    The case is not a typical DDH case, but we have decided to include this case study to highlight that despite a number of "Red Flags" and concerns raised by various health care professionals, R's DDH was not diagnosed until she was 3 years of age.    The injuries in R's case were severe and it should be noted that the high amount damages received in this matter reflected the severity of  R's injuries and the fact that she will require a large number of operations in the future, which in turn impacts of the amount of support she will need in the future.  Thankfully most other DDH cases do not end up with injuries as severe as R and consequently their settlement value is much lower

RH (By her Mother and Litigation Friend, JH) –v- (1) Central Manchester Primary Care Trust (2) Central Manchester & Manchester Children’s University Hospitals NHS Trust.

R was born at Wythenshawe Hospital in 1997.  At birth her hips were tested and no abnormality was found. R had other medical conditions and therefore was under the care of a Paediatric Endocrinologist at St Mary’s Hospital, a Paediatrician, her GP and a Health Visitor.

At 8 months of age, R was seen by a GP at the request of a Health Visitor who was concerned that she was not crawling. The GP checked both hips and noted that they were normal.

In February 1998, R was seen by a Community Child Health Specialist who was concerned that R had asymmetrical thigh creases and a restriction on abduction of 50 degrees.     The Community Child Health Specialist wrote to R’s Health Visitor detailing the same and he confirmed that he would write to R’s Paediatric Endocrinologist and her Community Paediatricians about his concerns regarding the tightness of R’s hips.

In April 1998, R was seen by the Community Paediatrician who did not examine her hips and made no reference to the earlier concerns raised by the Community Health Specialist. On 6 May 1998, R was seen by a Community Physiotherapist who also expressed concerns about R’s mobility and her asymmetrical thigh creases and she wrote again to the Community Paediatrician expressing her concerns. On 18 May 1999, the Community Paediatrician wrote to the Paediatric Endocrinologist asking him to arrange a hip x-ray. No hip x-ray was arranged. On 29 May 1998 R was seen by the Paediatric Endocrinologist and her hips were not examined and no x-rays were performed.

On 1 February 1999, the Physiotherapist wrote to the Community Paediatrician stating that since no action had been taken regarding R’s hips she had assumed all was ok. On the 2 February 1999, R was seen again by the Community Paediatrician.  No examination took place regarding R’s hips and there was no mention in the notes regarding the need for an x-ray or any follow up regarding the previous request for an x-ray.

Eventually, in December 1999, the Community Paediatrician saw R and noted her waddling gait and that her right leg was turning out.  She arranged x-rays.

In January 2000, x-rays showed a severe bilateral congenital dislocation of hips to such a severity that both of R’s femurs had migrated and were articulating with the under side of her ileum.

Despite the numerous red flags that had been raised by the various Clinicians/Practitioners caring for R, her congenital hip dysplasia was not diagnosed until she was 3 years old. 

It can be noted that the medical staff failed to arrange x-rays, despite concerns about her condition expressed by the Health Visitor, Community Child Health Specialist and Physiotherapist.

R underwent open reduction surgery to both hips.

The claim was investigated and the medical experts agreed that R’s condition should have been diagnosed when she was approximately 13 months of age. The experts agreed that she would not have avoided her open reduction surgery but she would have had a satisfactory outcome until she was aged 55 when she would require bilateral hip replacement.

As a result of the negligence her condition was much worse and the treatment was much more extensive. The medical experts concluded that R will need a right hip replacement when she is 25 years old and revision surgery at approximately 35 years old. When she is 45 years old, R will need a right girdlestones arthroplasty (removing the components of the joint replacement) after which she will be a permanent wheelchair user. She will also require a left hip replacement when she is approximately 40 years of age and revisions thereafter.

R was awarded £1.8 million in damages. £115,000 was in respect of R’s injury, in terms of her pain, suffering and loss of amenity due to the delay in diagnosing her congenital hip dysplasia to reflect her past pain and suffering and her future pain and suffering, particularly in view of the number of surgical procedures she will need to undergo. The remainder was in respect of her past care and assistance, future care and assistance, any aids and equipment R will require in order to maximise her independent living skills, any occupation therapy, physiotherapy, cost of future surgery, future transport costs and future accommodation costs.

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Welcome to STEPS. We are a small national charity supporting children and adults affected by a lower limb condition such as clubfoot or a hip condition. Our website is a great source of information but if you would like to talk to someone please call our helpline on 01925 750271 or email info@steps-charity.org.uk.

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Address: STEPS, Wright House, Crouchley Lane, Lymm, Cheshire WA13 0AS