Author: Charlotte Davies / Editor: Yasmin Sultan / Codes: SLO12 / Published: 23/11/2021
Thana has complained via PALS that she attended ED with non-specific symptoms, and a hair sample was not sent for analysis for thalium poisoning. She feels that staff were rude and her concerns were not taken seriously.
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1 Comments
Whilst I agree in principle with the Three R’s, it is important that ED does not reply for something that is not within the remit of ED. In this case (as in many complaints) there is an assumption that ED performs a particular task (hair-sampling) which it doesn’t and in the vignette, the patient has complained that they haven’t got their own way. In this case the staff attitude may need addressing (though a statement will need to be taken) but there should not be an apology or a suggestion that the clinical management was not appropriate.