UHG sees huge hike in casualty complaints

Official complaints made about the Emergency Department of University Hospital Galway (UHG) have more than doubled in a year, new figures reveal.

The ED at UHG is consistently cited as one of the worst in the country and figures released to this newspaper under the Freedom of Information (FOI) Act confirm it is attracting more and more complaints.

The vast majority of the complaints received by Saolta University Health Care Group are from patients and their families but in some instances staff of ED have also formally complained, the records show.

The West’s largest and busiest ED, described by An Taoiseach Enda Kenny, as ‘not fit for purpose’, had 77 complaints lodged against it last year.

The previous year just 34 complaints were lodged, the FOI figures confirm.

This means that the total number of complaints about the Emergency Department have increased by 175% in twelve months.

Saolta refused to release details and written copies of the complaints with names redacted. The letters of complaint were held by the hospital, “on the understanding that they would be treated as confidential,” the group said.

However, Saolta did release broad categories for which the complaints were being made.

In many instances, those complaining made complaints about several aspects of their experience in the Emergency Department, and not just single issues.

The records show that there were complaints about safe and effective treatment and care and diagnosis, and continuity of care. There were many complaints about privacy, access accessibility and resources “improving health” and dignity and respect.

There were also many complaints about accountability, finance and disputes over the bill for visiting ED.

Another complaint related to “catering”, one had to do with “hygiene” and “infection control policies”; while another related to “hospital room facilities”.

A couple of complaints were made in relation to “overcrowding” in the ED.

One complainant’s complaint related to “cultural beliefs and values”.

Others related to “failure to diagnose” while there was one complaint that related to “alleged inappropriate behaviour” and “inappropriate comments from staff member”.

One staff complaint related to “bed management” and another staff complaint related to “human resources, staff availability and overcrowding”.

Complaints can be made to the Complaints Officer, Galway University Hospitals, Newcastle Road, Galway.