Campaigner aims to spark debate on hospital standards

Tuesday 13 June 2017

A local tech worker is campaigning for more public debate surrounding hospital treatment following what he describes as his mother’s “heartbreaking” ordeal.

Brendan Myles, who is in his 20s, is calling on the hospital to open a public forum in which islanders can share their comments, concerns and experiences – both good and bad – of the Jersey General Hospital after he alleges his mother’s bowel condition was mistreated by staff.

He says his mother, Karen (56), had gone to hospital with stomach pains, which sometimes left her “struggling to walk” and was given medication. Later speaking to her GP, she was apparently told to go to Accident and Emergency immediately. However, on one occasion when the pain was so extreme it left her “in tears”, she was allegedly told that she should not have gone to the hospital, and upon stating that it had been the recommendation of her GP, she was apparently told, ”I think you’re trying to pick an argument.”

“It is heartbreaking and just constant grief seeing your mum upset and in pain getting turned away from A&E… It’s the one place we go when we’re scared and need help, we’re meant to trust these people,” her son told Express.

In a letter to the Health Minister, Senator Andrew Green, Mr Myles stated: “What I will not accept as OK is the consultant who works there telling her one thing and the person at A&E telling her another. Someone is wrong. Someone is responsible for making a 56-year woman in pain and distress feel upset, stupid and apprehensive about seeking medical help when she is next in pain.  It is disgraceful and i want something done.

“I don’t want disciplinary action, I just want someone to take a bit of time and actually look at what is wrong with my mother.”

Figures obtained by Express under the Freedom of Information Law showed that the level of hospital complaints registered had remained static in recent years,  standing at 155 in 2016 compared to 149 in 2011. 

Of last year’s complaints, the majority (28) related to A&E, with dental, surgical and gynaecological, jointly second with 11 each.

Pictured: Nearly one fifth of complaints about the Jersey General Hospital in 2016 pertained to the Accident and Emergency department.

Hospital Managing Director Helen O’Shea commented that the hospital “encourage and welcome feedback” from patients and that complaints “are taken seriously.”

“There are approaching 250,000 interactions between patients and the General Hospital annually, so the most recent full-year figure for total complaints of 155 represents around 0.06% of the total. There is a similar figure for the Emergency Department, which saw 28 complaints in 2016 – this number is broadly in line with recent years and represents 0.07% of the approximately 38,000 patients who attended ED across the year.

“The most recent full-year figures across all areas of the Hospital – 155 for both 2015 and 2016 – represent a fall of around a quarter from the number received each year from 2012 to 2014.

“It is common for patients to be dealing with our staff at a time when they are facing stressful situations, fast-changing circumstances or when bad news is being delivered to them. This makes the context of healthcare unique and must be borne in mind when considering the number of complaints received, and the issues raised. We take attitude and behaviour complaints particularly seriously and always discuss them with the relevant staff or teams; we have initiated additional training for some teams and complaints are also discussed at staff appraisals.”

Pictured: Jersey General Hospital Managing Director Helen O'Shea. (Source: Future Hospital/Vimeo)

Nonetheless, Mr Myles now wants to start public consultation – perhaps on social media – for others to share their experiences and highlight when things go wrong:

“I honestly believe it won’t be until we have serious pressure from the public that things will change. People need to be held accountable for a below standard service. In such a small rich island it’s astounding to believe that our health service is so appalling.

“I hope the public to come forward with their experiences because we need accountability. We need a health care system that actually cares for its patients…But this is a very serious matter and its people’s health and lives that are being affected and so far the management I have dealt with do not reflect this.”

Mrs O’Shea responded: “If an individual wishes to start a social media group to comment on services, they are of course welcome to do that, but HSSD can only answer comments which are addressed directly to them, and we would not be able to answer comments in a privately set up group, as we do not comment on cases publicly. Health and Social Services already receive both positive and negative feedback by social media, and are pleased to do so. However, if someone requires a direct response to their feedback, they must contact the Department.”