More than 800 patients complain about Chesterfield Royal Hospital, shock figures show

Chesterfield Royal Hospital.
Chesterfield Royal Hospital.

Chesterfield Royal received more patient complaints than hospitals in Nottingham and Derby over the last year, shock Government figures show.

Data from the Health and Social Care Information Centre reveals Chesterfield Royal Hospital NHS Foundation Trust received 805 complaints during 2013/14.

In the same period, the trust which runs the City Hospital and Queen’s Medical Centre in Nottingham attracted 693 complaints.

And the trust in charge of the Royal and London Road Community hospitals in Derby received 681 written grievances.

Chiefs at Chesterfield Royal – which treats 260,000 outpatients a year compared to 853,000 at Nottingham University Hospitals NHS Trust and 644,000 at Derby Hospitals NHS Foundation Trust – have hit back.

Lynn Andrews, Chesterfield Royal Hospital’s director of nursing and patient care, said: “We take the issue of complaints very seriously and actively seek our patients’ views to continuously improve the services we provide.

“Consequently, we have a highly visible and transparent complaints procedure.

“This includes information on how to make a complaint throughout the organisation and a proactive front of house presence.

“We respect and encourage such feedback and use information gained from investigating complaints to further improve our service and the patient experience.

“As such we have seen a four per cent increase in complaints, comparable to the national picture of 4.6 per cent.

“Our complaints cover a wide range of subjects outside of patient care including car parking, signage, visitor facilities and waiting times.

“The subject of complaints mirrors the national picture with all aspects of care, communication and appointment cancellation or delays being the top three.

“The trust has been working hard on addressing communication and staff attitude and recent patient feedback exercises suggest we are heading in the right direction,” she added.

The Derbyshire Times asked Chesterfield Royal why their complaints were so high compared to Nottingham and Derby – but chiefs refused to answer the question.