The complaint

So I have done it. 

This morning I re read the email I typed on Monday regarding my treatment on Friday night and bit the bullet and pressed send.

I was a bit apprehensive. I had felt really positive about complaining when I was in hospital following the visit from both the sister from SAU and the surgical matron. But I wanted to make sure that the email had the correct tone. 

I re read it several times and felt that it conveyed the right amount of objectiveness and emotion. I hoped I had set the facts out clearly and concisely, I have been known to waffle!! 

I had tried to keep emotion out of it. I have dealt with enough complaints in my time to know that emotion does not help you when complaining, facts do.

So, I took a deep breath and pressed send.

Nothing happened, I wasn't struck down by fire & brimstone! I was able to go about my normal daily activities.

At lunch time I got a phone call from PALS at East Surrey confirming receipt of the email and to let me know there were two ways that my complaint could be handled. 

It boils down to whether I wanted a response in writing or not. 

I had already decided I wanted to make it a formal complaint, whatever that entailed. 

It turns out that that makes at a complaints matter rather than a PALS matter. The reason I want a response in writing is because, although the NHS say both are treated and investigated the same, I think there is a greater level of accountability with a written response.

So now it is in th system, and is being investigated. I will keep you posted on the outcome.