Running Head: COMPLAINT RESOLUTION LETTER

COMPLAINT RESOLUTION LETTER (1000words )

COMPLAINT RESOLUTION LETTER 2

To,
Mr Manoj Shrestha,
26th February 2020

Dear Mr Shrestha,

Thank you for your feedback regarding the care of your one-month-old child. I am sorry to
hear about your disappointment about the care of your baby during the hospital stay. Our
nursing staff did not meet your expectations and was upsetting for you. Please understand
that we are committed to providing high slandered quality care, and all feedback is valuable
for us.
Sir,
I understand that your child was brought to the hospital on 15 th February due to breathing
issues. Our emergency department team quickly attended to the child within five minutes,
and oxygen was commenced. An intravenous line was placed on his hand, and the child did
improve immediately. After 24hrs of treatment, the child had improved significantly, as you
mentioned in the letter. On day three, all intravenous medications were stopped, and the
child did become more active. A few hours later, the child became very unwell, developed
fever, and noticed that his arm was red around the intravenous line site. The nursing staff
did his blood investigations, and the treating doctor did explain to you that the child has
developed septicaemia from the IV line on his arm, following which the child was
transferred to the children's hospital for better management.

This unexpected complication must have been a harrowing experience for both you and
your family. I am sorry that you had to go through all of this, and I understand that it must
have been challenging to deal with this both physically and psychologically. It has come to
my notice that the service provided to your 1-month-old child has not met the quality
standards as stated. We are incredibly sorry to hear about your negative experience in our
organisation for disrespecting the integrity standards. We would never want our patients or
the family of our patients to feel ignored or disappointed during their hospital stay. We
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understand that your time is precious, and the time wasted in our organisation by getting
inefficient service from our staff members will be highly compensated.

The hospital management has undertaken a detailed investigation of the complaint you
have raised, which involved a review of your child's medical records and interviews of all the
staff involved in your child's care. All of it was also discussed with your child's primary
doctor, nurse manager, director of nursing and the clinical risk and quality manager as well
as the medical director. The team reflected on it and understood where we might have been
deficient in our service and how the care we provided could be improved.

It is with great concern and regrets that we inform you that after all the discussion and
interviews with nursing staffs, we have concluded that in an emergency, when the staff put
an IV line into your child's hand, they may not have followed all the steps of proper aseptic
precautions. We also understand that the nursing staff who administered medication
through the child's IV Line may not have cleaned the iv set's hub adequately. Some of the
nursing staff have also failed to adhere to proper hand hygiene. All of these could be the
reason for this septicaemia. Some of the child's medications could also irritate the vein that
might cause redness around the site. (Thrombophlebitis). According to our policy, the
peripheral intravenous cannula should be replaced every 72 hours, which in this situation
was not done by the care team. The delegated nursing staff who looked after your child has
not adequately monitored and documented the child's IV line site, which must be checked
after every shift and before and after administering medication. Although the transparent
sterile dressing was available in the unit, the nursing staff used non-transparent dressing,
not standard or appropriate practice. The nursing staff claimed that this was due to the child
moving his arm a lot, and so to prevent the dressing from falling off, she used non-sterile
dressing.
Furthermore, the infection control team has realised that some nurses have failed to comply
with proper hand hygiene. Non-adherence to hand hygiene could be a lack of knowledge or
a lack of time due to workload. Our hospital uses the Visual Infusion Phlebitis score chart,
and our nursing staff did not follow this protocol, and they have not documented post-
removal observation.
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Our quality and safety team conducted a survey/ auditing regarding this incident.
Registered health care professionals must ensure that their skills are up-to-date and are
based on current hospital policy. We are organising education sessions regarding selecting
an intravenous cannulation site and are also going to reinforce an aseptic non-touch
technique when giving intravenous medications. In the child's ward, every drug must be
double-checked before administration. We will ensure both nurses observe the baby's
cannula site before administrating medication, and both must check the cannula post-
administration.
Nursing staff must review the intravenous cannula site each shift before and after giving
medication, and they must document in the visual infusion phlebitis chart.
All Peripheral intravenous cannula access port must be cleansed with 2% chlorhexidine
gluconate in 70% isopropyl alcohol before administering drugs. The port should then be
allowed to dry before administering drugs and clean the access site for 15 seconds.
We will also make sure all the staff are familiar with hospital policy, especially intravenous
cannula insertion—administration of iv medication five moments of hand hygiene. The team
will be given written warning notice for the inappropriate care provided to your child during
the hospital stay. The written notice will be issued within two days on an urgent basis as a
form of our hospital's disciplinary policy.
To eliminate such inconveniences as you faced, the child care service unit will be handled
with much quality as per NMBA standards. All the documentation of reception to the care
unit will be reported to the registered nurse and the unit manager in the paediatric unit. The
quality training as provided to the registered nurses and the enrolled nurses will be
responsible for monitoring the condition of the patient. If any discrepancy is found, we will
take severe action from our hospital.

Our top management will fund all the special arrangements in the hospital for your son's
speedy recovery. Any form of financial support will be taken care of by us, and high-quality
provisions will be made. We can also offer pastoral care to support you at this difficult time.
Social worker service is also available for you if needed.
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We request you to give us ten working days to facilitate the infection control unit with the
quality and risk team and other higher management to take your child's case. We need to
arrange an emergency meeting for your child's case. It would be helpful if you cooperate
with us and let us compensate you for your loss.

We assure you that any form of indiscipline will be officially handled and punished as per
the ethical codes of conduct in our hospital. The need for emergency care will be
undertaken by us, and the infection 'septicaemia' caused to your child due to our improper
nursing staff will be compensated for your child. We are also organising some new policy in
the paediatric department to avoid similar issues in the future.
I hope we have been able to fully address all your concerns. If you have any questions
arising from the above, then please do not hesitate to contact me.
Once again, I apologise for your prolonged stay and recovery. I hope your baby is well on the
way to feeling better now. If you are happy, we can organise a meeting with you and the
hospital team.

Yours Sincerely
Complaint manager
Wellbeing Hospital
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Bibliography
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https://www.anmac.org.au/
Nursing and Midwifery Board of Australia. (, 2017). Nursing and Midwifery Board of
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https://ww2.health.wa.gov.au/Articles/N_R/Nursing-and-Midwifery-resources