Derek Richford talks to Rob Behrens about the loss of his newborn grandson, Harry, at East Kent Hospitals University Trust. He explains how his sheer persistence uncovered the truth of what went wrong and eventually led to a criminal investigation at the Trust. He also tells us what organisations involved in the complaint process can learn from his family's tragic experience.
The Ombudsman transparently and thoughtfully reflects on improvements needed in the Ombudsman’s service. Derek reflects on the improvements he is looking for from other organisations and the healthcare system.
Messages and themes include:
- not listening to the concerns of the mother and failings during labour and birth
- patients having to join the dots to get information and investigations
- confusing system and organisational responsibilities for responding to complaints
- is the system is learning and taking action to prevent future avoidable harm?