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"My daughter who has MND"

About: North Down Community Services / GP Out of Hours Northern Ireland Ambulance Service / Emergency ambulance response The Ulster Hospital / Emergency Department

(as a parent/guardian),

My daughter had her RIG (Radiologically Inserted Percutaneous Gastrostomy) tube changed in mid April 2023 at home - it did not go well - the next day the carers reported to me she had an infection in the RIG area.  

By the evening of the same day my daughter was very unwell so I called the out of hours doctor who in turn requested a paramedic to call.  They immediately diagnosed Sepsis.  They phoned the doctor back who in turn phoned for an ambulance.  This was late in the evening and the ambulance arrived on the next morning 12 hours later, by which time my daughter was too ill to be moved from A&E onto a ward.  In the very early hours of the next morning, we were called to the hospital as she was unresponsive - many hours later she came round.

Not our first mistreatment by any means as last year she fractured her ankle when her wheelchair went out of control.  I phoned for an ambulance in the afternoon it arrived at 7 and a half hours later that night. We sat in the ambulance all night outside the Ulster Hospital for around 10 hours - no pain relief offered and the fact that she had Motor Neurone Disease and was unable to move.  An absolute disgrace in both occasions.

Transport

Transport


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Responses

Response from Neil Gillan, Co-Production & Partnership Lead, Quality, Safety & Improvement, Northern Ireland Ambulance Service 11 months ago
Neil Gillan
Co-Production & Partnership Lead, Quality, Safety & Improvement,
Northern Ireland Ambulance Service
Submitted on 16/05/2023 at 17:30
Published on Care Opinion at 17:30


picture of Neil Gillan

Good afternoon Elin234

I would like to begin by thanking you for taking the time to share your valued feedback. I am truly sorry to learn about the delays and the impact these had on your daughter. I wish to reassure you that we are working closely with the Department of Health and the Strategic Planning and Performance Group to increase our available resources. We are also working with the local EDs to try to ensure that our patients can be handed over to hospital clinical teams as quickly as possible so that ambulances are able to respond to further emergencies. I hope your daughter is recuperating and once again please accept my apologies on behalf of NIAS. If you would like a member of our Service User Feedback team to get in touch to progress your concerns further, please email me your contact details at neil.gillan@nias.hscni.net or alternatively they can be contacted at complaints@nias.hscni.net or on 02890 400999.

Best wishes

Neil

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Response from Jennifer Nicholson, Lead Nurse - Emergency Care, Emergency Medicine - A&E, South Eastern Health and Social Care Trust 11 months ago
Jennifer Nicholson
Lead Nurse - Emergency Care, Emergency Medicine - A&E,
South Eastern Health and Social Care Trust
Submitted on 17/05/2023 at 14:43
Published on Care Opinion at 14:43


Hi Elin234

Thank you for telling your story and that of your daughter. I agree, it is not acceptable to keep patients waiting in ambulances and it is something we are constantly working with both the Ambulance Serice and the Trust management teams to help maintain flow from ED to allow ambulaces to off load as quickly as possible.

We have also worked closely with the Ambulace Service and have met with them frequently to ensure all waiting patients that require pain relief are highlighted to the nursing or medical team so it can be follow up if the paramedic or ambulance personal are unable to provide adequate pain relief.

I do hope your daughter is improving and doing well.

Kind regards

Jenny

Lead Nurse Emergency Care

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Response from Sharon Thompson, Unscheduled Care Manager, South Eastern Health and Social Care Trust 11 months ago
Sharon Thompson
Unscheduled Care Manager,
South Eastern Health and Social Care Trust
Submitted on 18/05/2023 at 16:50
Published on Care Opinion at 16:58


Good afternoon Elin234,

Thank you for taking the time to share your valued feedback regarding GP Out of Hours and that your experience when using our service was positive.

I do hope that your daughter is recuperating well.

Kind regards

Sharon

Unscheduled Care Manager, GP Out of Hours

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