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Shocking practice

Story from nhs.uk

"Shocking practice "

About: Horizon Healthcare

My 79 year elderly mum is under Horizon Health Care Derby. She has comorbidity with several sever conditions the most recent cancer of right breast. She is predominantly housebound but can just about manage short distances with her frame. She has nurses attending for blood works and warfarin. The GP demanded she makes a face to face even though the same GP had spoken to her on phone yesterday. This can only be done by phoning from 8.00 am. Even though I live away I take on these for her and get up weekly.

I called at 8.00 am and was constantly cut off, 37 times. But I had no choice but to prevail, I got through at 11.10 am to what I can only deem as a fairly hostile reception person who from her tone was was lacking in empathy and or care about her role for the people. Appointment given for today 19.3.24. I want them to know I’m putting this up.

My mum made her away in a taxi at her expense because it was demanded. Using her frame in and out, struggling and impacting on her comorbidity and emotional well being. I will not go into the appointment as I may be seeking representation due to possible poor care. As she was leaving the GP said to her we mustn’t let the nurses know or they will no longer attend and you will have to come here weekly. Now remember all I have said, this was after they demanded she attend even though she explained there was no family around to push her chair so she would struggle. My mum a proud woman who is polite, educated, ran her own business for many a year snapped back that if her care had been better served maybe the cancer would have been picked up earlier.

A shocking service. I myself find services across our country to be run by people like this and I am saddened by what was once a NHS to be proud of.

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Responses

Response from Horizon Healthcare last month
Horizon Healthcare

Submitted on 08/04/2024 at 14:38
Published on nhs.uk at 14:38

Thank you for bringing your mother's recent experience to our attention. We understand your concerns and apologise for any distress or inconvenience she may have faced during her interactions with Horizon Healthcare, this was not our intention.

We want to assure you that our primary goal is always to provide the best possible care for our patients, especially those with complex medical needs like your mother. While many consultations can be effectively conducted over the phone, there are instances where a face-to-face appointment is necessary to ensure a thorough assessment and appropriate care plan, such as for an abdominal examination.

We apologise for any difficulties encountered in gaining the appointment and the challenges faced in reaching our practice by phone. We are continuously working to improve our appointment scheduling processes and accessibility to ensure that all our patients receive timely and comprehensive care.

I can see that arrangements were made for your mother to prebook an appointment for the face to face appointment the following day, to allow her to organise support and transport for her visit. Additionally, we understand that an ultrasound was requested by the GP, which required your mother to attend the hospital. We appreciate her efforts in attending the appointment without issue.

We take your feedback seriously and will use it to improve our services and better meet the needs of our patients. If there are any further concerns or if you would like to discuss this matter in more detail, please do not hesitate to reach out to us directly so that we can fully investigate your concerns. https://www.horizonhealthcare.nhs.uk/navigator/feedback/

Again we apologise for any shortcomings in our service delivery. We are committed to working with you to address your concerns and ensure that your mother receives the high-quality care she deserves.

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