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Care review

Posted By ospreyzp95

"Care review"

About: East Kilbride Locality Support Service / Care at Home ICST (Community Nursing, Physiotherapy, Occupational Therapy) / ICST (Community Nursing, Physiotherapy, Occupational Therapy) East Kilbride

(as a relative),

My terminally ill mum was cared for by south Lanarkshire NHS carers. They all went above and beyond with caring for my mum and supporting all the family, and all the District nurses were so supportive.

Unfortunately we had a complaint about one of the carers - they were rude and dismissive of any of our concerns, making us feel very uncomfortable . They refused to bring a commode that had been arranged by a carer and told us they would be assessing my mum's needs .When I asked when the commode would be delivered, they told me it wasn’t as they had stopped it and I could buy one if I wanted it.

During the visit, this carer told other carer to leave and then they didn’t carry out any personal care for my mum after the other carer left. Their manner was verging on bullying .

I am sorry that I have had to complain, but feel it’s important that no other patient or family should be treated like this, especially in such a vulnerable time. 

All other physios, OTs and all doctors and nurses were excellent in dealing with my mum 

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Responses

Response from Ann Hughes, Team Leader, ICST & Treatment Room, South Lanarkshire University Health and Social Care Partnership yesterday
Ann Hughes
Team Leader, ICST & Treatment Room,
South Lanarkshire University Health and Social Care Partnership

Submitted on 16/05/2025 at 10:34
Published on Care Opinion at 10:34

Dear ospreyzp95

Thankyou for taking the time to provide feedback. I am delighted to hear about the care and attention that the health care team provided to your mum.

However, I am sorry to hear that you have been upset by one of our staff, during this very difficult time. I would really like to discuss this further with you, as this is not the experience of care that we want for patients and families.

I would be grateful if you could contact myself on 03003030107, at a time convenient to yourself.

I look forward to hearing from you.

Best Wishes

Ann

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Response from Nadia Ait-Hocine, Locality Manager, South Lanarkshire University Health and Social Care Partnership yesterday
Nadia Ait-Hocine
Locality Manager,
South Lanarkshire University Health and Social Care Partnership

Submitted on 16/05/2025 at 14:02
Published on Care Opinion at 14:06

Dear ospreyzp95

Like Ann, I would also like to thank you for taking the time to feedback on your family’s experience of our services. Your kind words about the care provided by the majority of our staff are heartening. This will be shared with them as your note of appreciation will really matter to those involved in the care of your Mum.

Your report in regard to the behaviours and actions of the carer who did not provide the same standard of care is however disappointing and are of concern. This type of feedback is equally important, and I would encourage you to contact Ann at your convenience in order that we can learn and continue to develop our services to achieve the expected standard universally.

Many thanks again

Nadia

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