"Overall the communication was appalling"

End of life patient moving to nursing home. Care and health visit stopped. Patient unwell and waiting from 11am until gone 6pm. Called twice. Twice told someone would call back. No call back. Had to call rapid response team to inject end of life med. We still didn't know if they will come. If not arriving by 8pm they wouldn't be able to be moved that day. Wasn't sure what would happen. It could have ended in hospital admission if not managed. Horrible uncaring service. Left without carers. 

UPDATE:

She wasn't able to go on that day at all. But around 6.30 i got a call from the dispatch manager and i felt finally someone was taking this seriously. She try to see if she could still be admitted but it was too late. She promised they would pick up Saturday at 8am and they did even arrive earlier. Thankfully the nurses at the home were able to put in a canula and avoid hospitalisation.

I am very grateful to that manager who communicated effectively with me. But overall the communication was appalling and caused pain and distress for the patient who, as i stated, is at the end of life.

It was very stressful day and i ended breaking down on tears as i am her informal carer and it was very distressing seeing her so unwell.