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Care Opinion

Diabetic Hypo

Posted By Drum

"Diabetic Hypo"

About: Campbeltown Hospital / Accident & Emergency NHS 24 / NHS 24 (111 service)

(as a relative),

My mum had taken a diabetic hypo. I advised my brother to call 111 due to all the information saying don't phone 999. He was on the phone for 45 minutes! ! They told my brother she would be taken to Lochgilphead hospital as Campbeltown are not classed as A& E? ! Then he was told HE would need to drive her (50 miles away! ) I then called the Campbeltown Hospital and a A& E nurse told me to get an ambulance immediately! They don't know why we were told that information by 111. Just as I was talking to the 999 operator, 111 had told my brother to take her to Campbeltown Hospital? ! All this time delaying my mum! She was in full blown hypo. They should've known as my brother told them she was diabetic, didn't know her sugars as her machine was broken, slurred speech, lose of vision and slipping in and out of consciousness. Thankfully she is now in the right hands, but so angry at all the time delay! !

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Responses

Response from Fiona Campbell, Clinical Governance Manager, NHS Highland 4 years ago
Fiona Campbell
Clinical Governance Manager,
NHS Highland

Submitted on 24/03/2020 at 13:16
Published on Care Opinion at 13:16

Dear Drum

Thank you for taking the time to write about your concerns and I am sure that NHS 24 will look into this for you.

I am so sorry that your family encountered this problem and for the distress that this caused.

I am pleased that your mother did eventually go to Campbeltown Hospital where I hope she will make a speedy recovery.

Kindest regards

Fiona Campbell

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 4 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 24/03/2020 at 13:46
Published on Care Opinion at 13:46

picture of Shona Lawrence

Hi Drum

Thanks for sharing your feedback on Care Opinion. I am very sorry to learn your Mum was unwell and I hope she is doing much better. I appreciate this would have been a worrying and stressful time for you all.

NHS 24 is keen to review the contact with our service. Therefore, if would be good if you could email our Patient Experience Team with some additional detail. This would enable us to determine why such information was provided and, should learning be evident for us, this will give us the opportunity to take this forward.

When you email us, at Patient.Experience@nhs24.scot.nhs.uk, please provide a phone number and I will call you to discuss in more detail.

I look forward to hearing from you.

With kind regards

Shona

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 4 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 24/03/2020 at 16:34
Published on Care Opinion at 16:34

picture of Shona Lawrence

Hi Drum

Thanks for getting in touch with additional information. It was a pleasure to speak with you. Following our call, I also spoke directly with your Mum and I am pleased she is feeling better and was discharged from hospital.

We will arrange a review of the contact with NHS 24 following which we will contact you further. Thanks for allowing us the opportunity to do so. As explained, should learning be evident, this will be captured and progressed.

Take care.

Shona

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 4 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 01/04/2020 at 15:12
Published on Care Opinion at 15:12

picture of Shona Lawrence

Hi J

Thanks so much for speaking with me on the telephone today when I called to explain the findings our review into your mum's care. As we discussed, our investigation has recognised that our service to your mum was not managed as well as it could have been for which I offer you all my full apology. I understand that this would have been an extremely worrying time.

NHS 24 welcomes feedback as ultimately this enables us to improve the service for future patients and callers.

Thanks again for engaging with us and once again I am sorry that your mum's journey of care through NHS 24 took longer than was necessary.

With best wishes to you all

Shona

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