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"Communication during lockdown"

About: Crosshouse Hospital / Vascular Surgery NHS 24 / NHS 24 (111 service)

(as a relative),

Over 18 hrs my husband presented 3 episodes of speech difficulty that he quickly recovered from each time.   I finally called 111 and when I got through after 2 hours and after 30 minutes was advised that he should go to bed and contact the GP in the morning. He was admitted for an overnight stay that turned out to be for 6 days. We managed that bit with the help of my niece in lockdown. I was satisfied with his treatment. The huge problem I had was not knowing things at home on my own (with my sister in a care home with a severe chest infection alongside; I am not considered to be next of kin for her as she has family, so cannot even get information if I phone about her. ). With Crosshouse, my husband had forgotten his phone charger. We had to pace calls now and again, during which he had speech difficulties occasionally. One time a nurse helped by lending her charger (Thanks!   That just lifted the constant fear for a while: bless you! ).   I tried to phone the ward once and after waiting 45 minutes with the very considerate telephone operator, got through only to hear the ward sounds and my call be hung up as soon as I started to say hello! I was furious and just completely broke down. On his last day my husband found that he could have made calls to me or me to him by a phone on the ward attached to a tv, even without charge, but the money would never have been an issue,     Nobody bothered to tell him. They had no idea what I was going through alone over a hundred miles from family and being housebound due to lockdown.  

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Responses

Response from Dawn Orr, Nurse Consultant - Telehealth and Telecare, Nursing and Care, NHS 24 3 years ago
Dawn Orr
Nurse Consultant - Telehealth and Telecare, Nursing and Care,
NHS 24
Submitted on 02/06/2020 at 11:03
Published on Care Opinion at 11:03


picture of Dawn Orr

Dear Dr B,

Thanks for sharing your experience on Care Opinion in which must have been a very distressing time. I hope your husband is now recovering well.

I acknowledge the lengthy wait you had to access 111 which I am sure you will appreciate is due to the high call volumes being experienced by the service related to the current COVID 19 situation.

I am sure my colleagues within Ayrshire and Arran will address your other concerns.

With best wishes

Dawn Orr

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