"Availability of care"

About: General practices in Lanarkshire Scottish Ambulance Service University Hospital Hairmyres / Medical/Gastroenterology (Ward 11)

(as a service user),

It saddens me to write this as a patient of my GP of 54 years. My sister who is also a patient there contracted covid-19 and has been very ill. She had suffered vomiting for numerous days and contacted the surgery for anti-sickness meds. She was told by a receptionist instantly they didn’t deal with covid, and to call the help line, not even advised a GP would call her back for advice. My sister deteriorated three hours later because of the constant vomiting and had to be taken to Hairmyres hospital by ambulance and given anti sickness and had to have IV fluids as she was dehydrated.

Maybe this ambulance and admission to hospital could have been prevented if a GP had been informed what was wrong with my family member. There is things GPs could be doing to help hospitals and I’m appalled at the lack of care given by the practice recently. The staff of Hairmyres and the ambulance service were fantastic and also appalled with what my sister was told when she called the surgery. What has happened to this practice over the years.

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Responses

Response from Alan Martin, Patient Experience Manager, Corporate Affairs and Engagement, Scottish Ambulance Service 3 years ago
Alan Martin
Patient Experience Manager, Corporate Affairs and Engagement,
Scottish Ambulance Service
Submitted on 27/11/2020 at 12:14
Published on Care Opinion at 12:14


picture of Alan Martin

Dear Mosh,

Thank you for taking the time to share your feedback on CareOpinion. I am so sorry to read that your sister contracted COVID-19 and became so unwell. This must be a very worrying time for you all. I hope that she is feeling better and recovers soon. I would be grateful if you could pass on our well wishes from the Service.

I am confident that our colleagues in Primary Care will pick up on your concerns but I would like to thank you for you comments in regards to your words around our crew. They are doing a fantastic job out there during very difficult and strenuous times for all and to have praise given makes the world of difference.

I would be more than happy to pass on your comments to them and say well done. If you would like for this to happen you can email my team at sas.feedback@nhs.scot and provide the date/time and location that the ambulance attended your sister. That way we can locate the crew. If you would be so kind to also make reference to your care opinion username so that if another member of the team picks up the email they can easily link it to this story.

I wish you all the very best and thanks again.

Alan

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Response from Lesley Mallon, Risk Management Facilitator, University Hospital Hairmyres, NHS Lanarkshire 3 years ago
Lesley Mallon
Risk Management Facilitator, University Hospital Hairmyres,
NHS Lanarkshire
Submitted on 30/11/2020 at 10:37
Published on Care Opinion at 10:37


picture of Lesley Mallon

Dear Mosh

Many thanks for taking the time to post your feedback on Care Opinion.

Firstly, I was sorry to hear that your sister contracted Covid-19 and due to a deterioration in her condition required to be admitted to University Hospital Hairmyres. I was pleased to read that the treatment she received there was to a high standard and I sincerely hope that she is now making steady progress towards a full recovery. It will be my pleasure to share you kind comments with the staff involved in caring for your sister.

Regarding your comments around your sister's GP practice, I can advise that GP’s are independent contractors and are responsible for investigating and responding to any concerns a person may have about their service; they are not registered to respond directly to feedback through Care Opinion. I would therefore invite you to contact the Practice Manager if you would like a direct response about the service your sister experienced.

Best wishes to your sister and your family.

Lesley

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