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"Catalog of system errors"

About: Scottish Ambulance Service / Patient Transport Service University Hospital Wishaw / Neurology

(as a relative),

My sister who has MS had an appointment for her osteoporosis injection last week. She is now unable to be taken by her husband due to her deteriorating mobility. She arranged with SAS to be taken for her appointment at Wishaw General Hospital. The ambulance did not appear on time, they  arrived 40 mins late to her house they said they had got lost and their sat nav did not recognise the post code.  My sister told them that her appointment time had passed but they assured her that it would be ok. They contacted WGH saying they were running late.

At the hospital waiting area my sister was told that the person giving the injection had another Clinic to work at and she had left.
My sister waited and waited and waited on patient transport to take her home but no one appeared. She was sitting on a hospital wheel chair for the duration. A member of staff realised she had waiting for some time and asked her if she had had anything to eat and drink. Luckily she had her own water . She was offered a sandwich which she gratefully received late afternoon.

Eventually her transport driver appeared and indicated that they had been waiting outside in the car park. My sister eventually got into the transport which was an old one and there had been difficulties closing the doors after the ramp was used.
She was totally exhausted and frustrated after her ordeal which was no fault of hers. Her husband, her principal care, who was not allowed to accompany her was frantic with worry.
She has a new appointment for the end of the month so hopefully her appalling experience will not be repeated.

Responses

Response from Lesley Kay, Patient Experience Team Leader, Corporate Affairs, Scottish Ambulance Service last month
Lesley Kay
Patient Experience Team Leader, Corporate Affairs,
Scottish Ambulance Service
Submitted on 17/03/2021 at 15:35
Published on Care Opinion on 18/03/2021 at 11:12


Dear Basil

Thank you for taking the time to share you feedback here on Care Opinion.

I am incredibly sorry to read about your sister's experience and I appreciate this must have been extremely stresssful for her. It is always disappointing when we let people down.

I would really like to have the issues you have raised fully investigated for you and to offer reassurance to your sister for her upcoming appointment. Please may I kindly ask for you to get in touch with our Patient Feedback team to provide us with your sisters details which will allow us to locate this incident. The email address is sas.feedback@nhs.scot. If you would also be so kind to make reference to your Care Opinion Username so that if someone else picks it up, they can easily link it to this feedback.

We look forward to hearing from you

Kind Regards

Lesley

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Update posted by Basil (a relative)

Dear Lesley

Thanks for your speedy response. I will seek my sisters permission and if she is ok with it I will fill the Patient Feedback form as suggested.

thanks

Basil

Response from Marjorie McGinty, Head of Improvement, Quality Directorate, NHS Lanarkshire last month
Marjorie McGinty
Head of Improvement, Quality Directorate,
NHS Lanarkshire
Submitted on 25/03/2021 at 12:11
Published on Care Opinion at 12:11


picture of Marjorie McGinty

Dear Basil

Thank you for taking the time to provide feedback on your sisters recent experience of attending a clinic at University Hospital Wishaw. I am sorry to hear that her experience was poor and I can fully understand how distressing this must have been for her and I apologise for this.

In order for us to further investigate these concerns can I ask you to please contact the Patient Affairs team at University Hospital Wishaw to provide some further details so we can investigate further. You can contact them on

PatientAffairs.Wishaw@lanarkshire.scot.nhs.uk or using Tel no. 01698 366558.

kind regards

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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