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"I felt they did not try to help me."

(as a service user),

I am being treated for a neurological condition by NHS Borders. I haven't been able to see my consultant since last summer, due to the pandemic, which I completely understand. However, this means I am in limbo, waiting to find out if I have Multiple Sclerosis or another condition. I am having ongoing physio and medication as an outpatient to help manage ongoing symptoms. The Neurological team at Borders general have been exceptional, and this is in no way a criticism of them.

I am unable to work from home or shield due to the nature of my job. 

I filled in an online form to enquire about a missing Covid appointment, as neurological conditions are covered under one of the JCVI categories, and was told via email to wait at least 7 days for a response then ring the number on the email (0800 030 8013). I waited for 10 days, then rang the helpline.

I was put through to one of the most unhelpful people I have ever spoken to. I explained the situation, they put me on hold for 10 minutes, then came back on the line and told me to ring back in another week. 

I asked for more information, reiterating key issues regarding my health and occupation. They appeared completely disinterested, and told me to ring back in a week - at no point did they try to help me get an appointment for vaccination and showed no concern that I had not been given an appointment. 

I am absolutely appalled by this - prior to this experience I have had exceptional care from the Scottish NHS - its beggars belief that there are uncaring people who are to deal with people who have serious health conditions in the middle of a pandemic. 

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