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Care Opinion

Our experience

Posted By songthrushxg66

"Our experience"

About: Lanarkshire Community Services / Community Nursing Service Scottish Ambulance Service / Emergency Ambulance University Hospital Hairmyres / Emergency Department

(as a service user),

My husband heard in February 2020 his stool sample was irregular needed to come for a scan, then COVID, heard nothing despite our follow up enquiries. Finally had a scan August 2020 diagnosis stage 4 cancer chemotherapy arranged 4 sessions promised the earth not alone call us anytime day or night false promises never never there when you need them. Ambulance service shocking 9 hour, 7 hour wait only a couple of the nightmares when a poor soul suffering then on to palliative care.

3, 4, 5 hours wait in A&E in his pyjamas confused, worn out, cold.  District nurse, who were very loud, were here 24/7 at this point in time, waiting on a hospice bed end stages for him, pain, confusion, caring on my own when we're both in our mid 70's. Called district nurse tonight, can’t get him into bed just need a pair of hands. Dozens of questions meanwhile, his stoma bag needs emptied, did I mention the complication he’s confused and in horrific back pain. Try as I might can’t get him on his feet and into bed, asleep on the couch in pain, nobody to help. Don’t make promises to needy people and give them hope when really all you offer are empty words. Our story almost over. Worked all of our lives, paid our dues, and we now feel that we have been neglected.

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Responses

Response from Evelyn Magilton, Interim Service Manager, Clydesdale Locality, NHS Lanarkshire 2 years ago
Evelyn Magilton
Interim Service Manager, Clydesdale Locality,
NHS Lanarkshire

Submitted on 30/07/2021 at 12:52
Published on Care Opinion at 16:11

Dear Songthrushxg66

Thank you for taking the time to give feedback on your experience of our services. I am sorry that your experience has not met with your expectation and the circumstances you describe must certainly have been distressing for you and your husband.

If you can tell me the area where you live I can put you in touch with the District Nurse who can discuss your husband's care needs with you both.

kind regards

Evelyn

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Update posted by songthrushxg66 (a service user)

I am now having district nurse and palliative care nurse visits, new medication for my husband - no pain so much calmer. I had requested hospice care but if his pain is controlled he’s calmer, I’m calmer.

A big breakdown in communication left us isolated, stressed frightened - this shouldn’t happen. Was promised emergency response button 4 weeks ago still waiting. Would make a huge difference in terms of security and much needed freedom for me.

I am in south Lanarkshire Bothwell couldn’t praise staff enough but why so long for services to kick in was ready to throw the towel in with exhaustion too long waiting for help

Response from Evelyn Magilton, Interim Service Manager, Clydesdale Locality, NHS Lanarkshire 2 years ago
Evelyn Magilton
Interim Service Manager, Clydesdale Locality,
NHS Lanarkshire

Submitted on 02/08/2021 at 16:02
Published on Care Opinion on 03/08/2021 at 17:12

Thank you for your reply Songthrushxg66, I am pleased to hear that your husband is now having visits from the Community Nurses and that the situation for you and your husband is now more calm.

The Service Manager for your area would be very happy to support you to access other services for both you and your husband. Stewart Marshall can be contacted on 01698 410050.

kind regards

Evelyn

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Response from Lesley Kay, Patient Experience Team Leader, Corporate Affairs, Scottish Ambulance Service 2 years ago
Lesley Kay
Patient Experience Team Leader, Corporate Affairs,
Scottish Ambulance Service

Submitted on 04/08/2021 at 08:00
Published on Care Opinion at 08:00

Dear Songthrushxg66

Thank you for taking the time to post your Feedback here on Careopinion.

I am so very sorry to read about the extensive delay for an ambulance to reach your husband. I really can't begin to imagine how stressful this must have been for you both. It's really disappointing when we let people down.

I would like to have this matter fully looked into for you if I may? If you would like me to do this for you, please may I ask you email sas.feedback@nhs.scot with your husbands name, your address and the date(s) of when you called for an ambulance. Please may you also be so kind to make reference to your CareOpinion user name to allow us to link to your story.

I look forward to hearing from you

Kind Regards

Lesley

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Response from Carol Miller, Senior Nurse, Surgical and Critical Care, University Hospital Hairmyres 2 years ago
Carol Miller
Senior Nurse, Surgical and Critical Care,
University Hospital Hairmyres

Submitted on 04/08/2021 at 10:36
Published on Care Opinion at 10:36

picture of Carol Miller

Dear songthrushxg66

Thank you for providing feedback which is so important to us. It sounds like you and your husband have had a far from positive experience at a time when you needed help.

I am so sorry that he had a considerable time to wait in our A&E department following a long wait for an ambulance. If you would like to discuss the detail of your experience in our department please contact patient affairs on 01355 585325 and they will direct your call to myself.

I am so glad to read that he is now pain free and is being reviewed by both district and palliative care nurse. I do hope he is comfortable and you are feeling more supported.

Kind Regards

Carol

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