"Waiting too long and lack of communication"

Earlier this year a social work team, arranged a rapid and outstanding excellent package of care to my Grandfather immediately for help with his pressure stockings,  and creaming his legs.   That has changed his life - and carers have been absolutely amazing.  This made me amazed by how fast a social work team acted on his behalf, feedback was provided positively to the social worker and team manager, on several occasions.  

Through the social work team, My Grandfather was referred to the occupational therapy team for the sole purpose of an assessment of his house, but namely a reclining chair for his swollen legs and ulcer(s).  He waited around 9 weeks or more to be seen my occupational therapy, this required several phone calls by myself, which made me feel frustrated and dissapointed.  

My grandfather would not, and could not voice a complaint if he wished, due to his age, vulnerability and deafness.  

I communicated over the telephone several times making it very clear that the purpose of the assessment was namely for an occupational therapy assessment for a reclining chair, as his legs are full of fluid, which he also takes an anti-diuretic to get rid of fluid retention in his legs due to his weak heart. His Doctor advised strongly, a recliner for his legs, quality of life and legs to improve - as the elevation of his legs will return the fluid to his body.  

My grandfather was visited by an occupational therapist, after multiple phone calls with him being a "priority case".

My grandfather was eventually seen by an occupational therapist, on his own, with communication through myself, in July 2021. Due to previous experiences with excellent staff, I was confident that I did not need to be present for the visit.  

During the visit, according to my grandfather he was asked if his current provided stool and cushion (provided by the authorities) was comfortable (for leg elevation), to which he replied "no its not comfortable".

When I spoke with the occupational therapist on the phone, the occupational therapist said my grandfather said he said he wasn't in pain when using the stool. 

I visit my grandfather weekly, and stay over on a regular basis as a main carer for him. He is deaf, but he also has an excellent memory. According to my Grandfather "pain" was not mentioned during the conversation.

Following this appointment, 9 days later there was no communication about the outcome of the appointment, so I decided to phone the hawick social work department to ask about the outcome. The outcome was that my Grandfather would not be receiving a reclining chair and he was discharged from occupational therapy immediately after a 9 week wait and if he was to be seen again he would need to be re-referred.  

Since then I phone and spoke to a further duty occupational therapist, and I admit, I became upset, angry and distressed - this was expressed in an inappropriate way.  I  sincerely apologize to the person I spoke to and reflect that my tone of communication and manner, was entirely inappropriate and hope to learn from this error fuelled by care and love for my grandfather.  

I also reflected that other services, who deal with individuals who become, upset and angry and distressed, are not immediately and absolutely refused to communicate verbally over the telephone with certain staff again, or the line manager for that matter.  This, would result in other services being unable to communicate with any services whatsoever over the telephone, and be condescendingly told that communication will only occur through the method of letter.  

In 2021 we have many other ways to communicate to staff, patients and carers.  This is why I believe care opinion is an excellent platform to provide feedback.

What I'm complaining about mainly is the lack of and immediate refusal of communication, which is has resulted in a poor outcome.   It is likely my Grandfathers mobility and legs will continue to deteriorate - without being able to elevate them due to his coronary heart disease, atrial fibrillation and oaedametous legs.

I cannot thank, and admire the social work team for providing his package of care and in particular the outstanding and unprecedented dedication of the district nursing team and medical practice (including pharmacy)