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"Waiting for an appointment with no quality of life"

About: Forth Valley Royal Hospital / Accident & emergency Forth Valley Royal Hospital / Gastroenterology NHS 24 / NHS 24 (111 service) Scottish Ambulance Service / Emergency Ambulance

(as the patient),

I started to suffer from stomach pain from around 2pm one afternoon, which gradually worsened until my husband tried to call 111 but could not get through. After about 20 minutes I asked him to call 999 as the pain had become so bad. He called 999 and after triage they in my opinion incorrectly requested he call back 111. On the phone to 111 for 40 minutes with no answer and my husband at this point went to speak to a neighbour for a second opinion, the neighbour came over and on seeing the level of pain I was in said to recall 999 who this time said they could not send an ambulance but that someone would call back. We made the call to drive to Larbert ourselves at this point.

In the meantime the 999 operator called back and agreed that an ambulance was required (suspected ruptured bowel) but it could take hours so we drove to Larbert hospital. We arrived at Larbert in the evening, at which point I was taken to A&E and then admitted to hospital.

Unsure of diagnosis as was so ill but was given antibiotics and discharged several days later. Very distressed in hospital as there was a drunk aggressive patient in the room next door.

A few days later I had a repeat of the stomach pain, ambulance called and taken to A&E once more. I found the doctor to be rude and aggressive, when taken back to A&E asked to confirm that I'd just been discharged from hospital, when I replied yes they asked why on earth did I not go back to the ward, and threw my notes down. I had no idea that was the protocol and in any case I was almost unconscious with the pain. It appears the ambulance crew had no idea about this protocol either as they took had all my history and still took me to A&E.

Antibiotics and morphine administered over the next few days, neither of which stopped the symptoms and I was vomiting black bile, severe abdominal pain and stomach swelling. After a scan in the middle of the night I was told my bowel had ruptured and possible requirement for stoma. I was operated on for 7 hours and when I came round was told most of my bowel had been removed and I would require a permanent stoma. I was released from hospital around a week later, and advised there would be a follow up appointment with consultant within 6-8 weeks, 

After repeatedly chasing and raising a formal complaint I finally received a follow up appointment this April by which time I had developed numerous hernias where it feels like my stomach is hanging out and I am in severe pain and virtually unable to do anything in addition to suffering real mental health issues. The consultant who saw me in April advised that I would need further surgery to deal with the hernias and mentioned that this could have been avoided had I been seen earlier. They advised that prior to any surgery I would need a scan which they referred me for. When I chased the scan appointment two weeks later I was advised I would have to wait sixteen weeks for this. I raised a complaint about the wait time as I felt this was unfair due to an error made by the hospital and even raised with the senior management. Although they acknowledge this was an error on their part, they would not do anything more. This seems grossly unfair to me personally as I am still waiting for an appointment with no quality of life.

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Responses

Response from David King, Patient Experience Coordinator, Corporate Affairs, Scottish Ambulance Service nearly 2 years ago
David King
Patient Experience Coordinator, Corporate Affairs,
Scottish Ambulance Service
Submitted on 16/06/2022 at 13:27
Published on Care Opinion at 13:48


Dear Sheridan

I am sorry that you have cause to complain about the Scottish Ambulance Service.

It must have been quite an ordeal for you.

If you would like me to have this investigated could I ask that you email our Patient Experience Team at sas.feedback@nhs.scot and supply as with your name, address and the date of the incident. If you could include your Care Opinion username too it would be helpful.

I do hope that you will eventually receive the treatment that you require.

Kindest regards

David

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Response from Andrew Cassidy, Patient Experience Officer, Nursing & Care, NHS 24 nearly 2 years ago
Andrew Cassidy
Patient Experience Officer, Nursing & Care,
NHS 24

I manage Patient and Service User Feedback

Submitted on 16/06/2022 at 14:13
Published on Care Opinion at 14:15


picture of Andrew Cassidy

Dear Sheridan,

Thank you for sharing your story on Care Opinion. I was sorry to read of the challenges you have been facing with your health, and I sincerely hope that you receive the care you need soon. From your story, it sounds as though you have been through a worrying time, and I fully appreciate how difficult this will be, especially given the level of pain you describe. Thank you for taking the time to share your story with us.

My team manage feedback relating to NHS 24 services. I was sorry to read that you had a longer wait than we would have liked when you contacted the service. If you have have any specific feedback relating to the handling of your calls to NHS 24, please contact me directly at patient.experience@nhs24.scot.nhs.uk providing your name, date of birth, and the date of your calls to the service. I would be grateful if you would also include your Care Opinion user name.

I note that my colleagues from NHS Forth Valley have been tagged in this story, and I am sure they will respond to the issue you raise regarding the care you have received.

Once again, I would like to thank you for sharing your story with us. I wish you all the very best for your ongoing treatment and recovery.

With best wishes,

Andrew

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Update posted by Sheridan (the patient)

Dear David, thanks for your speedy response. Although there were some issues with the ambulance service as detailed above my real issue is with Forth Valley NHS as they have made a serious mistake which has added to my problems (likely to result in further surgery).and refused to act quickly to sort that mistake. I just want to focus on getting them to act in a fair and professional manner and feel that although the initial response from SAS was not good subsequent responses were excellent.

Thanks Sheridan

Response from David King, Patient Experience Coordinator, Corporate Affairs, Scottish Ambulance Service nearly 2 years ago
David King
Patient Experience Coordinator, Corporate Affairs,
Scottish Ambulance Service
Submitted on 16/06/2022 at 15:13
Published on Care Opinion at 15:16


Dear Sheridan

Thank you for your kind words about subsequent responses.

I wish you well in getting matters sorted out.

Take care

David

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Response from Amanda Crawford, Patient Relations Lead, Patient Relations, NHS Forth Valley nearly 2 years ago
Amanda Crawford
Patient Relations Lead, Patient Relations,
NHS Forth Valley

Head of Complaints

Submitted on 16/06/2022 at 15:21
Published on Care Opinion at 15:36


Dear Sheridan

Thank you for your very detailed story and offer you my sincere apologies. I was so sorry and disappointed to read the description of the care you have received and your ongoing difficulties.

I would like to reassure you that your concerns are taken very seriously and note you have previously raised a formal complaint regarding these issues. I would be grateful if you could contact Patient Relations on 01324 566660 or fv.complaints@nhs.scot to allow us the opportunity to assist you further.

Kind regards

Amanda

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Update posted by Sheridan (the patient)

Dear Amanda,

In Cathie Cowan’s (Chief Executive NHS Forth Valley) letter in May she states this concludes local resolution and she stated that there was nothing she could do about waiting times even though it was admitted the error causing the lack of post operation follow up was that of NHS Forth Valley. This error has resulted in me needing additional surgery and I have still not received the appointment for the scan which was marked as urgent by the consultant I saw on 7th April. So if local resolution is concluded I see no point in contacting you as nothing has been done previously and to be clear I don’t feel NHS Forth Valley have taken my concerns seriously at all. Again I have no quality of life due to errors in process within NHS Forth Valley.

Regards

Sheridan

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