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Care Opinion

Delayed help

Posted By Tootsmazza

"Delayed help"

About: Lanarkshire Community Services / GP Out of Hours service NHS 24 / NHS 24 (111 service) Scottish Ambulance Service / Emergency Ambulance

(as a relative),

My elderly mother, who has mobility issues following a stroke a number of years ago, fell at home on Sunday.

My father, her main carer, called NHS 24 at 1:00 pm and was told a doctor would be sent as her ankle was turning black and blue - he arrived at 1:00 am the following morning.

The doctor immediately diagnosed a broken ankle and called for an ambulance to take my mum to hospital - it arrive at 10.30am so she was at home for nearly 24 hours without pain medication or treatment for a broken ankle.

She is now being transferred to a specialist unit to assess whether surgery is needed and a plate required to fix her broken bone. This is not just a concern about my mother being left without treatment for so long, it is about my father who is doing all he can to keep her at home as rather than in care, yet had to sit up all night with no sleep waiting for, first a GP and second the ambulance. He is currently on a waiting list for heart surgery.

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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 14/07/2022 at 10:41
Published on Care Opinion at 10:41

Dear Tootsmazza

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

It must have been a very trying time for you all.

If you would like me to have this investigated could I ask you to contact our Patient Experience Team with your details (including your Care Opinion username), your mother's name and address and the date of the incident. They can be reached at sas.feedback@nhs.scot

Kindest regards

David

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 nearly 2 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 14/07/2022 at 11:55
Published on Care Opinion at 11:55

picture of Shona Lawrence

Dear Tootsmazza

I'm very sorry to learn your mother fell resulting in a broken ankle. I appreciate this will have a negative impact on your mother's mobility and will also impact on your father too, as her main carer. I with them both well.

I respond in relation to the NHS 24 element of your mother's care. It appears that we recognised she required further assessment, therefore passed her details to NHS Lanarkshire for their Out of Hours Service to progress her care. I appreciate the extended wait time for the GP to attend would have been frustrating and NHS Lanarkshire are best placed to respond in relation to this.

I see David from the Scottish Ambulance Service has already asked you to get in touch concerning the delay their end.

If you care to share any more information in relation to the call to NHS 24, then I would be pleased to hear from you. You can call me on 07814 299944 or by email at patient.experience@nhs24.scot.nhs.uk

With kind regards

Shona

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Response from Maureen Dearie, Locality Manager for Clydesdale Health and Social Care Partnership, NHS Lanarkshire nearly 2 years ago
Maureen Dearie
Locality Manager for Clydesdale Health and Social Care Partnership,
NHS Lanarkshire

Submitted on 15/07/2022 at 12:47
Published on Care Opinion at 13:59

Dear Tootsmazza,

I am very sorry to learn about your mother's recent injury and subsequent delay in being assessed by Primary Care Out of Hours (OOH) service. I do understand that this would have been very distressing and frustrating for your mother, father and the family. I sincerely hope your mother is responding well to treatment.

The service would be happy to review the incident and provide you with a detailed response. Therefore, if you would like us to investigate the circumstances regarding your mother's case, can you please email Jane McDonald, Senior Charge Nurse (OOH) your mother's name, address and the date the service was contacted or alternatively email Jane your telephone number and she will be in touch.

(Email address; Jane.McDonald@lanarkshire.scot.nhs.uk)

Kind regards

Maureen

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