"Lack of communication"

About: Doncaster PCT Yorkshire Ambulance Service NHS Trust

(as a relative),

My 70 year old mum had a home visit by her GP due to ill health and was told she would have to be admitted to hospital with a suspected UTI. The GP told her an ambulance would be with her within 2 hours. Almost 5 hours later my mum was still at home and deteriorating quickly. I phoned the doctors to be told the ambulance hadnt been ordered and they would order it straight away. Over an hour later i ended up dialling 999.

Who was supposed to order the ambulance, the GP or receptionist? I have written to the GP and have been given no explanation just an apology.

An apology is not acceptable. My mum died in hospital of septicaemia. I feel that had she been admitted sooner, this could have been prevented.

There needs to be communication with all levels of staff and plans carried out when they are discussed with a patient.

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Response from Sarah Codling, Patient Experience Manager, Doncaster PCT

Thank you for taking the time to comment on the service your mother received. Doncaster Primary Care Trust was very sorry to hear the outcome of your mother's illness and offers sincere condolences to you and your family on your sad loss. I can certainly understand how you feel that your mother was let down by the service and what a difficult time this must be for you. I was also sorry to learn that you have not been given an explanation, from your mother's GP practice, about the delay in the ambulance being ordered. Whilst the PCT cannot enter into discussions on this website regarding individual issues with general practices, we can help you personally with this. Please contact Liz Hedge, Head of Client Liaison either by email or by writing to Doncaster PCT, White Rose House, Ten Pound Walk, Doncaster DN4 5DJ, or by telephone on 01302 320111 ext 3407. Liz will be happy to advise you further, with a view to looking into your complaint and learning from any mistakes made. The NHS complaints procedure is available to all patients and carers and further details are on our website. Thank you once again for telling us of your experiences. Liz will wait to hear from you.
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