"Concerns about Medical Response Bromley"

About: Bromley Healthcare / Medical response team

(as a relative),

I called my GP at 1pm as my 84 year old father had been falling, was quite unsteady on his feet and had double vision. As I had missed the home visits for that day she referred him to the Bromley Medical Response team to be assessed. At 4pm I received a call from an administrator saying the service was busy so he would not been seen until after 6. 30pm. At 7. 30 pm I received a call from a doctor asking if he still needed a visit. When I said yes she said she would be there within the hour. By 10pm no one had arrived and I had received no updates. As my father was by this time exhausted I helped him to bed. I also went to bed as I had no number to ring to find out if anyone was going to come and did not know the title of the service to look it up. At 11pm I was awoken by a phone call from someone saying he was outside my house but it was in darkness. My father was asleep and as he had had a very stressful day I decided not to wake him and informed the person on the phone that I would contact my GP the following morning.

I work in healthcare and feel that ED attendance is to be avoided in all but true emergencies. I am therefore disgusted by the service I had from Medical Response and if this is common practice feel it contributes to the inappropriate ED attendances and needs to be reviewed.

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Response from Amanda Mayo, Head of Integrated Care - Bromley ICN, Operations Directorate, Bromley Healthcare

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Thank you for your posting.

I am so sorry to hear your recent experience with our Medical Response Team. This is absolutely not the level of service we try to deliver to our patients.

I would like to ask the service lead for the team to investigate all aspects of your fathers case and would therefore ask you to email me your fathers name; address; date of birth and date of contact with our service to Amanda.mayo@bromleyhealthcare-cic.nhs.uk

I hope that your father is now feeling better and I look forward to hearing from you very soon

Kind regards


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Response from Jonathan Lewis, CEO, Bromley Healthcare

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Can I add my apologies to those offered by Amanda.

My simple goal is to run services that I would be very happy for my family to use

My father is also in his 80s so I can imagine how you feel about this

As Amanda said we will investigate this fully and give you completely honest and open feedback

Generally the Medical Response Team gets very good feedback - so this is unusual - but that of course is no consolation

If you would like to speak to me at any point, please do not hesitate to get in contact with my PA Wendy Gilfrin - wendy.gilfrin@bromleyhealthare-cic.nhs.uk


Jonathan Lewis

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Response from Jonathan Lewis, CEO, Bromley Healthcare

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sorry - typo - correct e mail is wendy.gilfrin@bromleyhealthcare-cic.nhs.uk

I missed the c in healthcare
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