"incontinance underpants"

About: Locala Community Partnerships CIC / Continence advisory service

(as a carer),

My wife is in care at Claremont house was supplied with three pair of washable pants witch she used each day/night plus I had to supply two or three of disposable pants each day, the cotton pants did not contain the urine as well as the pants that I supplied and I understood that Locala were informed of this but when the nurse assessed my wife again she inferred that it was because I wanted a change of product that she was there and not because the ones they had supplied were not correct for her condition.

you have now written to me saying that you are prepared to supply one and two thirds pair of pants per day and I will have to provide the other two pair that you say she needs.

When the staff at Claremont did the assessment for you it showed that she would need between four and six pair per day of the disposable pants and more per day of the washable type. It appears from your letter to me that you have based your offer on cost and not on clinical need and I think this is totally unacceptable and also there is no indication of what the cost of these pants would be if Iwished to purchase from your supplyer.

The way that the nurse spoke to my wife was good but the contact with myself as her husband and carer wasn't. I feel ignored and not involved in decision making.

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Response from Nigel Grimshaw, Complaints Manager, Locala Community Partnerships

I am sorry to hear of your concerns regarding the service provided to your wife and yourself. From your posting, it would seem that some concerns relate to your specific circumstances and I would therefore ask that you contact either the service directly or our Customer Liaison Team (0303 003 4529 followed by 'Option 1'), so we can investigate what has happened and provide a more personal response.

I can let you know that an initial assessment is undertaken, that identifies the most suitable product to be prescribed for a patient, together with the quantity required and this is solely based on clinical need. Feedback from some patients was that they preferred, for personal reasons, to use different products to those prescribed. In response to this feedback from patients, the service introduced a lifestyle prescription, where patients could put the NHS prescription towards products they preferred to use. Cost is therefore a factor, as the cost of the NHS prescribed product is put towards the cost of the preferred product. This calculation is only done where patients have specifically asked about using different products, and the choice remains of using recommended products.

I am sorry to hear that you felt excluded and not involved in your wifes care. I have discussed this with the Clinical Lead for the Continence Service, who offers her apologies that this was not done, and who is to share your posting with the team as a reminder.

Finally, can I thank you for taking the time to leave your feedback on Patient Opinion.

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Update posted by THE G B (a carer)

Prior to your posting and after my comments the head of continance servicess contacted me and explained all that is in the posting and we are now going through the process again

Response from Nigel Grimshaw, Complaints Manager, Locala Community Partnerships

Thank you for your message. While I can understand any frustration going through the process again, I hope this resolves your concerns. If not, I am sure the Continence team will be happy to discuss any questions you have. Alternatively please remember you can contact our Customer Liaison Team on the number shown previously.

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