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Trouble accessing continence pad provision

Posted By Brora

"Trouble accessing continence pad provision"

About: Lothian Community Services

(as a carer),

I called continence service to request repeat prescription for elderly aunt  who is receiving palliative care . This team gave me number of team who deals with this as they no longer deal with this request . 

Called number 03451 2160001 several times and it’s states incorrect number . 

Checked again with continence team who say this is a problem but number definitely correct and that I have to keep trying 

Called GP practise for advise and receptionists have to organise a Gp to help me . This seems inappropriate given the capacity of GP 

I will wait on Gp call back and will keep trying but at this moment I am unable to proceed with a very simple  but essential need . 

Can you help 

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Responses

Response from Patient Experience Team, NHS Lothian 5 years ago
NHS Lothian

Submitted on 09/10/2018 at 18:12
Published on Care Opinion on 10/10/2018 at 10:48

Dear Brora,

I am really sorry to read your post and of the difficulties encountered when trying to make contact in relation to continence services for your elderly aunt. I have since tried to make contact with the service provider on this number, and unfortunately I have experienced the same issue.

I can see that you have contacted the GP Service for help in the meantime but please do contact our Patient Experience Team if we can help further:

Tel: 0131 536 3370

Email: feedback@nhslothian.scot.nhs.uk

Sincere apologies that you have had to contact us regarding this at this time. I have shared your experience and feedback with the Management of the service area to ensure that this is investigated.

Kind regards,

Pamela

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Response from Jeannette Morrison, Head of Patient Experience, NHS Lothian 5 years ago
Jeannette Morrison
Head of Patient Experience,
NHS Lothian

Submitted on 10/10/2018 at 13:36
Published on Care Opinion at 13:56

Dear Brora

Like Pamela I am so sorry to hear of the difficulties you are experiencing in accessing the continence service looking for repeat prescriptions for your aunt.

I have now heard back from colleagues and they wanted to let me know that there is an additional digit in the telephone number that you shared in your post which would mean the number is not recognised. The number should read: 0345 216 0001. Please accept my apologies if you were given the incorrect number.

However, the team are aware that some patients have been experiencing difficulties in accessing this service. We have been in contact with the company directly who are telling us that some of these difficulties relate to the telephone company provider and their IT teams are trying to resolve these issues. The advice we have been given is to ask patients to keep trying this number as the fault has been intermittent.

You said in your post that you were waiting to hear back from your GP and I hope they were able to help, alternatively, if you are still experiencing difficulties please do not hesitate to contact us in the Patient Experience Team.

Kind regards

Jeannette

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Update posted by Brora (a carer)

Thankyou for your response they are appreciated .

The district nurses in the practise have been helpful and was able to gather more information .

Unknown to us because my aunt had not had a repeat prescription for a while when the service was out sourced my aunt was discharged .

We now have to complete a new request form to be returned to the district nursing service who will then pass to the appropriate service .

This time seem like a very complicated pathway of care . Fortunately as a AHP myself I can negotiate the paperwork and services . I suggest this could be very stressful for an elderly user.

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