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Service did not meet expectations

Posted By Vanrg56

"Service did not meet expectations"

About: Urgent Community Response Mid Hants

(as a staff member posting for a carer/relative),

Mum was seen by the service and they recommended she had an x-ray to rule out a fracture. Mum initially declined. She was reassured that the frailty team would meet her to help with her journey at the hospital.

The next day another member of staff persuaded mum to go to hospital.

Mum was not seen by the frailty team as had been suggested.

Seemed to be a breakdown in communication between the team and the ambulance service too.

Felt the service was not joined up.

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Responses

Response from Abigail Barkham, Divisional Clinical Lead for Physical Health Mid and North Hampshire, Mid and North Hampshire, Southern Health NHS Foundation Trust 2 weeks ago
We have made a change
Abigail Barkham
Divisional Clinical Lead for Physical Health Mid and North Hampshire, Mid and North Hampshire,
Southern Health NHS Foundation Trust

I am the consultant for the Mid Hampshire Urgent Community Response service. Looking after individuals at home instead of hospital when it is safe to do so.

Submitted on 23/04/2024 at 14:38
Published on Care Opinion at 14:57

picture of Abigail Barkham

Good Afternoon,

Thank you so much for taking the time to help us with your story of how you found your care under our service.

Firstly I wanted to say I'm so sorry that the service did not meet your expectations and those of your mums and I am so very grateful that you have reached out and taken the time to let us know.

I have read your story and also spent some time talking to the team members involved with your mums care.

I can absolutely see that this episode of care has been, whilst well intentioned, mis communicated and as a result has caused unnecessary stress and strain to all concerned. Our discussions with the team have centred around poor communication and record keeping.

I believe the overarching need to gain imaging for your mums symptoms was required. However I would agree there was no communication with regard to the original discussion with Anna regarding a seamless transition through ED with connection to the hospital frailty team at the front door of the hospital. I am so sorry that this wasn't achieved and as a result mum wasn't seen by the frailty team and was conveyed to Basingstoke Hospital.

As a team we would not want this to happen again and therefore some changes have been put in place

1. Your story will be shared at our team meeting for all staff members to understand.

2. We will be ensuring that documentation of such discussions are improved so all the team are informed at our daily ward round.

3. We will also be ensuring that we set the right parameters of expectation for our patients loved ones and family. If we are offering something that we do not have full assurance that it will happen then we need to set the expectations that this is possible so as to avoid this situation again.

I hope that this is helpful and I can assure you that we will monitor this situation so that it doesn't happen again. Both Vanessa Shipley (UCR Team Lead) and myself have given this our personal attention.

I do hope things are improving for both you and your mum

Best Wishes

Abby Barkham
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