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Care Opinion

Couldn't get any help

Posted By Game368

"Couldn't get any help"

About: Holme Valley Memorial Hospital / Day surgery

(as the patient),

I recently had a bunion treated at the Holme Valley Memorial Hospital, the treatment and care I received was second to none. The staff were all great, I received absolutely fantastic treatment.

When I was discharged, I was given advice on aftercare, on one document they gave me was an emergency number I could call if I need any help or advice out of hours. This was a number for Locala, on Saturday I was in a lot of pain and wanted to know if I could increase the dosage of the painkillers I had been prescribed.

I duly called the emergency number, it took a while to get through, when I did I was told there was no one there as it was the week end. I explained my situation and that I had been given this number in the discharge papers to which the response was that this was not an emergency number.

When I asked if there was anyone who could help I was told there was a nurse but they were busy, no offer to ask them to call back when they were free again.

When I had a follow up appointment at the hospital I mentioned my experience with the emergency number but the hospital did not seem too concerned.

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Responses

Response from Sarah True, Customer Engagement Manager, Locala Community Partnerships 7 years ago
Sarah True
Customer Engagement Manager,
Locala Community Partnerships

Submitted on 01/03/2017 at 15:40
Published on Care Opinion at 15:52

Dear Game368

Firstly, I am pleased you were happy with the care and treatment you received whist at the Day Surgery Unit at Holme Valley Hospital.

Thank you for letting us know about the confusion you experienced when trying to seek advice after your operation. The Day Surgery Unit is closed over the weekend and patients are asked to call our 24 hour 'Single Point of Contact' telephone number for out of hours advice. We are in the process of updating the information we give to patients when they are discharged and re-briefing our 'Single Point of Contact' team about the correct procedure in handling queries such as yours.

I am very sorry that on this occasion you were not able to get the advice and support you needed from our team. I would also like to thank you for raising this as a concern as it has allowed us to review our documents and procedures in order to ensure that this doesn't happen again.

Best wishes

Sarah

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