"My wife had to wait an hour and a half in an uncomfortable position"

About: Locala Community Partnerships CIC / Kirklees integrated community equipment service (KICES)

(as a relative),

My wife suffers from dementia, and there have been problems with her air bed. I rang Locala to have a look and they believed it to be a faulty pump.

A new pump for the bed was brought last week and was fitted, but the mattress was still not blowing up.

I rang Locala again and asked for an engineer to visit and try to sort out the problem. They said maybe it was the mattress.

When the engineer arrived, he had only brought a mattress with him. In order for them to look at the problem, I had to move my wife from the bed. It took three of us to move her. We had to move her on to a decorator's paste table whilst we waited.

The engineer took an hour and a half to fit the new mattress, during which time my wife was still on the paste table which was extremely uncomfortable. The three of us who had to help my wife move also had to wait around for this time. In the end, the engineer realised it was a faulty pump (I had told them this).

I am considering making a complaint because of this mistake which resulted in my wife waiting for an hour and a half in an uncomfortable position.

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Response from Nigel Grimshaw, Customer Engagement Manager, Intergrated Adults, Locala Community Partnerships

We are sorry to hear about the problems with your wife’s pressure mattress and apologise for any inconvenience this may have caused. Unfortunately equipment does breakdown from time to time and we aim to replace or repair this with minimum disruption to the patient. If a patient has mobility problems we aim to coordinate a safe method to move the patient with the patient, their carers and healthcare services.

We would very much like to take this opportunity to discuss your concerns further and learn from your experience. If you would be willing to speak with us please contact Locala’s Customer Liaison Service on 01924 351531 or email enquiry@locala.org.uk

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