"Making contact with health and social care services"

About: Highland NHS Highland

(as a relative),

My mother, who is in her late eighties, was admitted to hospital. Following her discharge I tried to make contact with the new health and social care services in the Highlands and was shocked by the difficulties I encountered making contact with the appropriate service. Accessing information as to who to contact was both challenging and frustrating. Information is anything but easily accessible. I have complained previously about Highland Council's new website which is awful but NHS Highland is not any better. In fact I had to download information in order to get the contact number I required. In my case this cost me money! I believe from some enquiries that I have made that I am not the only one to be expressing concern and frustration about these issues.

As for people who have no access to the system either because they have no way of accessing the internet or have no reception in their area how are they coping with the new health and social care service? A service established by the providers and not the users for the providers and not the users?

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Responses

Response from Maimie Thompson, Head of Public Relations and Engagement, Chief Executive's Office, NHS Highland

picture of Maimie Thompson

Dear little Mac

I am truly sorry and want to apologise. I am aware of the short comings. We do have plans in place to address the very issues you raise but regrettably have not been able progress as quickly as I would ideally liked. I agree we need the people using the information to direct this and it needs to be more than the website.

We are working towards people having one number to call but not quite there yet. Please give a call 01463 704722 if you have some ideas as to what you think would work best.

I hope your mum is ok but if you still need any contact details do get in touch.

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Update posted by Little Mac (a relative)

Thank you for being so honest and after I have given it some thought will be in touch