"Experience at A&E and Home Care Team"

About: Northern General Hospital / Accident and emergency

(as a volunteer/advocate),

Gentleman aged 81 had his right leg give way and couldn't weight bear. He called 111 and an ambulance took him to A&E. He has no complaints about A&E who treated him well and did tests, including an X-ray, that showed he had got a trapped cartilege and a chest infection. He was admitted for a few days.

His complaint is about the Home Care Support Team (HCST). He had been in A&E for about half an hour when a member of the team asked him to walk. He couldn't see the point in this as he was there because he couldn't walk. The HCST said once he was on the ward they would come up to see him to arrange some physio. He had been on the ward for a few hours when the member of the HCST appeared at the door of the ward and waved to him. He saw nobody from that team again. There was no follow up from them and no physio organised.

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Responses

Response from Helen Mulholland, NHS Sheffield Clinical Commissioning Group

Thank you for sharing the experience of 111, Accident and Emergency and the Homecare support team. I am pleased that the service you received from 111 and from the Accident and Emergency Department was good. I hope you have now made a full recovery.

I am sorry that you were so dissatisfied by the service you received from the Home Care Support Team. We will ensure that this feedback is passed onto the team and also contributes to the development of the urgent care strategy in Sheffield.

If you would like to keep up to date with how the CCG is using your feedback, you can do so here

https://www.patientopinion.org.uk/blogposts/399/ell-us-what-you-think-of-sheffields-urgent-ca

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Response from Deborah Hopkinson, Patient Experience Co-ordinator, Sheffield Teaching Hospitals NHS Foundation Trust

Dear Poster I am sorry that the gentleman feels that the team which saw him in A&E did not follow up his care. This team are separate from the ward teams and once the gentleman was admitted to a ward his care and treatment transferred from the team in A&E. We will ensure the A&E team communicate more clearly about their role in A&E to patients and that a different team will see them if they are admitted.

Kind regards

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