"Inadequate Service"

About: Locala Community Partnerships CIC / District nursing

(as a relative),

The District nurses were to visit my wife at 9: 30 pm. I kept contacting the Single point of access. Each time I got fobbed off with the excuse that they were delayed and running behind schedule. I rang again at 11: 30 pm and got the same response. I then rang at 12: 15 am by now I was getting tired and fed up of not getting a proper answer. I then went to bed at 12: 45 am and still nobody came.

The plan was, and our GP liased with the Nursing team, that our carer would take the dressings off my wife’s legs and apply some treatment cream and then the nurses had agreed to come and re dress the legs and the carers would then come the following morning and strip wash the cream from my wife’s legs and have the nurses come and re dress the legs.

My wife is in pain now because her leg ulcers are not being properly protected.

I myself have had very little sleep. I am far from happy with the service or lack of the service.

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Responses

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

johnboy412000,

Thank you for taking the time to post your comments on Patient Opinion and I apologise for the delay in providing a response.

While there are occasions when unforeseen situations cause the nursing teams to be delayed, the situation you describe falls below the standards of service we would wish to deliver to patients and I offer my apologies to both yourself and your wife. It must have been frustrating and a time of concern for you both.

When things go wrong we would like the opportunity to investigate events further to see what happened (and why) and to see if we can learn any lessons for future patient care. We would also be keen to learn whether you have had similar experiences since your posting.

If you would like us to investigate further, please could you contact my colleagues in our Customer Liaison Team. They can be rung on 0303 003 4529 followed by 'Option 1' or emailed at enquiry@locala.org.uk.

In the meantime I would again offer my apologies for the experience you describe and standard of service received.

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Update posted by johnboy412000 (a relative)

Thank you for your reply to my post. Everything seems to be fine now since i wrote my post. The nurses now attend as near to our requested time as possible.