"A 90yr.old man with severe Constipation at night/weekend"

About: Forth Valley Community Services NHS 24 / NHS 24 (111 service)

(as a relative),

90yr. old on toilet 8pm. constipated, goes back to bed, 8. 30P. M. I administer a glycerol Suppository in back passage, and again 9p. m. did not work. Phone 111 at 11p. m. whilst he is screaming, 20 mins of questions, like blue lips, answer No. etc. etc. not emergency wait up to 4hours. 2A. M. Two staff arrive, by which time 90yr. old is cursing and swearing. Staff refuse to treat him.  Explain he has Dementia, so they go back and give him enema brutal with him screaming, then warn there will be a trail of mess to bathroom, and leave. It did not work, nothing, phone 111 about 3-30 Talk to advisor dr. Resort to pulling out block in back passage myself by hand, which gives some ease, Doctor rings at 4-30a. m. to check, nothing, at 6a. m. he gets up, and gets a neighbour to phone the police, who arrive at 6-30A. M. I phone 111 again get put on to local staff who arrives at 11A. M. administered 2 micralax enema, which worked right away. That took from 8pm till 11am to do a poo! 

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Responses

Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear twingo

Thank you for sharing this story. I understand that this would have been distressing for the patient and for you.

I am keen to review the contact which was made with NHS 24 to establish if there is anything we could have done differently. From reading the detail you have logged, it appears that on each call to our service your relative's care was referred to the out of hours service at NHS Forth Valley.

I also note your comment in relation to questions asked by NHS 24. I am sorry this caused any additional distress. As NHS 24 clinical staff do not have the benefit of face to face assessment of their patients, questions are necessary to establish the best way to manage patient care. I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk should you wish to contact me further.

I do wish you and your relative well.

With kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Pauline Marland, Person Centred Patient Experience Coordinator, Department of Nursing, NHS Forth Valley

Dear Twingo

Thank you for taking the time to share your experience, I can only begin to imagine how difficult and distressing this must have been for you both.

I would really like to be able to discuss your experience and look at what we can do to offer support should this happen again. I wondered if you would give me a call, or email me your details to enable me to get in touch with you. My contact details are telephone; 01324 566523 or alternatively you can email me on p.marland@nhs.net

I look forward to hearing from you and hope that both you and your relative are well.

Kindest regards

Pauline Marland

Person Centred Patient Experience Coordinator

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