"a blood clot in my leg (DVT)"

About: Addenbrooke's Hospital / Cardiology Cambridgeshire PCT / Emergency GP out of hours service

(as the patient),

What was good:

- after I was re-measured, I was really upset that I could not get help from hospital; but my GP got me access to the correct sized RAL class 2 stockings to help me avoid post thrombosis syndrome.

- my physio returned my telephone call to give me new exercises when I got stressed about my walking not improving.

- Until December 2012, my GP had a superb computer booking system that allowed patients to book online. And view appointments online. It was invaluable throughout the INR testing.

- The convenience and ease in that INR testing could be done through my GP surgery, rather than needing to visit Addenbrookes.

What could have been done better:

- A and E or my GP or CamDoc could have taken my symptoms seriously, and helped me get an earlier (DVT) diagnosis. I was in a lot of pain, for a five-week period. And my leg was swollen and useless for months, possibly as a result of the delay in getting access to warfarin treatment.

- Addenbrookes Thrombosis Treatment Team/Anti-Coagulation Team could have given me access to a DVT Consultant, or someone that could examine my leg, explain my DVT and help advise what was stopping me walking. My leg was swollen, cold, bent, and I could not move my toes.

- Other than the first ten days when I was visiting the TTT and could ask the nurses questions (they just told me that everyone was different, and some people can't walk, and when I mentioned chest pains and my other leg also being swollen and hurting, they told me it was unlikely I had another clot and failed to help me), I had no access to care/advise during my three months on warfarin and that made the whole process a lot more stressful than it needed to be.

- Addenbrookes could have had a DVT Consultant talk to me, and discuss my treatment, and concerns, before sending out a standard letter to take me off warfarin, without any interaction with me over a period of months.

- My walking got worse after I discontinued warfarin, and I had no contact to seek help, guidance or advice.

- Bupa could have communicated promptly with the Thrombosis Treatment Team to make sure that I got access to the treatment that I needed.

- My GP could have liaised with me regularly, and kindly. Rather than initially shouting at me, then at subsequent appointments watching the clock during appointments, and at another appointment suggesting taking away an MSK referral when the nurse insisted that I see a GP for chest pain.

- My GP could have retained their - superb - online booking system, after the December 2012 computer upgrade.

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Response from Lee Bennett, Head of Patient Liaison, Cambridge University Hospitals NHS Foundation Trust

Thank you for your comments. It's clear that you have already been through the complaints process and continue to liaise with PALS.

If you would like me to post details of our investigation on this site then please comment again and I will happily do so.

I do hope that you are finding the support from PALS beneficial.

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Response from Addenbrooke's Hospital

Thank you for your comments. We believe we have corresponded with you via the formal complaints process but due to the stage of the process do not feel it would be appropriate to comment further. You are of course able to include any details of our response on this page should you so wish. With kind regards and best wishes for the future.

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