Key issues/Summary of Issues December 2015

INFORMATION SHARING AND REPORTING

Main Source of Information: Patients, carers and public contacting Healthwatch Lincolnshire to report comments, concerns, compliments and complaints for health and care services. Timescale: A total of 110 health and care experiences were shared. 55 were formally reported to us and a further 55 via our feedback centre. The period relates to 1st – 31st December 2015.

Breakdown of Themes by Area

Healthwatch Lincolnshire

Unit 12, 1 – 2 North End

Swineshead

BOSTON PE20 3LR

Tel: 01205 820892

Email: info@healthwatchlincolnshire.co.uk

www.healthwatchlincolnshire.co.uk

Top Topics in the East

1 GPs

2 Hospital

3 Prosthetics

Top Topics in the West

1 Hospital

2 Homecare

3 NSL

4 Dental

Top Topics in the South

1 Hospital

Top Topics in the South-West

1 GPs

2 Hospital

3 Mental Health

4 Death Certificates

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December 2015 overview of experiences

Top Subject Themes

1. Quality of Service.

2. Quality of Care.

3. Access.

4. Communication.

5. Cancer.

6. Care Packages.

Top Medical Themes

1. Hospitals. 2. GPs 3. Homecare. 4. NSL. 5. Mental Health.

Comments Received throughout

December 2015

Informal Complaint - 3 (6%)

General Comments - 40 (75%)

Signposting - 6 (11%)

Compliments - 4 (8%)

Last month (December

2015) we received a

total of 110 comments

regarding health and

social care in

Lincolnshire

0

200

400

600

800

1000

SEPT OCT N OV DEC

Feedback Centre & Patient Feedback

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From the patient, carer and user experiences shared with Healthwatch Lincolnshire during December some of the main areas of concern include:

Medical notes – issues with missing notes resulting in gaps during patient consultation appointments at ULHT

Communications – patients unsure about procedures, medications and at times needing extra support which cannot be offered due to lack of staff resources

Inequality of service – we were surprised to hear of the practice at a deaf clinic which was to call out patient’s names when it is their appointment time and feel this should be addressed with immediate effect.

Patient transport – continues to be an issue leaving some patients to miss appointments due to late transport arrivals and some disparity with the criteria applied to patient’s access to NSL.

Temporary residents – for several months we have been receiving a significant number of concerns with regards to the impact of temporary residents on our health and care services in the county. Concerns have been raised that residents who live in their ‘holiday’ caravans for around 10 months of the year are not formally registering with a GP, but due to the high level of retired older people who are temporary residents they are requiring the support of many of our local health services. Healthwatch Lincolnshire feel there is much work to be done to reassure the wider Lincolnshire residents (particularly those permanently living in the East) of any work that is being undertaken to address this issue.

Key issues/Summary of Issues December 2015

1 Star 3 5.45% 55

2 Star 2 3.64%

3 Star 4 7.27%

4 Star 13 23.64%

5 Star 33 60.00%

Staff AttitudesWaiting

Times

Quality of

Care

Dignity &

Respect

Involvement in

DecisionsEnvironment

Treatment

Explanation

Care Homes 4 3.7 4.2 4.2 4 4.3 4.2

Dentists 4.1 3.5 4.3 4.5 4.1 4.4 4.3

Doctors/GPs 4.3 3.8 4.4 4.4 4.4 4.4 4.5

Hospitals 4.6 4.1 4.6 4.7 4.7 4.7 4.7

Comments

receivedRecommended

Not

Recommended

Average Star

Rating (5

High, 1 Low)

Comments

receivedRecommended

Not

Recommended

Average Star

Rating (5

High, 1 Low)

Comments

receivedRecommended

Not

Recommended

Average Star

Rating (5

High, 1 Low)

Trend Graph (%

Recommended Sept-

Nov)

Care Homes 5 60% 40% 4.4 3 67% 33% 3.7 5 80% 20% 4.2

Community Based N/A N/A N/A N/A N/A N/A N/A N/A 1 100% 0% 5

Dentist 13 85% 0% 4.6 4 75% 25% 4.25 5 60% 0% 3.8

Doctors/GP 363 92.00% 3.90% 4.4 75 97.30% 2.70% 4.5 24 87.50% 8.30% 4.3

Emergency Care 22 86.40% 9.10% 4.4 N/A N/A N/A N/A N/A N/A N/A N/A

Hospitals 133 80.00% 8% 4.4 23 87.00% 13% 4.7 15 93.30% 7% 4.7

Mental Health 4 50% 50% 4.3 4 0% 100% 1 N/A 0% 100% 1

Opticians 5 60% 20% 4.4 N/A N/A N/A N/A 2 50% 50% 3.5

Other 4 50% 25% 4.3 1 100% 0% 1 1 100% 0% 5

Pharmacy's 2 50% 0% 4 2 100% 0% 4 1 100% 0% 5

Social Care 2 0% 100% 1.5 3 0% 100% 1 1 0% 100% 1

Total 553 115 55

60% 80%

Chart depicting ratings

October November December

During the month of December we received 55 reviews

into our feedback centre.

To the left we have included a breakdown of only those services with 5 or more comments.

Below is an overview of all the comments received over the last three months. This includes the percentage of

people who would or would not recommend the services and the average Star ratings for that service

Key issues/Summary of Issues December 2015

Theme: Adult Care and Carers CCG Area

Number/Type of Item Reported

Details

East x 2 2 x General Comment

General Comments. 1. Meadow Edge Care Home Comments in relation to no Activities Co-ordinator, they left and haven't been replaced. No activities seem to be taking place for the residents internally or externally. HWL would like to ask on behalf of residents if the home intends to replace the Activities Co-ordinator and what measures are being taken in the interim to support resident’s cognitive and physical wellbeing? 2. Contact made via Lincolnshire Health representative. Son of an elderly Lincolnshire resident, has been discharged from a care home after a hospital stay. Mother cannot get out of bed on her own, in constant pain and cannot get around the house. Son feels she should be in hospital and not at home, is due to leave to work overseas in a few days and is worried to leave her on her own. Feels the GP is not listening and wants her to have an assessment. Does have health care workers once a day but feels this is not enough and that the carers do a good job but it’s not up to them to sort out the assessment. HWL - contacted East CCG Neighbourhood team to see if they could assist.

West x 5 4 x General Comment 1 x Informal Complaint

General Comments. 1. Patient with long standing condition and rare genetic disorder mentioned that they had previously received home care once a day however patient could not afford to carry on with this service as the payments were £28 per week. Patient cancelled the service but has still been invoiced for care not carried out. Would also like to have a personal budget rather than what they are currently on. – HWL – sent information on personal Budgets. 2. Husband requested assistance as wife was in respite care after hospital admission, should have been only 2 weeks however still in the home after 3 months. HWL - contacted social services. Assessment now taken place and care package to be arranged to go home in new year. 3. Air Liquide Home Care. Patient contacted Air Liquide Home Care to order oxygen on a Saturday. Requested that a delivery could be arranged for the following Tuesday before a certain time as the patient attends a group in the hospital. Oxygen did not arrive until after the stipulated time so they were unable to attend the group - who only meet once a month. 4. Family Member asked advice on how to finish with Carewatch Home Care as they were not performing as well as the previous home care company had done. Wife suffers with Dementia and needs routine, the Carewatch carers (although nice) were not turning up when they should, so to keep the routine the family were doing the personal care, food and medications etc so the carers when they arrived had little to do and yet still getting paid in full. Family sorting out direct payments so they can sort private carers and hopefully pay the original carers before the new company came in to force.

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Informal Complaint. 1. West Dean Residential Home - Lincoln Resident feels that their mental health care plan had collapsed. No access to psychiatrist, dentists, community psychiatric nurse and no care co-ordinator, no key worker as it stands at the moment. HWL – Would like to ask for assurance from West Dene and LPFT that all residents within West Dene have the appropriate services in place, and where they do not what the challenges are and what action is being taken.

Theme - Acute Hospitals: ULHT

CCG Area Number/Type of Item

Reported

Details

East x 6 6 x General Comments

General Comments:- Pilgrim Hospital 1. Pilgrim Hospital - Ward 5a Nursing staff very good, consultants were undecided what to do. The first one said he was an under Consultant and suggested the patient needed Upper GI. Another consultant thought it was a stone in gall bladder and that it would be the GP who would need to sort out a full body scan, on speaking with the GP it seems the hospital should do that. Patient uncertain what happens next - as everyone seems to contradict each other. 2. Pilgrim Hospital - Rheumatology Appointment with rheumatology August 2015 informed to take pain killers and come back in 6 months still had no appointment through. HWL: would like to ask if there are any issues related to follow up appointments in Rheumatology or any other department and what ULHT would recommend patients to do, for example call the follow-up appointment phone line? 3. Boston and Lincoln Hospital parking. Patient noticed on different dates to the hospital that the parking information signs state that a season ticket could be arranged. The signs were very small and not easily seen. Boston and Lincoln Hospital parking. Patient noticed that a season ticket could be arranged. The signs were very small and not easily seen. HWL asks that if this facility is available to patients if it could be made more visible. 4. Pilgrim Hospital, Patient commented the hospital visit was a bad experience. As an in-patient but worse as an out-patient, Consultant did not even look up from his notes, after a 2 hour wait to see him. No after care once discharged. Patient stated they would not recommend health service to anyone, but have no choice but to use it. Did not leave details as they felt it would be used against them. HWL - how can they ensure patients do not feel this way? 5. Pilgrim Hospital (1). Patient discharged from A&E at 3am in the morning, they had been taken to the hospital by ambulance, didn't have any money to get home and no transport. (2). Many of the nurses on ward seem to be very busy doing 'nothing' a patient commented on a recent admission. Why are patients told they can go home when letters/prescriptions/transport has not been

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arranged in advance? No-one seems to be co-ordinating this. If you arrange for relative to come collect you they end waiting hours for the patient as things are not co-ordinated. (3). On a recent visit to the hospital a patient noticed that only a small proportion of their medical notes were available to the Consultant. The Consultant seemed a bit troubled by this as he wanted to refer back over the patients notes. Patient asked is this normal practice that the notes are reduced? Patient was attending Cardiology. (4). Patient commented that on the last 4 visits their medical notes had not been available at the clinic, including heart checks, the Consultant made the patient aware that the notes were missing - what processes are followed when patient notes are missing for patient confidentiality? No further details given for these patients 6. Pilgrim Hospital Patient commented they felt the health service is dis-jointed this is due to the recent visit to Pilgrim Hospital respiratory department. It was noted that the patient had very high Blood pressure and the Consultant informed them to go to their GP for further investigations. It was also commented that their medications would need changing and blood tests would be required. All these they were informed to go back to their GP to do. Patient would like to know, why, when you are in a Hospital setting can't these be sorted there and then, rather than have to go back to the GP

West x 5 4 x General Comments 1 x Compliment

General Comments:-

Lincoln County Hospital 1. Escalated Patient contacted Healthwatch as they have been diagnosed with cancer at Royal Marsden Hospital in London referred to Lincoln County Hospital and seen in November. London Hospital informed the patient that there is a time limit to start Chemo of preferably 2 weeks to get the best outcome. It is now December and patient not heard anything about an appointment to start Chemo feels they have been left in limbo. HWL - contacted ULHT - given a date for his consent appointment and start date for his Chemotherapy, update from patient, starting Chemo mid Dec.15. HWL asks on behalf of patient why the patient was not contacted and treatment not started within the 2 week timescale? 2. Branston Ward - lack of communication, Impressed with care at clinic in Breast Ward. So felt confident to go with NHS rather than privately. But not good experience, wasn't lack of staff but they were chatting amongst themselves. Have to go back again so not looking forward to being there, however know what to expect this time. Patient needs to return but is feeling hesitant. No further details given 3. Oncology Not enough staff for the unit and unit not big enough. Staff do not have time to sit and talk to patients. The treatment explained at the beginning but not reinforced as treatment goes on. Too much to take in just on first visit. Have waited over 2 hours to see the Consultant for a 2 minute visit. Patients kept waiting for 2 hours

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Theme: Specific Issues Relating to Patients Living in CCG Areas

CCG Area Number/Type of Item

Reported Details

All CCGs x 1 1 x General Comments

General Comments.

1. Patient asked why dentists can de-register patients when they miss a number of appointments but GPs can’t.

East CCG x 3

3 x General Comments

General Comments. 1. North Sea Camp (1). Prison has rule about adding numbers to phone cards which takes about 2 weeks. In mate asked "Why can Healthwatch not be added automatically as are Samaritans, Prison Advice Service, etc". (2). Arrived at North Sea Camp in July and already had broken tooth. Registered for dental support, didn't see dentist till October. Saw dental triage nurse before seeing dentist as emergency. Dentist then ground down edges of teeth - did not have check-up. Dentist said they can only do what prison has told them to do. Small piece of tooth has broken off since and now awaiting further dental triage.

before beginning chemotherapy treatment. Then kept waiting at the end of treatment for tablets to take home. Patient wasn't allowed to have anyone sat with them for support. Information doesn't seem to get between consultant, chemotherapy unit and the GP. HWL asks if patients are able to have someone present with them for support and whether there are any circumstances where this wouldn’t be possible and is this explained clearly to patients? 4. Patient listed as partially sighted by the hospital, a representative from the hospital visited their home to see if there was anything that the patient required that could help (May 2015). It was suggested that a large magnifying glass would enable them to read materials better. To date they have not heard anything. Patient is concerned who is involved in their treatment and support as unsure if they are from the hospital? Compliments. 1. Lincoln County Hospital Stoma & Colorectal Nursing Team, very pleasant and helpful, always polite. Went in for 3-4 weeks during 2015 and found them to be very good.

All Areas x 1

1 x General Comments

1. Care worker who supports a deaf client commented that when accompanying them to a hospital appointment the person's name is called out. They are deaf, the hospital has been made aware of this but they still insist on calling the name out. Similarly health professionals will ring and ask to speak to the client when on their records it clearly states the patient is deaf. HWL asks: This appears to be an unusual practice for a deaf clinic to have in place for their deaf patients? Has the Trust considered the impact and inequalities such a practice has on deaf people?

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(3). Optician visited and provided excellent service. Thorough eye test and measure for glasses. Listened and answered questions. (4). Man said he had never had such quality treatment even when he paid privately. Received acupuncture to spine. (5). Healthcare centre is referred to as Offender Health which prisoner finds degrading and alienates people, which in turn may prevent them from attending to routine issues.

2. Resident commented that they are in their mid- 80s and like a lot of people feel they are invisible. They are notified when they need a blood test or annual flu vaccination otherwise there are no general check-ups or even an opportunity to just discuss minor issues. Patient commented that "I have a named GP but am told I may see any of the doctors in the practice. So, why be allocated to a specific doctor - he hasn't asked for an initial consultation to get to know me, he is a complete stranger to me." 3. If residents live for 10 months in a caravan is this not classed as a permanent home? How long can you stay somewhere before you are not classed as a temporary resident? HWL has received a significant number of comments in relation to the impact and cost of temporary residents on Lincolnshire health and care services and would like to know what actions are in place to address this issue?

South West CCG x 1

1 x General Comment

General Comments.

Patient admitted from Grantham Hospital to care home in Bourne.

No death cert issued upon death 2 days after arrival at the Care

Home.

SW CCG are happy to look into this case specifically and identify the

issues relating to the detail, which we would not be able to obtain.

However we should understand what learning has come from this

issue being raised.

South CCG x 1

(signposting only)

Signposting

Patient requested advice as a long distance lorry driver had a bad

cough and chest infection which required antibiotics but did not want

to go to the GP, would like to have antibiotics but not see GP as they

had been informed of other patients getting this.

HWL - informed the patient unfortunately this is not usual they

would need to see a GP. Patient took information on board.

Theme – Patient Transport: Non-Emergency NSL

CCG Area Number/Type of Item

Reported Details

East x 1 1 x General Comments

General Comments. 1. NSL (1). Patient experienced difficulty getting hospital transport to Pilgrim Hospital. Often their appointments are missed as transport arrives late to pick them up for the routine appointments. Often they are told they cannot bring their carer with them in the transport that is sent out. (2). Cancer patient has been attending Pilgrim hospital weekly for the last 10 months for treatment, a few visits ago NSL informed the

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patient they were not entitled to transport even though still undergoing treatment. Patient had to pay for the transport themselves as they didn't want to miss out on treatment at £46 per visit. Mentioned this to the Consultant, who was furious and spoke to NSL where upon the transport was re-instated, patient would like a re-imbursement. No further information given.

West x 3

1 x General Comment

2 x Signposting

General Comment. NSL Patient required transport from Lincoln County Hospital after an operation. Patient commented on collection they were left out in the rain whilst the driver tried to open the door, which seemed to take ages. Was cold and felt this was a very unfriendly service. Dropped at the front door and left didn't see patient into the house. Signposting Comments. 1. NSL Family member contacted HWL as their Mother has an eye hospital appointment in Lincoln and has no way to get there. She struggles with getting in and out of cars, uses a walking aid and on the letter from the hospital it states should not drive. Patient suffers with Glaucoma and cataracts and requires eye drops at the appointment. Has breathlessness and has been refused NSL transport. HWL - contacted NSL to see if anything could be done 2. Lincoln resident required transport to a hospital appointment in Boston for Sleep Apnoea, had been in contact with NSL and was refused. HWL - contacted NSL however patient was still refused.

Theme – Community Health Services: LCHS

CCG Area Number/Type of Item

Reported Details

East x 2 1 x General Comment 1 x Compliment

General Comment. District Nurses. A patient’s carer comment that visiting districted nurses seemed obsessed with pressure cushions and possible bed sores, this has never been a problem. Carer said they could not fault the general people skills of the nurses but for long enough now the service has been ‘under-manned and under-funded’. These ladies are pushed to the limit. Compliment. Louth Hospital Urology team in Louth are amazing patient feels they go the extra mile, are patient focused and patient feels looked after by the team.

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Theme: Primary Care Providers – Dental/GPs/Opticians/ Pharmacy

CCG Area Number/Type of Item

Reported Details

East x 10 8 x General Comments

(1 x Pharmacy/1 x

Optician/6 x GP

Surgeries)

2 x Compliments

General Comments. 1. Kirton Medical Practice Patient stated they were very disappointed in the treatment, doctors cannot decide on a diagnosis. Patient was told that two appointments would be made at the hospital, however after a subsequent appointment with another GP and found no appointments had been made. The second GP said they would organise the appointments but the patient has still heard nothing. 2. Coningsby Surgery Patients commented that when they are being referred via choose and book, they are not asked where they would like to attend. They are puzzled as to why the appointment arrives on choose and book form yet no choice has been given. HWL - on behalf of patients we are interested to receive feedback from the surgery as to the use of Choose and Book by GP's and what information/support is given to patients to help them understand NHS patient choice. (HWL completed a project in May 2015 on behalf of East CCG which looked into the use of Choose and Book by GP’s in East Lincolnshire, a report of the findings is available). 3. Beacon Medical Practice (1). Patients expressed difficulty in getting appointments. Residents walk down to surgery and book in person as they cannot seem to get through on the phone. (2). Patients asking why temporary residents are not encouraged to register with the practice, rather than to stay as a temporary resident with the practice. (3). Does the surgery get extra monies for temporary residents. Or do they claim back from another trust to cover? (4). Older patients are not being called for their annual checks by the surgery. What should patients expect to happen at the annual reviews? 4. Beacon Medical Practice Patient was referred for physiotherapy by GP. GP had letter for 2 months but did not book physio, patient chased this and another 6 weeks went by, patient in pain and on constant pain killers. Patient feels there is a lack of care at surgery. Patient also commented that they use Out of Hours service as they are not able to get an appointment at the practice. 5. Marisco Medical Practice (1). When a patient needs an appointment it is easier to go in person before 8am and queue up outside, you can usually get an appointment the same day that way. (2). Previously the surgery would have Doctors from Grimsby training at the surgery. Does this still happen? It used to reduce the waiting times for patients and also offer valuable training for medical conditions. (3). Many patients voiced opinions on temporary residents. (4). Patient recently needed a repeat prescription as it was near their review they could not do this online. Patient fully appreciated this however they were informed they would need to make an appointment for this review and couldn't get an appointment for 3

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weeks which would leave them without medication for 2 weeks. Physically went into the surgery to see if they could book an appointment and eventually got one for the following day. (5). Patient unwell, phoned the surgery and was told to go to Louth Hospital as it was a training day at the surgery. Was then transferred to Pilgrim Hospital where it transpired the patient had suffered with a stroke. (6). Patient required alteration of medication from tablets to patches, waiting for the GP to sign off so has been without medication for 5 days. (7). At an annual review with Nurse the patient was over an hour late going in and when they did see the nurse it felt very rushed, only blood pressure taken, the patient wanted to ask some questions but felt unable to. Patient asked what is included in the annual check usually. (8). Is the surgery actively going to educate patients about when they need to see a Doctor and when they should see a Nurse? It seems many patient still insist on seeing a GP when a Nurse is quite capable of sorting out some of the medical needs. (9). Patient required an urgent appointment to see GP however unable to be seen by the GP for 3 weeks but could get an appointment to see the Nurse. Patient very happy with seeing the Nurse as they did treat the problem and was reassured. From now on will be more than happy to see the Nurse in future should the need arise. (10). Patient required physiotherapy after recent operation, GP chased this up and the patient was told that they have been referred and should receive appointment. Been waiting for 3 months now and still nothing. 6. Old Leake Surgery (1). Young daughter unwell with fever/high temperature. Called surgery where they were informed that a Doctor would pay a home visit on their rounds. Waited for over 4 hours then received a call from the surgery stating the GP would not be paying a home visit and would they bring daughter into the surgery. Had to walk daughter to the surgery as no vehicle, arrived at the surgery and had to wait for at least an hour to be seen. (2). Patients commented there always seem to be a long wait when they arrive for a specific appointment time. No information is given to the patients to keep them updated. (3). Patient arrived 5 minutes late for an appointment and was told to go away and book another appointment, yet they heard other patients saying they had been waiting over an hour to see the GP so far. Patient asked – “How come if a patient is running late they are turned away but if the GPs are running late nothing is done about it”. 7. Opticians Patient commented their new glasses were supplied with incorrect prescription. Lenses were replaced but now the close vision does not seem correct - it has taken a while for me to get used to them and I suppose this to be the reason...reluctant to return to opticians and would like some guidance. HWL - suggested putting comment in writing to the Optician and gave the NHS Complaints procedure

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8. Boots - Woodhall Spa One very pleasant sales person, 2 people in dispensary at 4.45pm it took over 30 minutes for 1 packet of tablets to be dispensed. Compliments. 1. Tasburgh Lodge Various patients commented that the new over 75 initiative seems to be a good plan. 2. Tasburgh Lodge Praise for Doctors and staff for the care and kindness shown to them during the last days of family member’s life.

South West x 4

4 x General Comments General Comments. 1. Ruskington GP and The Willows

Gentleman having difficulties due to mental health problems.

Benefits have been stopped, has no money and feels he is getting no

support from anywhere, particularly The Willows and Ruskington GP.

Extremely agitated and angry.

2. Sleaford Medical Group,

Tried to use out of hours on a Saturday arrived around 5.30pm after

being told by 111 to go. Staff were obviously getting ready to go out

so patient was informed they wouldn't be seen. However on using

this service again during the week was a different experience, seen

within 5 minutes of arriving, Doctor was lovely, quick diagnosis and

medication from pharmacy. It’s a shame the same service wasn't

offered on the Saturday.

3. New Springwells Practice

Hand Sanitiser use - Patient commented that all nursing staff should

automatically be seen to use sanitiser on their hands on entering

medical premises, why is this not standard practice.

HWL would like to ask what the protocols are within the practice

for using hand sanitiser.

4. St Johns Medical Centre - Grantham

Patient informed by Hospital Consultant to go to their GP as

medications needed changing, informed by the surgery that this

could take up to 2 weeks for this to happen - why 2 weeks?

Also needed blood tests and BP checking, no appointments were

available on-line or via phone.

West x 1

1 x Informal Complaint Informal Complaint.

Lincoln Dental Care Patient had quite a traumatic experience at the dental practice. Patient in pain was given injection and pain killers over a 2 week period. This did not work so the tooth was to be extracted. On the day of extraction the dentist commented that the only thing left in were the roots and they would fall out in due course. Patient still in pain, was referred to Sheffield Hospital where an x-ray was taken, this showed that only half the tooth was extracted and not the full tooth. Patient now has to go back to the hospital again to get the rest of the tooth taken out. Patient does not wish this to happen to anyone else and would like reimbursing for the fees paid for the extraction.

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Theme: Signposting

CCG Area Number/Type of Item

Reported Details

East x 2 South x 1

Signposting - East.

1. Resident requested information on VCS as grand-daughter with Learning Disabilities has an appointment at Leicester Royal Infirmary. HWL - gave contact details for voluntary car scheme in their area 2. Parent of autistic son wished to have DVLA assessment 1 so son can go flying with ATC, however the GP surgery would not complete the recommended paperwork. South. Husband suffers with numerous health problems, family have tried various organisations for help and no-one seems to return their calls. District Nurse mentioned they couldn't help as social services were involved. Does not know where to turn now. HWL - contacted the family member and social services are now in place and assisting with equipment as and where necessary.

Theme: Out of Area

CCG Area Number/Type of Item

Reported Details

Nottingham City

Hospital x 2

Comments (2 separate

residents of East

Lincolnshire)

General Comments. 1. Nottingham City Hospital Patient saw consultant re new prosthetic leg. Waited 6 weeks after assessment for fitting, although told it would be 2 weeks. New prosthetic was uncomfortable but felt he was dismissed by prosthetist and no follow ups arranged. Asked to take old prosthetic with him at next appointment - was told a new socket would be put on old prosthetic and new one would have some adjustments. After this appointment it was still not comfortable. Told by Derby limb centre that it was obsolete but unable to do anything without referral from Nottingham. Further appointment at Nottingham in October - told another socket would be made and was picked up in November - still feels uncomfortable and they had no knowledge of original limb being altered. Patient resides in the East of Lincolnshire. 2. Prosthetics - Nottingham City Hospital First consultation with specialist went well. At fitting appointment felt specialist was very dismissive. Modern fitting which includes wearing gel sock which on one occasion was pierced during adjustments and hole is getting bigger making limb more uncomfortable. Limb does not fit well and makes noises and pinches nerve. Nurse at North Sea Camp investigated and made further appointments but still feels it

15

doesn't fit correctly. Gentleman is physically active and uses gym regularly but now feels his quality of life is being affected because of this limb. Healthcare are working on getting him an appointment when he is on home leave at a local hospital, Patient resides in the East of Lincolnshire.

Peterborough City

Hospital/Stamford

Hospital.

1 x General Comment

1 x Informal Complaint

General Comment. Stamford Hospital - Mobile MRI Scanner Patient had a scan date for the 17th December with the mobile scanner unit, on arrival they found the radiologist quite rude and abrupt. Patient in a wheelchair and was asked if they could walk, patient commented that they couldn’t do any distance, however they could use crutches if needed to get up the stairs. This was dismissed with a NO they would have to use the rail to hold onto - yet next to the patient was a lift why wasn't this given as an option? Returned to the waiting area hot and stressed as to how they had been treated in the unit, firstly they had struggled with NO walking sticks up the stairs, which inflicted even more pain in knees, had never been in a M.R.I. machine before, was then informed to put some ear muffs on that were provided in a way that they should have known! On getting knees into position the patient did say that it was painful and uncomfortable and was told we'll see - you can press the button if required!!! The patient fully understands that their knees needed to be in certain position, a little more understanding would have helped! During the 40 minutes in the unit it was noticed not one word said between the two people carrying out the tests, maybe they had a problem with one another but this did not lend itself to a pleasant atmosphere for the patient. Informal Complaint. Peterborough City Hospital Family member admitted by ambulance to the hospital after a fall. Once placed on the ward DNR was placed on patient records without the families’ knowledge or the next of kin being informed. Next of kin notified the nurse on duty that this was an error and should be removed, it clearly states in the patient care plan 'for resuscitation', nurse commented they could not take off it would need to be a Doctor. This happened repeatedly the family member would like to know why this is and is there a policy in place to prevent this happening to someone else? HWL - this is the 2nd patient experience of this type is there a policy in place regarding DNR? Does the Trust believe that relatives should be made aware both of the fact that DNR has been placed on the patient’s records and the reasons why the Doctor has made this decision? Whose choice is it to place a DNR?