Care Opinion

My wife's experience

Posted By Disappointted Ayrshire

"My wife's experience"

About: East Ayrshire Community Hospital / Cardiology NHS 24 / NHS 24 (111 service)

(as a relative),

Well where do I start?  It started when I called 111, and  it took 2 hrs to get through. The operator wouldn’t take details about my wife from me, they would only take her details from another woman.

The problem was that my wife's pacemaker got an infection, now let’s talk about the place where she got the infection. You would have thought if you were putting in a pacemaker you would be careful about hygiene,  if you cut out the risk of infection when you are putting in a pacemaker around someone’s heart you would be careful.

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Responses

Response from Laura M, Patient Experience Officer, Nursing and Care, NHS 24 last week
Laura M
Patient Experience Officer, Nursing and Care,
NHS 24

Submitted on 04/03/2025 at 14:28
Published on Care Opinion at 14:28

Dear Disappointted Ayrshire

Thank you for sharing your story on Care Opinion, I understand this would have been a worrying time for you and your wife.

I am replying on behalf of NHS 24. I believe we may have already received your feedback and been in correspondence with you. However, since Care Opinion is anonymous, I cannot be certain. If this is not the case, can I ask you to please contact us directly at patient.experience@nhs24.scot.nhs.uk and we would be pleased to look into this further for you.

Kind Regards

Laura

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Update posted by Disappointted Ayrshire (a relative)

Many of the points I've raised have still to be answered.

With so many unanswered questions I feel the service we had was unacceptable - I still don't know why the call handler only would speak to the care worker. I have been looking after my wife for over 20 years.

Response from Laura M, Patient Experience Officer, Nursing and Care, NHS 24 last week
Laura M
Patient Experience Officer, Nursing and Care,
NHS 24

Submitted on 05/03/2025 at 16:21
Published on Care Opinion at 16:21

Dear Disappointted Ayrshire,

Thank you for your response. We believe we've provided as much information as possible throughout this process, and unfortunately, we're unable to comment further on Care Opinion. We're sorry to hear that you're dissatisfied with the response of the review, but we hope the information we've shared offline will help should you wish to pursue this matter further.

Kind Regards

Laura

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