Patient Experience - Dressing Changes
Mabel's experience being discharged and needing dressings changed (May 2021)
Problem
On Tuesday, Mabel had an I and D procedure on an abscess on her back on at the infirmary. Upon discharge, Mabel was informed that the wound required dressing and packing of the wound daily.
On Wednesday, Mabel phoned the number given by the ward but could not get an appointment until 8th June – 21 days after discharge.
Mabel contacted her GP and was informed that they don't deal with it.
Mabel then contacted the ward she was discharged from and was told she would have to go to Leigh Walk-in Centre. Mabel lives in Wigan town centre and doesn’t drive, and has no funds to get there.
Mabel was very frustrated at this stage, so she telephoned NHS 111 and was advised to go and sit in A & E every day for a week.
Mabel contacted Healthwatch Wigan and Leigh on Thursday or help.
Solution
HWWL telephoned the booking line to check the procedure for Mabel and availability of appointments. Caller handler explained there were no appointments until 8th June but did call two local clinics to check if patient could be fitted in. This was not possible and HWWL informed Mabel that she would need to contact the GP for a home visit by a District Nurse or attend Leigh Walk in Centre. HWWL explained what Mabel had done so far.
HWWL escalated the problem to the Clinical Manager, District Nurse Treatment Rooms who said he would attempt to get Mabel an appointment for Friday.
Outcome
HWWL received a call Thursday evening offering Mabel an appointment at Boston House treatment room on Friday at 4.15pm which she accepted and thanked HWWL for their help.
Observations
- Discharge – Mabel was discharged with instructions for follow up treatment without clinic availability or personal circumstances checked
- Poor information from the GP practice on what could be arranged with District Nurses
- Home visits – Mabel was informed she could ask the GP to arranged home visit by district nurses
- Information from NHS 111 goes completely against the efforts of the UEC Board when trying to treat patents in the right place at the right time
