A Case study of how our Information service has helped a local resident
Sandra* contacted us regarding her granddaughter, who has a milk allergy, after experiencing repeated difficulties accessing the cow's milk protein allergy re-introduction group. Both scheduled Teams appointments failed due to technical issues, and the family received a letter stating her granddaughter had been discharged for missed appointments, despite the family having contacted the service to explain the situation. Attempts to resolve the issue via PALs initially directed Sandra to contact the clinic directly. The family was understandably frustrated and hesitant to start a new referral if appointments remained online-only.
Sandra consented for Healthwatch to escalate the matter to the Head of Patient Relations at UHCW. The Head of Patient Relations requested PALs to re-investigate the case and follow up with the family directly.
*Name has been changed
Outcomes and Impact achieved
PALs confirmed Sandra’s granddaughter had not been discharged. A telephone appointment was scheduled, ensuring the family could access care in a format that worked for them.
The escalation process resolved a potentially missed care opportunity, improved communication between services and the family, and reinforced the importance of patient advocacy for timely and accessible healthcare.
Thank you for your help and getting it sorted
