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| Watchdog looks at 'confusing' NHS | Watchdog looks at 'confusing' NHS |
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| A finance watchdog is asking NHS patients in Wales to tell them of their experiences in booking emergency GP appointments and using A&E services. | |
| The Wales Audit Office said the system can be complex and "can be confusing". | |
| It will also look at experiences of GP out-of-hours services and the NHS Direct phone-line advice service. | |
| Earlier this week, a coroner in mid Wales found a "systemic failure" after a patient died after trying to call an ambulance and reach her local surgery. | Earlier this week, a coroner in mid Wales found a "systemic failure" after a patient died after trying to call an ambulance and reach her local surgery. |
| Ruth Hedge, 60, died of natural causes at her home in Borth, Ceredigion in April 2007, but her cause of death was "aggravated by neglect" said the coroner. | Ruth Hedge, 60, died of natural causes at her home in Borth, Ceredigion in April 2007, but her cause of death was "aggravated by neglect" said the coroner. |
| There is confusion at the present time, there's no doubt about that Carol Jones, board of Community Health Councils in Wales | |
| Coroner Michael Howells said her death could have been avoided. | Coroner Michael Howells said her death could have been avoided. |
| An ambulance had been stood down because her case was not seen as serious enough but it also emerged she had experiences difficulties in contacting her local surgery and using an out-of-hours service. | An ambulance had been stood down because her case was not seen as serious enough but it also emerged she had experiences difficulties in contacting her local surgery and using an out-of-hours service. |
| Mr Howells said Mrs Hedge would have been "thoroughly confused" after her series of phone calls. | Mr Howells said Mrs Hedge would have been "thoroughly confused" after her series of phone calls. |
| The Wales Audit Office said patients may go to one particular service when it would have been better for them to have gone somewhere else. | The Wales Audit Office said patients may go to one particular service when it would have been better for them to have gone somewhere else. |
| It said it is taking what it calls an "unusual step" in asking for people's help in assessing how easy it is to use emergency health care and also NHS care in the home. | It said it is taking what it calls an "unusual step" in asking for people's help in assessing how easy it is to use emergency health care and also NHS care in the home. |
| Ruth Hedge tried to contact a GP and also called an ambulance before her death | |
| The survey will also look at handover targets in A&E departments. | The survey will also look at handover targets in A&E departments. |
| Although it cannot investigate individual cases, the study team said it is interested in hearing people's views and experiences of so-called "unscheduled care" - such as emergency hospital treatment, or where patients need help to care for themselves at home. | Although it cannot investigate individual cases, the study team said it is interested in hearing people's views and experiences of so-called "unscheduled care" - such as emergency hospital treatment, or where patients need help to care for themselves at home. |
| Auditor general Jeremy Coleman said: "It's actually rather unusual for us to issue a consultation of this kind but what we're looking into is all the various ways in which people can get unscheduled care in the NHS, and there are a great many ways in which unscheduled care arises. | Auditor general Jeremy Coleman said: "It's actually rather unusual for us to issue a consultation of this kind but what we're looking into is all the various ways in which people can get unscheduled care in the NHS, and there are a great many ways in which unscheduled care arises. |
| "We want to hear directly from citizens, the people who experience it, what it's like, good experiences and some less good experiences. | "We want to hear directly from citizens, the people who experience it, what it's like, good experiences and some less good experiences. |
| "This will help us design a study which we hope will lead to big improvements in the way unscheduled care operates in Wales." | "This will help us design a study which we hope will lead to big improvements in the way unscheduled care operates in Wales." |
| Carol Jones, director of the board of community health councils in Wales, said she believed there were "too many points of contact" between patients and the health service. | Carol Jones, director of the board of community health councils in Wales, said she believed there were "too many points of contact" between patients and the health service. |
| "The Welsh assembly government and public health department need to work together to look at how the members of the public can learn what they need to do to get either a GP appointment or when it's appropriate to phone for an ambulance. | "The Welsh assembly government and public health department need to work together to look at how the members of the public can learn what they need to do to get either a GP appointment or when it's appropriate to phone for an ambulance. |
| "There is confusion at the present time, there's no doubt about that." | "There is confusion at the present time, there's no doubt about that." |
| Patient experiences will form part of a study to assess where bottlenecks and problems are occurring and to make improvements. | Patient experiences will form part of a study to assess where bottlenecks and problems are occurring and to make improvements. |
| The audit office also wants ideas on how the current system could be improved. | The audit office also wants ideas on how the current system could be improved. |
| It is asking people to contact them with their views by filling in an online Unscheduled Care questionnaire or by calling through on 029 2032 0610. | It is asking people to contact them with their views by filling in an online Unscheduled Care questionnaire or by calling through on 029 2032 0610. |
| What are your experiences of using NHS doctors or A&E services in an emergency? Have you ever found any confusion or complications? Let us know and we will publish a selection of your comments. | |
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