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"months to wait for urgent care"

About: Altnagelvin Area Hospital / Cardiology Altnagelvin Area Hospital / Pharmacy Cardiology / Ward 44 Northern General Hospital / Cardiology Northern Ireland Ambulance Service / Patient care services South West Acute Hospital / Cardiac unit South West Acute Hospital / Day procedures unit (DPU) South West Acute Hospital / Pre-op assessment

(as the patient),

I was in my late seventies when, in Sheffield, on Boxing Day, 2024, I became ill and was taken by ambulance to North Sheffield Hospital where I was diagnosed as having Angina and probably needed to have a stent inserted.

As instructed by Sheffield Hospital, as soon as I was back in Enniskillen, I attended my GP, and through him the cardiac unit in the South Western Acute Hospital where the original diagnosis was confirmed.  All of  this was first class.
Subsequently I received a letter from Altnagelvin Hospital giving a date for an "urgent procedure": six weeks into the future! On the Sunday afternoon before the Monday when I was to have the "urgent procedure" Altnagelvin Hospital rang me to cancel it.
One might reasonably think that Altnagelvin should have given me a new date a.s.a.p. No.  I was given a new date a further six weeks into the future.
And it  was cancelled! It was now nearly four months since the initial diagnosis and nothing had been done.
Consequently, I was in the South West Acute Hospital taking up a bed for two weeks; this should not have been the case. During the first week I was to go to Altnagevlin Hospital on the Wednesday.  This was cancelled as a suitable ambulance was not available. I went by ambulance to Altnagelvin Hospital on the Friday and even though I was up there early from Enniskillen I wasn't taken until the afternoon when what turned out to be an exploratory operation was performed.  The necessary stent was not inserted.
Back to the SWAH for a further week until I was taken to Altnagelvin Hospital by ambulance early on the following Friday. After several hours in the cardiac ward a doctor came in to see me with some sort of questionnaire.  It became clear that the doctor did not know that I was there to have a stent inserted! I asked the doctor to find out what was happening.  The doctor did not return. About lunchtime I asked one of the nurses if she could find out what was happening.  Another nurse arrived to chastise me for asking the question, and told me that I would just have to wait and that I might or might not be seen to that day.  Horrible!
Interestingly, about mid-afternoon the surgeon himself came to me in the ward for me to sign the consent form: I should at least thank him for getting the job done at last. My wife, herself in her seventies, came up from Enniskillen by car to take me home.  It took about five hours to organize my medicines and find a doctor to sign me out, and we left after midnight.
That was my experience.
What was good?
My GP, and the nurses and staff of the South Western Acute Hospital.
The ambulance men and women in England and Northern Ireland: all obviously well-selected and well-trained. At the end, in Altnagevlin Hospital, a good nurse, probably on the night shift, and a good young Scottish lady doctor.
What was bad?
The working relationship between the South West Acute Hospital and Altnagevlin Hospital which allowed months to pass before the "urgent" care needed was provided.
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Responses

Response from Lisa Cadden, Ward Manager, Cardiac Unit, South West Acute Hospital 2 weeks ago
We are preparing to make a change
Lisa Cadden
Ward Manager, Cardiac Unit,
South West Acute Hospital

Ward Manager in the Cardiac Unit SWAH

Submitted on 13/11/2025 at 17:29
Published on Care Opinion on 14/11/2025 at 09:04


Dear Patrick,

My Name is Lisa Cadden I am the Ward Manager in the Cardiac Unit SWAH,

Thank you for taking the time to provide valuable feedback to the Western Health and Social Care Trust we are always looking at ways in which we can improve patient experiences and the service we provide to our patients.

I would like to apologise for the wait you experienced in the SWAH and that we were unable to secure an appropriate ambulance for you on the Wednesday. This is not the standard of care we expect our patients to receive, and I am very sorry for the distress and inconvenience this caused. Please be assured that we are doing our best with the resources available to provide safe and timely care to all of our patients during challenging times.

Thank you for acknowledging the nursing staff in the SWAH as a positive aspect of your experience. I have shared your story within our department and we greatly appreciate your kind recognition of their care and commitment.

My Colleagues in Altnagelvin will have been notified of your story as well.

We will continue to work closely with our colleagues in Altnagelvin to strengthen communication and collaboration, with the aim to plan change and deliver improvement in relation to our patient experiences and outcomes in the future.

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Response from Chris Gray, Ward 44/CCU Ward Manager, Cardiology, Western Health Social Care Trust 2 weeks ago
Chris Gray
Ward 44/CCU Ward Manager, Cardiology,
Western Health Social Care Trust
Submitted on 17/11/2025 at 15:40
Published on Care Opinion at 15:40


Hi Patrick089456,

My name is Chris Gray. I am the Charge Nurse for Ward 44/CCU Cardiology at Altnagelvin Hospital. Thank you for taking the time to highlight your experience with our cardiology services and the difficult patient journey you had.

I apologise for the delays and postponement of your treatment at our centre. I am always disappointed to learn that we have not managed to meet the expectations of our service users. The pressures on our systems and resources are complex, multi-factorial, and sometimes difficult to navigate. However, I am disconcerted to learn that any nursing staff were not accommodating and understanding. I know how frustrating it can be to not feel informed and kept up to date with treatment plans, and I will take time to remind my team of the value and impact of empathetic communication.

It is difficult for me to comment on the specifics of your case and why Consultants elected to mange it as they did without further detail, but I am glad to hear your treatment took place and was at that stage uneventful.

I understand the delay in discharge was particularly disappointing. The process of discharge requires a chain of procedure including documentation of plan from a Consultant, prescription of medication and then counter checks and delivery of said medications. It is a process which can be time consuming and complex, and requires concentration to minimise the possibility of making a mistake. However, again, I apologise for this impacting you and your wife. The journey from here to Enniskillen is long and I hope it was without issue for you both.

Moving forward, I will work with my staff to ensure that people are treated with the care and respect they require and I hope treatment delays and waiting lists are improved.

I hope you are continuing to recover well.

Wishing you the very best,

Chris Gray

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Response from Maggie Hamilton, Experience & Involvement Facilitator, Quality, Safety & Improvement, Northern Ireland Ambulance Service last week
Maggie Hamilton
Experience & Involvement Facilitator, Quality, Safety & Improvement,
Northern Ireland Ambulance Service

The Northern Ireland Ambulance Service (NIAS) Experience and Involvement Facilitator is responsible for developing and delivering high quality, effective services and processes for NIAS Service Users, Carers, their Advocates, the Public and NIAS Staff across Northern Ireland (NI) to facilitate and enable them to fully contribute to and participate in experience and involvement in relation to the NIAS.

Submitted on 18/11/2025 at 15:26
Published on Care Opinion at 15:26


picture of Maggie Hamilton

Good afternoon Patrick089456,

My name is Maggie Hamilton, I am the Experience & Involvement Officer for the Northern Ireland Ambulance Service. Thank you for taking the time to share your valued feedback. We are always grateful to those who share their experiences of the services they have received. It was reassuring to learn you felt the ambulance men and women were all obviously well-selected and well-trained. As an organisation we are committed to consistently show compassion, professionalism, and respect for the patients we care for.

In regards to the ambulance being cancelled as a suitable one was not available, I am sorry that this caused further delay, please be assured that we are working closely with the Department of Health and the Strategic Planning and Performance Group to increase our available resources.

I wish you the best with your recuperation

Kind regards,

Maggie

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