During an interpreting session, a SIS interpreter identified that a Service User (SU) may need some extra support from SIS. The interpreter referred the SU to the SIS Projects Team, and a Bilingual Volunteer Social Prescriber carried out an initial triage on the phone and offered some light support regarding form filling and benefits under our Social Prescribing project.
Through this triage, it was also identified that the SU was worried about her health. She was not feeling well and was uncertain whether she had been referred for an appointment with a specialist or not. She had been struggling to get treatment via her GP and had been speaking by video call with a private doctor in her home country.
An advocacy case was opened to support her to access appropriate health care. The Advocate helped the SU to access the Patient Knows Best (PKB) system so that she could directly see any test results or referrals. She was able to view blood test results and that there was no record of a referral having been made. She felt that she had not been listened to during previous GP appointments due to her level of English. She was reluctant to go again and didn’t think this would work but the Advocate explained how they could support her in the appointment and they agreed to go together.
The GP made a referral to see a specialist, which the SU was reassured to see on PKB. The Advocate also helped the SU to get confirmation from SIS that an interpreter had been booked by the hospital. The consultant prescribed new medication and blood tests to be done in a few months.
However, the GP did not receive the prescription request from hospital, and the SU was anxious that her current medication (sent from her home country) was about to run out. The Advocate helped her to chase this up with the hospital, speaking on her behalf with the medical secretary. They were able to get regular updates about the progress of the consultant’s recommendation letter and when it would be sent to the GP.
The SU was then referred to SIS Social Prescribing for support with filling in a PIP benefit form, including the new medical information obtained through the advocacy case.
Prior to SIS opening this advocacy case, the SU had felt her only option was to book a private appointment via video call with a doctor in her home country and have medication sent to her from there via a family member. As a result of the advocacy work, the SU was able to speak to her GP, clearly explain her symptoms, say what she’d already done and what she would like to happen. She successfully obtained an appointment with a specialist. When the letter confirming her new prescription to her GP was delayed, the Advocate was able to support her to chase it up. She has been prescribed medication for her condition and has secured a further check-up later this year. She has learnt how to access her own info through PKB and how to refer to SIS to book interpreters for any appointments.
The SU was grateful for all the support SIS provided for her. She said:
‘I didn’t want to go to my GP practice; they can’t be bothered with me because I don’t speak English. I have been speaking with a doctor in my home country using video call and then someone sent me the prescribed medication. It was much better when the Advocate could help me. I finally managed to get the medication I need and now I can also see my medical information, letters, test results etc. for myself online. I know I can self-refer for an interpreter to SIS when I have an appointment.’
Note: We collaborate with Advocates to write these stories but remove the names of the Advocates, the language used and other details to ensure confidentiality for Service Users.
