Shaun’s battle: from active duty to the waiting list

With a record number of people on NHS waiting lists, Shaun shares his experience of what it was like to wait for care.

Shaun’s story is a powerful example of how long waiting times and delays to NHS care are having a real impact on people’s lives. His experiences show why it’s so important to address the backlog in NHS care and improve communications between services and patients.

Where it all started

Shaun served as an army logistician for 23 years. His long career took him to many high-stress environments and active conflict zones, including Afghanistan and the Balkans. His job was physically demanding, and over the years, it took a toll on Shaun’s body and health. 

In 2014, Shaun underwent hip replacement surgery at a relatively young age of 43 due to wear and tear sustained during his military career and was forced to leave the army. Since then, he’s worked in social housing support in his native Northumberland – a job that requires him to be fit and mobile.

In January, Shaun ended up in A&E, because his hip had come loose. At that point, he was referred to an orthopaedic specialist – the start of a long and painful wait for further treatment. 

Waiting for care

When his care moved from the military’s responsibility to the NHS, Shaun couldn’t have foreseen the challenges he’d face. But long waiting times, disjointed departments and poor communication have all knocked his confidence in the healthcare system. The wait for his new operation had a real impact on Shaun and his family.

“I’m in pain, my hip’s come loose and I can’t go back to work until it’s fixed”, he explained.

“I just want someone to pick up the phone and say, ‘How’re you doing, Shaun? This is the next step in the process.

“They do a great job when you see them, but they’re understaffed and there’s too much administration involved”.

The lasting impact

Shaun has a seven-year-old son, and limited mobility restricts what they can do together. This experience has also taken a toll on Shaun’s mental health – and put to the front of his mind some traumatic experiences that he went through as a soldier.  

Shaun could not return to work until his hip problems were addressed. His sick pay stopped, and Shaun started drawing on benefits.

“I owe my wife so much because she’s taken on so much burden. I’m quite fortunate to get a military pension, but millions of people get no support while they wait (for care)”, Shaun explained.

“Not only has this lack of communication caused me unnecessary stress and anxiety, but it has also made it difficult for me to make decisions about my care”.

“I’m really frustrated with the system. There’s lots of back and forth. I’m waiting to be given more information about the next steps. Instead, it’s me who has to do all the follow up and chasing”. 

“I’m happy with the care when I receive it”

Shaun stressed that he’s happy with the quality of care offered by the NHS, but long waits for care are a major concern for people.

“I’ve got no problem with the staff. I support the NHS, and I’m happy with the care when I receive it. But the communication for me is just not there. Different systems, different computers - It’s like a minefield, and it needs to be simplified”.

In October, Shaun underwent surgery – nine months after his hip came loose. Complications from his surgery have further delayed his rehabilitation, but Shaun hopes to be back on his feet and back to work soon.

"I’m waiting to be given more information about the next steps. Instead, it’s me who has to do all the follow up and chasing”. 

Shaun, army veteran