"False hope through incorrect information"

About: Crosshouse Hospital / General Medicine Crosshouse Hospital / General Surgery

(as the patient),

I had an appointment with a consultant this Autumn. I was seen by one of his team and was told that I would need to get an Acid test before surgery could be arranged. I asked the Consultant how long I would need to wait before I had the test and was told that it would only be between 2 to 3 weeks and they would get the results electronically and notify me to come back to see the consultant.

I have waited a few weeks now and because I am suffering with my problem and have not received a letter regarding a date for this test, I decided to contact the consultant and I was transferred through to another department. with this Department I told the member of staff that answered the phone that I had been to a consultant and an Acid test was being arranged and that it would be between 2 to 3 weeks. It was then I was told by the staff member that it would be months not weeks before I would have this test as there is a huge waiting list.

I am absolutely furious that I have been given the wrong information. That I was given the original misleading information has to be realised that people who are suffering do not appreciate being given false information as it can cause the person even more stress. If hospital teams cannot manage the expectations of their patients then basically they should not be giving them false hope.

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

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Dear Tully,

In order to respond in a meaningful way, I felt I should understand the process for an acid test, however, everything is not as simple as it seems. After some detective work, several phone calls later, I wonder if the test you are due is a PH Manometry test for issues with acid reflux. If this is the case, there are several reasons why this may not be possible to do in a 2-3 week time scale. Prior to a Manometry test, it is important to know various other things about the patient’s situation and often other test are required before a Manometry test can be done. The reasons for this are to eliminate other conditions that may make the test procedure either unnecessary or potentially unsafe. To really be able to give you the answer to this, we would require your name address and CHI number (or date of birth). I can be contacted on 01563 826222 or eunice.goodwin@aapct.scot.nhs.uk.

I am sorry you seem to have been misinformed and possibly in this case you may have been given less information that would have helpful to you. If you would find it helpful to contact me, we can look into this for you and can at least give you more information. It may also be possible to be put on a waiting list in case of a cancellation but I will only know that once we check up the details of your referral.

I hope this is helpful to you,

Kind regards,

Eunice

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Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

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Dear Tully,

Thank you for contacting me with the details we need to look into this. I have passed them to a specialist and we will get back to you as soon as possible.

Kind regards,

Eunice

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