"Appointments"

About: Brooksby Day Hospital / Old age psychiatry

(as a relative),

my mum has dementia and all her mail gets sent to my house as mum puts letters in the bin. The appointment for Dr Barber has been requested for after 15. 30, but more often than not we are given the app at 15. 00 or before. Also the letters are being sent to mums address, even although her file clearly states apps after 15. 30 and to be sent to my address.

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Responses

Response from Derek Barron, Associate Nurse Director, Mental Health Services, NHS Ayrshire and Arran

picture of Derek Barron

Dear Wendian33

I sorry we don't seem to be doing too well with what should be a simple process. Thank you for flagging this up to us, I will pass this information to Jessie Mitchell who is the senior admin manager for Mental Health Services and ask her to address the issues you've raised.

I apologise for any inconvenience caused.

Derek

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Response from Derek Barron, Associate Nurse Director, Mental Health Services, NHS Ayrshire and Arran

picture of Derek Barron

Dear Wendian33

Jessie Mitchell got back to me today with information on what has happened, and an apology from the team for any distressed caused.

Unfortunately, at present, the instructions regarding sending mail to your address and for appointments after 15.30hrs have to be copied and pasted manually from the previous appointment, into the next appointment diary entry, on our electronic record system. While this is less than ideal we currently have no way to override this.

The copy and paste wasn’t done in February 2014, which means that the instructions were not carried forward - this has been rectified for your mum's next appointment - a letter confirming this is being sent out to you this week, the appointment will be after 15.30hrs as requested.

The team have asked me to pass on their apologies for the error and any distress it may have caused, please also accept my apologies.

Derek

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