"Cancelled appointment"

About: Ayr Hospital / Ophthalmology

(as the patient),

I had an appointment to attend the Ophthalmology Clinic at Ayr Hospital. At 1120 a. m. I turned up for a Fields Test at 1100 a. m. and the practitioner carrying out the Fields Test informed me that the appointment had been re-scheduled. This was the first that I had heard of this.

Apparently the lady with the appointment before me had had the same re-scheduling. The reason given was either the cancellation of the clinic or over-booking. The clinic was not cancelled so I assume that it had been overbooked. As I live thirty miles from the hospital, I always try to get both the Fields Test and the clinic on the same day. To have the clinic cancelled is bad enough but not to be informed until I am undergoing the Fields Test is very poor.

Had I been informed of the cancellation of the clinic, I could re-scheduled the Fields Test for the same day as my new clinic appointment and thus saved myself a sixty mile round trip. I would like an explanation from the Referral Management Centre as to why my arranged appointment was cancelled and secondly why I was not informed of the cancellation.

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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

picture of Eunice Goodwin

Dear Survey0r1,

I am very sorry this was your experience it is disappointing not to get the care we expect, when we expect it, not to mention how inconvenient it can be. While we do not know as yet what caused your situation to arise, I am aware there has been some sickness striking some of the Ophthalmology Team recently which has caused some strain on the service.

As you have provided me with the details we would need to look into your situation, I have forwarded this to both the Ophthalmology Manager and the Manager of the Referral Management Service for their consideration. We will be in contact with you soon.

Kind regards,

Eunice

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