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Scheduling for breast screening appointment, Ardmillan, NHS...

Posted By hcp62

"Scheduling for breast screening appointment, Ardmillan, NHS Lothian"

About: NHS Lothian / South East Scotland Breast Screening Centre

(as the patient),

Finally received appointment for breast screening. Not looking forward to having it done, but know how important it is. Appointment is for 3 weeks time. I'm really busy at work and can't free up my diary at such short notice. Called to reschedule for 6-7 weeks time. Was told appointments couldn't be made that far in advance. I have to call back in 2-3 weeks. How frustrating. Luckily, I will remember to call back. Will my diary still have some flexibility by then? - Who knows. If compliance with screening is to improve, perhaps some thought needs to go into how appointments are scheduled.

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Responses

Response from Customer Relations and Feedback Team, NHS Lothian 9 years ago
Customer Relations and Feedback Team
NHS Lothian

Submitted on 02/04/2015 at 14:28
Published on Care Opinion at 14:28

Dear hcp62

I am sorry that you were unable to schedule an appointment when you telephoned and I hope when you call to reschedule a suitable appointment will be available to you. In the meantime I will bring your comments to the attention of the relevant department.

Thank you for taking the time to provide your feedback.

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Update posted by hcp62 (the patient)

The time has come for me to have screening again. The appointment system has not improved in 3 years. 3 weeks notice is not enough to ensure I can arrange time off work. Why can't the location of the mobile units be on a web page? I have phoned back 3 times to try and schedule an appointment near to my workplace and the diaries are not made up. For people who work in a different area to their home address this would be extremely useful and would probably improve compliance. It is also extremely difficult getting through on the phone.

Response from Jeannette Morrison, Head of Patient Experience, NHS Lothian 6 years ago
We are preparing to make a change
Jeannette Morrison
Head of Patient Experience,
NHS Lothian

Submitted on 05/04/2018 at 12:46
Published on Care Opinion at 12:51

Dear hcp62

Thank you very much for sharing your feedback with us. I have sent your feedback to the breast screening services and they have helped with my response. They tell me the appointments are sent out three weeks in advance your appointment and this is the same process across the rest of the country as this is a Nationally set protocol. All the letters are generated and sent out from a central location which unfortunately, means that we have no control over this.

The centre is currently looking at using an existing webpage to keep the information on mobile units up to date however it is cost prohibitive to have our own site and there are other technical, staffing and governance issues that need to be overcome.

I was sorry to hear that you phoned back 3 times to try and schedule your appointment closer to your workplace, only to be told the diaries are not made up. I understand that the service uses a computer based system which was upgraded 2 years ago. The scheduling of appointments is a process as there are many factors involved within the confines of which we have to work. If you would like to call and leave your number with the centre they can give you the appointment that is convenient for you or if you prefer we have an email address. As long as they have your reference number they will do their very best to find a suitable appointment for you.

I would like to apologise for the difficulties that you have experience and the team are aware of the difficulties that patients may experience with the phone system. This has been an issue for many years but due to the systems within the current building they have been unable to upgrade it until recently. They do endeavor to answer the telephone as soon as they can however it is often the case that staff are on other calls but the system they have is not yet able to alert callers to where they are in the telephone queue. I understand that the phone sounds as if it is ringing out however, the available staff are all on calls. The phones can be very busy at times. They are aware of this and are endeavouring to correct it as best we can.

Email address is lothian.breastscreening@nhs.net

Thank you again for sharing your feedback with us and I hope that you can rearrange your appointment.

Kind regards

Jeannette

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