"outpatients appointment"

About: Balfour Hospital / Ear, Nose & Throat NHS Grampian

(as the patient),

During a recent ENT outpatients appointment the doctor lacked the ability to converse with me and proceeded to cauterise one of my nostrils without any explanation on the procedure. At the end of my consultation I was given a prescription without any explanation as to what it was and how to be administered and as I was leaving noticed that the prescription had the name of the person that preceded my consultation.

Verbal communication overall was at a minimum.

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Responses

Response from Julie Tait, Patient Experience Officer, NHS Orkney

Dear Selkie

Thank you for highlighting concerns you have following your ENT appointment.

I am sorry that communication was not as you would have expected and apologise that this was the case.

NHS Orkney's ENT clinics are delivered by Consultants from NHS Grampian and I will copy a link to your story above to them so that they can respond in more detail.

Alternatively, you may wish to contact them directly and you can do so by emailing nhsgrampian.feedback@nhs.net

Again, I am very sorry that you have had cause to raise these concerns and I am sure NHS Grampian will respond in due course.

Kind regards

Julie

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Response from Linda Oldroyd, Nurse Consultant Patient Safety and Experience, NHS Grampian

Dear Selkie

On behalf of NHS Grampian I would like to apologise for the poor communication you experienced during your consultation. You also raise a very important patient safety issue in relation to medication. This standard of care is not acceptable to us. Thank you for taking the time to post this feedback which we will view as a learning opportunity for our staff. If you would like to get in touch to share more details of your experience you can contact me by telephone on 01224 558449 or by email at loldroyd@nhs.net

Any communication would of course be in confidence.

I will ensure that the management team of the service concerned is made aware of your comments.

Kind regards,

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Response from Linda Oldroyd, Nurse Consultant Patient Safety and Experience, NHS Grampian

Dear Selkie

I have been able to speak with the management team responsible for this service and they have asked me to post this message.

The Unit Operational Manager advised that:

We are grateful for your feedback and sorry you've had cause to register your concerns following your appointment, this will be raised with and investigated further by the ENT service. I note that a formal complaint has been made via the feedback team, and we will respond directly ASAP via the formal route.

Selkie, I hope you get a reponse to your formal complaint which assures you that your concerns have been addresssed. In the meantime, if I can be of any assistance, please get in touch.

Kind regards,

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