"Poor service"

About: Glasgow Royal Infirmary

(as a relative),

My mum was admitted to hospital in January 2015 due to a fall at home (she has Parkinson's Disease). She was admitted to Ward 50/51 of the Royal Infirmary in Glasgow initially and then to Ward 30. A receipt was given to me from Ward 50 headed "Patient's Property and Valuables Accepted for Safekeeping" which very clearly states Earrings - one pair. The receipt given to me after her transfer to Ward 30 do not include her earrings.

I submitted a request for compensation in respect of loss of property to Glasgow Royal Infirmary in early February 2015.....I received no response. I contacted their Cashier's Office in late March 2015 to be told they had not received any form. Fortunately I had copied the form along with the receipts. I subsequently re-sent them. I phoned again mid April 2015 to be told the forms had been issued to the "Head Office" for investigation. I was told I couldn't phone the "Head Office" directly, but that I would hear from them. In mid May I contacted the Cashier's Office (as I couldn't contact the staff dealing with the claim) to be told there was a backlog, but that I would hear from them. In early June yet another call, to be advised that someone from Head Office would phone me. I had to phone again the next day to eventually receive a call from the illusive Head Office staff who advised me that a letter would be sent to my mother that week.

Of course that didn't happen and only after another third party call to the Cashier's Office and consequential returned call from a member of staff in Head Office was a letter received. Five months later! And this standard letter which took so long to be sent to my mother (of which two copies were sent) states that NHS Greater Glasgow and Clyde Board does not accept responsibility or Liability for the property unless a receipt is obtained acknowlidging property handed over......now call me stupid, but a reciept headed "Patient's Property and Valuables Accepted for Safekeeping" does not constitute a receipt?

Disgraceful service from a service I hold dear.....this is not about the care staff within the hospital for whom I have nothing but praise and respect, but for expensive ear-rings to disappear after receipts have been given and presented and for the Board to take no responsibility and to pay no recompense is beyond poor service! !

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Response from Lorna Gray, Patient Experience, Public Involvement Project Manager, NHS Greater Glasgow and Clyde

Dear Kimbo,

Thank you for getting in touch to raise the issues you have had with regards to the loss of your Mum's personal belongings - I can understand how this would be upsetting to you both, but to have such difficulties on top will make this much more frustrating for you.

I have sent on your comments to the General Manager responsible for the Cashier's Office for more information on how this process should work, but it might also be helpful if you would get in touch with me directly to let me look into your personal situation in more detail. My email address is lorna.gray@ggc.scot.nhs.uk.

While I am really pleased that the care your Mum received on the ward was to a high standard, I am really sorry that you have had such a frustrating time in this aspect. I hope to hear from you soon.

With best wishes,


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