"My appointment date was not sent out"

About: Hairmyres Hospital / Ophthalmology NHS Lanarkshire Wishaw General Hospital / Ophthalmology

(as the patient),

I started attending a clinic at Hairmyers in 2014 and was happy with the service I received.

I had an appointment in August 2015 and I checked a few days before. I was told that the doctor had left and they were having difficulty finding a replacement. I asked if I could be transferred to Wishaw General but was told only the doctors replacement could transfer me.

I contacted Hairmyers to check progress and was told I had been transferred to Wishaw General.

I then contacted Wishaw General to be told I had missed an appointment in September 2015 at the doctors clinic. As I had not received a letter or a telephone reminder I explained this and was told they would contact me but as I was not an urgent case it may take some time for a new appointment to be made.

I then received a copy of a letter sent to my GP stating that I failed to keep an appointment and had to be re-referred.

I am not happy with this level of service and can only presume that the person I spoke to either did not believe me or failed to pass on the information and NHSL policy took over.

I have no idea how long I am going to have to wait for a consultation but as I am not an urgent case I can wait but wonder what would have happened with someone with a serious problem.

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Responses

Response from Marion Mark, Director of Hospital Services, Wishaw General Hospital, NHS Lanarkshire

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Dear Cruise Cough

I am sorry you have not received your appointment and for the distress this is causing you. This is not the standard of care I would expect at Wishaw General.

I would encourage you to please contact Yvonne Ross, Patient Affairs Manager by calling 01698366558 with your details to allow me to investigate this matter further.

Hopefully we can resolve this for you.

Best Wishes

Marion

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Response from Susan Friel, Chief of Nursing Services, Hairmyres Hospital, NHS Lanarkshire

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Dear Cruise Cough

I would agree with Marion's comments above. There has clearly been a breakdown with our communications between Hairmyres and Wishaw General. I would also encourage you to contact the number Marion has given, above so that we can fix this for you.

Thanks

Susan

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Update posted by Cruise Cough (the patient)

Thank you.

I am away at the moment but will make contact when I am home.

Response from Yvonne Ross, Patient Affairs Manager, Wishaw General Hospital, NHS Lanarkshire

picture of Yvonne Ross

Dear Cruise Cough

Thank you for contacting me. It was nice to speak to you and I am glad I was able to assist you.

Best wishes

Yvonne

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