"Nobody answers"

About: Stobhill Hospital / Pain management

(as the patient),

I have been referred twice not so long ago and this is how it went.

Staff on both my previous experience were very professional and sympathetic and showed great empathy. Along with great care, then came the follow up. I couldn't make the appointment and spent all day calling the number provided and nobody answered. After frustration and the majority of my day sat listening to 'ring ring' I gave up. Then recieved a letter saying because I failed to attend I was being removed and had to be re referred to the clinic. I let that incident slide didn't want anyone in bother.

2nd Referral went well prescribed medication like first and had a follow up. And history sadly repeated itself. The staff are super but why include a telephone number if nobody is going to answer and I tried and various times from morning till end of clinic. So a few days go by and receive the same letter saying was removed and if needed further care to get re referred. Oh and I got a ticking off from my GP.

Pain Management are the only folk who can help me manage my condition. I deeply need their help but as you can imagine I'm rather anxious about asking to be referred again.

I accept the days I called to inform I wouldn't be able to make appointments(as I'm the kind of person who knows it can be offered to someone else) may have been really busy and would accept that but on both occasions? That just doesn't seem on. How long I spent by a telephone. Can the clinic have a dedicated receptionist? If already have on both occasions I was made to feel like a naughty child by a GP all because the clinic direct line wasn't answered. If I recall wasn't able to leave a message as would have settled for that.

Oh and forgot to add I called other departments asking if they could pass the message on, some said they would but evidently it didn't happen.

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Responses

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

Dear Fudge2015,

While I am really pleased that the care you got from the staff was so positive, it is such a shame that the experience has been tainted with this frustration, as well as leaving you unable to access the services now.

Could I ask you to give me the number you were calling on? This would help me to see if an incorrect number has been given out by mistake and get that rectified. If this is the correct number, you are right that there needs to be better systems in place to make sure that calls are getting through, whether that is a an answer machine system as you suggest.

I hope to hear from you so we can get this sorted, both for you and any other patients experiencing these issues.

Many thanks,

Lorna

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Update posted by Fudge2015 (the patient)

Hi there Lorna. I'm not at home but would have to look out the paperwork. It was the number on the appointment correspondence and was answered as I remember calling as I suffer from nerves and a Nurse spent about 20 minutes reassuring me. So I'm 99% it was the said number.

It's just a sadly frustrating as the staff are super and go out their way but I got into bother because I was ill, couldn't attend and wanted to give notice.

I hope when I go back there is never a 3rd time. I will look out the paperwork if can find it now when I'm back home and post the number on here.

Also worth saying as forgot to mention also called main reception of Stobhill as thought 'I may have a incorrect number'. They put me through to the clinic and it was still the same.

I hate the fact this may come over as nasty but it's just so the service can be improved (not that it needs anything the staff are top of their game, please pass that on to them all) but just not at answering the phone in my case *smiley face*

This whole thing was only brought up in case other patients are having similar issues and how we can resolve them. As frustrating when a failure to attend/taken off the list and now need re referral letters and so on.

With many thanks and warm wishes to you all for helping in this matter. You in particular Lorna.

Update posted by Fudge2015 (the patient)

Apologies for delay was unwell for a few days. Was able to locate paperwork number I have also matches one I was given from Stobhill Main Reception before being patched through.

0141 355 1047

Update posted by Fudge2015 (the patient)

Sorry to be a pest.

How are we getting on?

Update posted by Fudge2015 (the patient)

Hi there Lorna. Posted more info but not had any reply to you or anyone.

Hope you're well

Response from NHS Greater Glasgow & Clyde

Hello Fudge 2015

I agree the number you have there isn't the right one. It seems to be 'dead'. Please accept apologies that this isnt right and has caused unnecessary distress.

The best numbers that I have found are 0141 355 1400 (reception) and 0141 355 1490 (secretaries).

I hope these are helpful in contacting the stobhill pain clinic in future, but if you have any problems, please let us know.

Thanks for the reminder as well, sorry we didn't get back to you before now.

Ian

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

Hi Fudge2015,

Hope you are well! I've spoken with the Deputy Referral Management Manager for the North who has given another couple of numbers in addition to the ones that Ian has provided above. For return appointments, you can call 0141 355 1785 or 0141 355 1401. New patients should come through the booking centre on 0141 347 8850. You should be able to get through to these numbers relatively easily in future so that there are no longer problems with changing your appointments, but please let me know if you do experience this again.

Just as important however, is that you helped us to highlight the issue that the appointment letter you had actually gave you the wrong number to call. Martha is going to review this and ensure that the correct information is updated on all appointment letters from now on.

Thank you again for getting in touch, and please do not hesitate to contact us again with any further updates on how booking your appointments goes in future.

Best Wishes,

Lorna

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