"Bad & good experience"

About: Ayr Hospital / General Surgery

(as the patient),

I was booked in for a colonoscopy today. This involves a 2 day uncomfortable regime. I got to hospital and was taken through quickly.

It came time (and I believe I was first on the list). the fabulous nursing staff paged Dr Hussein no response. Eventually they phoned his secretary who informed them the Dr was on leave. This is unacceptable lack of communication why was his list not cancelled. now on to the goothe endoscopy unit was fabulous. The weather was awful. a lot of the staff had no idea how they would get home

They did all they could to ensure everyone was seen and had their procedures. They made it happen and I truly thank then. I would like you to pass my admiration and thanks on to the endoscopy unit for their Herculean efforts.

Why though we're they put in this position?

I have been cared for in several health authorities and Ayrshire & Arran seems to have the worst patient management I have ever come across.

I would like an explanation how this happened.

A whole Dr's list of procedures not even considered when he was given leave? ? ?

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Response from NHS Ayrshire and Arran

Dear Magsarthur5,

As you quite rightly pointed out, there was a breakdown in communication with the secretarial staff. I am sincerely sorry for this error and the position this put you and the staff in. I will again reiterate to the staff the importance of notifying all relevant parties of cancellations due to leave and ask that the endoscopy staff to review the endoscopy timetable to ensure that it is accurate.

We will also pass your thanks to the Endoscopy team so they can appreciate your feelings about your care and take a pat on the back for their Herculean efforts.

We appreciate all feedback, it helps us to improve, so thank you so much for contacting us, and again, I am sorry that this situation occurred at all.

Kind regards,

J Whitelaw

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