"Waste of NHS and professional time"

About: Crosshouse Hospital / Dermatology

(as the patient),

I had a skin biopsy in November, during which all dermatology and medical staff were excellent. I received a clinic appointment for January for results which I gratefully attended during which the medic referred to the letter I had received about results, which I hadn't. On looking in notes we both realised the letter had been dictated 1 month later and was still in the post.

This was a fantastic exemplary service from all involved and thankfully my results were negatative, with profuse apologies from the medic due to time delay of letter. The letter arrived two days after appointment.

The staff were friendly and knowledgeable through procedure and medics were professional and friendly during both consultations.

The negative point is if I had recieved the result letter I could have cancelled appointment to allow someone else to be booked in. A month for dictating result letters is extreme and using unneccesary appointments that would benefit others. I feel the dermatology service would benefit from additional clerk support rather than more expensive options and streamline the service.

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Response from Kate MacDonald, Business Coordinator & Office Manager (interim), Nurse Directorate, NHS Ayrshire and Arran, NHS Ayrshire and Arran

picture of Kate MacDonald

Dear Frustrated waste of NHS resources

Thank you for your feedback, we really appreciate you taking the time to share you story, both frustrating but also with the receiving of good news when you were told your biopsy result was negative.

We will pass your feedback onto the dermatology staff, sharing that you felt their service was "exemplary".

However, in order for us to learn more about the frustrating element of your feedback, please do not hesitate in contacting Lesley Arthur in our Customer Care Team on 01292 513003 or emailing Lesley.Arthur@aapct.scot.nhs.uk.

Kind regards

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