"New appointment system makes no sense"

About: Crosshouse Hospital / Ophthalmology

(as the patient),

I have been going to the Ayr Ophthalmology clinic for a number of years and this has been absolutely fine. The appointment rebooking worked well and the care and treatment I received was great.

In the past 18 months the appointment booking procedure, based at Crosshouse Hospital, has changed. To me it does not make sense. Previously, if the consultant said I needed to see him again in 3 months I would return to the reception desk and make a further appointment 3 months ahead.

Now, I when I go to the reception desk and tell them I need another appointment I’m told ‘we’ll send you a letter’. Last October was no exception, I was asked by the consultant see him again in 3 months – so I’ve been waiting for a date and since I’ve not had a letter I called the hospital. I was told they could give me an appointment in March – more than the 3 months later.

This new system means you do not get seen within the time the consultant has asked, postage costs are incurred where there were none, a receptionist is employed but the value of the service they now provide is diminished and like me, other patients may well be chasing their appointments.

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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 Chat214

I was sorry to read about the time you have had to wait for an appointment to see your consultant again.

I note you now have an appointment, but if you would like to speak to someone about your experience, can I ask that you contact my colleague Lesley Arthur, in our Customer Care Team on 01292 513003 or you can email Lesley on Lesley.Arthur@aapct.scot.nhs.uk.

Kind regards

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