"unfortunate experience in crosshouse hospital"

About: Crosshouse Hospital / Dermatology

(as a relative),

My husband had an unfortunate experience in crosshouse hospital in February after attending the dermatology clinic.

He was placed in a seat by one of the staff and told to wait there until his name was called. He did wait, for 2 ½ hours, by which time he was shivering with cold as his seat was opposite a door.

In the meantime, I had received a phone call from the hospital asking if he was at home as he could not be found. Even though he was still in the same seat. My husband is almost 91 years old and suffers from loss of memory so you will understand I was very concerned.

I sincerely hope this is a very unusual occurrence.

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Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

picture of Eunice Goodwin

Dear Cairo458,

I am so sorry that your husband sat so long and in such a cold spot too, I do understand why you were so concerned. I'm sure it was an unusual event but I will certainly highlight this with the team for their awareness.

I hope you are both none the worst for this unfortunate experience,

Kind regards,

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Response from NHS Ayrshire and Arran

Dear Cairo458,

As Sister for the Dermatology Service, I too would like to respond to your post. I was distressed to hear your post and it has given me food for thought. We will discuss this incident within the team and fully explore ways to prevent this happening again. We have let you down in the most fundamental aspect of a clinic visit and I am truly sorry for this. I do not know which dermatology clinic your husband attended but either way, this should not happen whether it is in the ward or in the Maxwell suite.

Thank you so much for giving us the opportunity to address this issue to prevent anyone else experiencing it and once again apologise for the distress both of you experienced. If you would like to contact me to discuss it further, you can reach me by calling the Dermatology Unit on 01563 827923.

Kind regards,

Sister Hanlon

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