"I feel like a pest"

About: Bourtreehill Medical Practice Crosshouse Hospital / Gynaecology

(as the patient),

In Feb/March 2016 I was referred to Crosshouse Hospital for a scan. In April I received my results and was sent for a blood test. I was told to phone back a week later for my results which when I phoned over a week later they still were not ready. When I received my results over the phone I was advised I would be referred to the Gynaecologist and it could take up to 2 months for my appointment to come through. I have waited over the 2 months and it is nearly 3 months.

I phoned the Surgery  and I spoke to the receptionist who advised she could see the referral on my notes and she would chase it up for a quicker appointment. I waited another week and I phoned straight through to the Gynaecologist who told me there has never been a referral made for me and I had to contact my GP again. I did this straight away and was passed through to a secretary to be told that yes my notes say the GP will refer me but it has not been done yet. My paper notes checked in case it had been - it had not. The member of staff advised me the would speak to the GP and phone me back. I left it until after lunch time as I still hadn't been called,  when I phoned I was told the member of staff was on their tea break and to phone back 10 minutes later. When I phoned back again I was told they were still on tea break and to phone back in another 10 minutes. Again I phoned back to be told that the member of staff I had been speaking to was finished on a half day from work, was never on a tea break and to call back tomorrow.

I feel like a pest having to constantly phone and chase up my appointments as This has been going on since Jan and I had to wait weeks for an appointment in the first place to eventually be told months later I have PCOS and 5 months later I am no further forward. I am in pain every day with this and this was the symptom I had when I first attended the GP. I have been off work sick 3 times already this year and I have never taken a day of sick before. I was willing to wait the 2 months for my appointment and to be told it has never been sent across? I am Livid! I go on holiday on the at the beginning of July and I was hoping to have seen the Gynaecologist by then, as I have 2 weeks until then I am hoping you will find a cancellation before then.

Not only am I experiencing pain every day I am stressed over how bad my PCOS may be and what I need to do to help it. I feel I have had zero information or support when told apart from the Nurse who took my blood and printed out information leaflets for me as I broke down in tears in the office. 

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Responses

Response from Angela Manson, Practice Manager, Administration, Bourtreehill Medical Practice

Hello, thank you for putting your experience on Patient Opinion. I will respond more fully next week after I have had an opportunity to speak with the GPs in the practice. Meantime if you would like to speak to me about this please contact me at the practice on 01294 211993.

Best wishes

Angela

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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

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Dear DM2,

I had a chat with Angela, the Practice Manager about your post and I too am sorry we have not managed a resolution for you. The GPs were all disappointed to read about how you felt after your recent experience with the practice and are they are keen to find out what has happened and address your concerns. So that Angela can look into this for you, you can call her on 01294 211993. Also, one of our Consultants has agreed to see you at the next available short-notice appointment to help you but unfortunately we do need your details to do so. If you contact Angela, she will be able to contact Dr Agur's secretary and try to get a short-notice appointment for you.

I hope your holiday has been a great one (you may still be on holiday)

Best wishes,

Eunice

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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

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Dear DM2,

I believe you now have an appointment with the appropriate person and you are happy with the outcome from your PO post. The practice are looking at what they could have done differently and will take steps to hopefully prevent something like this happening again.

I think this is a good example of how PO can be used. it also shows when something does not go according to plan, with communication, we can rectify issues and we have done so in this instance to your satisfaction.

Thank you for using PO to raise this,

best wishes

Eunice

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