"appointment"

About: Crosshouse Hospital

(as the patient),

I am trying to get an appointment within Crosshouse Hospital. I was put on the cancellation list however have yet to be successfuly appointed. I was called a few weeks ago however unfortunately I missed the call and by the time I called back and got through the appointment was away. My work number which was given as alternative (as I cannot answer my mobile at work) had not been called. Today I was called again on my mobile however again because I was at my work I couldnt answer my mobile and again my work number was not called - which I have given them over and over again. I am anxious about this appointment and already know (from the appointments team) the clinic is running over the waiting times limit therefore as you can imagine it is frustrating to not be called on my work number which I have asked for time and time again. I feel like stress/anxiousness could be reduced if patients were contacted appropriately to be offered appointments. I understand there is more than me on the waiting list however this has happened to me now on x 2 occasions and it is frustrating as I can attend any appointment times.

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Responses

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 AdamG,

Yes, this must be so maddening and I as so sorry you have missed both of these chances to be seen. I spoke to the Referral Management Service (RMS) and I have a few thought I hope can help. Unfortunately, there is no way of using any particular number as the primary number to call but I have been assured that if there is a work number for you in the system that they will call try all three if they are calling to offer a cancellation. Would you be able to call to make sure that they do have all three of your numbers on the system; your house, your mobile and your work number. I will also pass this to the management team and I am sure they will remind the staff to use all numbers in the system if a cancellation is being offered.

Work

If anyone else at your work answers your telephone, they will be unable to speak to them due to patient confidentiality of course.

Other options

If you call the RMS every morning, perhaps mid-morning, you may be lucky and call one becomes free as the result of a cancellation.

If you are able to contact me today or tomorrow giving me details of your Address, name and CHI number or date of birth and your work number, I could ask the RMF to add your work number and also see if there is a cancellation. We may be lucky.

my email address is eunice.goodwin@aapct.scot.nhs.uk or call me on 01563 826222.

Thank you for contacting us via Patient Opinion, I hope this is helpful.

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

picture of Eunice Goodwin

Dear AdamG,

Gosh, I have another offer for you, if you email either Robert Bryden on Robert.Bryden@aapct.scot.nhs.uk or

Joan McGhee, Joan.McGhee2@aapct.scot.nhs.uk, they will help get you an appointment.

I am sure it will be sorted now.

Take care an d best wishes,

Eunice

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