"Treatment Time Guarantee"

About: Monklands District General Hospital / Trauma & orthopaedics

(as the patient),

Having a knee replacement given a Time Treatment Guarantee of on or before 20/9. No other communication this date is now only 13 days away, I live at home with my daughter who will be my carer and has to arrange some time off so obviously her boss is trying to plan workload around this which is hard as there is no date, I telephoned today as date looming to be given very short shrift from person on phone abruptly told we have no date and when we do we will letter or telephone you, on paper very difficult to explain the manner to which the information was given to me lets just say pleasant was not an adjective I could use. I understand NHS constraints having worked in it for a long time and I also know the value of patient involvement and lasting impressions depending on how you impart the same information.

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Responses

Response from Graeme McGibbon, Service Manager for Surgical Services, Monklands Hospital, NHS Lanarkshire

picture of Graeme McGibbon

Dear Tigerfeet911

Thank you for taking the time to provide feedback.

I am sorry that you were unhappy with the way the staff spoke to you today. This is not the standard that we expect from staff within Monklands hospital. I will discuss your comments with the staff in the orthopaedic department and ensure that they are all reminded of and are following our communication policies.

There are ongoing waiting times pressures within the Orthopaedic service that have resulted in some delays in providing dates for surgery. If you would like me to investigate the issues you raise further please contact our patient affairs team on Telephone 01236 - 713065

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Update posted by Tigerfeet911 (the patient)

I can understand fully waiting times and demand for services and also I am aware of the high standard of care I have had from MDGH, in the case where everyone is aware of the time difficulties would it not be better to keep the patient fully informed of circumstances and this would therefore negate the need for patients to phone up asking for information regarding their upcoming surgery?

Response from Graeme McGibbon, Service Manager for Surgical Services, Monklands Hospital, NHS Lanarkshire

picture of Graeme McGibbon

Dear Tigerfeet911

Thank you for your response.

Your suggestion seems very reasonable. There are a number of projects that are currently being discussed in NHSL that propose different ways of doing this.

I will ensure your response is included in these discussions

Thank you again for your feedback

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