"Day Surgery Appointment - Hairmyres Hospital - NHS Lanarkshire."

About: Hairmyres Hospital / Day Surgery Hairmyres Hospital / Pre Operative Assessment Wishaw General Hospital / Endoscopy

(as the patient),

I am supposed to be recalled for a pouchoscopy under general aneasthetic every year to Hairmyres Hospital. This is part of cancer surveillance for people with an ileo-anal pouch formed after colon removal for chronic ulcerative colitis.

Without fail I have to chase up an appointment, either by phoning up surgeon's secretary or getting my GP to send a referral letter.

It is currently 2 years since my last procedure. After latest referral letter from GP, I was sent an appointment for Flexible sigmoidoscopy, along with bowel prep, for September 2016.

The letter stated that no or light sedation would be given. (No other information or advice about the procedure was enclosed, other health boards provide tailored leaflets.) I did not feel this was correct and phoned "Patient focused booking" at Wishaw General. (They open just 5 hours a day, Monday to Friday's only.) They answered, saying "Endoscopy Suite".

I was advised that "pouchoscopy" was noted on my booking and that only a light diet the previous day, and no bowel prep should be taken. Nil after Midnight. (I wouldnt have known this if I hadn't phoned.)

The day before my appointment I called in at Day Surgery unit and above arrangements were confirmed. (It was only here that a "Low Residue Diet" sheet was provided.) I followed my instructions and turned up in the morning for my appointment.

My wife and I were called in by the Surgeon himself, Mr Brown. He told me that I should not have been on today's list. My procedure requires a General Anaesthetic, and it was not possible today, I should go home and will be sent an urgent appointment within next two weeks.

The bureaucratic issue seems to be geting organised between endoscopy booking (Wishaw), consultants secretary and theatre scheduler (Hairmyres).

I took two days off work for this procedure, to no purpose. I will have to go through it all again, shortly, and am not happy about it. I have no beef with any individual, but the system is clearly not working. I look forward to your reply.

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Responses

Response from Gwen MacIntyre, Senior Nurse, Surgical & Critical care, Hairmyres Hospital

picture of Gwen MacIntyre

Dear SEK1,

I would like to apologise for your upsetting experience, we clearly have gotten this wrong. I agree that our appointment letters should be triggered by the system, clear, concise and tailored to your specific needs in a person centered manner.

Can you contact me directly on 01355584664 and I will investigate the process for your case and discuss how we can improve our processes to enable a smooth journey for you and other patients for the future.

Kind Regards

Gwen

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Update posted by SEK1 (the patient)

I would like to thank Senior Nurse, Surgical and Critical Care for taking up my case and resolving it with the various departments involved. Also, thanks to Pre-Assessment Clinic Staff and Nurses for their work.

Response from Gwen MacIntyre, Senior Nurse, Surgical & Critical care, Hairmyres Hospital

picture of Gwen MacIntyre

Dear SEK1,

I'm delighted that you found this intervention helpful and I'd encourage you and other patients to use this service or contact our department managers directly if any future problems or concerns which we can help with.

Kind Regards

Gwen

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