"Having to phone to be on a waiting list"

About: Lanarkshire Community Services / Podiatry

(as a parent/guardian),

I was referred to podiatry in NHS Lanarkshire via my GP. However I received a letter informing me that I was on waiting list and had to phone another number (answering machine) to remain on the list. The letter was confusing and only gave me a short time to phone to remain on the list. If I was on holiday I would have missed this.

The idea that one has to phone to remain on a list is disgraceful. I am sure that lots of people like myself miss this and therefore fall off "the list"

To me this looks like a cynical ploy to reduce the waiting lists. Now I am unsure whether I am on or off this "list". Totally confusing for patients.

To me this is not patient centred at all, this is service centred.

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Responses

Response from Peter McCrossan, Director for Allied Health Professions, Allied Health Professionals, NHS Lanarkshire

picture of Peter McCrossan

Dear terry1234,

I am sorry that you have experienced issues in trying to speak to a member of the podiatry staff. Like a number of Allied Health Professions within NHS Lanarkshire, the podiatry service is experiencing issues with patients who do not keep their appointments.

To try and overcome the number of patients who do not attend for their appointments. In some instances, this can reach 20%. Therefore, the service has adopted an “opt in” approach to try and reduce the number of wasted appointments in the system. Obviously, following your comments this system needs to be refined.

I will speak to the head of the podiatry service and ask that the processes are reviewed and improved.

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Update posted by terry1234 (a parent/guardian)

My daughter has been removed from the waiting list as they never got message allegedly. I cant get hold of the person who makes appointments and it seems no-one checks the machine. patients only have a 2 week window to phone. Really annoyed now I have to wait for another 12 weeks put in another referral.

Response from Lesley Mallon, Patient Affairs Officer, Patient Affairs Monklands Hospital, NHS Lanarkshire

picture of Lesley Mallon

Dear terry1234

I have been asked to reply to you on behalf of Robert Peat, Head of Podiatry, who is unfortunately not able to respond personally to your updated post today. Firstly may I take this opportunity to apologise for the difficulties your daughter has experienced in trying to access podiatry services. Robert has advised that the answer machines at the various sites are checked regularly, however he will reiterate this practice with his staff, as it is paramount that we deal with all patient enquiries as quickly as possible. Robert would be happy to look into your daughter's particular issues and if she would like to take up this offer, she can contact him on 01698 366989.

Kind regards Lesley.

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