"Long wait at Dermatology clinic (Heathfield) handled very well by staff"

About: NHS Ayrshire & Arran

(as the patient),

This morning I attended a local clinic for a dermatology outpatient appointment.

The clinic was extremely busy and patients were told there would be 60 -90 minute delay. I overheard that case notes had not been sent to the clinic.

All staff apologised including the consultant, who despite the problem still gave a full consultation, explained everything and was very helpful.

Nursing staff were also very nice despite the situation, patients that could not wait were given very clear advice about getting a new appointment.

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Response from Craig White, Assistant Director, Nurse Directorate, NHS Ayrshire and Arran

picture of Craig White

Thank you for using Patient Opinion to share your experiences of your visit to the Heathfield Clinic. I was sorry to read the the health records were not available and am sorry for the impact that this would have had on your care experience. We monitor availability of health records at the start of clinics in order that problems such as this can be noted and improvement actions taken.

We encourage staff to recognise the importance of providing an apology when things like this happen - I am pleased that nursing and medical staff did this and you found this helpful. I will make sure that this is passed on to the clinic staff.

Best wishes

Craig White

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